The restaurants & QSR Manager leads all day-to-day operations of a retail trade venue, driving exceptional guest experiences, tight control of commercial performance, and the development of a highly engaged, service led team. You will: · Deliver a brilliantly executed guest experience through fast, safe, friendly service and consistent product quality. · Champion commercial success by maximising stock yield, managing cellar and product controls, and driving sales through product mix, upselling, and activation. · Use insight (P&L, SPH, stock results, yield reports, NPS, team data, guest volumes) to make informed decisions that elevate performance. · Be highly visible on the floor, leading standards, coaching in real time, and interacting with guests to create memorable moments.
Guest Experience & Service Leadership
- Own the full guest experience within the Restaurant or QSR venue, ensuring speed, quality and friendliness of service during all trade patterns.
- Actively manage guest flow to reduce queue times and maintain a lively, well organised environment.
- Ensure consistency of product delivery across all categories
- Use NPS trends and guest comments to improve service points, product mix, and bar layout where possible.
- Be highly visible during peak trading to support, coach, and solve issues in real time.
Commercial, Stock & Business Performance
- Full accountability for stock results, including:
- stock yield performance
- line checks
- waste reduction
- stock rotation & product care
- cash variances
- Use stock reports to identify patterns, risks or opportunities and implement action plans to improve yields and reduce loss.
- Contribute ideas to increase sales: premiumisation, product placement, seasonal activation, and upsell training.
- Working with the productivity team, support in the delivery of labour plans aligned to forecasted demand, improving productivity without compromising service.
- Complete rotas in SAM 3 weeks ahead and ensure accuracy in payroll closing.
- Drive the profitability of the venue through margins, SPH, ATV, and effective promotions.
Team Leadership, Culture & Development
- Create clear, measurable objectives for Assistant Managers that drive performance in revenue generation, queue management, profit protection, compliance, Guest experience, and team experience.
- Lead and develop a positive, high-performing team through coaching, recognition, and hands-on guidance.
- Ensure all team members are fully trained in product knowledge, pouring standards, cellar safety and responsible alcohol retailing (Challenge 25, refusals, licensing obligations).
- Conduct meaningful 1:1s, PDPs, performance reviews and use real time feedback to support development.
- Role-model Butlin’s Values and Leadership Behaviours at all times.
- Build a multiskilled team capable of flexing across the resort to meet guest volume and business need.
- Actively improve team retention through recognition, support, development opportunities and open communication.
Operational Excellence, Safety & Compliance
- Ensure complete compliance with licensing legislation, including Challenge policies, refusals logs, trading hours and responsible retailing.
- Oversee cellar management to guarantee safety, product quality, proper changeover, gas system handling and hygiene.
- Maintain full audit readiness across:
- bar cleanliness and organisation
- food safety
- H&S and COSHH
- security, cash handling and stock holding
- brand standards
- Lead venue opening/closing routines and complete daily operational checks.
- Escalate risks appropriately and own corrective actions.
Cross Resort Collaboration & Leadership
- Build strong relationships with leadership teams and peers across all resorts to share ideas and improve performance.
- Support other venues and departments when operational needs shift
Championing Butlin’s Team member plus modelling optimisation labour alongside other resort leaders.
· Demonstrable leadership experience within a high volume hospitality environment.
· Strong understanding of F&B, stock controls and food quality standards
· Proven commercial acumen with experience delivering stock yield targets and improving financial performance.
· Experience working with multiskilled teams in fast paced, high volume operations.
· Strong coaching ability, able to upskill teams in service, product knowledge, and operational excellence.
· Skilled in rota planning, forecasting and managing labour to demand.
· Confident communicator who can influence, motivate, and adapt quickly to changing needs.
· Strong problem solver with the ability to stay calm and lead during pressured trading periods.
· Demonstratable experience of leading teams to success, this includes proficiency in:
o Managing performance.
o Coaching team.
o Delivering team training.
o Setting standards and role modelling this behaviour.
o Problem solving
o Providing feedback.
o Communicate business goals and objectives and support team to achieve these targets.
Able to manage multiple priorities and can adapt quickly to changing requirements.
· Guest NPS (overall, speed of service, quality of serve)
· eNPS & team engagement
· Stock yield %, stock loss, line variances, waste & compliance
· Revenue growth, SPH, Bserve volumes & category sales mix
· P&L delivery vs. budget
· RPRPRT – Right People, Right Place, Right Time
· Audit & compliance results (H&S, Licensing, Food Safety, Cellar Management, Cash & Stock Controls)
