The Hollies Farm Shop
Retail / FOH Supervisor - Highstreet
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Job Role: Retail & Front of House Team Leader / Supervisor
Location: Hollies Farm on the High Street
Type of contract: Full-Time (45 hours)
Reports to: Store Manager
Role Purpose
To lead and support the Farm Shop & Front of House team in delivering excellent customer service while ensuring smooth day-to-day operations, high retail standards, and full compliance with food safety and company procedures.
Key Responsibilities
Team Leadership
- Lead, motivate, and support the team during shifts, fostering a positive and professional environment
- Deliver shift briefs, ensuring priorities are understood and all areas are covered
- Allocate tasks and manage workflow to ensure efficient operations
- Support onboarding and training of new starters, including Flow training
- Ensure all team members are trained, confident, and compliant in allergen processes
- Address minor performance issues and escalate where necessary
- Ensure completion of daily and end-of-day tasks
Customer Service & Front of House
- Set and uphold exceptional customer service standards across the team
- Lead by example in delivering a warm, friendly, and professional customer experience
- Act as the first point of contact for escalated customer concerns or complaints
- Ensure smooth front of house operations, including opening and closing procedures
- Maintain high standards of cleanliness and presentation across all customer areas, including the store entrance, indoor seating, and outdoor seating, ensuring coffee shop tables are cleared promptly
- Monitor customer toilets throughout the shift and ensure they are clean and well stocked
- Ensure the staff room is kept tidy and in good order
- Act as a point of contact for STAY accommodation guests when required
- Serve food and beverages in a timely manner
- Maintain high standards across all retail areas, ensuring shelves are stocked and well presented
- Carry out stock rotation and regular date checking
- Minimise waste through effective stock control and accurate processes
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Stock, Deliveries & EPOS
- Supervise accurate EPOS use and transactions
- Manage stock processes including transfers, adjustments, and stock takes
- Place daily orders responsibly to maintain availability and minimise waste
- Ensure wastage is recorded accurately on wastage sheets
- Oversee daily deliveries, including temperature checks
- Escalate discrepancies, quality concerns, or system issues promptly
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Cash Handling
- Take responsibility for end-of-day till reconciliation (cashing up)
- Ensure accuracy of cash handling and report any discrepancies
Food Safety & Compliance
- Ensure full compliance with HACCP and food safety procedures
- Complete and oversee daily HACCP / Logit tasks and records
- Ensure allergen information is accurately communicated and followed at all times
- Maintain a clean, safe, and compliant working environment
Communication & Performance
- Act as a key link between the store manager, other sites/departments, and other team members.
- Communicate clearly and efficiently to ensure alignment across the business
- Share updates, priorities, and feedback with the team and management
- Maintain professional and respectful communication standards with all team members at all times
- Monitor performance and support team development
- Identify and implement improvements to operations and service
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