Hotel night shift leader

Your role:

To support, lead and motivate the team to meet sales, profit and compliance targets. To run shifts and, working unsupervised, to achieve the following on a day-to-day basis:

• hotel guests’ safety and security
• excellent customer service
• serving food and drinks to the correct specification
• maintaining a clean, safe and legal workplace
• adhering to Wetherspoon’s standard operating procedures (SOPs) and company policies

Essential requirements:

The essential requirements you’ll need to start:

• Be aged 18 years or over.
• Have a proof of right to work in the place where you will be based (UK or ROI).
• Have a bank account in your own name in the place where you will be based (UK or ROI).
• Be able to converse in English and to understand the language.
• Have a fixed place of residence within reasonable travelling distance of your place of work.
• Basic computer literacy.
• Have completed the team leader training programme.

About you:

• Demonstrate leadership qualities.
• Have the ability to manage time and prioritise tasks, to ensure that each shift runs smoothly and efficiently.
• Know how and when to delegate tasks and how to feed back positively to the person completing the task (identifying any areas for improvement, if necessary).
• Demonstrate passion and enthusiasm in your role and show commitment to your colleagues and your pub.
• Have a friendly nature and good communications skills.
• Be honest, trustworthy and respectful.
• Remain calm when working in a fast-paced environment.
• Adhere to Wetherspoon’s appearance standards.
• Receive regular feedback from the management team and achieve any actions agreed on.

A day in the life:

To oversee and guide the hotel operation, leading by example, demonstrating how to complete tasks, motivating and coaching associates and team leaders to:

• work as a team to achieve the company mission statement: ‘To have by far the best CQSMA standards in the pub world, to be the best company to work for and, by doing these things, to be the most profitable.’
• deliver consistently high standards of cleanliness, quality, service, maintenance and atmosphere (CQSMA), proactively managing results which fall below expectations.
• ensure that pub opening and closing procedures are adhered to.
• adopt a stand back and look (SBAL) approach to ensure that all areas are correctly presented throughout the day.
• be welcoming to customers; maintain high levels of customer management on every shift.
• manage check-ins, check-outs and aftercare.
• be aware of, and knowledgeable about, all promotions, events and new products in your pub, sharing your knowledge with the team to ensure that it has the latest information.
• take pride in maintaining the highest standards of cleanliness by adopting our clean-as-you-go philosophy for all areas.
• respond to any customer feedback in a positive and helpful manner, seeking support, if required – reviewing all customer feedback with the management team and identifying/actioning any training needs.
• ensure that the reception and hotel entrance are maintained and clean.

In addition, to:

• conduct regular security checks, including fire safety checks, reporting any issues.
• be responsible for evacuation, in case of emergency; liaise with the team, guests and the emergency services.
• maintain office administration, in line with company policies and general data protection regulations (GDPR), including use of duty manager log books, CCTV, keys, safe and storage of paperwork.
• manage and maintain the administration of reservations, cancellations and guest no-shows.
• assist in achieving all financial targets set for the pub by taking proactive steps to build sales and control costs.
• work with the pub manager to:
  • forecast sales and associated costs.
  • review and manage all aspects of the profit and loss account.
  • maximise sales opportunities.
• know your competitors and their current pricing/activities.
• know your customer base (local businesses, students, shoppers).
• be accountable for all relevant product-ordering, delivery and stock management of hotel items, including setting stock levels, checking, counting, storage, reconciliation and loss investigation.
• assist in achieving all people-related targets.
• report maintenance issues and manage maintenance contractors while on site.
• ensure that all accidents, incidents and serious food complaints are recorded following company procedures.
• carry out any reasonable task as requested by the management team to meet the needs of the business.