TEAHOUSE ASSISTANT MANAGER

To support the Teahouse Manager, deliver quality service in both the Teahouse & Afternoon Tea Area, by developing and managing a well-trained, motivated, customer focused team, planning, organising and communicating within all departments to deliver service, sales targets and safety as required by the Company.

Principal Accountabilities

 Core skills:

• Lead by example to ensure the highest levels of service to all customers
• To establish and maintain excellent long customer relations at all times
• To handle customer requests, enquires complaints, and communicate accordingly
• To ensure events and functions are managed effectively in cooperation with Events Team
• To ensure all customer feedback is dealt with in a timely and appropriate manner in order to promote and grow the good reputation of the Teahouse

Leadership & teamwork:

• To be accountable for all team, especially during service and new starters
• To attend and assist in the running of weekly manager meetings with all other managers
• To mentor, appraise and review all allocated team member mentees alongside the Teahouse Manager at least once per year, and create written development plans for each
• To undertake training to be an effective mentor and role model 
• To help create a positive leadership culture to ensure motivation and morale remain at the highest level at all times
• To ensure the training and development of all staff, supported by full induction and training for every person
• To ensure high-quality, motivating, detailed pre-shift briefings are carried out before every service to improve product knowledge and service quality
• To collaborate with the Teahouse Manager to ensure all team and fellow supervisors are scheduled for annual leave within the holiday year

Quality & detail:

• To liaise with the kitchen on daily operations, food safety and quality control
• To ensure that all operating standards are adhered to in order to achieve maximum levels of service and profitability
• To have a thorough and extensive knowledge of all food and drinks, including wines and assist to produce tasting notes, quizzes and information for the team
• To ensure the daily/weekly cleaning rotas for all departments are completed

Afternoon Tea:

• To be the Front lead in Afternoon Tea, and communicate fully with the Afternoon Tea Chef
• To ensure that all operating standards are adhered to in order to achieve maximum levels of service and profitability
• To have a thorough and extensive knowledge of all food and drinks, including wines and assist to produce tasting notes, and information for the team.
• Ensure guest are served to the same standard as the service received within the restaurant.

Budgeting, planning & sales:

• Own and monitor the department’s sales and service results and deliver appropriate action to maximise performance
• Working to ensure that budgets are met, and profits are maximised
• Monitoring and controlling payroll costs and ensuring this flex with trade
• Maximising GP by minimising wastage and shrinkage with the senior F&B team
• Make employees aware of sales goals and drive them towards exceeding sales targets

 Process & policy:

• Communicate all teahouse SOP standards and ensure that all within the area understand these standards and deliver against them
• Understand and properly execute all systems, POS procedures, and departmental operating procedures
• To ensure daily cashing-up procedures are completed to company standards on your shifts
• To oversee and uphold the correct handling and processing of all stock, cash and credit card payments in line with company policy
• To ensure accurate weekly staff rotas have been compiled by the designated supervisor maximising service levels, considering employee work patterns and minimising employment percentages
• To carry out any other reasonable duties and responsibilities as needed
• To work as a team player at all times and be prepared to be flexible in order to ensure that all operations are always as efficient and profitable as possible
• To assist with the selection and recruitment process
• To assist in managing informal employee relations in conjunction with the Teahouse Manager following company policies and procedures

 Other

• Flexible working includes regular weekend, bank holiday and occasional evening working.
• Involvement in ad hoc project work/ events.
• Contribute to the continual growth and success of the business

Key Performance Indicators (KPIS)

• Sales
• Margin
• P & L
• Health and Safety/ Food Safety
• Leadership, Training & Development
• Customer Service

 TEAHOUSE ASSISTANT MANAGER

To support the Teahouse Manager, deliver quality service in both the Teahouse & Afternoon Tea Area, by developing and managing a well-trained, motivated, customer focused team, planning, organising and communicating within all departments to deliver service, sales targets and safety as required by the Company.

Principal Accountabilities

 Core skills:

• Lead by example to ensure the highest levels of service to all customers
• To establish and maintain excellent long customer relations at all times
• To handle customer requests, enquires complaints, and communicate accordingly
• To ensure events and functions are managed effectively in cooperation with Events Team
• To ensure all customer feedback is dealt with in a timely and appropriate manner in order to promote and grow the good reputation of the Teahouse

Leadership & teamwork:

• To be accountable for all team, especially during service and new starters
• To attend and assist in the running of weekly manager meetings with all other managers
• To mentor, appraise and review all allocated team member mentees alongside the Teahouse Manager at least once per year, and create written development plans for each
• To undertake training to be an effective mentor and role model 
• To help create a positive leadership culture to ensure motivation and morale remain at the highest level at all times
• To ensure the training and development of all staff, supported by full induction and training for every person
• To ensure high-quality, motivating, detailed pre-shift briefings are carried out before every service to improve product knowledge and service quality
• To collaborate with the Teahouse Manager to ensure all team and fellow supervisors are scheduled for annual leave within the holiday year

Quality & detail:

• To liaise with the kitchen on daily operations, food safety and quality control
• To ensure that all operating standards are adhered to in order to achieve maximum levels of service and profitability
• To have a thorough and extensive knowledge of all food and drinks, including wines and assist to produce tasting notes, quizzes and information for the team
• To ensure the daily/weekly cleaning rotas for all departments are completed

Afternoon Tea:

• To be the Front lead in Afternoon Tea, and communicate fully with the Afternoon Tea Chef
• To ensure that all operating standards are adhered to in order to achieve maximum levels of service and profitability
• To have a thorough and extensive knowledge of all food and drinks, including wines and assist to produce tasting notes, and information for the team.
• Ensure guest are served to the same standard as the service received within the restaurant.

Budgeting, planning & sales:

• Own and monitor the department’s sales and service results and deliver appropriate action to maximise performance
• Working to ensure that budgets are met, and profits are maximised
• Monitoring and controlling payroll costs and ensuring this flex with trade
• Maximising GP by minimising wastage and shrinkage with the senior F&B team
• Make employees aware of sales goals and drive them towards exceeding sales targets

 Process & policy:

• Communicate all teahouse SOP standards and ensure that all within the area understand these standards and deliver against them
• Understand and properly execute all systems, POS procedures, and departmental operating procedures
• To ensure daily cashing-up procedures are completed to company standards on your shifts
• To oversee and uphold the correct handling and processing of all stock, cash and credit card payments in line with company policy
• To ensure accurate weekly staff rotas have been compiled by the designated supervisor maximising service levels, considering employee work patterns and minimising employment percentages
• To carry out any other reasonable duties and responsibilities as needed
• To work as a team player at all times and be prepared to be flexible in order to ensure that all operations are always as efficient and profitable as possible
• To assist with the selection and recruitment process
• To assist in managing informal employee relations in conjunction with the Teahouse Manager following company policies and procedures

 Other

• Flexible working includes regular weekend, bank holiday and occasional evening working.
• Involvement in ad hoc project work/ events.
• Contribute to the continual growth and success of the business

Key Performance Indicators (KPIS)

• Sales
• Margin
• P & L
• Health and Safety/ Food Safety
• Leadership, Training & Development
• Customer Service