Restaurant Captain

Role Overview

We seek a motivated and responsible individual to oversee front-end operations at our cloud kitchen, ensuring each order is delivered accurately, promptly, and with an outstanding customer experience.

Responsibilities

• Accurately pack food orders following order tickets.
• Confirm all items, quantities, add-ons, and special instructions before dispatch.
• Ensure packaging is neat, secure, and presentable while minimizing packing errors.
• Coordinate with kitchen staff to guarantee timely dispatch of orders.
• Monitor order flow from various delivery platforms and ensure swift handover to delivery personnel.
• Track delays proactively and resolve issues to maintain workflow especially during peak times.
• Respond professionally to customer calls, address queries, complaints, and gather feedback.
• Liaise with delivery partners and platform aggregators when needed and escalate issues appropriately.
• Manage online platforms by pausing/unpausing menu items and reporting technical faults.
• Oversee inventory of packaging materials, notify management about low supplies, and organize these items to prevent waste.
• Maintain cleanliness and organization of packaging and dispatch areas, adhering to hygiene and food safety norms, and uphold personal hygiene standards.
• Verify food presentation, inclusion of cutlery, condiments, and promotional materials, and ensure food temperature and packaging integrity prior to dispatch.
• Manage opening and closing routines of the packaging station according to SOP, complete daily checklists, and maintain records on rejected or cancelled orders.
• Support kitchen teams during busy periods and assist in training new staff, fostering clear communication among chefs, supervisors, and delivery agents.

Requirements and Qualifications

• Strong communication skills in English, Hindi, or local language.
• Customer-centric demeanor with polite and friendly interaction.
• Basic proficiency with smartphones and computers.
• Ability to multitask efficiently under pressure with keen attention to detail.
• Dependability with punctuality and a positive, proactive approach.
• Minimum education: high school diploma or equivalent.
• Prior experience in restaurant, café, cloud kitchen, or food delivery environment is advantageous but not mandatory.

Performance Indicators

• Accuracy in packing with at least 99% correct orders.
• Timely dispatch of orders.
• High customer satisfaction level with minimal complaints.
• Adherence to packaging hygiene standards.
• Consistent attendance and punctuality.
• Effective teamwork and discipline.

Working Conditions

• Rotational shifts including weekends and holidays.
• One weekly day off per company policy.

Expectations

• Ownership and accountability for every order processed.
• Respectful and professional customer interactions.
• Maintain speed without lowering quality standards.
• Proactive problem-solving and excellent service representation of the brand.