Retail & Hospitality Manager
The Secret Truffletier – Woolmer Green, Hertfordshire
Since 1911, The Secret Truffletier has crafted exceptional Swiss chocolate with passion, heritage and precision.
This is not a standard café management role.
This is a leadership position within a destination experience business.
The Role
You will be responsible for the daily operation, team leadership and guest experience across our boutique café, shop and chocolate experiences.
You will lead a team of 9 (including weekend & seasonal staff) and ensure that every guest interaction reflects the quality, warmth and refinement of The Secret Truffletier brand.
Key Responsibilities
Guest Experience & Standards
- Lead from the front as a host and brand ambassador
- Deliver exceptional service across café, retail and experiences
- Oversee Afternoon Teas, chocolate workshops and fondue experiences
- Ensure every guest journey feels personal, indulgent and memorable
Team Leadership
- Manage, train and motivate staff
- Lead weekend operations (our busiest and most important trading period)
- Set clear expectations for service, presentation and behaviour
- Create a positive, professional and high-performing culture
Operations
- Oversee daily opening/closing procedures
- Resos management, responding to customers email & phone
- Updating Shopify with products and pricings and barcodes.
- Manage rotas, staffing levels and holiday planning
- Ensure compliance with food hygiene and safety standards
- Maintain exceptional cleanliness and organisation throughout
Commercial Performance
- Drive sales across retail, café and experiences
- Maximise bookings for workshops and Afternoon Teas
- Monitor stock levels, ordering and wastage control
- Support visual merchandising and product presentation
Brand & Environment
- Maintain a luxury boutique feel at all times
- Ensure displays, packaging and presentation meet brand standards
- Continuously look for ways to elevate the customer experience
Who We’re Looking For
This role suits someone who combines hospitality leadership with natural hosting ability.
You are:
- A confident leader who enjoys developing a team
- Highly organised with strong operational control
- Passionate about delivering premium customer experiences
- Detail-focused with high personal standards
- Calm under pressure, especially during busy weekends
- Commercially aware and motivated to grow the business
Essential Experience
- Previous management experience in café, hospitality or retail
- Strong leadership and team management skills
- Experience delivering high-quality customer service
- Weekend availability (Friday–Sunday essential)
Desirable
- Experience in premium or boutique environments
- Events, experiences or hospitality-led retail background
- Interest in chocolate, coffee or artisan food
Hours
40 hours per week
5 days out of 7 (weekends essential)
Pay: From £32,000.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
Experience:
- Hospitality management: 1 year (required)
Work Location: In person
