Hospitality Manager

To provide effective leadership to ensure Holdens delivers all operational and commercial targets and sets and delivers excellent standards of food quality and customer experience, being an ambassador for the Holdens brand and values. Holdens & Co is a proud, family-owned, and run artisan ice cream and café and deli business. We have been making our award-winning dairy ice cream from the same site in Edgworth Village in Lancashire since 1929.Our milk comes from Holstein Friesian cows who graze in the same farm we have always worked with which is less than a mile up the road from our original shop. Our original dairy ice cream has just 6 ingredients, which creates a buttery rich flavour and traditional texture for a dense ice cream. We still use the same time-honoured methods we did back in 1929 which create an ice cream with unique characteristics and larger ice crystals within it. In October 2023 we opened the doors to our store in Abbey Village in Chorley and in December 2023 we opened our newly expanded site in Whalley incorporating a new artisan deli, café, and ice cream parlour. We are proud to be able to showcase the many great producers we have on our doorstep in Lancashire through the premium quality food and drink we serve in all our cafes and shops. Ultimately though it is the people we employ who bring our experiences to life and welcome our customers within the communities we serve. MAIN DUTIES / TRAINING PROGRESSION KEY RESPONSIBILITIES OPERATIONAL EXCELLENCE Manages the performance of the team, monitoring the achievement of their objectives and targets Leads by example, promotes Holdens and co company values, and coaches the team to be their best Sets the highest possible standards of customer service, working alongside the team to achieve this Champions a culture of continuous improvement and excellence alongside maximising profits and reducing costs Takes responsibility for the introduction and implementation of new initiatives to benefit the business Ensures best practice is shared between the locations and works closely with other GMs to deliver this Report any maintenance issues to the owners Ensuring the team is pulling together and supporting one another Encourages ownership teamwork and personal learning within the team Dealing with all levels of customer complaints putting things right quickly and efficiently to customer satisfaction Demonstrates a continuous improvement mindset and is proactive in encouraging the team to bring forward ideas to improve/ enhance customer experience Identifies solutions to operational problems as they arise in collaboration with the owners Ensures all team members are smart and appearance is in line with company standards Actively encouraging customer feedback through effective floor management and customer engagement COMPLIANCE / HEALTH AND SAFETY / FOOD SAFETY / SITE SECURITY Ensures the security of the site is maintained and meets the requirements of the business Understands and fulfills all health and safety, hygiene, and food safety and Allergens responsibilities in line with procedures and standards including all daily checks and team training Ensures the team is following all guidelines and procedures and promotes a culture of safe working Instills standards into all the team to ensure that all areas are impeccably clean and well presented at all times Accidents are being reported and recorded any trends are monitored and action is taken, actively seeks to reduce accident numbers through improving processes and ways of working Understanding of enforcement officers (EHO, HSE, FIRE, TRADING STANDARDS) able to accompany on unannounced visits and feedback to the operations director LEADING THE TEAM Ensure correct structure, and mix of staff levels to ensure required standards can be delivered Ensure the development and progression of the team, and ensure they are provided with the required training to support their development Supports with recruitment and the delivery of induction/ onboarding and training processes and plans for managers and staff To provide support and coaching to the team as required, supporting them, and stepping in when areas are struggling and under pressure Manages team performance daily and through the appraisal system, including absence management (sickness and holidays) To be a positive role model for the team, approachable and someone they trust to come to with issues, actively looking after the welfare of the whole team To inspire the teams and managers to be the very best they can be by encouraging them to learn and develop To catch people doing things right and ensure you praise and thank Managers and team members for a job well done To keep calm and level-headed under pressure setting the right tone for others COMMERCIAL LEADERSHIP To actively drive sales and performance to positively impact the overall business performance Seeks out and evaluates opportunities/ new ways of doing things, in line with plans and budgets Overall responsibility for sales and managing labour costs in line with targets Overall responsibility for effective stock control for the shop/café PERSON SPECIFICATION / KEY BEHAVIOURS AND SKILLS ESSENTIAL Demonstrates sound and balanced judgment Thinks ahead to anticipate short to medium-term trends whilst focusing on the immediate operational needs Passion for hospitality and exceptional attention to detail Excellent people skills ability to inspire and motivate others Works with others to solve problems and overcome issues Has exceptional standards of attention to detail Positive work attitude Leaderful and confident Excellent communication skills verbal and written Business acumen and ability to drive sales and profit Thrives in a busy and fast-paced environment, displays resilience Demonstrates a real drive to success, generates excitement and belief Ability to work in a family-owned business DEVELOPMENT AND TRAINING OFF THE JOB Leadership development to support them in becoming a great Leader In Holdens and Co Coaching and mentoring opportunities to aid personal development Food Safety Level 3 First Aid at Work Health and Safety Level 3 ON THE JOB Working with the Operations Director to understand all aspects involved in running the business and developing the longer-term strategy Fire Safety checks and management of Fire safety on site Accident reviews and spotting key trends Risk Assessment reviews Coaching and Development of others Driving performance - increasing sales and protecting profits Management of Health and Safety / Food Safety and associated paperwork AMRT1_UKCT

Location: Chorley, GB

Posted Date: 1/20/2025