Role Description:

The Service supervisor must meet a high standard of customer service in order to create a smooth-running business environment with a perfectly orderly and organized service arena. He/she should be responsible for the efficiency of the assigned service shift to meet the highest expectation of the customers and the company; in terms of optimum customer service, satisfaction and order of all service facilities and service staff.

• Ensure cleanliness and general order of Mama Ashanti service facilities & arena according to the expected and communicated standard of the company.
• Ensure that all service crockery, table clothes and other utensils are in good condition for use.
• Ensure that every aspect of complete customer satisfaction as it relates to the assigned shift is given maximum focus and attention at all times.
• Ensure that waitstaff are assigned properly for constant availability of service team members to customers and that they are well instructed, briefed and positioned to deliver service at all times.
• Maintain responsibility and management for assigned service shift through proper planning, supervision and delegation where necessary.
• To ensure that all the details of table setting, service station arrangement, tables and chairs are in perfect and meticulous order at all times during assigned shift as per the standards of the company.
• To ensure that every dissatisfied customer is properly pacified within the company premises and where it becomes reasonably impossible to do so, that the matter is immediately escalated to the service manager or properly constituted authority figure available.
• Ensure that all service areas: Eko lounge, the fine dining space, the gazebo, the garden and the inner rooms are constantly being checked upon within a span of 5 (five) minutes at all times.
• To be responsible for acquiring customer feedback regularly and acting on such feedback where necessary.
• To fill in any gaps in service as to be reasonably expected where necessary without neglecting primary specific duties.
• To be disengaged from serving tables enough to allow focus on general supervision of the totality of the service arena and all customers present.
• To ensure that all service team members are well and regularly trained to ensure optimal performance.
• To carry out briefing meetings with service team members at the beginning of every shift for the purpose of providing relevant information and reminders of any issue that pertains to the particular shift.
• To liaise with, work closely with and advice relevant staff members of the company such as the cleaners and the kitchen staff towards issues that pertain to customer service and satisfaction.
• To perform any and every duty which relates to the highest level of customer experience and satisfaction within assigned shift as is to be reasonably expected, and as per the company policy.