Assistant General Manager

Job Purpose

To support the General Manager in leading the site, driving operational performance, and delivering exceptional customer service. Take full responsibility for the site in the General Manager's absence, ensuring the team is motivated and aligned with business goals.

Key Result Area / Principal Duties and Responsibilities

• Site Performance: Support the General Manager in achieving key performance metrics and deputize in their absence.
• Training & Development: Ensure all crew members receive necessary training and work with the GM in site to plan and schedule sessions, Inductions, beer schools, etc.
• Leadership: Lead shifts to ensure the crew is fully prepared for service, delivering excellent customer experiences.
• Team Development: Mentor and support junior managers, equipping them with the knowledge and skills to succeed.
• Safety Compliance: Conduct safety checks and audits to maintain high standards of safety in the venue.
• Strategic Planning: Collaborate with the General Manager to devise strategies for improving site performance across all metrics, including P&L.
• Customer Focus: Champion customer service excellence by constantly improving service delivery.
• Operational Management: Manage stock levels, staffing, and other operational aspects to ensure smooth site functioning.
• Oversee the hiring process and manage the Applicant Tracking System (ATS) for recruitment.
• Manage employee schedules and attendance using the time and attendance systems.
• Working with the GM to create and implement SOPs
• Administer handovers and ensure proper procedures are followed in the event of an incident, employee relations issue, or guest complaint.

Minimum Age Requirement

Applicants must be at least 21 years of age due to the sale, service, and handling of alcoholic beverages in accordance with state and company policy.

Experience

• Extensive experience in a senior management role within a hospitality or retail environment, with a proven track record of delivering strong business performance.
• Substantial experience in managing high-performance teams, including training, development, and performance management of junior managers and crew members.
• Significant experience in managing site operations, including overseeing health and safety processes, stock management, and ensuring legal compliance with licensing regulations.
• Experience in working closely with senior leadership on financial management, including P&L management, budget control, and identifying areas for financial improvement.
• Desirable: Experience in deputising for senior management, having full responsibility for the business in the absence of the General Manager.

Knowledge

• Advanced knowledge of business performance metrics, including P&L management and operational KPIs, as well as legal requirements within the hospitality industry, such as licensing laws and health and safety standards.
• Detailed understanding of site performance management, including stock control, crew training, and service improvements. Must also have in-depth knowledge of scheduling, crew development, and service excellence aligned with BrewDog’s standards.
• Understanding of daily site operations, health and safety protocols, and stock management, along with knowledge of key performance metrics used to assess site performance.
• Awareness of market trends and regulatory changes that may impact business operations. Must also be aware of local licensing regulations and how they affect day-to-day operations.

Skills

• Highly developed strategic leadership skills to manage the team, align performance with business goals, and deputise for the General Manager effectively.
• Highly developed communication skills to liaise with internal teams and external stakeholders, including suppliers and local authorities, ensuring smooth operations and compliance.
• Developed financial management skills to monitor and support site performance across P&L, budget control, and other key metrics.
• Developed problem-solving skills to identify areas for operational improvement and implement solutions that enhance both customer service and operational efficiency.

Personal Attributes

• Strategic Thinker: Capable of seeing the bigger picture, driving long-term business performance while maintaining day-to-day operational excellence.
• Inspirational Leader: Demonstrates strong leadership qualities that inspire others to excel.
• Accountable: Takes ownership of the site’s performance, actively seeking ways to improve efficiency, profitability, and customer satisfaction.
• Excellent Communicator: Communicates clearly and effectively with all levels of the team, ensuring that everyone is aligned with business objectives.
• Resilient: Thrives in a dynamic and challenging environment, handling pressure with composure and maintaining high standards at all times.
• Growth-Minded: Continuously seeks out learning opportunities for personal and team development, fostering a culture of growth and improvement.