Description The restaurants & QSR Manager leads all day-to-day operations of a retail trade venue, driving exceptional guest experiences, tight control of commercial performance, and the development of a highly engaged, service led team. You will: · Deliver a brilliantly executed guest experience through fast, safe, friendly service and consistent product quality. · Champion commercial success by maximising stock yield, managing cellar and product controls, and driving sales through product mix, upselling, and activation. · Use insight (P&L, SPH, stock results, yield reports, NPS, team data, guest volumes) to make informed decisions that elevate performance. · Be highly visible on the floor, leading standards, coaching in real time, and interacting with guests to create memorable moments. Key Responsibilities Guest Experience & Service Leadership
Own the full guest experience within the Restaurant or QSR venue, ensuring speed, quality and friendliness of service during all trade patterns.
Actively manage guest flow to reduce queue times and maintain a lively, well organised environment.
Ensure consistency of product delivery across all categories
Use NPS trends and guest comments to improve service points, product mix, and bar layout where possible.
Be highly visible during peak trading to support, coach, and solve issues in real time.
Commercial, Stock & Business Performance
Full accountability for stock results, including:
stock yield performance
line checks
waste reduction
stock rotation & product care
cash variances
Use stock reports to identify patterns, risks or opportunities and implement action plans to improve yields and reduce loss.
Contribute ideas to increase sales: premiumisation, product placement, seasonal activation, and upsell training.
Working with the productivity team, support in the delivery of labour plans aligned to forecasted demand, improving productivity without compromising service.
Complete rotas in SAM 3 weeks ahead and ensure accuracy in payroll closing.
Drive the profitability of the venue through margins, SPH, ATV, and effective promotions.
Team Leadership, Culture & Development
Create clear, measurable objectives for Assistant Managers that drive performance in revenue generation, queue management, profit protection, compliance, Guest experience, and team experience.
Lead and develop a positive, high-performing team through coaching, recognition, and hands-on guidance.
Ensure all team members are fully trained in product knowledge, pouring standards, cellar safety and responsible alcohol retailing (Challenge 25, refusals, licensing obligations).
Conduct meaningful 1:1s, PDPs, performance reviews and use real time feedback to support development.
Role-model Butlin’s Values and Leadership Behaviours at all times.
Build a multiskilled team capable of flexing across the resort to meet guest volume and business need.
Actively improve team retention through recognition, support, development opportunities and open communication.
Operational Excellence, Safety & Compliance
Ensure complete compliance with licensing legislation, including Challenge policies, refusals logs, trading hours and responsible retailing.
Oversee cellar management to guarantee safety, product quality, proper changeover, gas system handling and hygiene.
Maintain full audit readiness across:
bar cleanliness and organisation
food safety
H&S and COSHH
security, cash handling and stock holding
brand standards
Lead venue opening/closing routines and complete daily operational checks.
Escalate risks appropriately and own corrective actions.
Cross Resort Collaboration & Leadership
Build strong relationships with leadership teams and peers across all resorts to share ideas and improve performance.
Support other venues and departments when operational needs shift
Championing Butlin’s Team member plus modelling optimisation labour alongside other resort leaders. Skills, Knowledge & Expertise
· Demonstrable leadership experience within a high volume hospitality environment.
· Strong understanding of F&B, stock controls and food quality standards
· Proven commercial acumen with experience delivering stock yield targets and improving financial performance.
· Experience working with multiskilled teams in fast paced, high volume operations.
· Strong coaching ability, able to upskill teams in service, product knowledge, and operational excellence.
· Skilled in rota planning, forecasting and managing labour to demand.
· Confident communicator who can influence, motivate, and adapt quickly to changing needs.
· Strong problem solver with the ability to stay calm and lead during pressured trading periods.
· Demonstratable experience of leading teams to success, this includes proficiency in:
o Managing performance.
o Coaching team.
o Delivering team training.
o Setting standards and role modelling this behaviour.
o Problem solving
o Providing feedback.
o Communicate business goals and objectives and support team to achieve these targets.
Able to manage multiple priorities and can adapt quickly to changing requirements. KPI
· Guest NPS (overall, speed of service, quality of serve)
· RPRPRT – Right People, Right Place, Right Time
· Audit & compliance results (H&S, Licensing, Food Safety, Cellar Management, Cash & Stock Controls) About Butlin'sDid you know Billy Butlin was the first person to introduce dodgems to the UK? That's right, 'fun' is in our DNA, and we've been delighting guests for almost 90 years. Ask any of our team, past and present, and one of the best things they'll say about working at Butlin's is our culture.
As The Home of Entertainment, we pull out all the stops to provide our guests with an 'Altogether More Entertaining and Fun Break', from all-action family holidays to adult-only Big Weekenders, brought to life through our three mighty values. So, if you're looking for a role where you can Create Smiles, where you aren't afraid to Get Stuck In and where the team genuinely Care For Each Other, we think you'll fit right in!
