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Job Summary
Duties:Operational Leadership & Floor Management:
Oversee all live day-to-day floor operations to ensure operational efficiency, customer satisfaction and strong service flow.
Maintain a constant and visible presence on the sales floor to proactively manage operations, customer experience, standards and team accountability.
Conduct detailed floor walks at the beginning, middle and end of each shift, with hourly walkthroughs throughout trading periods.
Ensure all departments consistently maintain operational, merchandising and presentation standards.
Lead real-time operational execution during peak trading periods and high-pressure service environments.
Collaborate across all departments to ensure seamless operational flow and customer experience.
Ensure all stock available in the stockroom is represented appropriately on the sales floor.
Identify and resolve operational issues proactively before they negatively impact the customer experience.
Leadership Development & Team Performance:
Lead, motivate and support teams to achieve operational excellence and exceptional customer service standards.
Coach, mentor and develop team members through consistent leadership, guidance and operational support.
Conduct performance discussions and support talent development and succession planning.
Provide training and personalized coaching to address operational or performance gaps.
Address staff concerns, operational challenges and workplace conflict professionally and proactively.
Foster a culture of accountability, urgency, teamwork and operational excellence
Actively identify and develop employees who demonstrate initiative, commitment and leadership potential.
Take pride in building the next generation of leaders
Understand that leadership is measured not only by operational performance, but by the positive impact left on the people being developed.
Guest Experience & Vibe Creation:
Serve as the curator of the guest experience by ensuring the store consistently feels welcoming, energetic, comfortable and aligned with the brand.
Maintain constant awareness of the atmosphere within the store, customer seating areas and surrounding guest spaces.
Ensure appropriate music is always playing
Curate music selections that reflect the brand by favouring familiar favourites, uplifting content that enhances customer experience and encourages guests to stay longer.
Understand that music directly influences customer mood, behaviour and purchasing habits and actively manage music selection accordingly.
Ensure guest seating areas remain inviting, comfortable and operationally ready throughout the day.
Proactively manage environmental comfort
Create memorable moments of hospitality by encouraging thoughtful guest interactions,
Engage with customers through genuine and meaningful conversations while remaining aware of operational priorities and respecting guests' time.
Ensure every guest feels welcomed, valued and connected.
Continuously challenge operational familiarity by viewing the business through the eyes of a first-time guest and identifying opportunities to improve
Customer Experience & Hospitality:
Deliver and uphold exceptional customer service standards across all departments.
Handle customer complaints and service recovery situations professionally and efficiently.
Ensure guests receive prompt, attentive and personalized service throughout their visit.
Support upselling and cross-selling opportunities through strong customer engagement and product knowledge.
Lead by example in demonstrating Pantry hospitality standards and customer-first behaviour.
Monitor customer feedback and identify opportunities to improve the overall guest experience.
Commercial Performance & Business Execution:
Support the execution of business strategy to drive sales growth, profitability and operational performance.
Monitor inventory levels, stock movement and replenishment standards across the business.
Assist with cash-up procedures, shift handovers, CIT collections and operational controls where required.
Prepare weekly operational reports relating to sales, staffing, inventory and operational performance.
Build and maintain strong relationships with suppliers, Head Office and operational stakeholders.
Drive operational consistency that supports both customer satisfaction and commercial performance.
Compliance, Safety & Operational Standards:
Ensure adherence to OHASA, food safety and operational compliance standards
Ensure deep cleaning schedules, maintenance plans and operational housekeeping standards are consistently maintained.
Communicate operational incidents, injuries or major issues immediately through the correct reporting channels.
Maintain exceptional visual merchandising, cleanliness and operational readiness standards throughout the business.
Ensure operational discipline and accountability are consistently maintained across all departments.
Brand Representation & Professional Accountability:
Represent the brand professionally in all customer, supplier and team interactions.
Maintain professional grooming, hygiene and uniform standards.
Maintain extensive product knowledge across all departments and operational offerings.
Remain informed on promotions, events and operational priorities.
Demonstrate honesty, accountability and leadership within the workplace.
Report acts of dishonesty, misconduct or operational concerns immediately.
Cultivate a strong entrepreneurial and collaborative mindset by supporting broader business operations where required.
Requirements:
Grade 12
A formal hospitality qualification will be an advantage
Relevant experience in retail, Food & Beverage or Restaurant operations
Excellent Food & Wine knowledge
Leadership Skills
Communication Skills
Problem Solving
Decision Making
Adaptability
Interpersonal Skills
Conflict Resolution
Operational Awareness
Accountability
Ability to Perform Under Pressure
Craven Cottage CC
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