Job Description

JOB DESCRIPTION - DUTY MANAGER

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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.