JOB DESCRIPTION – DUTY MANAGER

LOCATION:                  Worcester

POSITION:                   DUTY MANAGER                                           

REPORTS TO:              GENERAL MANAGER / ASSISTANT GENERAL MANAGER

HOURS:                       40 HOURS  

KEY RESPONSIBILITIES:

Operations

*         Overall responsibility for designated shifts in absence of GM / AGM- including people management of all on-shift team members

*         Maintain positive and effective relationships with customers and colleagues.

*         Assist with the care and maintenance of all assets, inventory, and resources of the location.

*         Manage session changeovers, with clear communication and objective setting

*         Monitor all areas of the operation and manage issues / incidents in a timely manner.

*         Plan daily / weekly rota with GM / AGM as required. Allocating staff efficiently for functions and needs of the business.

*         Open and Close shifts ensuring compliance, health and safety, service and standards are maintained.

*         Ensure statutory compliance with all BGL Health & Safety procedures and law. Completing mandatory checks.

*         Ensure 100% compliance with site health and safety training at all times.

Financial and controls

*         Implement and monitor all financial controls, cashing up and processing transactions correctly.

*         Complete month end procedures for retail in line with BGL company stock taking procedures.

*         Adhere and monitor compliance of purchasing policies and procedures.

*         Ensure all BGL procedures and policies are adhered to.

*         To control all operating costs within standards set by the business and line managers

*         Control and maintain good payroll to sales ratio, ensuring balance of service and operations

*         Control food and beverage GP’s by maintaining expected profits, wastage controls, ensuring food is delivered to spec and processes and procedures are adhered to for stock take procedures.

*         Complete regular stock checks to ensure adequate PAR levels and ordering is completed across all areas of the business

Customer Experience

• Ensure that all team members consistently deliver outstanding service levels to achieve excellent customer satisfaction.
• Review customer service metrics, communicating to the team and putting in plans to improve in areas.
• Complete customer service training to upskill all team members ensuring service is our priority
• Observe and intervene with behaviours displayed both positive and constructive – feeding back to employees.
• Resolve any customer queries and enquiries promptly and efficiently.

Sales

*         Take a strong lead in managing function sales for the business.

*         Creating quarterly, monthly, weekly and daily plans for whole team to achieve

*         Set KPI’s and targets for individuals for sales including outreach calls, outreach and business relationship building

*         Analysis function sales revenue, growth and areas for development, communicate to required persons

*         Complete any reports/staff notice boards to communicate plans and targets.

*         Complete spot check ‘mystery guest’ calls and visits to ensure enquiries are managed and maintained as required.

*         Manage in house CRM system ensuring enquiry management is to standard.

Team Management

*         Involvement in FOH team members recruitment and interview stage including all necessary paperwork

*         Complete new starter inductions ensuring team are welcomed, settled and make good progress on inductions

*         Complete 4- and 8-week probation reviews with team members

*         Complete regular 121’s with team members

*         Actively participate in hosting team meetings and training sessions

*         Complete any investigations of disciplinary matters if and when required. Seeking support from line manager/HR

*         Regularly feedback to team members with positive observations, constructive criticism and continue to review.

*         Assist AGM/GM in maintaining regular and effective communication within the team, including attending meetings.

*         Raise any concerns from team members to AGM/GM

*         Ensuring professional behaviours displayed at all times

*         Ensuring confidentiality is always maintained

*         Fully co-operate with any colleagues requiring assistance in prompt, caring manner. Being skilled and knowledgeable to assist in all areas of the business. 

*         Assist the AGM/GM and other managers in quality training and coaching in systematic and professional way to ensure consistent delivery of product and service standards.

*         Assist in creating an environment which promotes staff morale and encourages employees to have pride in their work and ensure maximum efficiency.

Health & Safety

*         Complete all compliance checks as required

*         Report any hazards or concerns immediately to line manager

*         Comply with statutory and legal requirements, licensing and employment. Including supervisory responsibility that all team members are adhering to legislation and the company’s policies and procedures.