Overall aim of the job Establish, grow and manage all aspects of a leading and profitable destination food and beverage and hospitality operation at Aqua Sports. Reporting Line - Directly to the company owners and directors. Role Requirements Proven F&B and hospitality experience including being a Designated Premises Supervisor. Customer centric approach with excellent communication and interpersonal skills. Commercial aptitude and initiative to proactively grow revenue profitably. Working knowledge of various computer software programs such as MS office, excel, restaurant management software, POS systems. UK Food Hygiene Level 3 preferred Personal Alcohol License – to become Designated Premises Supervisor Ability to manage a large team of front and back of house hospitality staff. Ability to work under pressure and solve problems as they arise. Motivated and driven to succeed. Responsibilities Supervise and manage all aspects of the hospitality functions of Aqua Sports with specific responsibilities set out below: Operations Aqua Sports is establishing a large, licensed F&B and hospitality operation based at Mercers Lake in Surrey. You are responsible for making sure the whole operation runs smoothly. Optimise the operating model for maximum revenue, maximum efficiency and maximum customer satisfaction across the site facilities. You must own and maintain Standard Operating Procedures for all aspects of the F&B operations. SOPs must be compliant with all applicable UK regulations and you must keep up to date on these regulations to keep Aqua Sports compliant over time. You are responsible for Aqua Sports maintaining a 5 star Food Hygine Rating. Fulfil the role and requirements of Designated Premises Supervisor and ensure that Aqua Sports complies with the terms and conditions of its Premises License. You are responsible for hiring necessary security personnel from agreed providers. Make use of appropriate software systems to manage operations including POS, reservations, order management. Maintain and manage necessary inventory of crockery, cutlery, glassware and other equipment. Responsible for overall maintenance and presentation of the front of house areas. Planning What’s happening, who’s going to come, what are they eating and drinking when they’re here, where are they sitting, have we got enough staff, will we make enough money? Responsible for planning the event calendar for the F&B business in a way to maximise appeal to customers, give people a reason to come and therefore drive footfall and revenue. To include regular weekly initiatives such as quiz nights, happy hours etc as you deem appropriate as well larger ‘one off’ or seasonal events. You must work with and oversee the Head Chef’s menu planning and stock management. All items on the menu must be fully costed with the selling price achieving the agreed upon gross margin. As a large part of our service area is outdoors, the weather has a large influence on our footfall so you must keep a constant eye on the weather and adjust operating plans accordingly. Plan necessary security cover as required using approved outsourced providers. Record Keeping Ensure daily sales records are updated with a Z balance to show total revenue further broken down showing what menu items have sold allowing us to have a daily gross margin output. Ensure necessary hygiene and other food safety procedures are appropriately documented, recorded and easily available for review. For example, evidence of daily kitchen clean downs, weekly deep cleans, fridge deep cleans etc. Ensure appropriate personnel and HR records are recorded in the HR system (Breathe) for all F&B employees, including but not limited to records of all necessary training being completed and any disciplinary procedures. Record customer suggestions, compliments and complaints and share this transparently with business owners. Personnel Management Manage the Head Chef and (to the extent we have one) the Front of House Manager and oversee their management of underlying staff. Ensure proper training is conducted with new joiners including familiarisation with SOPs. Ensure ongoing training for existing employees to maintain standards. Conduct disciplinary procedures in accordance with company policies if required. Customer Service Customer service is so often neglected in the UK but done well can be as significant a draw factor as a sunset view over a lake. People need to feel welcomed and wanted and if so they will keep coming back. Make great customer service part of the Aqua Sports brand. Establish and lead a friendly, helpful and attentive customer service culture. We want people to feel at home. Ensure all staff are trained in what is expected and maintain appropriate oversight to ensure standards are maintained. Take personal responsibility for engaging with customers, identifying and welcoming regulars and high spenders. Monitor customer feedback and proactively react to it to improve the customer experience. Commercial & Business Development Take ownership for identifying improvements in what and how we’re operating and proactively look for new revenue and business opportunities. Stay in touch with industry trends and replicate at Aqua Sports where appropriate. Engage externally with the local community, local schools, groups and businesses to find ways to increase foot fall. Find creative ways to partner with established local businesses and groups to help get our name out there. Look for add on revenue opportunities (whether F&B or otherwise) that will compliment our existing business. Marketing Take ownership for ensuring we are effectively marketing our hospitality business. Work with in house or external marketing teams on regular and one off marketing campaigns. Where necessary, engage in additional marketing activities to reach target audiences. This may include getting out into the local area and meeting folks and businesses directly or being present at local events. General Reporting directly to the business owner maintaining clear and regular lines of communication is an essential part of this role. Aqua Sports reserves the right to update this job description from time to time as it deems necessary to meet the needs of the business.