Visitor & Café Supervisor

World Horse Welfare Penny Farm in Blackpool, Lancashire, is looking for a friendly, organised and reliable Visitor & Café Supervisor to join the team on a 12-month fixed-term contract. In this hands-on role, you will support the Centre Manager with the day-to-day operation of the coffee shop and visitor centre, ensuring every visitor receives a warm welcome and an excellent customer experience.

This role is offered on a fixed-term basis for 24 hours per week, working Wednesday, Saturday and Sunday, 8.00am to 4.30pm. There is also the potential for this role to be offered as a job share.

Key duties and responsibilities

Visitor Experience & Customer Service

• Provide a warm, friendly, and professional welcome to all visitors, creating a positive and engaging experience.

• Support the Centre Manager by responding to visitor enquiries and providing accurate information about the site, its activities and the charity.

• Escalate visitor feedback, complaints and queries promptly and effectively to the Centre Manager.

• Actively promote the charity’s memberships, products and fundraising initiatives to support income generation and visitor engagement.

Café & Retail Operations

• Open and close the site and coffee shop as required, ensuring all preparation and end-of-day procedures are completed accurately, including cashing up and cleaning down.

• Oversee the day-to-day running of the coffee shop, ensuring a smooth, efficient and high-quality service.

• Support the kitchen staff with the preparation, presentation and service of food and beverages, maintaining high standards at all times.

• Monitor stock levels, place orders as required and minimise waste through effective stock control.

• Maintain high standards of cleanliness, presentation, merchandising and organisation across all visitor and café areas.

• Ensure compliance with all relevant health and safety requirements.

Supervision & Team Support

• Supervise and support coffee shop staff, casual staff, and volunteers during operational hours.

• Coordinate a volunteer rota, allocate daily tasks, and ensure appropriate staffing levels are maintained.

• Provide training, guidance and ongoing support to staff and volunteers to promote excellent customer service and operational standards.

• Promote a positive, collaborative and inclusive team environment.

Operational & Financial Administration

• Ensure all cash handling and financial procedures are followed accurately and in accordance with the charity’s policies, including cashing up, sales reporting and weekly banking preparation.

• Complete end of day and weekly financial administration, including scanning till reads, completing the sales sheets and preparing banking documentation for the Centre Manager.

• Contribute to achieving income targets, visitor satisfaction objectives and overall operational performance goals.

• Ensure casual staff timesheets are completed, signed off and submitted to the Centre Manager for approval in time for payroll processing.

About you

Experience

• Experience working in a café or food service environment.

• Experience in a customer facing role (hospitality, visitor attraction, retail).

• Experience supervising, supporting or coordinating colleagues in a busy customer-facing setting.

• Understanding of food hygiene, health and safety and cleanliness standards.

• Experience using a till or electronic point-of-sale system.

Desirable:

• Experience supervising or leading a team

• Experience with cashing-up, stock control and opening or closing procedures.

• Experience working with volunteers.

Skills and abilities

• Excellent communication and interpersonal skills.

• Strong organisation skills and the ability to manage competing priorities.

• Ability to lead by example and provide clear, supportive direction to colleagues.

• Good attention to detail when handling cash, stock, food and operational records.

• Ability to remain calm, positive and professional in a busy environment.

• Ability to work as part of a team and on your own initiative.

Personal Attributes:

• Friendly, approachable and welcoming.

• Reliable, responsible and practical.

• Customer focused and committed to providing excellent service.

• Proactive and willing to support colleagues across the Visitor Centre.

• Flexible and enthusiastic, with a willingness to learn.