Overview:
We are seeking a dynamic Retail & Hospitality Team Supervisor to join our team in providing exceptional service to our guests. If you have a passion for hospitality and enjoy working in a fast-paced environment, and are keen to work across 2-3 branches, giving variety in the role, we would love to hear from you.
OVERALL, PURPOSE
Delivering an excellent standard of customer service, providing great quality food, drinks, and ice cream in line with Holdens and Co standards
Holdens & Co is a proud, family-owned, and run artisan ice cream and café and deli business.
We have made 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 creates 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 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
Customer Service / Experience
· Clearing and cleaning tables
· Carrying trays and pots to the kitchen/dishwasher areas
· Serving food and drinks to the table
· Serving customers in the shop and deli
· Ability to answer customer questions on menu items or shop range and ice cream
· The perfect scoop of ice cream and being able to advise customers on sauces and toppings
· Making and serving hot and cold drinks and being able to manage orders on busy days
· Working on the till advising customers on Allergens and being confident in dealing with customer queries
· Providing a warm friendly welcome to all customers
· Delivering outstanding service that is warm, friendly, and authentic
· Shows a passion for the business and actively promotes this to customers
· Handles cash and card payments accurately
· Escalates any customer complaints or issues quickly to the manager or supervisor on duty
Compliance with Health and Safety / Food Safety
· Follows all procedures for health and safety, hygiene and food safety, and Allergens at all times
· Ensure the café/shop/deli/parlour is kept clean and welcoming at all times by adhering to cleaning schedules
· Sets up and clears down the café/shop/deli/parlour in line with standards
· Keeps working areas well stocked and replenished as required
Team Working
· Is a natural team player and looks for opportunities to support and help other team members
· Friendly and outgoing and ensures they build trust and confidence with other team members
· Demonstrated ability to take efficiently and at pace in line with other team members
· Takes responsibility for themselves and ensures actions impact positively on other team members
Commercial Mindset
· Ensures they engage effectively with customers and understand the positive difference they can have on the performance of the shop/café/deli/parlour
· Ensures all displays are full and inviting and in line with retail promotions calendar
Supervisor Task
. Assists GM and Head Chef in placing orders when needed
. Assists GM in Team Management, Rota Planning and deputising in their absence
. Ability to roam, so be a strong team leader when supervising at all branches, with skills being adapted to suit the location
PERSON SPECIFICATION / KEY BEHAVIOURS AND SKILLS
ESSENTIAL
· Friendliness
· Reliable
· Motivated
· Excellent team working skills
· Has a desire to learn
· Flexibility
· Has high standards
· Likes looking after people
· Hard working
· Enjoys a busy environment
· Common sense
· Good communication skills
· Takes the initiative in finding jobs when quiet
. Own transport to access branches (all within 20 miles of each other and mileage covered for additional miles other than commuting will be paid by the company)
DESIRABLE
· Previous retail or hospitality experience
. Cooking and/or baking ability and passion
DEVELOPMENT AND TRAINING
ON THE JOB
Shadowing an experienced member of the team or manager/supervisor and shown the following
· Working the till
· Taking cash and credit cards
· Learning the menu and shop and parlour products
. Prepping menu dishes including hot and cold sandwiches and hot breakfasts
· Scooping ice cream
· Making cold drinks
· Serving cakes
· Setting up cutlery for food
· Taking food and drink to tables
· Customer engagement and steps of service
· Dealing with unhappy customers
· Cleaning and clearing tables
· Clearing dishes in the kitchen
· Cleaning schedules
· Barista Training – Coffee Care
· Creating displays
· Keeping shop organised and replenished
OFF THE JOB
· Induction food safety and H&S training (day 1 before you start your shift)
· Allergen Training online (day 1 before you serve any customers)
· Online Food Safety Training within 3 months
Job Type: Full-time
Pay: £12.50 per hour
Benefits:
* Company events
* Company pension
* Discounted or free food
* Employee discount
* Free parking
* Health & wellbeing programme
* On-site parking
* Referral programme
* Store discount
Education:
* GCSE or equivalent (preferred)
Experience:
* Retail sales: 1 year (preferred)
* customer service: 1 year (preferred)
Licence/Certification:
* Driving Licence (required)
Work Location: In person