Deputy 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 a hands-on Deputy Retail & Hospitality Manager to support the leadership of our boutique café, shop and chocolate experience operations.
This is not simply a supervisor role.
This is a key support leadership position within a destination experience business.
The Role of Deputy Retail & Hospitality Manager
You will work closely with the Retail & Hospitality Manager to ensure the seamless day-to-day running of the boutique.
You will act as the second-in-command, leading shifts, supporting the team, and stepping into full management responsibility in the Managers absence.
You will play a critical role in maintaining standards, delivering exceptional guest experiences, and supporting commercial performance.
Key Responsibilities
Guest Experience & Standards
Lead shifts as a host and brand ambassador
Deliver exceptional service across café, retail and experiences
Support the delivery of Afternoon Teas, chocolate workshops and fondue experiences
Ensure every guest interaction reflects warmth, quality and attention to detail
Handle customer queries and resolve issues professionally
Team Support & Leadership
Support training and onboarding of staff
Lead by example in service, presentation and attitude
Supervise team performance during busy periods, especially weekends
Provide feedback to the Manager on team development and performance
Help maintain a positive, motivated and professional team environment
Operations
Take responsibility for opening and closing procedures when required
Assist with rota implementation and daily staffing adjustments
Manage reservations, emails and phone enquiries
Support Shopify updates (products, pricing, barcodes)
Ensure food hygiene, safety and cleanliness standards are consistently met
Maintain organisation across café, retail and experience areas
Commercial Support
Drive sales through excellent service and product knowledge
Upsell retail products, experiences and Afternoon Teas
Support stock control, replenishment and waste reduction
Assist with visual merchandising and product displays
Monitor daily performance and report insights to the Manager
Brand & Environment
Uphold the luxury boutique feel at all times
Ensure displays, packaging and presentation meet brand standards
Maintain attention to detail across all customer-facing areas
Support continuous improvement of the guest experience
Who Were Looking For
This role is ideal for someone ready to step up into management or currently working as a strong supervisor or assistant manager.
You are:
A natural team leader who enjoys supporting others
Highly organised and proactive
Passionate about delivering premium customer experiences
Detail-oriented with high personal standards
Confident taking responsibility in a fast-paced environment
Calm and solutions-focused under pressure
Essential Experience
Previous experience in hospitality, café or retail environments
Experience in a supervisory or senior team member role
Strong customer service skills
Ability to lead shifts and manage a team
Weekend availability (FridaySunday essential)
Desirable
Experience in premium or boutique environments
Exposure to events, experiences or hospitality-led retail
Interest in chocolate, coffee or artisan food
Hours
40 hours per week
5 days out of 7 (weekends essential)
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