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Shift Manager

You will find below everything you need to know about what we look for in our management team.

Reports to
Pub Manager/Area Manager
Job Objective

To deliver friendly, efficient customer service and to create a warm and welcoming atmosphere for all of our customers. To ensure the smooth running of the pub in the pub manager’s absence, with the key aim of retaining and attracting new customers.

Essential requirements

You must:

  • have proof of right to work in the UK
  • have a UK bank account in your own name
  • be able to converse in English
  • have a fixed place of residence and live within a reasonable travelling distance of the pub
Main responsibilities
  • Deliver excellent customer service and customer management, at all times
  • Serve and present beverages, quickly and efficiently, meeting our standards
  • Assist in keeping the bar, front-of-house and toilets clean and tidy, at all times
  • Keep up to date with current promotions and new products
  • Make customers aware of offers on our great food and drink range
  • Speak to customers to ensure that they are satisfied with their meals
  • Manage the opening and closing of the pub
  • Be responsible for cash-management issues
  • Monitor and manage maintenance issues
  • Manage office administration as instructed by the pub manager
  • Manage and maintain correct staffing levels
  • Identify and take an active role in the recruitment of new staff members
  • Deal with customer complaints in a professional manner
  • Deal with deliveries and report any loss or damage to the pub manager
  • Maintain accurate stock control, including ordering, delivery checks, line checks and wastage
  • Assist in achieving all financial targets set
  • Maintain personal knowledge by completing in-house training, attending courses and completing workbooks
  • Always adhere to all company policies and procedures and licensing laws
  • Be involved and contribute at team meetings
  • Carry out instructions given by the management team and head office
Person Specification

Customer focus

  • Be friendly, smiley, sociable and welcoming to our customers, to create a great atmosphere
  • Remain calm, patient and polite, if receiving customer feedback
  • Be helpful and go out of your way to help our customers


Drive

  • Be confident and self-motivated
  • Demonstrate a passionate commitment to the business
  • Welcome and embrace change, with a positive attitude
  • Be able to work unsupervised in a busy environment
  • Be able to prioritise duties

Personal integrity

  • Be honest and reliable
  • Be trustworthy and respectful
  • Be immaculately dressed
  • Maintain excellent time-keeping and attendance
  • Be professional at all times

Team work

  • Always be a good team player
  • Build and maintain good relationships with all team members
  • Work together with the team to ensure that the pub is the best it can be
  • Be willing to take on jobs to balance the team workload
  • Be able to communicate well with people of all levels

Developing self and others

  • Be motivated to learn and develop self
  • Seek feedback and invest time in personal development
  • Supervise, train and develop others
  • Support, encourage and motivate others
  • Coach, guide and give feedback to others

Managing change

  • Welcome and embrace change, with a positive attitude
  • Understand the need for change
  • Look for opportunity to improve areas of the pub and business

Gaining commitment

  • Communicate clearly to colleagues and customers
  • Gain commitment of others by using own knowledge
  • Act as a role model

Analysing and decision-making

  • Understand information quickly and accurately
  • Resolve problems using current guidelines
  • Be able to work independently and know when to escalate issues

Managing performance

  • Manage both good and poor performance
  • Be accountable for meeting and exceeding objectives
  • Be able to identify when objectives are not going to be delivered and take action to ensure that targets are met
  • Be effective in planning own time
  • Make work fun

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