KEY HOLDER
JOB DESCRIPTION
ROLE:
Key Holder/ Shift Leader
REPORTING TO:
General Manager
HOURS:
Minimum 25 hours
AIM OF THE ROLE/ JOB PURPOSE
To support the management team in the day-to-day operation of the venue, ensuring exceptional guest experiences and operational standards are maintained at all times.
To act as a senior operational team member, leading shifts and supporting team development across both Front of House and Bar departments.
To be responsible for opening and closing the venue when required.
To act as shift leader during designated shifts, including covering manager holidays, absences and business requirements.
To lead by example and promote company values, standards and procedures throughout the venue.
JOB RESPONSIBILITIES
Operational Service
- Lead shifts and support daily operations across all areas of the venue.
- Open and close the venue in accordance with company procedures.
- Complete opening, closing and end-of-shift reporting requirements.
- Ensure the venue is presented to company standards at all times.
- Monitor team performance throughout shifts and provide support where required.
- Organise team breaks and role rotations in line with business demands.
- Ensure daily checklists are completed accurately.
- Monitor bookings, events and large group arrivals and communicate operational requirements to the team.
- Support the delivery of food and beverage service standards across all areas of the venue.
- Maintain excellent product knowledge and support team members in delivering exceptional guest experiences.
- Deal with guest enquiries and resolve complaints in a professional manner, escalating where necessary.
- Ensure compliance with company policies, licensing regulations, health and safety requirements and operational procedures.
- Carry out venue checks including cleanliness, safety and maintenance reporting.
- Support management with stock control processes, line checks and stock counts where required.
- Be able to work across all areas of the venue according to business needs.
Leadership & People Development
- Lead by example and maintain a positive attitude at all times.
- Support the training, induction and development of new and existing team members.
- Support team members during shifts, providing guidance to improve performance and confidence.
- Promote teamwork, professionalism and high standards of guest service.
- Communicate effectively between management and team members.
- Recognise and encourage positive performance.
- Raise any performance, conduct or welfare concerns with the management team.
Shift Management Responsibilities
- Take responsibility for the venue when acting as shift manager.
- Respond appropriately to operational issues, guest incidents and emergency situations.
- Ensure all cash handling and venue security procedures are followed.
- Complete daily reports and communicate relevant information to management team.
- Make operational decisions in the absence of management to ensure smooth venue operation.
- Act as the senior point of contact on site when required.
Brand Standards
- Promote a positive image of the company at all times.
- Ensure all team members adhere to company standards, appearance guidelines and policies.
- Ensure all areas remain clean, safe and operationally ready.
- Support the delivery of company objectives and guest experience standards.
ESSENTIAL SKILLS & EXPERIENCE
- Previous experience in a hospitality supervisory or leadership role.
- Excellent guest service skills.
- Strong communication and interpersonal skills.
- Ability to lead and motivate a team.
- Experience working in a fast-paced hospitality environment.
- Ability to remain calm under pressure and solve problems effectively.
- Strong organisational and time management skills.
- Knowledge of health and safety, licensing and food hygiene requirements.
- Flexibility to work evenings, weekends and public holidays.
DESIRABLE SKILLS
- Experience opening and closing a hospitality venue.
- Experience leading shifts independently.
- First Aid qualification.
- Experience delivering staff training and inductions.
- Knowledge of stock control procedures.
PERSONAL QUALITIES
- Positive attitude.
- Professional and approachable.
- Reliable and trustworthy.
- Self-motivated.
- Adaptable and flexible.
- Resilient under pressure.
- Passionate about guest experience and team development.
Pay: £13.71 per hour
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Flexible schedule
- On-site parking
- Store discount
Ability to commute/relocate:
- Newcastle upon Tyne NE1 5RE: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Supervising: 1 year (preferred)
Work Location: In person
