Shift Manager (Restaurants & QSR)

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Shift Manager (Restaurants & QSR)

Department: Restaurants & QSR

Employment Type: Permanent - Full Time

Location: Bognor Regis

Description

Summary of Role Purpose

The Shift Manager will be the main point of contact for team during their working day.

Reporting to the Venue Manager, the Shift Manager will ensure daily operational plans are fulfilled by ensuring that relevant tasks and objectives are being carried out by the team and that team are in the right place at the right time to ensure we can manage fluctuating guest demand whilst keeping operational standards and guest experience high.

You will support and coach the team to ensure the deliver a great experience and are also driving any key targets such as add on sales or promotions.

This is an operational guest facing role and therefore all none-guest facing tasks and activity will be allocated as time within your working week to allow you to spend the majority of your time within your venue and with our guests.

KPIs

• Guest NPS & Feedback
• Improved ENPS
• Retail Spend
• Right People, Right Place, Right Time

General Duties & Key Accountabilites

• Responsibility for managing the team during a shift on key tasks and objectives.
• Driving add on sales and promotions and supporting team to do the same.
• Ensuring all stock/ proposition is available for guests.
• Monitoring consistent delivery of a quality guest experience in line with brand/venue guidelines.
• Ensuring any guest feedback is captured.
• Provides accurate rota's 3 weeks in advance through SAM for all team within the venue and takes accountability for ensuring the accuracy of closing the system.
• Monitors NPS and takes action where possible on guest feedback.
• Coach and develop the team to ensure departmental plans are met.
• Be a champion of the Butlin's Values and Leadership Behaviours.
• Ensure we always have a focus on RPRPRT in the way we rota team.
• Build and maintain strong relationships across the resort, other resorts, and Butlin's central support teams.
• Responsibility, where required, for people support of the department, including all people tasks from onboarding through the employee life cycle. Employee life cycle refers to PDP's, performance management, required training, and any formal HR process.

Key Knowledge, Experience & Qualifications

• Previous leadership experience within a similar environment.
• Strong experience of being guest/ customer facing and dealing with a range of queries and sometimes complaints directly
• Experience of generating new opportunities through sales and promotions.
• Experience in working with multi skilled team to support other areas of the business based on guest demand.
• Demonstratable experience of leading teams to success, this includes proficiency in:
• Managing performance.
• Coaching team.
• Delivering team training.
• Setting standards and role modelling this behaviour.
• Ability to communicate effectively at all levels.
• Able to manage multiple priorities and can adapt quickly to changing requirements.