General Manager
: Job Details :

DIRECT REPORTS: Assistant Manager, Head Barista, Supervisors, Lead Chef

WORKING HOURS: As needed to fulfill the responsibilities of the role, but normally no more than 45 hours per week.

ROLE OVERVIEW:

As we prepare to relaunch our Portswood site with the UK's first speciality coffee roaster and craft brewery on site, we are looking to strengthen our general manager team.

Mettricks has been bringing Better Tea and Coffee, Fresh Tasty Food from brunch and cakes to Southampton since 2013, and now has four sites and a coffee roastery in our home city.

A key objective for this role is to implement and consistently set standards for robust, efficient procedures and processes that define and measure best practice. By effectively implementing these, ensure our small business operates sustainably and safely, giving us room to continue to grow. As a key member of the Mettricks management team, your input will be pivotal in shaping the development of The Mettricks Way, by which we will set the foundations for our business.

Your ability to blend the talents, motivation, and commitment of our team will create a great place to work and deliver service and standards that exceed our customers' expectations every day, whether it be the tea and coffee they drink, the high-quality, locally sourced food we serve, or the interaction of our team with customers.

The role would be best suited to an individual who is able to demonstrate:

• The hunger and ability to contribute to the ongoing development of a new concept and to constructively challenge and engage in appropriate, robust discussions for the benefit of the business.
• A relentless drive to improve the way we do business.
• Clear prioritization skills – able to deal with complexity and ambiguity and cut through to make good decisions and recommendations.
• Strong and inspiring people leadership - can get the best out of others whilst maintaining focus.
• Ideally has experience in a complementary hospitality environment with management experience.
• A passion for customer service and quality food and drink, with a keen eye for detail.
• A record of building strong, meaningful relationships with great communication skills.
• An engaging personality.
• A positive and willing attitude to complete a varied workload.
• High levels of self-motivation with a hunger for learning.
• A good understanding of the importance of health and safety and hygiene.

As a small business, there are lots of opportunities to contribute, get stuck in, and learn skills – and feel like you have made a real difference at the end of the day.

Key Performance Indicators:

• Site Turnover
• Average Transaction Value (ATV)
• Cost of Goods and staffing costs (%) and site gross profit (%)
• Service and Quality Spot Checks/audits
• Customer Feedback
• Staff Development and Discipline

OPERATIONAL/ DAY TO DAY MANAGEMENT:

As store manager, you are responsible for all day-to-day aspects of store operation. This includes, but is not limited to:

• Maintaining a clean and safe environment for our customers and team.
• Managing store maintenance, covering equipment and cleaning schedules.
• Responsibility for stock control, making key decisions over stock control to balance reduced wastage with availability.
• Maintaining and building new supplier relationships.

PEOPLE MANAGEMENT:

As store manager, you are responsible for all staff management responsibilities in store. This includes, but is not limited to:

• Managing and motivating a team to create the best coffee house experience in the South.
• Ensuring team members conduct themselves in accordance with our values and principles – role model these behaviours.
• Taking a key role in the short, medium, and long-term management of our talent – recruitment, development, feedback, and discipline/grievance.
• Coordinating weekly rota, holidays, and ensuring hours are submitted for pay.

FINANCIAL MANAGEMENT:

• Ultimate responsibility for the financial performance of the store = profit and loss.
• Responsible for store level reporting, including weekly and monthly budgets for sales, wages, and outgoings.
• Responsible for invoice trackers and VAT input.
• Analysis of sales, wastage, wages.
• Forecasting future sales volumes to best prepare rotas to control costs and maximise sales.
• Analysing and interpreting trends to facilitate planning.

STRATEGIC MANAGEMENT:

• Develop proposals for future development and evolution of our business - menus, marketing, events, rotas to improve sales, profitability, and wage costs.
• Take a short and long-term approach to planning.

COMMUNICATION MANAGEMENT:

• Proactively communicating and developing a comms plan to ensure key stakeholders get clear, timely information.
• Develop regular updates on key projects and work streams.
• Create a culture of open communication with the team, updating colleagues on business performance, new initiatives, and other pertinent issues.

MARKETING MANAGEMENT:

• Supporting store level marketing, including social media.
• Supporting the development of a clear in-store story for Mettricks – family, local, and quality.
• Develop a promotional and events calendar to drive sales and brand awareness.

CUSTOMER MANAGEMENT:

• Responsible for fostering a strong customer-centric culture and a clear commitment to Mettricks hospitality.
• Building loyalty and a growing base of regular customers/ Mettricks champions.

METTRICKS VALUES AND PRINCIPLES:

CULTURE EATS STRATEGY FOR BREAKFAST

Speak up courageously - HONEST & OPEN:

• We openly and constructively share and talk about our concerns, ideas & Mettricks values.
• We don't gossip – we talk upfront with goodwill and honest intentions.
• We commit to working with the best of intentions, aim to communicate with clarity and support each other to avoid ambiguity.
• We think before we speak. What is our intention? How do we best help ensure the right thing happens?

Listen & Learn - CONTINUOUS IMPROVEMENT:

• Our business is built on “doing better”, through continuous learning & improvement.
• We are at our best when we're constantly searching for ways to do better.
• Listen to each other with respect and an eagerness to understand; we share openly, listen without prejudice, and learn from our mistakes.

See something, do something - don't just stand by - ENGAGED & PROACTIVE:

• Be accountable & take ownership of your actions & for our environment.
• We treat others & our space with care, integrity – just as you want to be treated.
• We win together & lose together, as a team.

- But, Fast is better than slow - we get stuff done.

- Perfect is the enemy of good.

Do things right, even when nobody is looking - QUALITY & PRIDE:

• We take pride in a quality job – even when nobody is looking.
• We work smart, but we don't cut corners. Efficient but not lazy.
• We always and reliably try to do the right thing.

Make their day - HOSPITALITY & OPTIMISM:

• We are in the business of small moments that make others' day – whether that's our customers or colleagues.
• It's our power to create small moments every day, from the warmest welcomes, always being present, the biggest smiles in Southampton, and going the extra mile to make everybody feel welcome & appreciated.
• We act with compassion when life happens – but try to be our best selves at work always.

Be Yourself, But Be Your Best Self - AUTHENTIC:

• We like personality at Mettricks. But, we are also united in our mission to create memorable hospitality moments and tasty food and drink. That means putting on a show for our customers, even on the days we have to choose to.

Job Type: Full-time

Pay: From £28,000.00 per year

Additional pay:

• Performance bonus

Benefits:

• Company events
• Company pension
• Discounted or free food
• Employee discount
• Store discount

Experience:

• Supervising experience: 1 year (preferred)
• Hospitality: 1 year (preferred)
• Customer service: 1 year (preferred)
• Management: 1 year (preferred)

Work Location: In person