To provide effective leadership to ensure Holdens delivers all operational and commercial targets and sets and delivers excellent standards of food quality and customer experience, being an ambassador for the Holdens brand and values.
Holdens & Co is a proud, family-owned, and run artisan ice cream and café and deli business.
We have been making 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 create 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 though 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
KEY RESPONSIBILITIES
OPERATIONAL EXCELLENCE
Manages the performance of the team, monitoring the achievement of their objectives and targets
Leads by example, promotes Holdens and co company values, and coaches the team to be their best
Sets the highest possible standards of customer service, working alongside the team to achieve this
Champions a culture of continuous improvement and excellence alongside maximising profits and reducing costs
Takes responsibility for the introduction and implementation of new initiatives to benefit the business
Ensures best practice is shared between the locations and works closely with other GMs to deliver this
Report any maintenance issues to the owners
Ensuring the team is pulling together and supporting one another
Encourages ownership teamwork and personal learning within the team
Dealing with all levels of customer complaints putting things right quickly and efficiently to customer satisfaction
Demonstrates a continuous improvement mindset and is proactive in encouraging the team to bring forward ideas to improve/ enhance customer experience
Identifies solutions to operational problems as they arise in collaboration with the owners
Ensures all team members are smart and appearance is in line with company standards
Actively encouraging customer feedback through effective floor management and customer engagement
COMPLIANCE / HEALTH AND SAFETY / FOOD SAFETY / SITE SECURITY
Ensures the security of the site is maintained and meets the requirements of the business
Understands and fulfills all health and safety, hygiene, and food safety and Allergens responsibilities in line with procedures and standards including all daily checks and team training
Ensures the team is following all guidelines and procedures and promotes a culture of safe working
Instills standards into all the team to ensure that all areas are impeccably clean and well presented at all times
Accidents are being reported and recorded any trends are monitored and action is taken, actively seeks to reduce accident numbers through improving processes and ways of working
Understanding of enforcement officers (EHO, HSE, FIRE, TRADING STANDARDS) able to accompany on unannounced visits and feedback to the operations director
LEADING THE TEAM
Ensure correct structure, and mix of staff levels to ensure required standards can be delivered
Ensure the development and progression of the team, and ensure they are provided with the required training to support their development
Supports with recruitment and the delivery of induction/ onboarding and training processes and plans for managers and staff
To provide support and coaching to the team as required, supporting them, and stepping in when areas are struggling and under pressure
Manages team performance daily and through the appraisal system, including absence management (sickness and holidays)
To be a positive role model for the team, approachable and someone they trust to come to with issues, actively looking after the welfare of the whole team
To inspire the teams and managers to be the very best they can be by encouraging them to learn and develop
To catch people doing things right and ensure you praise and thank Managers and team members for a job well done
To keep calm and level-headed under pressure setting the right tone for others
COMMERCIAL LEADERSHIP
To actively drive sales and performance to positively impact the overall business performance
Seeks out and evaluates opportunities/ new ways of doing things, in line with plans and budgets
Overall responsibility for sales and managing labour costs in line with targets
Overall responsibility for effective stock control for the shop/café
PERSON SPECIFICATION / KEY BEHAVIOURS AND SKILLS
ESSENTIAL
Demonstrates sound and balanced judgment
Thinks ahead to anticipate short to medium-term trends whilst focusing on the immediate operational needs
Passion for hospitality and exceptional attention to detail
Excellent people skills ability to inspire and motivate others
Works with others to solve problems and overcome issues
Has exceptional standards of attention to detail
Positive work attitude
Leaderful and confident
Excellent communication skills verbal and written
Business acumen and ability to drive sales and profit
Thrives in a busy and fast-paced environment, displays resilience
Demonstrates a real drive to success, generates excitement and belief
Ability to work in a family-owned business
DEVELOPMENT AND TRAINING
OFF THE JOB
Leadership development to support them in becoming a great Leader In Holdens and Co
Coaching and mentoring opportunities to aid personal development
Food Safety Level 3
First Aid at Work
Health and Safety Level 3
ON THE JOB
Working with the Operations Director to understand all aspects involved in running the business and developing the longer-term strategy
Fire Safety checks and management of Fire safety on site
Accident reviews and spotting key trends
Risk Assessment reviews
Coaching and Development of others
Driving performance - increasing sales and protecting profits
Management of Health and Safety / Food Safety and associated paperwork
AMRT1_UKCT