Teahouse Assistant Manager

TN United Kingdom; Richmond; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in Richmond is seeking a Teahouse Assistant Manager to support the Teahouse Manager. The role involves managing a motivated team, ensuring high customer service standards, and overseeing daily operations. Ideal candidates will have strong leadership skills and a commitment to quality service.

Qualifications

• Experience in managing a customer-focused team.
• Ability to handle customer inquiries and complaints.

Responsibilities

• Support the Teahouse Manager in delivering quality service.
• Coordinate with kitchen staff on daily operations and quality control.
• Monitor department sales and service results.

Skills

Customer Service

Leadership

Teamwork

Communication

Event Management

Job description

Petersham Nurseries Richmond is seeking to employ a Teahouse Assistant Manager.

Position Purpose

To support the Teahouse Manager by delivering quality service through developing and managing a well-trained, motivated, customer-focused team. Responsibilities include planning, organising, and communicating across departments to meet service, sales, and safety targets as required by the company.

Principal Accountabilities

Core Skills:

• Lead by example to ensure the highest levels of customer service.
• Establish and maintain excellent long-term customer relationships.
• Handle customer requests, inquiries, complaints, and communicate effectively.
• Manage events and functions in cooperation with the Events Team.
• Address customer feedback promptly to promote and enhance the Teahouse's reputation.

Leadership & Teamwork:

• Be accountable for the team, especially during service and onboarding of new staff.
• Participate in weekly manager meetings.
• Mentor, appraise, and review team members annually, creating development plans.
• Undertake training to be an effective mentor and role model.
• Foster a positive leadership culture, maintaining motivation and morale.
• Ensure comprehensive training and induction for all staff.
• Conduct motivating pre-shift briefings to enhance product knowledge and service quality.
• Coordinate with the Teahouse Manager to schedule staff leave appropriately.

Quality & Detail:

• Coordinate with kitchen staff on daily operations, food safety, and quality control.
• Ensure adherence to operating standards to maximize service and profitability.
• Maintain extensive knowledge of all food and drinks, including wines, and assist in creating tasting notes and quizzes.
• Oversee completion of daily/weekly cleaning rotas.

Budgeting, Planning & Sales:

• Monitor department sales and service results, taking action to improve performance.
• Ensure budgets are met and profits maximized.
• Control payroll costs, aligning with trade levels.
• Maximize gross profit by minimizing wastage and shrinkage.
• Encourage employees to exceed sales targets.

Process & Policy:

• Ensure all SOP standards are understood and followed.
• Properly execute all systems, POS procedures, and departmental policies.
• Complete daily cashing-up procedures to company standards.
• Manage stock, cash, and credit card payments in line with policies.
• Compile weekly staff rotas to optimise service levels and employee scheduling.
• Perform additional duties as required.
• Maintain flexibility and teamwork to ensure operational efficiency and profitability.
• Assist with staff selection and recruitment.
• Support employee relations following company policies.

Other

• Flexibility to work weekends, bank holidays, and evenings.
• Contribute to the ongoing growth and success of the business.