Job Description

Job Summary

The Senior Service Crew is responsible for delivering excellent customer service, supporting daily outlet operations, and assisting the Outlet Supervisor or Manager in coordinating the service team. This role requires strong service skills, operational knowledge, and the ability to guide junior crew members to maintain service quality, cleanliness, and operational efficiency.

3. Key Responsibilities

A. Customer Service and Operations

• Welcome customers and ensure a positive dining experience.
• Take orders, serve food and beverages, and handle customer enquiries professionally.
• Ensure order accuracy and timely service during peak hours.
• Handle customer complaints and service issues professionally, escalating complex matters to management.
• Assist with cashiering, payment processing, and POS system operations.

B. Team Coordination and Supervision

• Guide, support, and train junior service crew members.
• Allocate daily tasks and assist in coordinating service activities when required.
• Monitor team performance and ensure staff follow service standards and company SOPs.
• Support the Outlet Supervisor or Manager in maintaining discipline, teamwork, and service efficiency.
• Assist in onboarding and coaching new team members.

C. Outlet Operations

• Assist with daily opening and closing procedures.
• Ensure dining areas, service counters, equipment, and workstations are clean and organised.
• Monitor service supplies and report low stock or replenishment requirements.
• Coordinate with kitchen staff to ensure smooth food preparation and delivery.
• Follow food safety, hygiene, and workplace safety requirements.
• Report operational issues, equipment problems, and customer feedback to management.

D. Quality Control and Compliance

• Maintain consistent customer service and food presentation standards.
• Ensure compliance with company policies, operational procedures, and hygiene requirements.
• Assist with stock checks and minimise wastage.
• Support management in achieving outlet service, productivity, and customer satisfaction targets.

4. Skills and Competencies

• F&B Operational Knowledge: Practical experience in restaurant, café, or other F&B operations.
• Customer Service Skills: Strong ability to deliver friendly, professional, and efficient service.
• Leadership Skills: Able to guide junior crew members and coordinate daily tasks.
• Communication Skills: Clear and effective communication with customers, colleagues, and management.
• Problem-Solving Skills: Able to handle routine service issues and escalate matters appropriately.
• Cash Handling and POS Skills: Familiarity with payment processing and POS systems.
• Food Safety and Hygiene: Knowledge of proper food handling, cleanliness, and hygiene practices.
• Teamwork: Able to work effectively with service and kitchen teams.
• Time Management: Able to prioritise tasks and maintain service standards during busy periods.
• Attention to Detail: Ensure order accuracy, cleanliness, and consistent service quality.
• Reliability and Accountability: Punctual, responsible, disciplined, and able to work independently when required.

Job Requirements

 Malaysian citizen only.

• Previous F&B working experience is compulsory.
• Prior experience in a senior crew, team leader, or similar role is an advantage.
• Good customer service and interpersonal skills.
• Able to lead by example and support junior staff.
• Willing to work shifts, weekends, and public holidays as required.
• Able to work in a fast-paced environment and handle operational demands.

Skills