Hospitality Team Manager – Torbay/Exeter Cluster

Overview

In this role you will lead on the shop floor, setting pace and standards while inspiring a multiskilled cafe team. You will drive standout service and strong commercial results in a fast-moving retail environment. You’ll own standards, safety, availability and operational excellence, and coach your team to grow and perform under pressure. This is a hands-on leadership position focused on delivering excellent customer experiences and measurable results. You’ll work closely with cross-functional teams to implement new experiences and digital tools that enhance the customer journey.

Responsibilities

• Lead and motivate a fast-paced cafe team on the shop floor
• Set and maintain high standards of service, safety, and operational excellence
• Drive strong commercial results through pace, insight, and leadership
• Coach, develop and performance-manage team members with clarity and empathy
• Hold constructive conversations to address performance or service issues
• Embrace digital tools and new ways of working to improve customer experience
• Model inclusive behavior and customer-focused service

Key requirements

• Proven experience leading teams in a fast-paced retail or customer-focused environment
• Strong commercial awareness with ability to use data and insight to drive results
• Coaching and performance-management capabilities
• Confidence in difficult conversations
• Resilient and adaptable with energy to lead through change
• Digital confidence and openness to new ways of working
• Role model for service, inclusion and company behaviours

• people-first leadership
• empathy
• effective communication
• data-driven decision making
• using insights to drive results
• digital tools adoption

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