Reports to: Manager
Direct Reports: In the absence of the Manager, all employees within the unit, including all bar and waiting staff, door personnel and cleaners
To ensure that caring, courteous service is provided at all times. In the absence of the Manager, full responsibility for all facets of the premises in order to maximize unit profitability and continually strive for improvement. We are looking for a natural leader with a competitive edge that can help us expand and improve our business and to set a good example to the whole unit by upholding a high degree of Company discipline, whilst at the same time creating a fun, team environment.
Profit and Turnover
To assist with the management of variable costs such as wages, heat and light, and to ensure that equipment is properly used to avoid unnecessary repair or replacement.
To provide ideas, suggestions and feedback to the Manager with regards to promotions and entertainment.
To actively promote the sales for functions / events etc, and to ensure that staff are also involved in promoting such events.
To recognize niches in the market that will make our brand unique.
Needs to be aware of competitor activity.
Provision of Excellent Customer Service
To ensure a high level of customer service at your premises at all times, ensuring that the customer always comes first and that there is management presence on the floor during peak trading hours.
To lead by example and show the high standards that we expect.
To encourage the team to upsell by identifying selling opportunities and handling customer’s needs individually
To ensure that all staff are aware of company products and current promotions, including their origins and main selling points.
To ensure that the basic service duties are in compliance with Company standards.
To identify customer demands and suggest ideas that make us stand out from our competitors.
To be proactive in all facets of social media, including, but not restricted to: Facebook, Twitter and You Tube.
To maintain strict control over all stock in line with established Company procedures including purchasing, handling, portioning, wastage and administration.
To ensure that deliveries are received in good condition and checked and any discrepancies followed through as appropriate.
To assist the Manager in maintaining control of man-hour costs by reacting to increases / decreases in trade.
To assist the Manager with the recruitment and selection of staff.
To assist in the creation of accurate rosters.
To lead by example, approaching work professionally with a supportive and caring attitude to staff.
To assist the manager in making the working environment enjoyable.
Team Development and Performance Management
To identify and act upon the training needs of the staff.
To ensure that all staff is trained to the standards set by the Company in order to consistently achieve the required level of performance, including Induction training for new staff.
To participate in carrying out staff assessments and appraisals.
To identify poor performance / conduct issues and take appropriate action, such as re training, coaching or disciplining, and, in the absence of the Manager, to liaise with the Operations Manager on conduct / disciplinary issues.
To participate in team talks in order to encourage a free flow of information, and to accept feedback readily.
Health and Safety
To assist in monitoring all statutory requirements and Company policy relating to hygiene, including, health and safety, ensuring that accurate records are maintained.
To ensure that all Company reporting is adhered to promptly at all times, such as the completion of Incident Report Forms and weekly turnover analysis.
To ensure that all company ledgers are filled in on a daily or weekly basis as required.
To assist in all staff-related administration, such as timesheets and change of details forms is completed in an accurate and timely manner and remains confidential.
To implement good housekeeping procedures in order that the premises is always well presented and maintained to the standards set by the Company
To ensure that all cleaning schedules are completed on a daily or weekly basis, as required.
To ensure that the appropriate POS material is displayed
To ensure the premises are secure at all times and to manage the safekeeping of all assets such as fixtures, fittings, stock and monies.
To ensure compliance with all cash handling procedures.
To be fully conversant with all current licensing legislation and to assist in their implementation in line with Company policy
Any other duties relevant and related to the post
Good standard of secondary education required, minimum A-Level or equivalent essential.
BTEC National Diploma in Hospitality Management or equivalent preferred
WSET Intermediate Wine Certificate preferred
Skills and Experience
Minimum 3 years’ experience at a management level within a busy licensed environment.
Previous working experience of marketing, PR and events.
Good knowledge of cocktails and wine
Knowledge of Microsoft Word & Excel preferred.
Knowledge of Micros preferred.
Proven track record of stock management on a day-to-day basis
Proven track record of staff training on a day-to-day basis
An excellent problem solver with the ability to work on your own initiative as well as part of a team.
Leadership qualities – must be able to set a positive example and deal with situations as they arise, and manage staff, to maintain standards.
The ability to organize and prioritize effectively. E.g., able to organize and prioritize daily and weekly tasks in a customer focused environment in order to meet deadlines and timescales.
Good communication skills, e.g., proven ability to deal effectively with both internal and external customers in potentially difficult situations, maintaining a professional level of customer service at all times.
Have the ability to sustain consistent performance even under pressure, and willing to take on extra responsibility when required
A team player who will help staff with tasks rather than delegating when appropriate
Main Points of Contact – internal and external
All staff, including bar and waiting staff, door personnel and cleaners.
Head Office personnel
Other relevant information
Flexibility will be required with hours of work, and this position involves daytime, night and weekend work