Restaurant Captain

About the RoleWe are looking for an energetic, responsible, and customer-focused team member to manage front-end operations in our cloud kitchen. This role is critical to ensuring every order reaches customers accurately, on time, and with a great experience.

• Key ResponsibilitiesOrder ManagementPack food orders accurately according to order tickets.
• Verify all items, quantities, add-ons, and special instructions before dispatch.
• Ensure packaging is clean, secure, and presentable.
• Maintain packaging quality and minimize packing errors.

Operations

• Coordinate with the kitchen team to ensure timely order dispatch.
• Monitor incoming orders from delivery platforms.
• Ensure delivery partners receive orders promptly.
• Track order delays and proactively resolve issues.
• Maintain smooth workflow during peak hours.

Customer Support

• Answer customer phone calls professionally.
• Handle order-related queries, complaints, and feedback politely.
• Coordinate with delivery partners and aggregators when required.
• Resolve customer issues quickly and escalate when necessary.

Platform Management

• Monitor Swiggy, Zomato, and other delivery platforms.
• Pause/unpause items when instructed.
• Report technical issues immediately.
• Update order status wherever required.

Inventory & Packaging

• Monitor stock of packaging materials.
• Inform management before supplies run low.
• Organize packaging materials neatly.
• Prevent wastage of disposables.

Hygiene & Cleanliness

• Keep the packaging station clean and organized at all times.
• Follow food safety and hygiene standards.
• Maintain personal hygiene and wear a clean uniform.
• Ensure the dispatch area remains clutter-free.

Quality Control

• Check food presentation before packing.
• Ensure correct cutlery, tissues, condiments, and promotional inserts are included.
• Verify food temperature and packaging integrity before dispatch.

Daily Operations

• Open and close the packaging station as per SOP.
• Complete daily operational checklists.
• Maintain records of rejected, cancelled, or returned orders.
• Report equipment issues immediately.

Teamwork

• Assist kitchen staff during busy hours if required.
• Communicate effectively with chefs, supervisors, and delivery partners.
• Support new team members during training.

Desired Skills

• Good communication skills (English, Hindi, or local language).
• Customer-friendly attitude.
• Basic smartphone and computer knowledge.
• Ability to multitask under pressure.
• Attention to detail.
• Punctual and reliable.
• Positive attitude and willingness to learn.

Preferred Qualifications

• High school diploma or equivalent.
• Experience in restaurants, cafés, cloud kitchens, or food delivery operations is preferred but not mandatory.
• Performance Metrics (KPIs)Packing accuracy (minimum 99%)
• On-time order dispatch
• Customer satisfaction
• Low packing error rate
• Minimal order complaints
• Packaging hygiene standards
• Attendance and punctuality
• Teamwork and discipline

Working Hours

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

What We Expect

• Take ownership of every order.
• Treat every customer with respect and professionalism.
• Maintain speed without compromising quality.
• Be proactive in solving problems.
• Represent the brand through excellent service and operational excellence.