Lead Hospitality Operations Manager for Grosvenor Casinos

1 day ago

Liverpool, Liverpool, United Kingdom Grosvenor Casinos Limited Full time

Grosvenor Casinos Limited seeks an experienced and motivated Lead Hospitality Operations Manager to oversee the day-to-day operations of our Food and Beverage Team.

Key Responsibilities:
  • Team Leadership: Enthusiastically lead the Food and Beverage Team, ensuring seamless service delivery and high customer satisfaction levels.
  • Resource Management: Ensure that all departments are adequately resourced within required budgets, maintaining efficiency and productivity.
  • Training and Development: Assist in the training and induction of new team members, supporting their development through coaching and mentoring.
  • Performance Monitoring: Support the Food and Beverage Manager by reviewing performance within the Food and Beverage Team, monitoring through regular reviews and appraisals, escalating any concerns to the Management Team.
  • Business Development: Actively support the Management Team to promote new business and suggest new initiatives to achieve objectives.
  • Self-Development: In conjunction with the Food and Beverage Manager, review your own performance at reviews and annual appraisal, responsible for your development needs.
Customer Focus:
  • Exceptional Service: To be customer obsessed, carrying out duties to ensure that all customers receive an exceptional level of service, a value-for-money experience, and want to return to the Casino.
  • Promotions and Products: Be conversant with current promotions and products available (gaming and non-gaming) to ensure the best customer experience.
  • Service Delivery: Proactively offer and provide a friendly, accurate, efficient, and prompt service of food and beverages, responding positively to all customer requests in accordance with the Company's Food and Beverage Service Cycles.
  • Targets and Awareness: Have an awareness of daily, weekly, and monthly targets and ensure that the Food and Beverage Team are working to achieve these.
  • Customer Reward Scheme: Actively promote the customer reward scheme.
  • Youth Protection: Uphold the company's commitment to the protection of young and vulnerable people, in accordance with the company's responsible gambling policy and procedures.
Shareholder Responsibilities:
  • Financial Management: Accountable for all handling of monies and electronic point of sale responsibilities.
  • Product Knowledge: Have the required level of Product Knowledge of our Food & Beverage Offers.
  • Equipment Maintenance: Have the required level of knowledge of all equipment within the Food and Beverage Department, reporting any faults to the Management Team.
  • Stock Replenishment: Ensure that the replenishment of all stock is complete, so that the customer always has the opportunity to access all available products.
  • Legislation Compliance: Support the Food and Beverage Manager to ensure compliance with all relevant legislation e.g. Licensing, Weights and Measures etc., escalating any concerns to the Management Team.
  • Work Quality Control: Ensure that the Department has accurately accounted for stocks, spillages, and wastages, managing work quality and controls, escalating any concerns to the Management Team.
  • Sanitation and Food Safety: Comply with all regulatory provisions in respect of sanitation and food safety, ensuring that cleaning schedules are adhered to and that the agreed standard of housekeeping and presentation are maintained.
  • Responsible Drinking: Promote an environment that encourages responsible drinking.
Qualifications and Experience:
  • Customer Service Passion: Passion to deliver exceptional Customer Service.
  • F&B Industry Knowledge: Working knowledge of food and beverages within a similar environment.
  • Industry Best Practices: Leisure/Food and Beverage industry knowledge including legislation, best practices, current trends, etc.
  • Leadership Experience: Experience of leading a team.
  • Company Training: Knowledge of Company training (Service That Sells, Perfect Serve etc.).
Additional Information:

Previous supervisor experience would be an advantage. Must be fully flexible. Free on-site car park. Estimated salary £12.15 per hour plus night-shift allowance and tips.

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