Deputy Store Manager

Airport Retail Enterprises (UK) Limited; City of Edinburgh; On-site; GBP 25,000 - 35,000; Full time

Job summary

A family-run UK airport food and beverage company is seeking a Deputy Manager to lead the restaurant team. The ideal candidate will have a strong background in hospitality, excellent leadership skills, and a passion for customer service. Responsibilities include overseeing service quality, managing staff, and handling customer complaints. The position offers various benefits, including a pension plan and meal provisions while on duty.

Benefits

Tronc (tips distribution)

NEST pension

Free meals while on duty

Health & wellbeing cash plan

28 days annual leave, increasing yearly

Qualifications

• Experienced individual with a passion for outstanding customer service.
• Flexibility with shift patterns is essential.
• Ability to manage complaints effectively.

Responsibilities

• Lead the restaurant team to ensure high service levels.
• Oversee staff adherence to health and safety standards.
• Handle escalated customer complaints.

Skills

Customer service experience

Leadership experience

Good communication skills

Organisational skills

Education

Food Hygiene certificate

Leadership and management qualifications

Job description

Overview

We are a family-run UK business operating food and beverage outlets at airports, creating exceptional experiences for all our customers. We are looking for a committed and enthusiastic individual to join our team.

As Deputy Manager, you will play a vital role in supporting the Operations Team, ensuring that high standards of service are maintained. You will also take responsibility for the restaurant, leading by example and helping drive our success. If you're passionate about hospitality, enjoy managing teams, and want to make a significant impact, we’d love to hear from you.

The Role

Supporting the Operations Team, you’ll ensure our consistently high service levels are maintained in line with company policies, driving sales and operational efficiency. You’ll step into a leadership role, taking responsibility for business areas and leading the restaurant team during your shifts.

Main Duties

• Lead the restaurant team.
• Oversee, coach, and guide the team to continuously improve service while adhering to health and safety, food preparation, and alcohol licensing requirements.
• Ensure confidentiality and act in accordance with data protection requirements when handling personal data.
• Motivate the team through positive communication, delivering informative pre- and post-shift briefs.
• Handle escalated customer complaints and support colleagues in resolving issues.
• Ensure all activities, including financial and administrative tasks, are completed according to the Duty Manager daily task lists.
• Keep senior management informed of any significant issues arising during shifts.

Requirements

We are seeking an experienced, self-motivated individual with a passion for delivering outstanding customer service. Flexibility with shift patterns and leadership experience in hospitality are essential.

To Excel In This Role, You’ll Have

• A Food Hygiene certificate.
• Leadership and management qualifications.
• Extensive senior-level hospitality experience with leadership responsibility.
• Familiarity with airport-based hospitality (preferred but not essential).
• A track record of success in customer satisfaction, sales, and service.
• Excellent written and verbal communication skills.
• Proven ability to manage teams and individuals in a busy hospitality setting.
• Strong organisational skills and the ability to manage competing priorities.
• The ability to handle customer complaints and resolve them effectively.

Personal Qualities

We’re Looking For Someone Who Is

• Driven by continuous improvement.
• Decisive and resilient.
• A strong team leader.
• Calm and approachable under pressure.
• Passionate about food and beverages.

Salary & Benefits

• Tronc (tips and gratuities distribution system) via an elected troncmaster.
• NEST pension.
• Free meals while on duty at the site, from the 'Staff Duty Meal' options.
• Health & wellbeing cash plan, also offering discounts and perks across hundreds of retailers
• Access to our Employee Assistance Programme for health and well-being support from day one.
• 28 days annual leave (including Bank Holidays), increasing by 1 day a year up to a maximum of 32 days.
• Staff referral bonus scheme.

Please Note

• Provide proof of their right to work in the UK.
• Hold an Airport Security ID Pass, which we will assist with. The application process requires the production of a valid passport, a criminal record check, and five years of personal and employment references.

Equal Opportunities

At ARE Ltd, we recognise the value of diversity and inclusivity in fostering a truly remarkable experience for all our customers. Our commitment extends beyond retail to building a workforce that reflects the wide array of perspectives and experiences found across the UK. We believe that embracing diversity in our teams enables us to provide exceptional service and innovation.

We are dedicated to ensuring all our employees are treated fairly and equitably at work, with a strong commitment to promoting equity in both physical and mental health for everyone. To achieve this, we encourage applications from individuals of disadvantaged socio-economic backgrounds, disabled persons, LGBTQ+ community members, Black, Asian, and Minority Ethnic backgrounds, and those with lived experiences of discrimination.

Accessibility and Adjustments

ARE Ltd is committed to providing reasonable adjustments throughout our recruitment process. We strive to be as accommodating as possible to ensure all candidates can participate fully. If you have specific requirements or need adjustments at any stage of the application or interview process, please do not hesitate to get in touch. In your application, feel free to indicate your preferred pronouns (for example - she/her/hers, he/him/his, they/them/theirs, etc.) to help us better address and respect your identity throughout the process.