Job Description:-

• Oversee all day-to-day activities within the café/lounge to ensure smooth and efficient operations for both human and pet guests.
• Maintain service flow, monitor table turnover, and ensure operational consistency across all shifts.
• Lead, train, coach, and schedule the service team to uphold Petjoy’s hospitality culture.
• Conduct performance evaluations and provide continuous development to maintain high service standards.
• Enforce strict hygiene, sanitation, and food safety protocols (HACCP).
• Ensure a clean, safe, and welcoming environment for pets and their owners.
• Serve as the main point of contact for guest inquiries, concerns, and service recovery.
• Resolve customer issues immediately to protect and enhance the Net Promoter Score (NPS).
• Maintain strong relationships with guests to encourage repeat business.
• Manage daily P&L components including cash flow, cost control, inventory management, and labor allocation.
• Optimize operational efficiency to achieve and exceed profitability targets.

Requirements

• Minimum 10+ years in restaurant or hospitality operations, preferably in high-traffic venues or premium café/lounge brands.
• Proven experience managing diverse teams and handling fast-paced service environments.
• Strong knowledge of P&L management, budgeting, and cost control.
• Advanced experience in staff training, team leadership, and operational workflows.
• Thorough understanding of HACCP, ISO standards, and food safety compliance.
• Excellent communication, problem-solving, and customer service skills.
• Ability to maintain calm and professionalism in high-pressure situations.

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