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👔 Sales Supervisor Guide

Learn how to manage inventory, oversee daily operations, and supervise staff effectively.

🎯 Your Main Responsibilities​

As a store supervisor, you will:

  • Manage stock and inventory
  • Monitor sales and operations
  • Supervise cashiers and kitchen staff
  • Handle stock transfers and adjustments
  • Generate operational reports
  • Resolve customer issues
  • Ensure quality standards

📊 Supervisor Dashboard​

Accessing Your Dashboard​

  1. Log in with your supervisor credentials
  2. Click Dashboard from main menu
  3. You'll see operational overview:
    • Today's sales summary
    • Stock alerts (low stock items)
    • Active orders count
    • Staff on duty
    • Quick action buttons

📦 Inventory Management​

Checking Stock Levels​

View Current Stock:

  1. Go to Product → Product List
  2. You'll see all products with quantities
  3. Use filters:
    • By category
    • By location/branch
    • By stock status (In stock, Low stock, Out of stock)

Understanding Stock Indicators:

  • 🟢 Green = Good stock (above minimum)
  • 🟡 Yellow = Low stock (near minimum)
  • 🔴 Red = Out of stock or critical

Stock Transfers Between Locations​

When to Transfer:

  • One branch has excess stock
  • Another branch running low
  • Balancing inventory across locations

How to Transfer Stock:

Step 1: Create Transfer Request

  1. Go to Stock → Stock Transfer
  2. Click New Transfer
  3. Fill in details:
    • From Location: Source branch
    • To Location: Destination branch
    • Transfer Date: Today's date
    • Reference: Transfer reason

Step 2: Add Items

  1. Click Add Item
  2. Search and select product
  3. Enter Quantity to transfer
  4. Add more items if needed
  5. Review total items

Step 3: Submit Transfer

  1. Double-check all items
  2. Click Create Transfer
  3. System generates transfer document
  4. Print transfer note for driver
  5. Status: "Pending" → "In Transit"

Step 4: Receive Transfer (at destination)

  1. Go to Stock → Receive Transfer
  2. Find pending transfer
  3. Click Receive
  4. Verify received quantities
  5. Adjust if discrepancies
  6. Click Complete Receipt
  7. Stock automatically updates

Stock Adjustment​

When to Adjust:

  • Physical count differs from system
  • Damaged or expired items
  • Theft or loss
  • System errors

How to Adjust Stock:

  1. Go to Stock → Stock Adjustment
  2. Click New Adjustment
  3. Select Adjustment Type:
    • Increase (add stock)
    • Decrease (remove stock)
  4. Select Location
  5. Add products:
    • Search product
    • Enter quantity change
    • Enter reason (required)
  6. Click Save Adjustment
  7. Manager approval may be required for large adjustments

Common Adjustment Reasons:

  • Physical count correction
  • Damaged goods
  • Expired items
  • Theft/loss
  • System correction
  • Quality control rejection

Stock Damage/Wastage​

Recording Damaged Items:

  1. Go to Stock → Stock Damage
  2. Click New Damage Record
  3. Fill in:
    • Date: When discovered
    • Location: Which branch
    • Reason: Why damaged
  4. Add items:
    • Select product
    • Enter quantity damaged
    • Add notes (optional)
  5. Click Save
  6. Take photo of damaged items (if policy requires)

Damage Reasons:

  • Expired
  • Spoiled
  • Broken during handling
  • Quality issues
  • Staff meal consumption
  • Customer return

📋 Daily Operations​

Opening Procedures​

Morning Checklist:

  • Arrive 30 minutes before opening
  • Turn on all systems and equipment
  • Check cashier opening cash
  • Review staff schedule
  • Check stock for today's specials
  • Verify kitchen has all ingredients
  • Test POS and KDS systems
  • Brief staff on any changes/promotions
  • Unlock doors at opening time

Monitoring During Service​

Walk-Through Checks:

  • Check front counter every 30 minutes
  • Monitor kitchen display for delays
  • Observe staff performance
  • Check customer satisfaction
  • Ensure cleanliness standards
  • Watch for low stock items
  • Monitor order flow

Handling Rush Hours:

  1. Station yourself where you can see everything
  2. Jump in to help (cashier/runner) if needed
  3. Keep communication clear between front and kitchen
  4. Prioritize orders smartly
  5. Keep customers informed of wait times
  6. Stay calm and lead by example

Closing Procedures​

Evening Checklist:

  • All orders completed and paid
  • Count cashier closing cash
  • Verify cash matches system records
  • Complete daily cash report
  • Check stock levels for tomorrow
  • Note any items to reorder
  • Clean and sanitize all areas
  • Turn off equipment
  • Set security alarm
  • Lock all doors

🍽️ Staff Management​

Managing Cashiers​

Responsibilities:

  • Assign cash registers
  • Monitor cash handling
  • Approve large discounts
  • Handle payment disputes
  • Review daily sales reports

When Cashier Needs You:

  • Customer complaints
  • Discount requests
  • Payment issues
  • Order cancellations
  • System problems

