Assistant Manager Huddersfield, England
Job description
Job goals:
To deliver outstanding guest service and work well within the team to create a friendly, warm and welcoming environment. To lead, motivate and train the team to ensure guests enjoy their visit, revisit us and recommend us to their family and friends. To ensure the smooth running of the business in the General Managers absence.
ROLES AND RESPONSIBILITIES
PEOPLE
To deliver outstanding guest service at all times by:
Giving every guest a friendly welcome when they enter the business.
Acknowledging guests, serving in turn, quickly and efficiently.
Explaining the service cycle, our products, our great offers and events.
Making recommendations and suggesting additional orders that are appropriate to the guest when ordering food.
Making recommendations, upselling and offering tasters that are appropriate to the guest when ordering drinks.
Serving and presenting food and drinks perfectly – quality of the product, temperature and to brand standard.
Valuing our guests by reading them and engaging in appropriate conversation and banter.
Valuing our regular guests by remembering their names, their likes and dislikes, favourite products etc...
Ensuring guests are cared for and happy.
Dealing with guest queries and resolving complaints quickly and professionally.
Giving every guest a genuine farewell when leaving the building and encouraging them to return.
Managing the guest profile and behaviours at all times to ensure the right atmosphere is maintained.
PRACTICES
Takes pride to ensure first impression standards are exceptional, externals and toilets are clean and well maintained.
Keep up to date with current promotions and new products. Confidently be able to talk about these.
Adheres to Head of Steam brand standards, house rules, licensing law, due diligence, health and safety, fire regulations and all company policies and procedures.
Carries out management requests, team requests and brand instructions with enthusiasm.
Communicates and works well with the kitchen team ensuring product quality and delivery.
Be competent and comfortable working with with cask ales.
ROLES AND RESPONSIBILITIES IN THE GENERAL MANAGERS ABSENCE
Allocates job roles and duties for the shift, ensuring team members are cross-trained.
Completes shift buzz briefs and debriefs to communicate sales and guest experience targets and results.
Ensure the kitchen and front of house team communicate and work well together on shift.
Work with the team in all areas of the business to ensure pub is set up and closed down to brand standard including stock rotation, prep and par processes. Ensure daily and weekly cleaning tasks are completed.
Provide direction, feedback and coaching to team members to improve performance and ensure the delivery of outstanding guest service.
Ensure every new team member receives a full induction following company guidelines.
Coach and develop Team Members and Supervisors. Carry out reviews/ appraisals.
Take an active role in team member recruitment, training and development.
Ensure Team Member training records are up to date.
Plan and lead team meetings and socials.
Ensure the team complete all appropriate company documentation, due diligence and key tasks every shift.
Complete cellar management duties including care of cask ales and line cleaning.
Keep wastage to a minimum by ensuring the team follow brand standards. Ensure waste is recorded correctly.
Deal with deliveries and report any loss/ damages to the General Manager.
Manage maintenance issues.
Ensure all Food Safety records are up to date.
Responsible for accurate cash management and cash/ business security.
Complete business opening and closing routines.
Maintain accurate drinks stock control, including ordering, delivery checks, line checks, full stock takes and wastage procedures.
Manage and maintain correct staffing levels in line with company wage %
Assist in achieving all business financial targets.
Manage business administration as required by the General Manager.
Complete sales building activities as requested by the General Manager.
Have a good knowledge of beer.
GUEST FOCUS
Creates and communicates a vision for outstanding guest service to the team.
Acts with the guest in mind at all times, goes out of their way to create the WOW factor.
Understands the guest profile.
Effectively handles problematic guest situations, remaining calm, patient and polite.
PERSONAL INTEGRITY
Supportive, hardworking and positive with a ‘can do’/ ‘glass half full’ attitude.
Honest, reliable, trustworthy, respectful and professional.
Shows an optimistic warmth towards people through genuine kindness and thoughtfulness.
Communicates clearly, articulately and intelligently. Adapts communication style to suit their audience.
Shows Empathy - (an awareness of how others feel and how your actions make others feel).
Shows Self-Awareness and Integrity - (an understanding of yourself and what makes you tick alongside a natural inclination to be accountable for doing the right thing with honesty and good judgement).
Actively listens to others.
DRIVE
Be confident and self-motivated.
Driven to exceed targets, demonstrating a passionate commitment to the business and its objectives.
Welcome and embrace change with a positive attitude.
Be able to work unsupervised in a busy environment.
Be able to prioritise duties.
Shows a passion for learning about products, craft beer and real ale.
DEVELOPMENT AND LEADERSHIP
Leads from the front. Inspires by example. Provides clear direction.
Motivated to keep learning and developing self and others.
Seeks feedback and invests time in personal and team development.
Able to manage both good and poor performance using company guidelines where necessary.
Successfully delegates tasks and empowers individuals through the appropriate allocation of extra responsibility.
PROBLEM SOLVING
Works well under pressure, using initiative and remaining calm with a positive and objective outlook when confronted with problems.
Recognises problems, thinks on their feet and provides workable solutions.
Works within company guidelines when faced with serious problems and knows when to escalate them.
TEAM WORK
Engages, builds and maintains high performing teams of people.
Creates ownership and coaches others to develop and enhance their potential.
Supports the whole team helping out in any area, bar, floor, kitchen.
Leads team meetings and team training sessions. Takes an active part in team socials.
PLANNING AND ORGANISATION
Maintains excellent time keeping and attendance records.
Employs long term planning and effective goal setting to utilise resources effectively in the business.
Creates sales plans for promotions and events well in advance of implementation date.
Has strategies in place to be effective in time management.
BUSINESS ACUMEN
Driven to exceed business targets, balancing the need for results and maintaining quality standards.
Understands profit and loss and has a real grasp of how their business works and the market it operates in.
Uses this information to grow sales and maximise profit.
Job Type: Full-time
Benefits:
- Employee discount
Schedule:
- Day shift
- Monday to Friday
- Night shift
- Weekend availability
Supplemental pay types:
- Bonus scheme
- Tips
Application question(s):
- what is your favourite drink?
- Name two ingredients used to brew beer
- What is the difference between a cask and keg beer?
Experience:
- Hospitality: 2 years (preferred)
Licence/Certification:
- personal licence (preferred)
Shift availability:
- Day shift (required)
- Night shift (required)
Work Location: One location
