Duty Manager - The Doyen

Purpose To ensure that caring, courteous service is provided at all times. In the absence of the Manager and Assistant Manager (if applicable), responsibility for facets of the premises in order to maximize unit profitability and continually strive for improvement. To set a good example to the whole unit by upholding a high degree of Company discipline, whilst at the same time creating a fun, team environment.

Key Responsibilities

• Profit and Turnover To assist with the management of variable costs such as wages, heat and light, and to ensure that equipment is properly used to avoid unnecessary repair or replacement.
• Business Planning To provide ideas, suggestions and feedback to the Manager with regards to promotions and entertainment. To actively promote the sales for functions/events etc., and to ensure that staff are also involved in promoting such events.
• Provision of Excellent Customer Service To ensure a high level of customer service at your premises at all times, ensuring that the customer always comes first and that there is management presence on the floor during peak trading hours. To encourage the team to upsell by identifying selling opportunities and handling customers' needs individually. To ensure that the basic service duties are in compliance with Company standards.
• Stock Control To maintain strict control over all stock in line with established Company procedures including handling, portioning, wastage and administration. To ensure that deliveries are received in good condition and checked and any discrepancies followed through as appropriate.
• Staffing To assist the Manager in maintaining control of man-hour costs by reacting to increases/decreases in trade. To lead by example, approaching work professionally with a supportive and caring attitude to staff.
• Team Development and Performance Management To identify training needs of staff and provide accurate information to Manager. To participate in staff training to the standards set by the Company in order to consistently achieve the required level of performance. To identify poor performance/conduct issues and reporting these to the Manager.
• Health and Safety To assist in monitoring all statutory requirements and Company policy relating to hygiene, including food safety, health and safety, ensuring that accurate records are maintained.
• Administration To ensure that Company reporting is adhered to promptly at all times, such as the completion of Incident Report Forms.
• Housekeeping To maintain good housekeeping procedures in order that the premises is always well presented and maintained to the standards set by the Company. To ensure that the appropriate POS material is displayed.
• Security To ensure the premises are secure at all times whilst on duty and to manage the safekeeping of all assets such as fixtures, fittings, stock and monies. To ensure compliance with all cash handling procedures whilst on duty.
• Licensing Laws To be fully conversant with all current licensing legislation and to assist in their implementation in line with Company policy.
• Miscellaneous Any other duties relevant and related to the post.

Educational qualifications Good standard of secondary education essential, ie, Maths and English GCSE or equivalent, Grade C or above. NVQ Level 3 in Hospitality Supervision or equivalent preferred. Basic Food Hygiene Certificate essential. Level 1 Wine Certificate preferred.

Skills and Experience Minimum 1 year's experience at a management level within a busy licensed premises. Knowledge of Microsoft Word & Excel preferred. Knowledge of Micros or equivalent touch screen system preferred. Proven track record of stock management on a day-to-day basis. Proven track record of staff training on a day-to-day basis.

Personal Qualities An excellent problem solver with the ability to work on your own initiative as well as part of a team. Leadership qualities - must be able to set a positive example and deal with situations as they arise, and manage staff, to maintain standards. Good communication skills, e.g., proven ability to deal effectively with both internal and external customers in potentially difficult situations, maintaining a professional level of customer service at all times. Have the ability to sustain consistent performance even under pressure, and willing to take on extra responsibility when required. A team player who will help staff with tasks rather than delegating when appropriate.

Main Points of Contact - internal and external Customers: All staff, including bar and waiting staff, kitchen porters and all chefs on premises, door personnel and cleaners.

Other relevant information Flexibility will be required with hours of work, and this position involves daytime, night and weekend work.