Retail Operations Supervisor

Baxterstorey are looking for a Hospitality Assistant to join the team at the Visa Europe.

As a Hospitality Assistant, you will be responsible for providing service excellence to our guests and clients throughout the day and at events.

As a Hospitality Assistant you will receive the following industry leading benefits:

• Enrolment into the Baxterstorey pension scheme
• Up to 21days annual leave
• Access to everyday discounts and communication portal
• Employee assistance programme
• Lunch provided
• Cycle to work scheme
• Your birthday off to celebrate in style
• A day off to volunteer / give back to the charity of your choice

Job Description:
Operational Retail Supervisor

Department: Catering / Retail
Reports To: Account Manager / Deputy General Manager / Retail Manager
Location: Visa Paddington
Job Type: Full-time

Job Summary

The Operational Retail Supervisor plays a key role in the day-to-day delivery of the retail and hospitality operation, with a primary focus on supporting and supervising the Coffee Bar and restaurant.

This is a highly visible, hands‑on role responsible for ensuring consistently high standards of customer service, product quality, presentation, cleanliness and operational efficiency. The Operational Retail Supervisor will lead by example, supporting baristas and front‑of‑house colleagues during service while ensuring the Coffee Bar is fully prepared, appropriately staffed and operating effectively throughout the day.

Working closely with the management, kitchen and hospitality teams, the role will also support the wider operation when required, ensuring a flexible and collaborative approach across the site.

Key Responsibilities

Coffee Bar & Retail Operations

• Take day-to-day operational responsibility for the Coffee Bar, ensuring a smooth, efficient and professional service.
• Ensure the Coffee Bar is fully prepared and ready for service each day, with appropriate stock, equipment and staffing in place.
• Maintain excellent standards of coffee, beverages, food presentation and overall product quality.
• Monitor service throughout the day and respond quickly to changes in customer demand.
• Ensure counters, displays, merchandising and customer‑facing areas remain clean, attractive and fully stocked.
• Support the opening and closing of retail areas in accordance with agreed procedures.
• Ensure all equipment is used correctly and report faults or maintenance requirements promptly.
• Support initiatives to develop the Coffee Bar offer, improve the customer experience and increase customer engagement.
• Monitor product availability and minimise unnecessary product outages during service.
• Provide hands‑on supervision, coaching and support to baristas and retail team members.
• Lead by example and actively participate in service, particularly during busy periods.
• Allocate daily responsibilities and ensure team members understand operational priorities.
• Conduct team briefings and communicate relevant operational information, promotions, menu changes and business priorities.
• Support the training and development of colleagues in coffee preparation, customer service, food safety, allergen awareness and operational procedures.
• Provide constructive feedback and recognise excellent performance.
• Support management with rotas and deployment of colleagues to ensure appropriate coverage during peak trading periods.
• Encourage a positive, inclusive and collaborative team culture.

Customer Experience

• Ensure every customer receives a warm, professional and efficient service.
• Maintain a visible presence within the operation and actively engage with customers.
• Respond professionally to customer queries, feedback and complaints, resolving issues wherever possible.
• Build positive relationships with clients, employees, visitors and other key…