This is the job The Team leaders- Service, known as TLS within itsu leads the front of house team, day to day. This role has full understanding of our front of house operations and supports the management team in general day to day duties. They are responsible for the customer experience in line with itsu standards and business needs while supporting the training and development of their team. Their performance is measured against the KPls for the shop and their job description responsibilities below. core responsibilities Train and empower the Front of House [FOHi team and sections to deliver beautiful food and service In line with itsu standards. Conduct engaging, informative and energising Team Briefs [TB], ensuring you have clearly communicated any comms being shared and our team fully understand their duties for the day. Ensure all team members support, model and encourage our sustainability policies. Ensure the Team Members understand and following itsu policies and processes, reporting any concerns to the management team. Address any team performance issues through constructive feedback, seeking help if needed from management or people partners. hospitality Drive and maintain a consistently good mystery shopper performance. Role model and encourage a customer first mindset. Ensure great execution of product and marketing launches to have maximum impact. Continually refer to the 'Manage By Walking Around' [MBWA] Front of House [FOH] card whilst on shift. Lead your team to know and follow itsus 6 Hospitality Steps. Respond appropriately and in a timely manner to all customer questions and complaints, [AFP,AFB & accident ] asking for help when needed. Be responsible for the cleanliness and upkeep off all Front of House [FOH] areas. Manage the Front of House [FOH] team to make sure there is always someone available to attend to the customer's needs. Be responsible for managing the Point of Sale [PoSl, including stock, refunds, discounts. Lead your team to engage with customers to make every visit to itsu memorable, this includes greeting them, focusing on reducing queues/waiting times and ensuring the seating area is clean. Lead the team in maintaining an immaculately clean and safe Front of House [FOH] by following Cleaning Around the Clock [CATC] and Cleaning as You Go [CAYG] cleaning processes. Ensure the host is wearing their lanyard and is clearly present to all customers. Manage delivery standards as per our How to and engage with our delivery drivers. Ensure that the 50% sale is run smoothly. Quality Maintain the shop standards following the How to books, ensuring all How to cards are consistently used and kept up to date and ensure the Front oh House [FOH] team adheres to these standards. Maintain First in First out [FIFO] standards and make sure no out of date 1OOD1 products are on sale and are removed at end of day. Ensure bought to sell and made to sell products always meet itsu quality standards. Ensure the food displays are immaculate, as per How To and planograms. Ensure Correct To Recipe [CTR] standards are being met. Maintain all aspects of Front of House [food, health and safety] in accordance with the Law & itsu standards. Ensure that the Due Diligence Diary [DOD] is completed, accurate & actioned. Report any quality issue following guidelines in accordance with procedure and reject products if needed. Report any quality issue following the according procedure. Lead and champion the 5-Food Safety Focuses [5FSF] and 5-Food Quality Focuses [5FOF]. Can confidently, answer all EHO questions and knows the process if they receive a visit. Ensures the Front of House [FOH] team are following the food standards by following the How to Food. Ensure all products transfers between shops are performed safely and accurately as per How To Manage and maintain correct uniform and PPE standards for yourself and your teams. Report any Food, Health and Safety issues to the relevant people, within a timely manner. Ensure most updated How to books are in use at all times. Make sure all 20-minute standards are always followed Front and Back of House. Ensure Team Members accidents are recorded, and Management team informed. Ensure all marketing materials are up to date and in good condition. Ensure MBWA are carried out, recorded and actioned as per itsu standards. profitability Complete regular analysis of relevant reports that can help you and your team achieve KPls. Ensure production levels are maintained throughout the day to maximise sales potential whilst balancing waste levels. Ensure financial and administration procedures are followed. Maximise sales and customer experience by following display standards, reordering marketing materials as and when necessary to ensure immaculate presentation. Ensure the right stock levels are held for your sales whilst minimising the need for stock transfers in line with sales forecast. To be responsible for shop stock control, stock count and administration. Ensure the correct stock levels of bought to sell and Front of House [FoH] packaging, including indirect packaging, are being ordered to achieve 100% availability. Ensure calibration is carried out in hot section [l every 6 products]. Report any maintenance issues promptly to minimise the effect on the business. Record and manage waste of all relevant types. Ensure availability off all products