Ballerz - Full Time Duty Manager

The Duty Manager at Ballerz is responsible for delivering exceptional service, leading teams, and driving business performance across the venue. This role combines operational excellence, people leadership, and commercial awareness to ensure that every guest has a memorable experience, the team is inspired and engaged, and the business achieves its financial and operational goals.

At Ballerz, great hospitality goes hand-in-hand with a love of sport. The Duty Manager ensures that every shift runs seamlessly, from food and drink quality to ambience, guest experience, and commercial outcomes.

Key Objectives

• Lead the venue to deliver Ballerz’s high-quality service standards across food, drinks, hospitality, and customer engagement.
• Inspire and develop teams, creating a motivated, confident, and people-focused workforce.
• Maximise revenue and profitability through operational efficiency, upselling, and full utilisation of hospitality opportunities.
• Ensure compliance with all company policies, procedures, and legal requirements, maintaining a safe, welcoming, and professional environment.

Experience & Knowledge

• Genuine passion for hospitality, sports, and creating memorable guest experiences.
• Experienced in leading shifts and teams in fast-paced, branded, or leisure-focused operations.
• Entrepreneurial mindset with strong business awareness and a drive to maximise commercial outcomes.
• Ability to combine service excellence, operational management, and people leadership.
• Confident, charismatic, and able to lead by example.

 Service-Specific Excellence

• Deliver world-class guest experiences across all areas, anticipating and exceeding customer expectations.
• Ensure consistent quality of food, drink, and service, monitoring standards throughout the shift.
• Conduct pre-shift briefings to communicate priorities, inspire staff, and set clear expectations.
• Maintain operational standards for set-up, service, and closedown, ensuring the venue is clean, organised, and presentable at all times.
• Handle guest enquiries, complaints, and requests, resolving issues efficiently and professionally.

People-Specific Leadership

• Lead, coach, and develop all floor staff, ensuring engagement, accountability, and alignment with Ballerz standards.
• Provide constructive feedback and regular performance reviews to drive growth and improvement.
• Oversee onboarding, training, and induction to ensure all team members understand brand values, safety procedures, and operational expectations.
• Foster a positive team culture, motivating staff to deliver exceptional service and create memorable guest experiences.

Business-Aware & Commercial Focus

• Drive sales and profitability by identifying and maximising operational and commercial opportunities.
• Work closely with F&B management to implement upselling strategies, promotions, and operational efficiencies.
• Monitor KPIs such as customer satisfaction, sales performance, and operational standards to inform decision-making.
• Take ownership of the venue during shifts, ensuring smooth operations and cost control across staffing, stock, and resources.

Safety & Compliance

• Ensure all areas comply with legal and company requirements, including Fire, Health & Safety, Food Hygiene, and Licensing regulations.
• Promote a safe and professional environment through training, on-the-job coaching, and active supervision.
• Attend and implement all required training to maintain operational and safety standards.

Personal Attributes

• Positive, proactive, and charismatic — able to lead and inspire teams.
• Confident, professional communicator with strong interpersonal skills.
• Customer-focused, with a passion for creating memorable guest experiences.
• Strong numeracy, planning, and organisational skills.
• Flexible to work evenings, weekends, and peak periods.
• Business-minded, with the ability to balance operational delivery, service excellence, and revenue growth.
• Passionate about sports, hospitality, and people development.