Supervisor - Nolito - Luton

**Nolito - Luton Airport**

**Supervisor**

We are a family-run Australian business that operates food and beverage outlets at airports, creating exceptional experiences for all our customers. We are looking for a committed and enthusiastic individual to join our team at Luton Airport.

The site is an exciting new concept - delivering a top quality, speciality, Italian menu which you will be key to successfully delivering.

You will be a reliable, hardworking and enthusiastic team player, passionate about food & beverages and dedicated to providing exceptional customer service in an authentic Italian setting.

This is an hourly paid role, and you will be required to work shifts. Shifts may include an early morning start (e.g 2 am) or a late finish (e.g 11.30 pm) (there is no requirement for split or double shifts).

**The role**

To ensure that our consistently high level of service is enjoyed by our customers at all times and in line with our policies and procedures. To work with the management team to oversee all service areas and direct the successful delivery of restaurant and bar operations whilst striving to continually improve customer satisfaction and maximise the financial performance of the business areas overseen.

**Main duties**
- To oversee, coach and guide the team on shift to ensure the delivery of outstanding customer service whilst adhering to the requirements of health and safety, food preparation and alcohol licencing.
- To be alert to the need for confidentiality and to act in accordance with data protection requirements at all times when dealing with the personal data of customers, suppliers and/or colleagues.
- To support the training of new team members and encourage the development of existing colleagues.
- To motivate the team through good communication and positive feedback as the opportunity arises including the delivery of engaging and informative pre and post shift briefs.
- To support colleagues in dealing with customer complaints, ensuring escalation as necessary.
- To appropriately address areas of concerns or requirements for corrective feedback in a timely fashion.
- To support the Duty Manager in ensuring that shift responsibilities are completed in an appropriate manner and that handovers are effectively undertaken at all times.
- To keep the wider management team appraised on any key issues arising during a shift or in a particular business area of individual responsibility.
- To work collaboratively with back of house colleagues to ensure excellent service to the customer.

**Requirements**:
We are looking for an experienced, self-motivated, enthusiastic individual with flexibility across shift patterns and a willingness to undertake a variety of duties, if called upon to do so.

With this in mind, we will be selecting applicants based upon the following preferred criteria:
**Qualifications - desirable but not essential**
- Basic Food Hygiene certificate

**Relevant experience - desirable but not essential**
- Senior level hospitality experience with a good level of leadership responsibility
- Familiar with an airport-based hospitality setting
- Able to identify potential health and safety/food preparation concerns in a restaurant environment and to address or escalate these as appropriate
- A track record of achievement in respect of customer satisfaction, sales and service.

**Knowledge, skills and abilities**
- Good communication skills
- Able to build strong relationships with colleagues
- Proven ability to undertake the day-to-day management of teams and individuals in a hospitality setting
- Highly organised and able to work effectively and engage others whilst under pressure
- Able to deliver to sometimes conflicting priorities and maintain levels of service output through others
- Adept at handling customer complaints to satisfactory resolutions.

**Personal qualities**
- Self-motivated
- Confident
- Decisive
- Resilient
- Calm and approachable
- **Provide proof of their right to work in the UK**:
**Salary and benefits**

£12.50 per hour plus the following benefits:

- tronc (tips and gratuities distribution system) via an elected troncmaster
- NEST pension
- Free meals whilst on duty at site, from the 'Staff Duty Meal' options
- Access to the ARE Reward Hub, a discount, recognition and wellbeing platform - perks and discounts across hundreds of retailers from start date
- Access to our Employee Assistance Programme - health and well-being support from start date
- 28 days annual leave (inc. Bank Holiday which can be booked off) increasing 1 day a year up to a maximum of 32
- Staff referral bonus scheme.