Experience Manager

Putters – Canary Wharf; Greater London; On-site; GBP 36,000 - 42,000; Full time

Job summary

Putters – Canary Wharf is seeking a Duty Manager to oversee the venue's bar, restaurant and Putters attraction during shifts, delivering a high-class guest experience.

You will lead on-shift operations, manage guest flow, supervise staff, and uphold safety, service standards and company procedures across all areas of the venue.

Applicants should have strong leadership, be able to handle complaints, and be flexible to work evenings and weekends in a fast-paced, high-volume environment.

Qualifications

• Experience leading multiple operational teams in a high-volume guest-facing environment.
• Experience managing guest flow and staff on shift.
• Strong focus on service standards, safety and compliance.
• Able to handle guest complaints and service recovery.
• Excellent verbal and written English required.

Responsibilities

• Leading all operational teams on shift, ensuring service standards are maintained across the bar, restaurant and Putters attraction.
• Managing guest flow and staffing levels throughout the venue.
• Acting as the senior manager on duty and primary escalation point for operational and guest-related issues.
• Managing customer complaints and service recovery.
• Supporting the safe and compliant operation of the venue.
• Delivering shift briefings and team communications.
• Completing opening and closing procedures across all operational departments.
• Deputising for the Restaurant and Bar Manager when required.
• Managing staffing levels, breaks and team deployment throughout the venue.
• Escalating operational issues to the Restaurant and Bar Manager where appropriate.
• Supporting the delivery of corporate events, private hires and group bookings.
• Monitoring standards of cleanliness, presentation and health & safety across all operational areas.

Skills

Hospitality management

Staff supervision

Customer service

Shift leadership

POS systems

Education

Personal License

Tools

POS systems

Job description

Job Title Duty Manager

Department Venue Operations

Location Canary Wharf

Role Description

Working within the Venue Operations team, you are responsible for ensuring the delivery of a high-class guest experience across the venue. You will oversee the day-to-day operation of the bar, restaurant and Putters attraction during your shift, ensuring exceptional service standards, operational efficiency, team performance and compliance with company procedures throughout the venue.

Essential Duties and Responsibilities

• Leading all operational teams on shift, ensuring service standards are maintained across the bar, restaurant and Putters attraction.
• Managing guest flow and staffing levels throughout the venue.
• Acting as the senior manager on duty and primary escalation point for operational and guest-related issues.
• Managing customer complaints and service recovery.
• Supporting the safe and compliant operation of the venue.
• Delivering shift briefings and team communications.
• Completing opening and closing procedures across all operational departments.
• Deputising for the Restaurant and Bar Manager when required.
• Managing staffing levels, breaks and team deployment throughout the venue.
• Escalating operational issues to the Restaurant and Bar Manager where appropriate.
• Supporting the delivery of corporate events, private hires and group bookings.
• Monitoring standards of cleanliness, presentation and health & safety across all operational areas.

Skills

Technical

Competence in more than one of the following technical/job specific skills:

• 3-5 years of hospitality, leisure or competitive socialising experience.
• 2 years of supervisory or management experience.
• Experience leading multiple operational teams simultaneously.
• Experience working in high-volume guest-facing environments.
• Experience managing customer complaints and service recovery.
• Experience with opening and closing procedures.
• Competent use of POS systems and operational reporting processes.

Personal

• Flexibility to work regular evenings and weekends.
• Positive, ‘Can do’ attitude, picking up any additional responsibilities to help the wider team.
• Engaging and pleasant persona to extend the customer experience.
• Strong leadership qualities.
• A keen eye for detail, never compromising on standards and keen to deliver an amazing service.
• Ability to think on your feet and adapt to the exciting changes of a growing company.
• Proactively making suggestions for improving the way we work and the service we offer.
• Ability to prioritise and make effective decisions in a fast-paced operational environment.
• Excellent verbal and written English is required for this role.

Education and Experience

• Personal License preferred.