Guest Experience

• Ensure all guests receive a high-quality and memorable experience.
• Handle customer complaints and service recovery professionally and efficiently.
• Resolve escalated guest issues and implement solutions to improve service standards.
• Maintain a positive and engaging atmosphere across all Food & Beverage areas.

Stock & Supplier Management

• Monitor stock levels for all food, beverage, and operational supplies.
• Place orders and manage inventory.
• Verify deliveries and address discrepancies.
• Build and maintain relationships with suppliers.
• Negotiate promotions, deals, and opportunities for new products.

Financial & Commercial Management

• Manage departmental budgets, labour costs, margins, and profitability.
• Monitor and control Food & Beverage cost percentages.
• Analyse sales performance and identify opportunities to increase revenue.
• Take ownership of departmental P&L performance.
• Work with senior leadership to achieve financial and operational objectives.

HR & Administration

• Manage attendance, performance, disciplinary matters, and employee relations issues.
• Liaise with Payroll regarding staffing updates, hours, and queries.
• Maintain accurate training records.
• Ensure compliance with all company HR policies and procedures.

Venue Collaboration

• Work closely with other department managers to coordinate large bookings, events, and venue-wide initiatives.
• Support operational planning for busy periods, seasonal campaigns, and special events.
• Assist in maintaining excellent communication between all departments.

Other Duties and Responsibilities

• Review hygiene and operational audit results and implement actions.
• Contribute ideas to improve business performance, guest experience, and operational efficiency.
• Design and implement new procedures and service standards as directed.
• Lead seasonal menu and beverage changes.
• Support venue Health & Safety requirements, including Fire Marshal and First Aid.
• Assist with restaurant, bar, and venue duties as required by business demands.

Skills & Experience

Technical

• Minimum 10 years' experience in hospitality operations, including restaurant and bar management.
• Proven experience managing high-volume Food & Beverage operations with multiple service outlets in a single venue.
• Strong people management experience, including recruitment, training, coaching, and performance management.
• Demonstrable experience managing labour costs, budgets, margins, and P&L performance.
• Experience implementing operational improvements and service-enhancing processes.
• Strong stock control and supplier management experience.
• Experience overseeing both front-of-house restaurant service and bar operations.
• Competent understanding of licensing, food safety, and health & safety requirements.
• Cocktail and premium beverage knowledge.
• Personal License Holder preferred.

Personal

• Flexible and willing to work evenings, weekends, and peak trading periods.
• Highly organised with exceptional attention to detail.
• Positive, proactive, and solutions-focused approach.
• Able to remain calm and effective under pressure.
• Excellent written and verbal communication and interpersonal skills.
• Strong commercial awareness and decision-making ability.