WSH Group
Retail Operations Supervisor
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Company Description
Baxterstorey are looking for a Hospitality Assistant to join the team at the Visa Europe. As a Hospitality Assistant, you will be responsible for providing service excellence to our guests and clients throughout the day and at events.
As a Hospitality Assistant you will receive the following industry leading benefits:
- Enrolment into the Baxterstorey pension scheme
- Up to 21 days annual leave
- Access to everyday discounts and communication portal
- Employee assistance programme
- Lunch provided
- Cycle to work scheme
- Your birthday off to celebrate in style
- A day off to volunteer / give back to the charity of your choice
Job Description
Job Title: Operational Retail Supervisor
Department: Catering / Retail
Reports To: Account Manager / Deputy General Manager / Retail Manager
Location: Visa Paddington
Job Type: Full-time
Job Summary
The Operational Retail Supervisor plays a key role in the day-to-day delivery of the retail and hospitality operation, with a primary focus on supporting and supervising the Coffee Bar and restaurant.
This is a highly visible, hands-on role responsible for ensuring consistently high standards of customer service, product quality, presentation, cleanliness and operational efficiency. The Operational Retail Supervisor will lead by example, supporting baristas and front-of-house colleagues during service while ensuring the Coffee Bar is fully prepared, appropriately staffed and operating effectively throughout the day.
Working closely with the management, kitchen and hospitality teams, the role will also support the wider operation when required, ensuring a flexible and collaborative approach across the site.
Key Responsibilities
Coffee Bar & Retail Operations
- Take day-to-day operational responsibility for the Coffee Bar, ensuring a smooth, efficient and professional service.
- Ensure the Coffee Bar is fully prepared and ready for service each day, with appropriate stock, equipment and staffing in place.
- Maintain excellent standards of coffee, beverages, food presentation and overall product quality.
- Monitor service throughout the day and respond quickly to changes in customer demand.
- Ensure counters, displays, merchandising and customer-facing areas remain clean, attractive and fully stocked.
- Support the opening and closing of retail areas in accordance with agreed procedures.
- Ensure all equipment is used correctly and report faults or maintenance requirements promptly.
- Support initiatives to develop the Coffee Bar offer, improve the customer experience and increase customer engagement.
- Monitor product availability and minimise unnecessary product outages during service.
Team Leadership
- Provide hands-on supervision, coaching and support to baristas and retail team members.
- Lead by example and actively participate in service, particularly during busy periods.
- Allocate daily responsibilities and ensure team members understand operational priorities.
- Conduct team briefings and communicate relevant operational information, promotions, menu changes and business priorities.
- Support the training and development of colleagues in coffee preparation, customer service, food safety, allergen awareness and operational procedures.
- Provide constructive feedback and recognise excellent performance.
- Support management with rotas and deployment of colleagues to ensure appropriate coverage during peak trading periods.
- Encourage a positive, inclusive and collaborative team culture.
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Customer Experience
- Ensure every customer receives a warm, professional and efficient service.
- Maintain a visible presence within the operation and actively engage with customers.
- Respond professionally to customer queries, feedback and complaints, resolving issues wherever possible.
- Build positive relationships with clients, employees, visitors and other key stakeholders on site.
- Gather customer feedback and identify opportunities to improve the Coffee Bar experience.
- Promote a consistently high standard of hospitality and attention to detail.
Stock, Waste & Commercial Awareness
- Monitor daily stock levels for coffee, beverages, food, disposables and other retail supplies.
- Complete stock checks and support ordering processes to maintain appropriate availability.
- Ensure stock is rotated correctly and managed in accordance with food safety requirements.
- Monitor and minimise waste, recording information accurately where required.
- Support the management team in controlling operational costs without compromising quality or service.
- Ensure promotions, pricing and point-of-sale materials are implemented accurately.
- Identify opportunities to improve sales, product mix and customer participation.
- Maintain awareness of sales performance and key retail performance indicators as appropriate to the role.
Operational Coordination
- Work closely with kitchen, catering, hospitality and management teams to ensure effective communication and coordination.
- Assist with deliveries, stock movement and storage, ensuring products are correctly received and stored.
- Support hospitality, catering and wider front-of-house operations when business requirements demand.
- Help coordinate resources during periods of increased demand, special activities or client events.
- Ensure daily operational issues are communicated promptly to the appropriate manager.
- Maintain accurate operational records and complete required checklists and documentation.
Health, Safety & Compliance
- Ensure the Coffee Bar and associated retail areas comply with all food safety, hygiene, health and safety requirements.
- Monitor team compliance with cleaning, sanitation and personal hygiene standards.
- Ensure allergen procedures and food labelling requirements are consistently followed.
- Complete and maintain relevant food safety, temperature, cleaning and operational records.
- Ensure correct procedures are followed for the safe operation and cleaning of coffee machines and other retail equipment.
- Report accidents, incidents, hazards, equipment faults and maintenance requirements promptly.
- Support management in maintaining a safe working environment for colleagues, customers and visitors.
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Desirable Traits
- Hands-on leadership: Comfortable working alongside the team and leading from the front.
- Customer focused: Passionate about creating an excellent Coffee Bar experience.
- Coffee passionate: An interest in coffee quality, presentation and developing the team's barista skills.
- Commercially aware: Understands the relationship between customer service, sales, availability, waste and profitability.
- Organised: Able to prioritise effectively in a busy operational environment.
- Proactive: Identifies potential issues and takes action before they affect service.
- Positive communicator: Builds strong working relationships across different teams and levels of the business.
- Flexible: Willing to support other areas of the operation when required.
- Detail oriented: Maintains consistently high standards of presentation, cleanliness and product quality.
Working Conditions
Primarily based within the Coffee Bar and retail operation at Visa Paddington. The role requires a significant amount of time on your feet and actively supporting service. Some lifting, moving of stock and manual handling will be required. Work takes place within a fast-paced customer-facing environment, particularly during peak morning, lunchtime and afternoon trading periods. Flexibility may be required according to business needs, hospitality functions or special events. A hands-on approach across the wider catering and hospitality operation is expected.
Qualifications
- Previous experience in a retail, coffee shop, catering or hospitality supervisory role.
- Strong operational experience within a fast-paced customer-facing environment.
- Previous experience supervising or leading a team.
- Barista or speciality coffee experience is highly desirable.
- Good understanding of food hygiene, food safety and allergen requirements.
- Strong customer service skills with a genuine passion for hospitality.
- Good organisational and time-management skills.
- Confidence in managing busy periods and changing operational priorities.
Additional Information
As a Baxterstorey employee we pride ourselves in maintaining a high standard of service, professionalism and customer service skills.
Employment Type: Permanent
Hours Per Week: 40
Salary: Up to £32,000
Compensation: up to GBP 32000 - yearly
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