F&B Duty Manager

The Johnstown Estate; Enfield; On-site; EUR 42,000 - 56,000; Full time

Job summary

The Johnstown Estate is seeking an experienced Food & Beverage supervisor to lead daily operations across all outlets, ensuring luxury service and adherence to SOPs. You will manage staff, coordinate with kitchen and front-of-house, and drive guest satisfaction through proactive service.

You will oversee staffing, training and performance, while maintaining strict cost controls, safety standards and accurate cash handling.

Qualifications

• Experience leading food & beverage teams in a hospitality setting.
• Proven ability to deliver high guest service standards.
• Strong communication across departments and teams.
• Proven ability to manage workloads and develop staff.
• Experience with cash handling, billing and cost control.

Responsibilities

• Oversee daily F&B operations to ensure luxury standards and SOP compliance.
• Lead, supervise and develop the F&B team across all shifts.
• Coordinate with kitchen, reception, events and housekeeping to ensure seamless guest experiences.
• Manage staffing, scheduling, and labour costs; monitor performance and provide feedback.
• Ensure accurate billing, cash handling and end-of-shift reports.
• Uphold HACCP, safety and licensing compliance and incident reporting.

Skills

Leadership

Customer service

Communication

Organisational skills

Team development

Problem solving

Tools

POS systems

Hotel operating systems

Job description

At The Johnstown Estate, we do warm, authentic welcomes particularly well, and constantly strive to deliver a polished service, guest comfort and excellence in everything we do. Our values of Passion, Customer Focus, Teamwork and Integrity are always forefront in our minds as we passionately care about our guest experience and are committed to being the best in all we do. We are also committed to training and developing our team members and ensuring their journey with us inspires them each day.

Responsibilities of the role

Food & Beverage Operations

• Oversee the daily operations of the hotel's food and beverage outlets, ensuring all areas are fully prepared and operating efficiently.
• Ensure the consistent delivery of high-quality food and beverage service in line with the hotel's luxury standards and standard operating procedures.
• Conduct regular operational checks to ensure cleanliness, presentation, ambience and service readiness across all outlets.
• Monitor service standards throughout breakfast, lunch, dinner, bar service, banqueting and other food and beverage operations.
• Ensure appropriate staffing levels and effective deployment of team members in line with business levels and guest requirements.
• Communicate effectively with the kitchen, reception, events, housekeeping and other departments to ensure a seamless guest experience.
• Assist with opening and closing procedures, cash handling, reconciliations and completion of relevant operational reports.
• Ensure all equipment, facilities and service areas are maintained to the required standard, reporting maintenance issues promptly.

Guest Experience & Service Excellence

• Lead by example in delivering warm, professional and personalised service to all guests.
• Ensure guest expectations are anticipated and exceeded wherever possible.
• Handle guest feedback, complaints and service recovery promptly, professionally and in accordance with hotel procedures.
• Follow up on guest concerns to ensure satisfactory resolution and maintain guest confidence.
• Encourage a strong guest-focused culture, ensuring team members understand the importance of hospitality, attention to detail and personal presentation.
• Monitor guest feedback, online reviews and satisfaction trends, identifying opportunities to improve service delivery.
• Build positive relationships with returning guests, corporate clients, wedding parties and other hotel visitors.

Team Leadership & Development

• Supervise, support and motivate food and beverage team members throughout each shift.
• Conduct pre-service briefings, communicating reservations, special requests, VIP arrivals, events, promotions and operational priorities.
• Allocate duties fairly and effectively, ensuring team members understand their responsibilities and service expectations.
• Support the onboarding, induction and ongoing training of new and existing team members.
• Monitor individual and team performance, providing constructive feedback and escalating performance concerns where appropriate.
• Promote teamwork, accountability, professionalism and positive communication across the department.
• Ensure team members comply with uniform, grooming, attendance and conduct standards.
• Support the Food & Beverage Manager with staff scheduling, annual leave planning and the effective management of labour costs.
• Recognise good performance and contribute to team engagement, development and retention initiatives.

Financial & Commercial Performance

• Support the achievement of departmental revenue, profitability and cost-control targets.
• Monitor labour deployment in line with occupancy, reservations, events and forecasted business levels.
• Ensure accurate billing, payment processing, cash handling and end-of-shift reconciliations.
• Monitor stock usage, portion control, wastage and breakages, reporting discrepancies to the relevant manager.
• Support effective stock control, stocktaking and ordering procedures.
• Encourage responsible upselling of food, beverages, wine, cocktails and other relevant hotel services.
• Maximise revenue opportunities while maintaining the quality of the guest experience.
• Report any unusual financial discrepancies, voids, discounts or complimentary items in accordance with hotel procedures.
• Health, Safety & Compliance
• Ensure compliance with all relevant food safety, hygiene, health and safety, fire safety and licensing requirements.
• Ensure HACCP procedures, temperature checks, cleaning schedules and relevant food safety records are completed correctly.
• Monitor responsible alcohol service and ensure team members follow the hotel's alcohol service policies.
• Ensure the safe use, storage and handling of equipment, chemicals and food products.
• Report accidents, incidents, hazards and near misses promptly and complete the relevant documentation.
• Ensure team members complete mandatory compliance training within the required timeframes.
• Maintain awareness of relevant employment policies and ensure departmental procedures are followed.
• Support internal audits, inspections and other compliance initiatives as required.

Duty Management & Hotel Operations

• Act as the Manager on Duty when rostered, providing operational support and maintaining a visible management presence throughout the hotel.
• Liaise with the relevant departments to address operational issues and ensure continuity of service.
• Respond to guest concerns, incidents and emergencies in accordance with hotel procedures.
• Complete handover notes and communicate all significant operational matters to the incoming Duty Manager and senior management.
• Monitor hotel activity, occupancy, group movements, conferences, weddings and special events to anticipate operational requirements.
• Ensure incidents, maintenance concerns and unresolved guest issues are documented and escalated appropriately.
• Support the implementation of hotel policies, service standards and operational initiatives.
• Undertake any additional reasonable duties required to support the smooth running of the hotel.

Requirements for the role

• Previous supervisory or management experience within a food and beverage operation, preferably in a four-star hotel or luxury hospitality environment.
• Strong knowledge of food and beverage service standards, restaurant and bar operations, and guest service excellence.
• Proven ability to lead, motivate and develop a team.
• Excellent communication, interpersonal and organisational skills.
• Strong customer service skills, with the ability to handle guest complaints and resolve issues professionally.
• Knowledge of HACCP, food safety, health and safety, and relevant licensing regulations.
• Experience with cash handling, billing procedures, stock control and cost management.
• Commercial awareness, including upselling techniques and maximising revenue opportunities.
• Ability to work effectively under pressure in a fast-paced environment.
• Excellent attention to detail and a commitment to maintaining high standards of service and presentation.
• Proficiency in using POS systems and hotel operating systems.
• A flexible approach to working hours, including evenings, weekends and bank holidays.
• A professional, hands-on approach with a genuine passion for delivering exceptional guest experiences.