The posting
We are looking for a responsible, hands-on and customer-oriented Full-Time Gelato Shop Supervisor to oversee the daily operations of our gelato shop.
The Supervisor will lead the service team, drive sales performance, maintain high customer service and operational standards, manage stock and cleanliness, ensure SOP compliance, and report directly to the Area Manager.
Key Responsibilities
Shop Operations
● Oversee daily opening, operations and closing procedures.
● Ensure gelato, cashier, cone, waffle and beverage stations are properly set up and maintained.
● Ensure the shop is clean, organised and operationally ready at all times.
● Resolve day-to-day operational issues promptly.
Staff Management
● Supervise, guide and allocate duties to service crew.
● Monitor staff punctuality, attendance, grooming and performance.
● Train new staff on gelato, cones, waffles, beverages, cashiering, cleaning and SOPs.
● Coach staff on service and sales techniques.
● Lead by example and maintain a positive team environment.
Sales & Performance
● Drive the team to achieve daily, weekly and monthly sales targets.
● Actively push sales and motivate staff to achieve individual and team targets.
● Encourage effective upselling and cross-selling, including recommending additional scoops, premium flavours, waffles, beverages and other suitable products.
● Train staff to identify sales opportunities and make appropriate recommendations to customers.
● Monitor sales performance and provide feedback to the team.
● Track customer traffic, average transaction value and ticket count.
● Identify opportunities to increase sales and improve overall shop performance.
● Ensure all promotions are actively communicated and properly executed.
● Report sales performance and areas for improvement to the Area Manager.
Customer Service
● Ensure friendly, professional and efficient customer service.
● Assist customers with product recommendations and enquiries.
● Encourage staff to engage customers and recommend suitable products without being pushy.
● Handle customer feedback and complaints professionally.
● Ensure consistent service standards across the team.
Product & Food Quality
● Ensure gelato is stored, displayed and served according to company standards.
● Ensure cones, waffles, coffee and beverages are prepared according to SOPs.
● Monitor product quality, presentation and portioning.
● Ensure proper food hygiene and equipment handling.
Cashiering & Promotions
● Ensure POS transactions, discounts, vouchers and promotions are processed correctly.
● Ensure all staff understand and follow current promotions.
● Monitor promotional performance and customer response.
Stock & Inventory
● Conduct and supervise weekly/monthly stocktakes.
● Check incoming deliveries and ensure proper storage.
● Monitor stock levels, wastage, damaged items and discrepancies.
● Report stock requirements and issues to the Area Manager.
Cleaning & Hygiene
● Ensure high standards of cleanliness, hygiene and food safety.
● Conduct regular checks of all workstations, dining areas and equipment.
● Ensure staff follow cleaning SOPs and use the correct cleaning materials.
Reporting
● Report daily operational issues, customer complaints, staff matters, stock discrepancies and equipment issues to the Area Manager.
● Provide feedback on staff performance, sales and operational improvements.
● Ensure management instructions are communicated clearly to the team.
Requirements
● Previous F&B, café, gelato, ice cream or retail experience.
● Supervisory/team-lead experience preferred.
● Strong customer service and communication skills.
● Sales-driven with a proven ability to upsell and achieve targets.
● Able to lead, motivate and coach a team.
● Responsible, punctual and reliable.
● Good problem-solving and organisational skills.
● Basic POS/cashiering knowledge.
● Coffee and waffle experience is an advantage.
● Comfortable working in a fast-paced environment.
● Able to work shifts, weekends and public holidays.
We Are Looking For Someone Who Is
● Sales-driven and target-oriented.
● Responsible and disciplined.
● Hands-on and willing to assist the team.
● Customer-focused and approachable.
● Confident in leading and motivating a team.
● Comfortable coaching staff on upselling and sales.
● Detail-oriented and organised.
● Able to remain calm under pressure.
● Proactive in solving problems.
● Able to lead by example.
Working Hours
● Full-time position
● 5–6 days per week, depending on roster
● Shift-based schedule
● Weekend and public holiday work is required
Key Performance Expectations
The Supervisor is responsible for ensuring the shop runs smoothly, sales targets are actively driven, staff consistently upsell and promote products, customers receive excellent service, products are prepared to standard, stock and cleanliness are properly managed, and all operational issues are reported to the Area Manager.
