The supervisor interacts with many different people: guests, employees, suppliers, repairmen, and sometimes even authorities. When communicating with each of them, it's essential to maintain a consistent demeanor and communication style. Below, we will discuss fundamental norms and rules to help you establish effective communication with anyone, regardless of the situation.

This way you can understand the motivation, ask the right questions in time, offer a compromise and so on.

During the interaction, it's crucial to stay calm and composed, maintaining control of the situation as the supervisor. The question to always keep in mind is: what problem am I currently addressing?

Additionally, remember that communication works on multiple levels at the same time. At first, a person notices external cues such as grooming, attire, and body language, which can influence their perception. Therefore, it's important to present yourself professionally and confidently, avoiding nervous gestures or insecure posture.

Then, a person subconsciously analyzes body language, so pay attention to your non-verbal cues. Nervous twitches, a wandering gaze, or closed body language can demonstrate insecurity.

Lastly, evaluate your speech. Is your communication clear and articulate? Are you avoiding unnecessary filler words? Ensure your manner of speaking aligns with the situation and fosters effective communication.

These initial impressions are formed within seconds, making it challenging to alter them once established. Therefore, it's crucial to make a positive and professional impression from the outset.

As mentioned previously, communication involves both verbal and non-verbal cues, including gestures, head tilt, posture, and facial expressions. It's important to note that sometimes verbal and non-verbal signals may contradict each other, underscoring the significance of careful observation.

Body language serves as a powerful tool in dialogue. However, it's essential for your movements to appear natural; otherwise, you may come across as insincere.

When interacting with guests, embody the demeanor of a gracious host. Keep in mind that as the supervisor, you represent the face of the company. Maintain a dialogue that exudes calmness, confidence, and friendliness, positioning yourself as an ally capable of resolving any concerns.

In all interactions, uphold the principle that the guest is always right. Approach every situation with friendliness, correctness, patience, and politeness. Give your full attention to the guest, demonstrating professionalism and expertise throughout the exchange.

There are other important communication rules to consider, especially when a guest requests to speak with the manager or approaches you directly in the hall. What to do?

If a guest expresses a desire to talk:

• The supervisor should retrieve a tablet, log into the CRM system, and review the guest's information.
• Approach the guest only after you have gathered all the necessary information.

If a guest approaches you in the hall:

• Immediately attend to the guest who initiated the conversation.

During evening seating hours — from 6pm until closing — the supervisor must approach each table, including VIP areas, at least once, and conduct a short table visit. What is a table visit? This process helps assess how satisfied guests are with the service at their table. Keep in mind that the guest's tone of voice is as significant as their answers.

How does the table visit take place?

Each table should be approached approximately 30-45 minutes after guests have had been seated. The supervisor should introduce himself and ask a series of questions such as:

• How is your experience going?
• Have your drinks/shishas been brought out promptly?
• Have employees been attending to your table frequently?

These questions serve as a guideline, not a strict script. The main goal is to identify any dissatisfaction before guests feel the need to voice it themselves. It's crucial for the conversation to feel natural and unobtrusive.

In summary:
Between 6pm and closing, the supervisor should approach each table (this is essential) and conduct a brief survey. The aim is to casually ask a few questions in a conversational manner.

If an employee has made a mistake and caused frustration for the guest, it's supervisor's responsibility to address the issue promptly. If a guest expresses dissatisfaction, the supervisor should notify the manager immediately and then approach the guest. Begin by acknowledging the unpleasantness of the situation. For instance, you might say, "I understand your frustration, and I apologize for any inconvenience caused."

Next, empathize with the guest's perspective and offer a solution to resolve the issue. You could say, "Allow me to make it right by offering you a complimentary shisha session, drink, or dessert as a gesture of apology for this misunderstanding." Be flexible and open to finding customized solutions that meet the guest's needs.

Avoid becoming defensive and instead view the guest's feedback as an opportunity for improvement. Encourage them to express their concerns freely, as their satisfaction is our priority. Let's work together to address any gaps in our service and ensure a positive experience for all guests.

When communicating with your subordinates, remember that the team is one of our core values. Relationships with your employees should be built on the principles of mutual respect and support. There is also a simple and ingenious rule: talk to your team the way you would like your management to talk to you.

Be firm but fair. Be sure to praise the team if they are doing a great job. Also, don't overlook their mistakes — address any unpleasant moments with the employee directly. Don't expect the problem to resolve itself.

To improve communication with employees, don't limit yourself to socializing during meetings. Schedule in-person meetings and additional common meetings as needed. Additionally, through daily five-minute meetings, the supervisor can identify gaps in the team's knowledge and help address them.

Communication with the team should be ongoing. Engage with the team throughout the shift. Highlight areas needing more attention during work and provide guidance on how to resolve any difficulties that arise.

The supervisors report directly to the managers and are available for emergency and non-standard situations almost around the clock. You may also receive requests from the managers that you must promptly fulfill.

The managers communicate with the senior management on a daily basis. Every first Friday of the month, there is a general meeting for directors and managers only. Typically, results are discussed, and plans for the current month are adjusted. The direction for further work is also determined.

A few basic rules:

1. During the opening hours of the venue, one of the supervisors should always be reachable, even if they are not physically present at TIMELESS.

• If an emergency request is received from the managers, it must be promptly fulfilled.Confirm that you are taking the task under control or execution.
• Report the fulfillment of the request.
• If you cannot complete the task due to reasons beyond your control, notify the managers.
• If the task is important but not urgent, prioritize it. Make sure to ascertain when the task is due and report on progress.