Assistant Service Manager

HeathrowAcademy; Reading; On-site; GBP 25,000 - 38,000; Full time

Job summary

Heathrow Academy is seeking an Assistant Service Manager to support the General Manager in delivering a high-quality catering and hospitality service. The role is hands-on, focusing on day-to-day operations, customer service, and staff engagement at our Reading location.

You will lead teams, manage performance, oversee scheduling, and drive continuous service improvements while ensuring compliance with food safety, H&S, and environmental standards.

Qualifications

• Secondary education required.
• Intermediate Food Hygiene Certificate or higher.
• Previous supervisory/management experience.
• Genuine passion for food quality and customer service.
• Strong leadership, coaching, and influencing skills.

Responsibilities

• Provide leadership, guidance, training, and performance management for team members.
• Schedule staff and ensure appropriate staffing levels.
• Conduct regular supervisor meetings to communicate objectives and requirements.
• Support development and improvement of services within the location.
• Deliver outstanding customer service and exceed expectations.
• Manage customer feedback, requests, and complaints professionally.
• Ensure food and beverage are served per company standards.
• Identify operational improvements to boost efficiency and quality.
• Support achievement of financial and commercial targets.
• Assist with recruitment and onboarding of suitable staff.
• Motivate teams and lead by example.
• Act as deputy for the General Manager when needed.
• Handle payroll processes and ensure timely, accurate payments.
• Order supplies including food, beverages, equipment, and consumables.
• Conduct weekly stock takes and maintain stock control.
• Update SOPs as required.
• Ensure audit readiness and compliance with regulations.
• Support food safety and health & safety risk assessments.

Skills

Leadership

Staff Training

Scheduling

Customer Service

Food Hygiene

Communication

Office Suite

Problem Solving

Education

Secondary education

Intermediate Food Hygiene Certificate

Supervisory/Management experience

Tools

Outlook

SharePoint/OneDrive

Job description

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.