Assistant Service Manager

Heathrow Academy - Your gateway to extraordinary careers; Reading; Sur place; GBP 25 000 - 34 000; Plein temps

Résumé du poste

Heathrow Employment & Skills Academy is seeking an Assistant Service Manager to support the General Manager in delivering a high-quality catering and hospitality service. You will lead on day-to-day operations, drive customer satisfaction, and ensure compliance with safety and environmental standards.

The role emphasizes staff development, performance management, and achieving financial targets while maintaining audit-ready operations. A passion for food and service excellence is essential.

Qualifications

• Secondary education completed.
• Hospitality/catering experience is required.
• Intermediate Food Hygiene Certificate (or higher).
• Previous supervisory or management experience.
• Passion for food quality and customer service.
• Strong leadership, coaching and influencing skills.

Responsabilités

• Provide leadership, guidance, training and performance management.
• Schedule staff and maintain appropriate staffing levels.
• Lead supervisor meetings to communicate objectives and updates.
• Develop and improve services at the location.
• Deliver outstanding customer service and exceed expectations.
• Manage customer feedback, requests and complaints.
• Ensure food and beverage offerings meet company standards.
• Identify operational improvements to boost efficiency and service.
• Support achievement of financial and commercial targets.
• Assist with recruitment and onboarding of team members.
• Motivate teams and lead by example.
• Act as deputy for the General Manager when required.
• Manage payroll and ensure timely payment.
• Order supplies and conduct weekly stock takes.
• Update SOPs and maintain audit readiness.
• Support food safety and health & safety risk assessments.

Connaissances

Leadership

Staffing

Customer service

Team development

Communication

Problem solving

Time management

Financial awareness

Formation

Secondary education

Intermediate Food Hygiene Certificate

Outils

Microsoft Office (Outlook, SharePoint, OneDrive, Forms)

Description du poste

As an Assistant Service Manager, you will support the General Manager in delivering a professional, high-quality catering and hospitality service that consistently meets both client expectations and company standards. This is a hands-on leadership role where you will be responsible for the day-to-day management of operations, ensuring exceptional customer service, team engagement, operational efficiency, and compliance with all food safety, health & safety, and environmental requirements.

Key responsibilities include:

• Providing leadership, guidance, training, and performance management for team members.
• Scheduling staff and ensuring appropriate staffing levels are maintained.
• Conducting regular supervisor meetings to communicate objectives, standards, company updates, and client requirements.
• Supporting the development and continuous improvement of services within the location.
• Delivering outstanding customer service and ensuring customer expectations are consistently exceeded.
• Managing customer feedback, requests, and complaints professionally and effectively.
• Ensuring all food and beverage offerings are presented and served in line with company standards.
• Identifying and implementing operational improvements to enhance efficiency and service quality.
• Supporting the achievement of agreed financial and commercial targets.
• Assisting with recruitment and onboarding of suitably skilled team members.
• Motivating teams and leading by example.
• Acting as deputy for the General Manager when required.
• Managing payroll processes and ensuring team members are paid accurately and on time.
• Ordering food, beverages, equipment, and non-food consumables.
• Conducting weekly stock takes and maintaining effective stock control.
• Updating Standard Operating Procedures (SOPs) as required.
• Ensuring the operation remains audit-ready and compliant with all statutory requirements.
• Supporting food safety and health & safety risk assessments and maintaining high hygiene standards

We are looking for an enthusiastic and experienced hospitality professional who is passionate about food, customer service, and team development.You will have:

Skills & Experience

• A good standard of secondary education.
• Previous hospitality and/or catering experience.
• Intermediate Food Hygiene Certificate (or higher).
• Previous supervisory or management experience.
• A genuine passion for food quality and customer service.
• Strong leadership, coaching, and influencing skills.

Knowledge & Competencies

• Proficiency in Microsoft Office applications, including Outlook, SharePoint, OneDrive, and Forms.
• Excellent organisational and planning abilities.
• Strong analytical and problem-solving skills.
• Good negotiation and communication skills.
• Ability to work independently and use initiative.
• Financial and commercial awareness.
• Effective time-management skills.

Personal Attributes

• Positive attitude with a willingness to learn and develop.
• Honest, trustworthy, and professional.
• Strong team player.
• Adaptable and flexible in a changing environment.
• Respectful and culturally aware.
• Strong work ethic and commitment to high standards.
• Ability to remain calm, tactful, and persuasive in challenging situations.