Duty Manager - Ballerz

Job Title: Duty Manager
Objective:
The Duty Manager is responsible for delivering a successful shift, ensuring that the business is operated to standards for quality and presentation of drinks, food, environment, ambience and customer service whilst maximising sales and profitability and ensuring that, policies and procedures are adhered to including security, health and safety and cash/stock control.
Experience/Knowledge:

• Genuine passion for hospitality and ensuring that the teams they lead and work in share this.
• Lots of personality and not afraid to use it!
• A love for food, drink, customer service and, above all else, people.
• An entrepreneurial spirit with bags of business savvy and self-drive.
• Previous experience managing a team/shift preferably in a fast-paced, branded operation.

Responsibilities:

• Monitor the quality of food, drinks and service to make sure that they are in accordance with company standards.
• Communicate and reinforce all company standards, policies and procedures.
• Ensure that front and back of house areas are set up correctly to ensure a successful shift and are closed-down correctly to meet the required standards as set out in the steps of service.
• Understand of key holder duties.
• Ensure pre-shift team briefings are carried out on every shift and that staff are motivated and clear on shift requirements/responsibilities/allocations and are inspired and engaged to deliver an exemplary customer experience.
• Be customer focused, ensuring a management presence at all times and anticipating guests’ needs to ensure their expectations are exceeded.
• Ensure quality of product and service is monitored and consistently delivered through observation, attention to detail and interaction with both staff and customers – manage by constant checks of all areas of the venue.
• Ensure that cleaning rotas are completed on a daily and weekly basis and that all closedown procedures are carried out.
• Handle guest complaints, requests and enquiries and to refer serious complaints to the senior manager on duty.
• Ensure that staff are fully aware of all current and forthcoming events, promotions, menu changes and policy amendments.
• Liaise with the kitchen, bar and reception teams on daily operations and customer events.
• Ensure that all staff members are taken through the company and site-specific induction process including brand standards, health and safety and product training.
• Be involved in and support the training and development of all floor staff via On Job Training and corrective coaching.
• Manage the content and implementation of training manuals for all floor staff.
• Ensure all staff receives constructive performance reviews on a regular basis.
• Ensure that the bar and restaurant is safe and operating within the legal and company requirements for Fire, Health and Safety, Food Hygiene Licensing Law and Environmental Health. Attend any training as required by the Company and re-enforce these through training, communication and on the job coaching.
• To work closely with the F&B management team to maximise service delivery opportunities and maximise profit in every shift.
• Personal attributes:
• Positive, driven, proactive, kind, engaging and charismatic. Ideally, with a good understanding of football and a general passion for sports and hospitality.
• A confident and professional communication style with excellent interpersonal skills.
• A team player who can also work individually.
• Ability to work evenings and weekends where necessary.
• High attention to detail and strong numerical skills.
• Planning and organising self and others
• Customer Focus
• Customer feedback
• Operational standards

This job description is a guideline only and is not exhaustive. You may be required to perform other duties which are not expressly listed but are in keeping with the general purpose of your job role and we reserve the right to make changes to this job description as appropriate.