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Service Supervisor

Qima Café

Flat, 21 Warren Street, London W1T

£28,000 - £35,000 a year - Full-time

Location

Flat, 21 Warren Street, London W1T

Benefits
Pulled from the full job description

Employee discount
Company pension
Cycle to work scheme

Full job description

About Qima Cafe:

At Qima Cafe, we craft experiences that connect people, places, and passions through every cup we serve. Born in London, we’ve grown into a thriving community of coffee lovers, with our newest location adding a dash of energy to Covent Garden’s vibrant streets.

We’re part of the Qima Coffee family, a brand fueled by sustainability, innovation, and a deep love for the craft. From the sun-drenched hills of Colombia to the lush landscapes of Ecuador and the ancient terraces of Yemen, our farms are the heartbeat of our mission. Every bean we source tells a story of fairness, transparency, and the farmers who pour their dedication into every harvest.

Step into our cafes and you’ll find more than a coffee, you’ll discover vibrant hubs where creativity blooms, friendships spark, and every drink is a masterpiece. Whether it’s a meticulously brewed pour-over, a silky-smooth flat white, or a seasonal creation that surprises the senses, we infuse passion into every step.

Job purpose/ summary of the overall job assignment:

As Service Supervisor at Qima Cafe, you will play a pivotal leadership role in delivering a Michelin-star-style brunch and dessert experience. You will oversee daily service operations while maintaining excellence in customer service, efficiency, and team leadership. You will also contribute to strategic decisions, monitor P&L performance, and ensure our guest experience reflects the Qima brand ethos of quality, elegance, and innovation. This is a hands-on role requiring strong capabilities in P&L oversight, team management, and workflow improvement. You must be passionate about developing people, optimizing costs, and elevating every aspect of the customer journey.

Key Accountabilities / Main Responsibilities:

Leadership & People Development

Lead, mentor, and develop a high-performing service team including Assistant Supervisors, POS Specialists, Senior Servers, and Waitstaff.
Conduct daily team briefings, performance coaching, and formal appraisals.
Create a culture of service excellence, professionalism, and hospitality reflective of fine dining standards.
Champion personal development and team growth through training, mentoring, and recognition programs.

Guest Experience Management

Ensure seamless, attentive, and bespoke service across all touchpoints.
Handle complex customer concerns with poise, empathy, and a solution-focused approach.
Implement guest feedback systems and continuously elevate the overall experience.
Take proactive steps to enhance the customer journey, from arrival to farewell

Operational Oversight

Lead all service operations including shift planning, team deployment, stock management, and cleanliness.
Collaborate closely with baristas, chefs, and kitchen leadership to ensure synchronized, efficient service.
Maintain compliance with all health, safety, and food hygiene standards.
Identify and implement workflow improvements to enhance efficiency and service consistency.

Financial Acumen & Reporting

Support the Senior Customer Experience Specialist with tracking and optimising labour and operational costs.
Hands-on involvement in P&L analysis, sales reporting, and forecasting to ensure commercial targets are met.
Identify cost-saving initiatives while maintaining luxury service standards.

Training, Standards & Brand Representation

Deliver onboarding and continuous training aligned with Qima Cafe’s Michelin-style hospitality model.
Uphold and model Qima’s brand values, tone, and story in every guest interaction.
Stay informed on food, beverage, and hospitality trends; introduce innovations that enhance service delivery.
Additional Responsibilities as required.

Knowledge, Skills, and Experience:

Required:

Minimum 4-5 years in a leadership role in high-end or fine-dining hospitality environments.
Demonstrated excellence in guest service, people management, and operations.
Food pairings, and luxury service rituals.
Familiarity with financial processes including cost control, scheduling, and P&L tracking.
Exceptional communication, presentation, and interpersonal skills.
Flexibility to work across shifts, weekends, and holidays.

Desired: