Job Description

🌟 About Us

Drury Heritage Cafe Lounge is a lifestyle destination in the heart of KL’s Chinatown, combining modern Malaysian cafe culture with rich heritage aesthetics. 

Housed in a beautifully restored heritage building, we serve curated local and Western beverages, ready to serve food, and selected retail items. 

We are not just a cafe, we are a heritage experience. Every detail, from the ambiance to the cup, must be intentional and guest-ready. 

As Cafe Manager, you are at the frontline of that delivery. You lead from the floor to ensure smooth daily operations, strong team performance, and synergy across all corners of the cafe ensuring that every guest enjoys a warm, consistent, and memorable experience.

🪴 Role Summary
As Cafe Manager, you are responsible for the day-to-day execution of cafe operations, guest experience, team performance, and service standards. 

You are not a desk-bound manager. You lead by walking the floor, greeting guests, resolving issues on the spot, supporting food and beverage preparation, guiding your team, and ensuring every detail from ambiance to inventory is handled with care.

You oversee all service zones including bar, preparation, dining floor, display, restrooms, signage, and team readiness. 

You work closely with the Operations Manager, Management (and Founder as required) to maintain brand quality, coach a high-performing team, and refine service SOPs based on daily learnings. You are accountable for food hygiene, customer care, licensing compliance, and a warm, well-organized environment that delights every guest every time.

💼 Key Responsibilities
⚙️ Hands-on Cafe Operations

• Lead daily food & beverage preparation, table service, and guest interactions
• Ensure cafe readiness across all zones: bar, dining area, toilets, signage, fridges, lighting, music and overall ambience
• Walk the floor throughout operating hours to manage flow, peak periods and service quality

💁 Guest Experience & Service Leadership

• Personally greet and engage with guests, especially during peak times
• Coach service SOPs: friendliness, speed, cleanliness, calm under pressure
• Resolve guest concerns promptly and professionally; escalate unresolved issues to the Operations Manager
• Drive a warm, welcoming service culture that encourages repeat visits

📋 Cleanliness, Compliance & Maintenance

• Enforce daily hygiene, food safety and cleanliness SOPs
• Ensure the cafe is always inspection-ready for city hall(DBKL), Health Department, and other authorities
• Maintain cleanliness of all areas including toilets, signage, bar tools, display shelves and waste areas
• Escalate any authority visits, notices, or issues to the Operations Manager immediately

👥 Team & People Management

• Support recruitment, interviews, and shortlisting of cafe crew in coordination with management
• Final hiring decisions remain with Management
• Conduct onboarding, training, uniform issuance, roster planning, performance reviews, and daily briefings
• Coach team performance and address conduct issues with proper documentation
• Ensure every crew member can cross-back each other and uphold service standards

📦 Inventory, Product & Prep Coordination

• Oversee daily inventory usage, FIFO practices and stock rotation
• Ensure ingredient freshness, preparation readiness, and retail shelf presentation
• Work with barista, kitchen, service crew and admin teams to maintain seamless back-end operations
• Monitor wastage and stock variances; report issues to Operations Manager

📊 Reporting & Operations Feedback

• Review daily sales, shift reports, petty cash, and cafe logs
• Highlight operational issues, customer feedback and improvement ideas
• Support implementation of SOP refinements based on daily floor observations 

Job Requirements

Requirements & Qualifications
Experience: 3–5 years in a similar F&B / retail operations role, with at team leadership experience. Cafe/lounge/bar experience preferred.

Service Mindset: Leads from the floor; engaged in guest service and team synergy.

Compliance: Familiarity with local authority regulations for DBKL, Bomba, Health Dept, etc.

 People Management: Experience hiring and supervising front-of-house and back-of-house staff.
Technical Proficiency: Able to operate POS systems, inventory logs, staff scheduling tools and cafe reporting.
Personal Traits: Self-starter, highly organized, calm under pressure, high integrity, reliable follow-through.
Languages: Fluent in English and Bahasa Malaysia. Mandarin/Cantonese and foreign language is an advantage.

Skills