Store Supervisor & Guest Experience Officer

ABOUT THE ROLE:

Are you passionate about leading a team, creating premium guest experiences, and being the face of an exciting events and nightlife venue? We're looking for an enthusiastic, proactive, and committed Store Supervisor to take the helm of our vibrant and upscale Family KTV Lounge and Bar - 80 Degrees & Virtue Luxury Lounge located in SM Northwing, Uptown, Cagayan de Oro.

This is an exciting opportunity for someone who thrives in a fast-paced, energetic environment, is passionate about hospitality, and has an eye for excellence in every aspect of operations. As a Supervisor, you’ll be the face of our brand, leading our team, boosting store performance, and ensuring every guest has a memorable time. This job will require full commitment, flexibility, ability to work night shifts and weekends, must have reliable attendance, and adaptability to prioritize and ensure great store performance.

WHAT YOU'LL DO:

1. Lead with Integrity & Inspire Excellence:

• Set the standard for outstanding service and operational quality.
• Train, mentor, and empower your team to meet and exceed expectations.
• Enforce company policies, instill discipline, and nurture a culture of respect and high performance.
• Assist in the training and development of the front-of-house team, ensuring they are equipped with the necessary knowledge and skills to provide an outstanding guest experience

2. Deliver Outstanding Guest Experiences:

• Be the heart and soul of the establishment—engaging with guests, ensuring they feel welcome, and handling concerns gracefully.
• Respond to customer feedback promptly, ensuring a flawless and delightful experience every time.
• Serve as the primary point of contact for customer inquiries, complaints, and feedback, and work to resolve any issues in a timely and professional manner
• Maintain a clean, organized, and welcoming store environment to create a positive impression for all customers.

3. Boost Sales & Drive Performance:

• Identify and implement innovative strategies to maximize store performance.
• Collaborate with the marketing team to execute unique promotions, themed events, and other initiatives to draw in and captivate customers.
• Monitor sales data to assess performance and develop plans for continuous improvement.

4. Ensure Operational Efficiency:

• Oversee all aspects of day-to-day operations, including staff scheduling, bookings, and event management.
• Uphold cleanliness, safety, and operational excellence through routine inspections and prompt action.
• Manage inventory and stock, making sure everything needed is readily available.

5. Lead Events & Special Occasions:

• Take charge of the planning and execution of exclusive & catering events, and other special events - ensuring unforgettable atmosphere for guests.

6. Collaboration Across Branches:

• Work closely with another supervisor to manage two adjacent stores, ensuring both run seamlessly.
• Support other branches when required, showcasing adaptability and teamwork.

7. Close Coordination with Owners:

• Maintain clear and proactive communication with owners regarding business needs and performance metrics.
• Implement feedback to continuously enhance the quality and success of operations.
• Collaborate with the management team to identify and implement strategies to improve customer satisfaction and drive business growth.

WHAT WE'RE LOOKING FOR:

• A Visionary Leader: Proven supervisory experience, preferably in hospitality, nightlife, or a similar fast-paced industry, with a drive to inspire and bring out the best in others.
• Customer-Focused: You take pride in delivering excellent service, making every guest feel like a VIP.
• Detail-Oriented & Organized: You maintain high standards of cleanliness, efficiency, and quality throughout the establishment.
• Proactive & Adaptable: Leaders should always be steps ahead of the team, planning in advance for events and daily operations to ensure all aspects—from stock to manpower—are ready. You are adaptable, ready to step into different roles and support other branches when needed.
• Initiative & Improvement-Driven: You embrace feedback, are willing to take correction, and consistently look for ways to enhance operations, guest satisfaction, and team performance.
• Tech-Savvy: You are skilled at monitoring and responding to online inquiries, managing social media platforms, and utilizing business suite tools to enhance our online presence. Familiarity with POS systems and basic computer applications.
• Excellent Communicator: You have strong communication and interpersonal skills that allow you to effectively interact with guests, team members, and stakeholders. You can motivate the team and foster a positive work environment.
• Proactive Problem Solver: You handle challenges confidently, making decisions that benefit guests, staff, and the overall operation.
• Performance-Driven: You have a strong focus on achieving and surpassing targets, ensuring that both the guest experience and business thrive.
• Multitasking Expert: With excellent organizational and multitasking skills, you prioritize tasks effectively and perform well under pressure.
• Positive Attitude: You bring a friendly, enthusiastic attitude to the job, with a genuine passion for creating memorable guest experiences.

Work Schedule & Location:

• Branch Location: 80 Degrees Family KTV & Virtue Luxury Lounge, 2nd Floor, SM Northwing, Upper Carmen, Cagayan de Oro.
• Work Shifts: Two Supervisors will work collaboratively, assigned to either of these shifts: 3 PM - 12 AM or 6 PM - 3 AM. Flexibility is required to work night shifts, weekends, and peak days. Night differential pay is provided. Days off will typically be on either Monday or Tuesday.

Work Perks:

• Complimentary Staff Meal: Enjoy a free meal during your shift to keep you energized.
• 5% Service Charge: Earn a share of the service charge distributed daily. Earn up to an additional incentive of Php 50 to Php 500 per day, depending on sales performance.
• Customer Tips: Benefit from the generous tips given by satisfied customers.
• Quota Incentives: Achieve sales targets and receive bonus incentives for your hard work, exclusive to supervisors.
• Night Differential Pay: Receive additional compensation for night shifts, recognizing your flexibility.
• Social Security System (SSS) Contributions: Enjoy the security and benefits that come with regular SSS contributions.