Hospitality Operations Manager

4 weeks ago


Horley, Surrey, United Kingdom Airport Retail Enterprises UK Ltd Full time

About the Role

At Airport Retail Enterprises UK Ltd, we're seeking a dedicated and enthusiastic Assistant Manager to join our team and support the General Manager in delivering exceptional customer experiences across our airport food and beverage business.

Key Responsibilities

  • Oversee and coach the team to continually improve customer service while adhering to health and safety, food preparation, and alcohol licensing standards.
  • Handle and protect customer, supplier, and colleague data in accordance with data protection requirements.
  • Motivate the team through effective communication, delivering engaging pre- and post-shift briefs.
  • Support colleagues in resolving customer complaints, handling escalations when necessary.
  • Ensure all financial and administrative tasks are completed per the Duty Manager daily task list.
  • Effectively manage team handovers between shifts, ensuring smooth transitions.
  • Keep senior management informed of any significant issues arising during shifts.

Requirements

  • A Food Hygiene certificate.
  • Leadership and management qualifications.
  • Significant senior-level hospitality experience with a proven track record in leadership.
  • Familiarity with airport-based hospitality is a plus but not essential.
  • Strong communication skills and the ability to build relationships with colleagues and customers.
  • Proven success in managing teams, meeting sales targets, and maintaining excellent customer satisfaction.

Personal Qualities

  • Passionate about continuous improvement.
  • Decisive and resilient, with a calm and approachable manner.
  • A natural leader with exceptional team management skills.

Benefits

  • Tronc (tips and gratuities distribution system).
  • NEST pension.
  • Free meals while on duty at site.
  • Health & wellbeing cash plan, also offering discounts and perks across hundreds of retailers.
  • Access to our Employee Assistance Programme for health and well-being support.
  • 28 days annual leave (including Bank Holidays), increasing by 1 day a year up to a maximum of 32 days.
  • Staff referral bonus scheme.

Equal Opportunities

We recognise the value of diversity and inclusivity in fostering a truly remarkable experience for all our customers. Our commitment extends beyond retail to building a workforce that reflects the wide array of perspectives and experiences found across the UK.

We are dedicated to ensuring all our employees are treated fairly and equitably at work, with a strong commitment to promoting equity in both physical and mental health for everyone. To achieve this, we encourage applications from individuals of disadvantaged socio-economic backgrounds, disabled persons, LGBTQ+ community members, Black, Asian, and Minority Ethnic backgrounds, and those with lived experiences of discrimination.

Accessibility and Adjustments

We are committed to providing reasonable adjustments throughout our recruitment process. We strive to be as accommodating as possible to ensure all candidates can participate fully. If you have specific requirements or need adjustments at any stage of the application or interview process, please do not hesitate to get in touch.



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