Front of House Supervisor

6 months ago

StokeonTrent, United Kingdom Emma Bridgewater Full time

The Front of House Café Supervisor will support the Front of House Manager with the smooth operation of the café team at our Stoke on Trent site, offering outstanding customer experience while maintaining an efficient service in our fast-paced café.

**Hours of Work: 23 hours per week (average), any 3 days from 7.**

**Key duties and responsibilities**:

- Ensure outstanding customer service by co-ordinating staff in absence of the Front of House Manager, engaging with customers the moment they walk through our doors.
- Welcome customers to the site, guide them to the various areas, and answer any queries they may have.
- Lead by example offering outstanding customer service to our customers.
- Liaise with kitchen staff to maintain communication on bookings, food orders, and footfall.
- Take and serve food and drink orders.
- Ensure cleanliness of the café.
- Efficient processing of customer orders and payments, and credits when appropriate.
- Ensure the Stoke Site Adheres to Trading Standards.
- Manage a booking system for the Stoke Site in the absence of the Front of House Manager.
- Responsibility as a key holder for the Stoke Site.
- Oversee the operation of the Stoke Site in the absence of The Front of House Manager and the Head Chef.

**Sales**
- Work closely with the Front of House Manager to ensure sales budgets are met and staffing budgets maintained.
- Reporting café stock issues to the Front of House Manager.
- Reporting issues on EPOS to the Front of House Manager.
- Ensuring outstanding standards of housekeeping and cleanliness are met.
- Knowledge of the products in the business
- Maintain an understanding of the events/activities within the calendar.
- Maintain the Emma Bridgewater Values and Brand.
- Keeping up to date with new ranges, special offers.
- Liaise and place regular orders to ensure café is fully stocked.
- Organisation and setup of Emma Bridgewater and External Events.
- Fully proficient on the use of all EPOS Systems in all departments.

**Service**
- Delivering outstanding customer service to every visitor in the café.
- Training and supporting café staff alongside the Front of House Manager in providing exceptional customer service.
- Building rapport with local and regular customers, keeping them abreast of new products and promotions
- Listening to, and recording of our customer’s feedback, communicating comments to the appropriate departments, and addressing customer service issues in the café.
- Ensure food and drink is served promptly. Liaising with the kitchen where necessary to improve quality of service.
- Thorough cleaning of all café areas
- Highlighting any maintenance issues

Any other duties as reasonably requested by the management of Emma Bridgewater Ltd

**Key Interfaces**
- Direct report to the Front of House Manager
- Indirect report to Assistant Retail Sites Manager
- Working closely with retail colleagues

**Job Types**: Part-time, Permanent

**Salary**: £12.15 per hour

Expected hours: 23 per week

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free parking
- On-site parking

Schedule:

- Weekend availability

**Experience**:

- Supervising experience: 1 year (required)
- Hospitality: 1 year (required)
- Customer service: 1 year (required)

Ability to Commute:

- Stoke-on-Trent, ST1 3EJ (required)

Ability to Relocate:

- Stoke-on-Trent, ST1 3EJ: Relocate before starting work (required)

Work Location: In person

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