Chopstix Manager

Butlins; Arundel; On-site; GBP 42,000 - 62,000; Full time

Job summary

Butlins is seeking a QSR Manager to lead day-to-day operations at a retail trade venue. You will drive guest experiences, manage stock yield, and coach a service‑led, multi‑skilled team on the shop floor.

You will use P&L, SPH, yield and guest feedback to improve performance, while ensuring safe, speedy service during all peak periods. The role emphasises leadership and commercial focus across resort venues.

Qualifications

• Demonstrable leadership experience in high-volume hospitality.
• Strong understanding of F&B stock controls and product standards.
• Proven ability to optimise margins and drive productivity.

Responsibilities

• Own the guest experience to ensure fast, safe, friendly service and consistent quality.
• Lead a multiskilled team, coaching in real time and managing labour to demand.
• Use NPS trends and stock reports to improve service and profitability.

Skills

Leadership

Hospitality operations

Stock controls

Forecasting

Rota planning

Tools

SAM

Job description

The 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 organization 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.

KPIs

• KPI Guest NPS (overall, speed of service, quality of serve) NPS & 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) Team retention & development progress

About You

• 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: Managing performance. Coaching team. Delivering team training. Setting standards and role modelling this behaviour. Problem solving Providing feedback. Communicate business goals and objectives and support team to achieve these targets.
• Able to manage multiple priorities and can adapt quickly to changing requirements.