The Duty Manager supports the Bar Manager in the day-to-day operation of the front-of-house team at Pitch Middlesbrough. Pitch is a high-volume sports bar delivering exceptional customer experiences in a fast-paced and energetic environment. Combining premium drinks, live sport, and casual dining, the venue requires efficient service, strong team leadership, and consistently high standards across all customer-facing areas.
The Duty Manager plays a key operational role in delivering excellent guest experiences, maintaining service standards, and leading shifts effectively. This is a hands-on leadership role requiring a proactive and organised individual who can motivate teams, maintain operational control, and deliver outstanding hospitality at all times.
Key Responsibilities
Operational Leadership
- Lead and supervise front-of-house operations during shifts.
- Support the Bar Manager in the day-to-day running of the venue.
- Ensure all service standards are maintained and consistently delivered.
- Lead by example, demonstrating excellent customer service and professionalism.
- Ensure efficient service delivery during busy trading periods.
- Take responsibility for front-of-house operations in the absence of the Bar Manager.
Customer Experience
- Create a welcoming and enjoyable atmosphere for all guests.
- Ensure customers receive exceptional service throughout their visit.
- Handle customer enquiries, feedback, and complaints professionally and effectively.
- Monitor customer satisfaction and act promptly to resolve any issues.
- Manage reservations and customer flow where required.
Team Management
- Supervise, motivate, and support front-of-house team members.
- Assist with training and development of employees.
- Conduct shift briefings and communicate operational priorities.
- Promote a positive team culture and encourage high performance.
- Support management in maintaining staffing levels and operational efficiency.
Financial and Cash Handling
- Follow all company cash handling procedures.
- Reconcile tills accurately at the end of shifts.
- Complete end-of-day cashing up processes.
- Ensure all financial controls are adhered to and accurately maintained.
- Report any discrepancies or concerns to management promptly.
Standards, Compliance and Safety
- Maintain high standards of cleanliness and presentation throughout the venue.
- Ensure compliance with company policies, licensing laws, and food safety requirements.
- Support health and safety compliance and promote safe working practices.
- Ensure all customer-facing areas are maintained to company standards.
- Assist with stock security and loss prevention procedures where required.
Skills and Experience
Essential
- Previous supervisory or management experience within hospitality, bars, restaurants, or leisure venues.
- Strong leadership and communication skills.
- Experience working within fast-paced, customer-focused environments.
- Excellent customer service and problem-solving abilities.
- Good organisational and time management skills.
- Cash handling and till reconciliation experience.
- Ability to remain calm under pressure and manage busy service periods effectively.
- Flexible approach to working hours, including evenings, weekends, and bank holidays.
Desirable
- Experience within a sports bar or high-volume venue.
- Personal Licence Holder qualification.
- First Aid qualification.
- Experience training and developing team members.
Personal Attributes
- Positive and approachable attitude.
- Reliable, punctual, and professional.
- Hands-on management style.
- Strong attention to detail.
- Ability to motivate and inspire others.
- Passionate about delivering exceptional guest experiences.
- Resilient and adaptable in a fast-moving environment.
What We Offer
At Pneuma Group, we’re committed to creating a supportive, rewarding working environment where our people can thrive. Alongside a competitive salary, we offer a comprehensive benefits package designed to enhance your wellbeing, protect your future, and support life inside and outside work. Our benefits include:
- Competitive Salary
- Healthcare Cash Plan - Cashback on everyday healthcare expenses such as dental, optical, and physiotherapy.
- Tech Purchase Scheme - Spread the cost of new technology through affordable monthly payments.
- Cycle to Work Scheme - Save on bikes and cycling equipment while supporting a healthy, eco-friendly commute.
- Income Protection - Financial support if you’re unable to work due to long-term illness or injury.
- Critical Illness & Life Insurance - Extra peace of mind for you and your family.
- Virtual GP Service - Quick and convenient access to medical advice, whenever you need it.
- Employee Assistance Programme (EAP) - Confidential support for mental health, wellbeing, and financial concerns.
- Discounts & Cashback Platform - Savings on hundreds of retailers, essentials, and lifestyle purchases.
- Birthday Day Off - Enjoy an additional day of paid leave to celebrate your birthday.
- A Supportive Working Environment - A culture that values wellbeing, collaboration, and personal growth.
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