Supervisor

PizzaExpress Gatwick; Horley; On-site; GBP 17,000 - 24,000; Full time

Benefits offered by this job

Free meals on duty at site

NEST pension

28 days annual leave

Staff referral bonus

Job summary

PizzaExpress Gatwick is seeking an experienced hospitality professional to oversee shifts, coach the team, and ensure consistently high standards of service at an airport venue. You will guide staff to deliver exceptional hospitality while maintaining smooth restaurant and bar operations and achieving financial targets.

The role is hourly paid, with shifts that may start very early or finish late. A strong emphasis on health and safety, staff development, and customer satisfaction is essential

Qualifications

• Senior-level hospitality experience with leadership responsibility.
• Familiarity with airport-based hospitality setting.
• Ability to identify and address health and safety or food preparation concerns.
• Proven track record in customer satisfaction, sales, and service.

Responsibilities

• Oversee, coach, and guide the team during shifts to ensure outstanding customer service.
• Ensure adherence to health and safety, food preparation, and alcohol licensing requirements.
• Support the training and development of new and existing team members.
• Motivate the team with clear communication and provide feedback through pre- and post-shift briefs.
• Handle and escalate customer complaints as necessary.
• Address concerns or provide corrective feedback in a timely fashion.
• Assist the Duty Manager in ensuring shift responsibilities are completed effectively and handovers are smooth.
• Keep the wider management team updated on key issues arising during shifts.
• Work collaboratively with back-of-house colleagues to deliver excellent customer service.

Skills

Leadership

Hospitality

Customer service

Communication

Education

Basic Food Hygiene certificate

Job description

Overview

We are a family-run UK business operating food and beverage outlets at airports, delivering exceptional experiences to all our customers. We are looking for a committed and enthusiastic individual to join our team. People are at the heart of what we do, and our staff are central to the success of our pub.

The Role

In this role, you will work with the management team to oversee all service areas, ensuring our customers enjoy consistently high levels of service. You will guide the team to deliver exceptional hospitality while ensuring that the restaurant and bar operations run smoothly and meet financial performance targets. This is an hourly paid role, and shifts may include early morning starts (e.g., 5 a.m.) or late finishes (e.g., the last flight). There is no requirement for split or double shifts.

Main Duties

• Oversee, coach, and guide the team during shifts to ensure outstanding customer service.
• Ensure adherence to health and safety, food preparation, and alcohol licensing requirements.
• Support the training and development of new and existing team members.
• Motivate the team with clear communication and provide feedback through pre- and post-shift briefs.
• Handle and elevate customer complaints as necessary.
• Address concerns or provide corrective feedback in a timely fashion.
• Assist the Duty Manager in ensuring shift responsibilities are completed effectively and handovers are smooth.
• Keep the wider management team updated on key issues arising during shifts.
• Work collaboratively with back-of-house colleagues to deliver excellent customer service.

Requirements

We are looking for an experienced, self-motivated, and enthusiastic individual who is flexible with shift patterns and willing to undertake a variety of duties.

Preferred Criteria

Qualifications

• Basic Food Hygiene certificate (desirable but not essential).

Relevant Experience

• Senior-level hospitality experience with leadership responsibility.
• Familiarity with an airport-based hospitality setting.
• Ability to identify and address health and safety or food preparation concerns.
• Proven track record in customer satisfaction, sales, and service.

Knowledge, Skills, and Abilities

• Strong communication skills.
• Ability to build strong relationships with colleagues.
• Proven ability to manage teams and individuals in a hospitality setting.
• Highly organised, with the ability to engage and motivate others under pressure.
• Ability to manage conflicting priorities while maintaining service levels.
• Competent in handling customer complaints to satisfactory resolutions.

Personal Qualities

• Self-motivated and confident.
• Decisive and resilient.
• Calm and approachable under pressure.

Our values, Growth, Respect, Innovation, Togetherness (GRIT) are reflected in the behaviours we demand. ARE you;

• Curious,passionateand resilient
• Responsible,hard-workingand keen to help others
• Willing to show up, be positive and have FUN!

Salary & Benefits

• £15.10 per hour.
• 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.
• Obtain an Airport Landside ID Pass, which requires personal and employment references for a minimum of 12 months.

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.