Hospitality Service Lead & Operations Coach

Heathrow Academy; 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

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.