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Job description

JOB PURPOSE

Deliver great guest service and work well with the team to create a friendly, warm and welcoming environment. Supervise, train and motivate your department team ensuring our guests enjoy their visit and recommend us to their family & friends. To ensure the smooth running of the business in the General Manager’s absence.

DUTIES & RESPONSIBILITIES

An outstanding Team Member delivers excellent guest service at all times by:

• Giving every guest a friendly welcome when they enter the business
• Explaining the service cycle, our products, our great offers and events
• Serving guests in turn, quickly and efficiently
• Using situational selling – making recommendations that are appropriate to the guest / occasion
• Serving and presenting all our food and drink products perfectly – product quality, temperature and brand standard
• Valuing our guests by engaging them in appropriate conversation / banter
• Valuing regular guests by remembering their names, their likes and dislikes, favourite products etc.
• Talking to every guest about the guest experience survey
• Checking guests are enjoying their meals
• Dealing with guest queries and resolving complaints quickly and professionally
• Giving every guest a genuine farewell and encourage them to return Take pride to ensure all areas of the business (both internal and external) are clean and tidy, at all times.

Duties

• Keep up to date with current promotions and new products.
• Maintain personal knowledge by completing training, eLearning and workbooks.
• Always adhere to brand standards, licensing law and all company policies & procedures.
• Carry out management team requests and brand instructions.
• Take an active part in team meetings.

To be a great Shift Supervisor on the General Manager’s days off:

• Allocate shift job roles and duties.
• Complete shift buzz briefs and debriefs to communicate sales and guest experience targets and results.
• Ensure the kitchen and guest service teams communicate and work well together to ensure great guest service.
• Work with the team in all areas of the business to ensure the business is set up and closed down to brand standard including stock rotation and 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 excellent guest service
• Complete new team member job role training using STAR and complete training reviews.
• 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.
• Maintain accurate stock control, including ordering, delivery checks and line checks.
• Keep wastage to a minimum by ensuring the team follow brand standards.
• Ensure wastage is recorded correctly.
• Deal with deliveries and report any loss or damages to the General Manager.
• Complete business opening and closing routines.
• Complete business admin as required by the manager.

COMPETENCIES & BEHAVIOURS

Guest Obsessed

• Acts with the guest in mind and goes the extra mile.

Win With Our People

• A supportive, hard working and positive individual with a ‘one team’ attitude and outlook.

Drive for Results

• Driven to exceed business targets for self and team balancing the need for results and quality standards.

Communicating with Clarity

• Communicates clearly and articulately and adapts communication style to suit their audience.

Handling Pressure & Problems

• Operates well under pressure, using initiative and remaining positive when confronted with problems

Job Types: Full-time, Permanent

Salary: Up to £12.50 per hour

Benefits:

• Company events
• Company pension
• Discounted or free food
• Employee discount
• Store discount

Flexible Language Requirement:

• English not required

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Weekend availability

Supplemental pay types:

• Bonus scheme
• Performance bonus
• Quarterly bonus
• Tips

Ability to commute/relocate:

• Southampton, SO15 1DE: reliably commute or plan to relocate before starting work (required)

Experience:

• hospitality: 1 year (required)
• management: 2 years (required)

Work Location: In person

Application deadline: 19/05/2023