Operation Support Manager jobs

• Take ownership of the daily Front of House operation, ensuring the service runs smoothly and professionally.
• Maintain high standards across all customer-facing areas throughout the day.
• Ensure opening, service and closing procedures are completed correctly.
• Ensure all service areas are fully prepared, well presented, clean and appropriately stocked.
• Respond quickly to operational issues and escalate to the appropriate manager where required.
• Support hospitality, events, meetings and additional services across the site as required.

Customer Experience

• Lead by example and ensure every customer receives a warm, professional and consistent experience.
• Build strong relationships with customers and understand their needs and expectations.
• Proactively engage with customers and gather feedback to identify opportunities to improve the service.
• Deal with customer queries and complaints professionally, taking ownership through to resolution.
• Create a strong service culture within the team.

Team Leadership

• Lead, motivate and support the team on a daily basis.
• Conduct daily team briefings and ensure colleagues understand service priorities, events and expectations.

• Ensure all team members are fully trained and confident within their roles.
• Manage recruitment, onboarding, training and development of the team.
• Manage performance appropriately and provide regular coaching and feedback.
• Ensure rotas and staffing levels are appropriate for business requirements while maintaining effective labour control.
• Manage absence, annual leave and employee matters in line with company procedures, escalating where required.

Client Relationships

• Build a positive and professional relationship with the client and key stakeholders on site.
• Support client meetings, site visits and events where required.
• Act quickly on client feedback and ensure agreed actions are completed within the required timescales.

Commercial Performance

• achieving site sales, labour and financial targets.
• Identify opportunities to increase sales, customer engagement and participation.
• Support promotions, pop-ups, supplier activations and other initiatives to drive footfall and revenue.
• Monitor waste, stock levels and product availability to support effective cost control.
• Ensure appropriate controls are followed for cash handling, till procedures and financial processes.

Health, Safety & Compliance

• Ensure all Front of House operations are delivered in line with Health & Safety, Food Safety and company requirements.
• Ensure cleaning schedules, temperature checks and other required documentation are completed accurately and on time.
• Maintain excellent standards of cleanliness, presentation and food hygiene.

• Ensure team training and compliance records remain up to date.
• Proactively identify and report hazards, maintenance issues and operational risks.