The Boutique Supervisor is a customer-facing role at Birds of Paradise Gelato Boutique that manages the team of service crew and the boutique environment with the goal of delivering delightful experiences to every customer, according to company’s standards.
ABOUT US
At Birds of Paradise Gelato Boutique, our values of Quality, Balance, Trust, Care, and Delight guide us in working towards our vision and mission.
VISION
To make the world a better place
MISSION
To delight our customers To nurture our staff To contribute to community
RESPONSIBILITIES
- Make every Birds of Paradise boutique a great place to visit by taking charge of your assigned boutique, ensuring operations are running smoothly every day; and by leading a best-in-class service that takes care of every customers’ experience through every touchpoint
- Manage, train and inspire the service crew in being good Birds of Paradise ambassadors and in delivering a best-in-class service
- Ensure compliance with company standards, standard operating procedures, and governing regulations
DUTIES
STRATEGIC
- Observe, improve & implement (in a sustainable manner) better ways of getting things done
- Forecast, plan and balance human resource and roster for the boutique
- Interview and assess service crew candidates for hire
- Forecast and project packaging usage and inventory
DAY-TO-DAY
Supervise boutique operations from opening to closing according to company standards & standard operating procedures, including:
- Punctual boutique opening; quick & complete closing
- Proactive engagement with customers (walk-in, text, phone calls, etc)
- Prepare & serve gelato & complementary products (including for deliveries, events)
- Accurate cashiering & reporting
- Handle customer complaints and feedback with warmth and tact
- Receiving and delivery of goods at boutique
- Proactively maintain entire boutique environment in tip-top condition according to company SOP, including
- Identify & implement measures for health & safety of staff & customers
- Ensure regular servicing is performed (e.g. pest control, drain management, aircon, freezers)
- Daily, weekly and monthly cleaning & maintenance of the boutique premises and equipment
- Organise storage areas
- Identify, implement & manage effective signage (relevance, effectiveness, cleanliness and condition)
- Create a nurturing environment through positive language, feedback and play
- Manage, train and provide feedback to service crew in consistently delivering best-in-class service that meets the company’s service standards; manage their morale, discipline & professionalism
- Submit accurate and timely reports on cashiering, inventory, etc.
- Monitor usage levels and procure consumables (e.g. cleaning, stationery) as required
- Supervise team at ad hoc off-site events (e.g. weddings, live-scoop events)
- Undertake ad-hoc duties as reasonably assigned from time to time
WE ARE LOOKING FOR SOMEONE WITH
- A heart of service
- Strong work ethic (reliable, committed, go-the-extra-mile)
- High level of integrity and professionalism
- Warm & positive communicative skills
- An ambassador who believes in & embodies our brand vision, mission & values
REQUIREMENTS & QUALIFICATIONS
- Diploma or higher
- Basic Food Hygiene certificate
- Proficient with Microsoft Office (excel, word) & Google Suites (google sheet, doc)
- Minimum 2 years of relevant working experience
- Shift work (5-day work week, including weekends & Public Holidays)
REPORTING LINES
Reports to Operations Manager
SUCCESS IS WHEN
Our boutiques are running smoothly and all on-ground issues are resolved in good time, i.e. all standard operating procedures and company standards are adhered to; staff are well-trained, in good spirits, and consistently perform to required service standards; customers are regularly delighted and their issues are resolved quickly.