Managing Kitchen Staff​

Responsibilities:

  • Ensure food quality
  • Monitor order times
  • Handle customer complaints about food
  • Approve 86 items (out of stock)
  • Manage kitchen schedule

Kitchen Quality Checks:

  • Spot check dish presentation
  • Monitor food temperature
  • Verify portion sizes
  • Check food safety compliance
  • Taste-test periodically

Handling Staff Issues​

Late Arrivals:

  1. Note the time
  2. Speak privately with staff member
  3. Document if recurring
  4. Report to manager if serious

Performance Issues:

  1. Observe and document
  2. Provide immediate feedback
  3. Offer coaching/training
  4. Follow up to verify improvement
  5. Escalate to manager if no improvement

Conflicts:

  1. Separate staff if needed
  2. Listen to both sides
  3. Find fair solution
  4. Document incident
  5. Inform manager of serious issues

👥 Customer Service​

Handling Complaints​

Service Complaints:

Step 1: Listen

  • Let customer explain fully
  • Don't interrupt
  • Show empathy

Step 2: Apologize

  • "I'm sorry for the inconvenience"
  • Even if it's not your fault
  • De-escalate the situation

Step 3: Solve

  • Offer solution:
    • Remake the dish
    • Discount
    • Complimentary item
    • Refund (if serious)
  • Use your judgment

Step 4: Follow Up

  • Ensure customer is satisfied
  • Thank them for feedback
  • Invite them back

Step 5: Document

  • Record complaint
  • Note resolution
  • Report to manager

Refund Authorization​

When to Approve:

  • Incorrect order
  • Poor food quality
  • Unreasonable wait time
  • Service error

How to Process Refund:

  1. Verify the issue
  2. Check original receipt
  3. Go to POS system
  4. Open the order
  5. Click Refund
  6. Enter supervisor password
  7. Select refund reason
  8. Process refund
  9. Print refund receipt
  10. Have customer sign (if policy requires)

📈 Reports & Analytics​

Daily Sales Report​

Generating Report:

  1. Go to Reports → Daily Sales
  2. Select Date: Today or specific date
  3. Select Branch: Your location
  4. Click Generate Report

Report Shows:

  • Total sales amount
  • Number of orders
  • Average transaction value
  • Sales by payment method (Cash, Card, QR)
  • Sales by order type (Dine-in, Takeaway, Delivery)
  • Top selling items
  • Hourly sales breakdown

What to Do:

  • Review report daily
  • Compare to previous days
  • Identify trends
  • Report unusual patterns to manager
  • Use data to improve operations

Stock Movement Report​

Checking Stock Activity:

  1. Go to Reports → Stock Movement
  2. Select date range
  3. Select product or category
  4. Click Generate

Report Shows:

  • Stock in (purchases, transfers in)
  • Stock out (sales, transfers out)
  • Stock adjustments
  • Current balance
  • Stock value

Use For:

  • Inventory reconciliation
  • Identifying fast-moving items
  • Planning reorders
  • Detecting discrepancies

Low Stock Report​

Monitoring Low Stock:

  1. Go to Reports → Low Stock Items
  2. System shows items below minimum level
  3. Review list daily

Action Steps:

  1. Check if item is still needed
  2. Create purchase request
  3. Or transfer from another branch
  4. Update minimum stock levels if needed

🛒 Purchase Management​

Creating Purchase Request​

When to Order:

  • Stock below minimum level
  • Anticipated demand (events, promotions)
  • Seasonal items
  • Regular supplier schedule

How to Create Purchase Request:

Step 1: Start Request

  1. Go to Purchase → Purchase Request
  2. Click New Request
  3. Select Supplier
  4. Enter Requested Date

Step 2: Add Items

  1. Click Add Item
  2. Search for product
  3. Enter Quantity needed
  4. Add Notes if special requirements
  5. Repeat for all items

Step 3: Submit

  1. Review all items
  2. Check quantities
  3. Click Submit Request
  4. Manager will review and approve
  5. Once approved, becomes Purchase Order
  6. Supplier is notified

Receiving Goods (GRN)​

When Supplier Delivers:

Step 1: Verify Delivery

  1. Check delivery note matches PO
  2. Count physical items
  3. Check quality and expiry dates
  4. Note any discrepancies

Step 2: Create GRN

  1. Go to Purchase → Goods Receipt
  2. Find matching Purchase Order
  3. Click Create GRN
  4. Enter received quantities
  5. If short delivery, enter actual amount
  6. Add notes about quality/issues

Step 3: Complete

  1. Click Save GRN
  2. Stock automatically updates
  3. Print GRN for records
  4. File with delivery note
  5. Invoice will be matched later by accounts

🔢 Cash Management​

Monitoring Cash Drawer​

Supervisor Responsibilities:

  • Verify opening cash count
  • Approve large transactions
  • Review cash drops
  • Verify closing cash count
  • Investigate discrepancies

Cash Drop Procedure​

When cash drawer is full:

Cashier Actions:

