Description

The restaurants & QSR Manager leads all day-to-day operations of a retail trade venue, driving exceptional guest experiences, tight control of commercial performance, and the development of a highly engaged, service led team. You will: · Deliver a brilliantly executed guest experience through fast, safe, friendly service and consistent product quality. · Champion commercial success by maximising stock yield, managing cellar and product controls, and driving sales through product mix, upselling, and activation. · Use insight (P&L, SPH, stock results, yield reports, NPS, team data, guest volumes) to make informed decisions that elevate performance. · Be highly visible on the floor, leading standards, coaching in real time, and interacting with guests to create memorable moments.

Key Responsibilities

Guest Experience & Service Leadership 

• Own the full guest experience within the Restaurant or QSR venue, ensuring speed, quality and friendliness of service during all trade patterns. 
• Actively manage guest flow to reduce queue times and maintain a lively, well organised environment. 
• Ensure consistency of product delivery across all categories
• Use NPS trends and guest comments to improve service points, product mix, and bar layout where possible. 
• Be highly visible during peak trading to support, coach, and solve issues in real time. 

Commercial, Stock & Business Performance 

• Full accountability for stock results, including:  
• stock yield performance 
• line checks 
• waste reduction 
• stock rotation & product care 
• cash variances 
• Use stock reports to identify patterns, risks or opportunities and implement action plans to improve yields and reduce loss. 
• Contribute ideas to increase sales: premiumisation, product placement, seasonal activation, and upsell training. 
• Working with the productivity team, support in the delivery of labour plans aligned to forecasted demand, improving productivity without compromising service.
• Complete rotas in SAM 3 weeks ahead and ensure accuracy in payroll closing. 
• Drive the profitability of the venue through margins, SPH, ATV, and effective promotions.

Team Leadership, Culture & Development 

• Create clear, measurable objectives for Assistant Managers that drive performance in revenue generation, queue management, profit protection, compliance, Guest experience, and team experience. 
• Lead and develop a positive, high-performing team through coaching, recognition, and hands-on guidance. 
• Ensure all team members are fully trained in product knowledge, pouring standards, cellar safety and responsible alcohol retailing (Challenge 25, refusals, licensing obligations). 
• Conduct meaningful 1:1s, PDPs, performance reviews and use real time feedback to support development. 
• Role-model Butlin’s Values and Leadership Behaviours at all times. 
• Build a multiskilled team capable of flexing across the resort to meet guest volume and business need. 
• Actively improve team retention through recognition, support, development opportunities and open communication.

Operational Excellence, Safety & Compliance  

• Ensure complete compliance with licensing legislation, including Challenge policies, refusals logs, trading hours and responsible retailing. 
• Oversee cellar management to guarantee safety, product quality, proper changeover, gas system handling and hygiene. 
• Maintain full audit readiness across:  
• bar cleanliness and organisation 
• food safety 
• H&S and COSHH 
• security, cash handling and stock holding 
• brand standards 
• Lead venue opening/closing routines and complete daily operational checks. 
• Escalate risks appropriately and own corrective actions. 

Cross Resort Collaboration & Leadership 

• Build strong relationships with leadership teams and peers across all resorts to share ideas and improve performance. 
• Support other venues and departments when operational needs shift 

Championing Butlin’s Team member plus modelling optimisation labour alongside other resort leaders.

Skills, Knowledge & Expertise

·         Demonstrable leadership experience within a high volume hospitality environment. 

·         Strong understanding of F&B, stock controls and food quality standards
·         Proven commercial acumen with experience delivering stock yield targets and improving financial performance. 

·         Experience working with multiskilled teams in fast paced, high volume operations. 

·         Strong coaching ability, able to upskill teams in service, product knowledge, and operational excellence. 

·         Skilled in rota planning, forecasting and managing labour to demand. 

·         Confident communicator who can influence, motivate, and adapt quickly to changing needs. 

·         Strong problem solver with the ability to stay calm and lead during pressured trading periods. 

·         Demonstratable experience of leading teams to success, this includes proficiency in:

o   Managing performance. 
o   Coaching team.
o   Delivering team training.
o   Setting standards and role modelling this behaviour.
o   Problem solving 
o   Providing feedback.

o   Communicate business goals and objectives and support team to achieve these targets.

Able to manage multiple priorities and can adapt quickly to changing requirements.

KPI

·         Guest NPS (overall, speed of service, quality of serve) 

·         eNPS & team engagement 

·         Stock yield %, stock loss, line variances, waste & compliance 
·         Revenue growth, SPH, Bserve volumes & category sales mix 

·         P&L delivery vs. budget 

·  &a