Teahouse Assistant Manager

To support the Teahouse Manager, deliver quality service in both the Teahouse by developing and managing a well-trained, motivated, customer focused team, planning, organising and communicating within all departments to deliver service, sales targets and safety as required by the Company.,

• Lead by example to ensure the highest levels of service to all customers


• To establish and maintain excellent long customer relations at all times


• To handle customer requests, enquires complaints, and communicate accordingly


• To ensure events and functions are managed effectively in cooperation with Events Team


• To ensure all customer feedback is dealt with in a timely and appropriate manner in order to promote and grow the good reputation of the Teahouse


Leadership & teamwork:


• To be accountable for all team, especially during service and new starters


• To attend and assist in the running of weekly manager meetings with all other managers


• To mentor, appraise and review all allocated team member mentees alongside the Teahouse Manager at least once per year, and create written development plans for each


• To undertake training to be an effective mentor and role model


• To help create a positive leadership culture to ensure motivation and morale remain at the highest level at all times


• To ensure the training and development of all staff, supported by full induction and training for every person


• To ensure high-quality, motivating, detailed pre-shift briefings are carried out before every service to improve product knowledge and service quality


• To collaborate with the Teahouse Manager to ensure all team and fellow supervisors are scheduled for annual leave within the holiday year


Quality & detail:


• To liaise with the kitchen on daily operations, food safety and quality control


• To ensure that all operating standards are adhered to in order to achieve maximum levels of service and profitability


• To have a thorough and extensive knowledge of all food and drinks, including wines and assist to produce tasting notes, quizzes and information for the team


• To ensure the daily/weekly cleaning rotas for all departments are completed


Budgeting, planning & sales:


• Own and monitor the department's sales and service results and deliver appropriate action to maximise performance


• Working to ensure that budgets are met, and profits are maximised


• Monitoring and controlling payroll costs and ensuring this flex with trade


• Maximising GP by minimising wastage and shrinkage with the senior F&B team


• Make employees aware of sales goals and drive them towards exceeding sales targets


Process & policy:


• Communicate all teahouse SOP standards and ensure that all within the area understand these standards and deliver against them


• Understand and properly execute all systems, POS procedures, and departmental operating procedures


• To ensure daily cashing-up procedures are completed to company standards on your shifts


• To oversee and uphold the correct handling and processing of all stock, cash and credit card payments in line with company policy


• To ensure accurate weekly staff rotas have been compiled by the designated supervisor maximising service levels, considering employee work patterns and minimising employment percentages


• To carry out any other reasonable duties and responsibilities as needed


• To work as a team player at all times and be prepared to be flexible in order to ensure that all operations are always as efficient and profitable as possible


• To assist with the selection and recruitment process


• To assist in managing informal employee relations in conjunction with the Teahouse Manager following company policies and procedures


Other


• Flexible working includes regular weekend, bank holiday and occasional evening working.


• Involvement in ad hoc project work/ events.


• Contribute to the continual growth and success of the business


Key Performance Indicators (KPIS)


• Sales


• Margin


• P & L


• Health and Safety/ Food Safety


• Leadership, Training & Development


• Customer Service