  1. Count excess cash
  2. Fill out cash drop form
  3. Put in envelope
  4. Call supervisor

Your Actions:

  1. Verify count with cashier
  2. Seal envelope
  3. Sign cash drop form
  4. Place in safe
  5. Log in cash management system
  6. Give copy to cashier

Handling Discrepancies​

If Cash Short:

  1. Recount with cashier present
  2. Check all receipts again
  3. Look for unprocessed transactions
  4. Review void/refund transactions
  5. Document discrepancy
  6. Report to manager
  7. Investigate if recurring

If Cash Over:

  1. Recount to verify
  2. Check for duplicate entries
  3. Look for unlogged sales
  4. Document overage
  5. Report to manager
  6. Hold overage for reconciliation

⚠️ Emergency Procedures​

System Down​

If POS/System Fails:

  1. Stay Calm

    • Inform staff immediately
    • Don't panic customers

  2. Manual Processing

    • Use backup paper receipts
    • Record orders manually
    • Calculate totals on calculator
    • Write down all transactions

  3. Call Support

    • Contact IT immediately
    • Follow troubleshooting steps
    • Get estimated fix time

  4. Data Entry Later

    • When system is back up
    • Enter all manual transactions
    • Verify totals match
    • Reconcile carefully

Safety Issues​

Fire:

  1. Evacuate customers and staff
  2. Call 911 / emergency services
  3. Use fire extinguisher only if safe and small fire
  4. Don't risk your life
  5. Call manager

Injury:

  1. Provide first aid
  2. Call emergency services if serious
  3. Document incident
  4. Fill out incident report
  5. Inform manager immediately

Theft/Robbery:

  1. Comply with demands (safety first)
  2. Don't be a hero
  3. Observe details (appearance, direction)
  4. Call police after threat has passed
  5. Don't touch anything (evidence)
  6. Support traumatized staff

✅ Weekly Supervisor Tasks​

Stock Taking​

Physical Inventory Count:

  1. Schedule during slow time or closed hours
  2. Divide sections among staff
  3. Count systematically (top to bottom, left to right)
  4. Record on stock take sheets
  5. Enter into system
  6. Compare to system quantities
  7. Investigate large discrepancies
  8. Adjust stock as needed
  9. Report findings to manager

Quality Audits​

Checklist:

  • Food storage temperatures
  • Expiry date checks
  • Cleanliness and sanitation
  • Equipment maintenance
  • Staff uniform and hygiene
  • Customer area cleanliness
  • Menu accuracy
  • Pricing accuracy

Staff Reviews​

One-on-One Meetings:

  • Schedule 15-min meetings with each staff member
  • Discuss performance
  • Give positive feedback
  • Address areas for improvement
  • Listen to concerns
  • Set goals for next week

🎓 Pro Tips for Supervisors​

Leadership​

  • 👥 Lead by example - do what you ask others to do
  • 👥 Be visible - walk around, be present
  • 👥 Stay calm under pressure - staff look to you
  • 👥 Recognize good work - praise publicly
  • 👥 Coach privately - correct mistakes one-on-one

Efficiency​

  • ⚡ Plan ahead - anticipate busy times
  • ⚡ Cross-train staff - flexibility in scheduling
  • ⚡ Prevent problems - don't just fix them
  • ⚡ Use reports - data-driven decisions
  • ⚡ Stay organized - systems and checklists

Customer Focus​

  • 😊 Greet regulars by name
  • 😊 Handle complaints with care
  • 😊 Maintain standards - consistency is key
  • 😊 Listen to feedback - customers and staff
  • 😊 Create welcoming atmosphere

Communication​

  • 📢 Brief staff at shift start
  • 📢 Keep everyone informed
  • 📢 Listen actively
  • 📢 Document important info
  • 📢 Report to manager regularly

📞 Contact Information​

Report To:

  • Store Manager: Daily operations, staff issues
  • Regional Manager: Major issues, policy questions
  • IT Support: System problems
  • Maintenance: Equipment issues
  • HR: Employee concerns

Emergency Contacts:

  • Emergency Services: 911
  • IT Hotline: [Number]
  • Manager Mobile: [Number]
  • Head Office: [Number]

🔑 Quick Reference​

Your Authority Level​

✅ You Can:

  • Approve discounts up to 20%
  • Approve refunds up to ฿1,000
  • Adjust stock (with documentation)
  • Transfer stock between branches
  • Create purchase requests
  • Override order cancellations
  • Approve staff breaks/swaps

❌ Requires Manager:

  • Discounts over 20%
  • Refunds over ฿1,000
  • Large stock adjustments
  • Price changes
  • Staff discipline/termination
  • Major purchases
  • Policy exceptions

Key Reports to Review​

  • Daily: Sales report, low stock alert
  • Weekly: Stock movement, staff performance
  • Monthly: Inventory valuation, P&L contribution

Remember: You're the backbone of daily operations! Your attention to detail, leadership, and problem-solving keep everything running smoothly. Empower your team, maintain standards, and communicate effectively. You've got this! 💪🌟