Duty Manager

Duty Manager – Contract Catering (Visitor Attraction)

Location: Tower of London

Reporting To: General Manager

Job Type: Full-time / Permanent (including weekends, holidays, and peak visitor periods)

Job Purpose

The Duty Manager is responsible for the day-to-day operation of catering services within a busy visitor attraction. This role ensures excellent customer service, efficient service delivery, food safety compliance, and effective team supervision during operational shifts. The Duty Manager will lead front-of-house teams, support kitchen operations, and ensure all catering outlets meet company standards and contractual requirements.

Key Responsibilities

Operational Management

• Oversee the daily running of catering outlets including cafés, kiosks, mobile outlets or hospitality areas.
• Ensure smooth service during peak visitor periods and events.
• Open and close catering operations according to company procedures.
• Monitor service standards, presentation, and cleanliness across all catering areas.

Team Leadership

• Supervise and support catering staff during shifts.
• Allocate duties and manage staff deployment to meet customer demand.
• Provide coaching, guidance, and on-the-job training to team members.
• Assist with staff briefings and ensure teams are informed about daily visitor numbers, promotions, and operational updates.

Customer Experience

• Deliver exceptional customer service to visitors.
• Handle customer queries, complaints, and feedback professionally.
• Maintain a welcoming environment that enhances the visitor experience.

Financial & Stock Control

• Monitor daily sales and assist with cash handling procedures.
• Support stock ordering, deliveries, and stock rotation.
• Minimise wastage and support cost control targets.

Compliance & Safety

• Ensure full compliance with food safety, allergen management, and health & safety regulations.
• Maintain cleanliness and hygiene standards in line with company policies and legal requirements.
• Ensure all team members follow safe working practices.

Visitor Attraction Environment

• Work collaboratively with the attraction’s operations team to support visitor flow and special events.
• Adapt catering operations to meet seasonal demand and visitor trends.
• Represent the catering brand positively within the attraction.

Essential Skills & Experience

• Experience in a supervisory or duty manager role within hospitality or catering.
• Strong customer service skills in a high-volume environment.
• Ability to lead and motivate a team during busy service periods.
• Good understanding of food safety and hygiene standards.
• Excellent communication and organisational skills.

Desirable Skills & Experience

• Experience in contract catering or visitor attraction catering.
• Knowledge of EPOS systems and cash handling procedures.
• Food Safety Level 2 or Level 3 qualification.

Personal Attributes

• Positive and proactive attitude.
• Strong leadership and problem-solving skills.
• Ability to remain calm under pressure.
• Flexible and adaptable to changing visitor demands.
• Passion for hospitality and delivering memorable guest experiences.

Working Hours

• Flexible shift patterns including weekends, evenings, bank holidays, and peak tourist seasons.

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