Retail & Hospitality Manager
The Secret Truffletier Woolmer Green, Hertfordshire
Since 1911, The Secret Truffletier has crafted exceptional Swiss chocolate with passion, heritage and precision. From our boutique home in Woolmer Green, we offer luxury chocolate experiences, elegant Afternoon Teas, artisan coffee and beautifully curated gifts.
As our business continues to grow, we are seeking an exceptional Boutique Hospitality Manager to lead our shop, café and chocolate experience operations.
This is not a standard café management role.
This is a leadership position within a destination experience business .
The Role of Retail & Hospitality Manager
You will be responsible for the daily operation, team leadership and guest experience across our boutique café, shop and chocolate experiences.
You will lead a team of 9 (including weekend & seasonal staff) and ensure that every guest interaction reflects the quality, warmth and refinement of The Secret Truffletier brand.
Key Responsibilities
Guest Experience & Standards
Lead from the front as a host and brand ambassador
Deliver exceptional service across café, retail and experiences
Oversee Afternoon Teas, chocolate workshops and fondue experiences
Ensure every guest journey feels personal, indulgent and memorable
Team Leadership
Manage, train and motivate staff
Lead weekend operations (our busiest and most important trading period)
Set clear expectations for service, presentation and behaviour
Create a positive, professional and high-performing culture
Operations
Oversee daily opening/closing procedures
Resos management, responding to customers email & phone
Updating Shopify with products and pricings and barcodes.
Manage rotas, staffing levels and holiday planning
Ensure compliance with food hygiene and safety standards
Maintain exceptional cleanliness and organisation throughout
Commercial Performance
Drive sales across retail, café and experiences
Maximise bookings for workshops and Afternoon Teas
Monitor stock levels, ordering and wastage control
Support visual merchandising and product presentation
Brand & Environment
Maintain a luxury boutique feel at all times
Ensure displays, packaging and presentation meet brand standards
Continuously look for ways to elevate the customer experience
Who Were Looking For
This role suits someone who combines hospitality leadership with natural hosting ability .
You are:
A confident leader who enjoys developing a team
Highly organised with strong operational control
Passionate about delivering premium customer experiences
Detail-focused with high personal standards
Calm under pressure, especially during busy weekends
Commercially aware and motivated to grow the business
Essential Experience
Previous management experience in café, hospitality or retail
Strong leadership and team management skills
Experience delivering high-quality customer service
Weekend availability (FridaySunday essential)
Desirable
Experience in premium or boutique environments
Events, experiences or hospitality-led retail background
Interest in chocolate, coffee or artisan food
Hours
40 hours per week
5 days out of 7 (weekends essential)
TPBN1_UKCT