Management

AS A DUTY MANAGER YOU’LL: Have at previous experience working as a supervisor in hospitality or retail role. Take charge of creating a clean, welcoming atmosphere that surpasses customer expectations, consistently aiming to improve service. Guide and support your colleagues, maintaining a safe working and dining environment whilst being the go-to person for day-to-day queries Coordinate team efforts. You'll oversee the unit's opening and closing, ensuring operational excellence, adhering to guidelines, and completing necessary documentation. Focus on operational efficiency, staying informed about unit performance, championing improvements and simplifying operations. Recognise and celebrate exceptional service within the team, leading by example, promoting inclusivity and motivation. Build strong relationships, communicate effectively, and make thoughtful decisions, ensuring the team's success and delivering excellence in customer service.

Duties will include: Being the point of escalation, as the senior manager on site, for any complaints within the lounge. Responsible for ensuring the requirements for food hygiene are implemented and instilled in the team. Responsible for all operational requirements including, (but not exhaustive), appropriate staffing levels against business volume, deployment of team members, appropriate rotation of staff to ensure skill maintenance, table/customer planning, reception processes, daily banking including investigations following discrepancies. Working with the Kitchen Manager and responsible for efficient stock ordering, stock control, invoicing and ensuring receipt of deliveries are managed and recorded daily in line with MAG policy. Accountable for the legislative requirements of the lounge/F&B area, including Health & Safety, food hygiene and serving of alcohol. Responsible for the correct handling of waste in line with Lounge and airport requirements.

About the role… As a Store Manager, you will inspire your team by bringing energy and enthusiasm to the store. Your presence and personality will influence the day-to-day business, by helping your team to succeed. Leading by example and setting high standards, you will be responsible for driving profitability and providing our customers with memorable experiences that leaves them hungry for more. What you will be doing… As a Retail Store Manager, you will be responsible for managing the store effectively & efficiently to increase sales and drive profitability Follow Bakers + Baristas operational policies and procedures, including those for cash handling and safety and security, to ensure the safety of the team and customers during each shift Develop, motivate, and inspire your team, promoting high levels of engagement and a culture to be proud of Deliver the highest standards of Quality, Service and Cleanliness Create a customer focused environment

Key Responsibilities Oversee and coach the team to continually improve customer service while adhering to health and safety, food preparation, and alcohol licensing standards. Handle and protect customer, supplier, and colleague data in accordance with data protection requirements. Motivate the team through effective communication, delivering engaging pre- and post-shift briefs. Support colleagues in resolving customer complaints, handling escalations when necessary. Ensure all financial and administrative tasks are completed per the Duty Manager daily task list. Effectively manage team handovers between shifts, ensuring smooth transitions. Keep senior management informed of any significant issues arising during shifts.

Customer Relationships: Build strong relationships with customers to understand their needs and convert opportunities into sales. Sales & Profitability: Achieve sales targets, maximise profits, and ensure high customer satisfaction for long-term business success. Prospecting & Sales Process: Prospect new and existing customers, conduct meetings, and oversee the full sales process. Technical Expertise & Records: Use technical knowledge of Light Commercial Vehicles to consult on fleet suitability and maintain accurate sales records. Collaboration & Proactivity: Collaborate with Corporate Sales teams, stay updated on finance regulations, and take ownership of projects proactively.

Ensure Customer Satisfaction: Conduct necessary calls with customers to check in, address concerns, and ensure customer satisfaction. Issue Resolution: Act as the first point of contact for customer issues, either resolving them directly or escalating to the appropriate team member while ensuring a smooth handoff. Collaborate with Account Managers: Loop in account managers or other relevant team members when necessary to address customer needs or opportunities for growth. Administrative Support: Manage customer accounts, including updating records, tracking interactions, and ensuring all details are accurate and up to date. Drive Success: Identify opportunities to enhance the customer experience and work closely with internal teams to implement improvements. Stay Informed: Keep up to date with product updates, policies, and best practices to provide informed and accurate support to customers.

Role Key Accountabilities Compliance with Legislation - Ensuring compliance to all transport and health & safety legislation. Fleet Safety and Maintenance - Ensuring the fleet is compliant by monitoring all safety checks/inspections, vehicles are properly maintained, and Defects reported and managed accordingly. Driver Management and Audits - Complete daily driver audits and monitor Driver’s hours and Working Time in line with current legislation. Telematics and Reporting - Monitor driver/vehicles through Telematics and challenge any unsuitable behaviour patterns. Driver Checks and Renewal - Conducting Driving licence checks, medical and CPC renewals. Meetings and Reviews - Conduct regular meetings/ reviews including probation assessments and return to work interviews. Vehicle Maintenance - Scheduling vehicle and trailer maintenance and MOT’s. Vehicle Checks and Training - Monitor and report information in relation to Daily Vehicle ‘Walk round Checks’ training Drivers as required.

Overall responsibility for all clients within the region, including profitability, delivery, compliance and retention Carrying out internal audits to ensure contracts are being operated in accordance with client requirements Management of the key account within the region Development of regional sales strategy, inclusive of target lists and sales targets Attending contract review meetings, inclusive of attending to support Account Managers Building effective working relationships with clients generating additional workloads wherever possible Carrying out performance and development reviews, identifying training needs, organising training of employees as required Allocation of contracts to account managers Day to day support for account managers, inclusive of supporting Account Managers on contract review meetings with larger clients

Maintain department discipline including dress code, time keeping, conduct and performance using the Company disciplinary policy and procedures with the support of HR and escalating issues when necessary. Oversee the effective application of the Company absence policy and procedures including monitoring of absence levels and conducting return to work discussions. Ensure all legal and statutory requirements are strictly complied with Ensure all practices and procedures are carried out in line with FW’s Health & Safety policy Check agency invoices and subcontractor self-bills, ensuring legal compliance Attending and contributing at on and offsite customer meetings and visits To liaise closely with the warehouse, site, & transport to ensure understanding of each other’s issues, joint resolution of problems and achieve efficiencies between the departments Taking the lead in conflict resolution across the shift and processes are followed and outcomes are fair.