Job Title: Food and Beverage Supervisor

Division: Gateway North America

Department: Food and Beverage Reports to: Retail Manager

Exemption Status: Non-Exempt

Job Summary:

The Food and Beverage (F&B) Supervisor is responsible for delivering world-class customer service in our attraction Café and/or Bar. The Supervisor ensures all team members are fully trained to all company standards including guest experience, cleanliness, food preparation and safety, and financial controls. The Supervisor will develop effective 
schedules, control inventory, maintain proper stock levels and visual appeal of assigned locations.

This role also includes manager-on-duty shifts on the floor of the attraction overseeing the daily operation of all 
departments.

Key Responsibilities:

• Manage operation of counter service café or bar which includes food preparation of hot options such as 
burgers and pizza, Starbucks® coffee service, plus other snacks, ice cream and cold beverages. 
• Liaise with F&B suppliers, ordering food and beverage items while controlling wastage to budget. 
• Complete all stock control and inventory processes. 
• Plan, organize and maintain standards within your F&B unit or area. 
• Complete weekly standards audits.
• Ensure effective utilization of cost and order management systems. 
• Ensure all cleaning and hygiene standards are met or exceeded, including record keeping. 
• Ensure all temperature checks logs are maintained and recorded. 
• Ensure Merlin Food Safety Standards are met or exceeded, including allergens and audits. 
• Ensure spend per head targets are met or exceeded.
• Actively drive sales to achieve targeted KPIs. 
• Ensure all staff’s Food Handling local area qualifications are met and maintained. 
• Ensure all local food licenses are always maintained.
• Initiate and organize all host training and evaluation and maintain adequate records.
• Ensure the highest levels of safety and compliance by all retail and food & beverage staff. 
• Ensure that team members are empowered to deliver outstanding customer service including guest 
recovery as needed.
• Lead and motivate staff to be “guest obsessed” and provide exemplary customer service.
• Develop and manage Host schedules. 
• Forecast the staffing needs of the business during trading periods. 
• Develop team members through team building, praise, coaching, training, and discipline, according to 
company and department standards.
• Develop and execute programs to engage staff and improve performance with incentives and recognition.
• Efficiently respond to issues throughout the day by communicating between relevant departments.
• Manage queues and guest flow within the busiest areas of the attraction in the safest and most optimal 
way.
• The above list is not exclusive or exhaustive and may require undertaking such tasks as may reasonably be 
expected within the scope and grading of the role.
• Perform other duties as assigned. 

Education and Experience:

High school diploma or equivalent. Bachelor’s degree preferred. Two years of related experience in the food or 
beverage (i.e. restaurant, café) industry. A career-oriented individual with a background in leading teams in the 
hospitality or attractions industry. A guest-first mindset with excellent verbal and written communication skills. The 
ability to work well within a collaborative team atmosphere. Flexibility and adaptability, especially in creating and/or 
implementing new operational procedures or new systems and positively influencing team members within an 
innovative, fast-paced environment. Knowledge of point-of-sale automated systems and inventory/sales auditing is 
required.

Licenses and Certifications

• Ability to obtain related licensures or certification as may be required to perform the essential function of the 
position or as required by law. 
• Must have valid food safety certificate(s) or if not applicable at the time of offer must be able to complete 
the course(s) and pass to obtain certification(s) within 30 days of employment.
Travel Requirements: 
• May occasionally require local travel.

Health & Safety:

Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with 
the Merlin Entertainments Group Health, Safety and Security Policy and the law. Must ensure they follow safe 
working procedures for all work activities they undertake, and they must not use any tools or equipment for which 
they have not been trained. Where incidents do occur, must ensure they are reported to their line manager and 
cooperate with any investigation as appropriate in accordance with applicable laws.
Managers/supervisors are responsible for all aspects of Health, Safety & Security within their team, in line with the 
Merlin Entertainments Group Health, Safety and Security Policy. They must ensure that risk assessments have been 
carried out, that safe working procedures are in place for all work activities and that all employees in their teams 
are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe 
working practices are monitored, and that risk assessments and procedures are reviewed regularly. Where incidents 
do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is
taken to ensure that such incidents are not repeated. 

Working Conditions:

• Perform other duties as assigned.
• Attendance is a mandatory function of this job. 
• To support site operations, must be willing to work flexible hours, including morning, evenings, holidays,
and weekends. 
Physical Demands:
• Ability to hear, listen, and to communicate with others. 
• Ability to sit and stand for long periods of time.
• Ability to use basic computer tools. 
• Wear all necessary personal protective equipment to perform job functions. 
• Move throughout all areas of the attraction with or without reasonable accommodation.
• Stand, sit, and/or walk continuously with or without a reasonable accommodation and perform job 
function for the full shift with meal break.
• Bend, stoop kneel, reach twist, lift, push, pull, climb, balance, and/or crouch to accomplish daily activities.
• Grasp, turn and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye 
coordination. 
• May be exposed to a loud work environment.
Environmental Factors
• Depending on location, work may be performed inside or outside with varying temperatures and floor 
surfaces.
• Exposure to varying temperatures, extreme heat or cold and/or wet, damp, or drafty conditions. 
• Exposure to constant or intermittent sounds of a pitch level sufficient to cause marked distractions.
• Exposure to shaking objects and equipment.
• Exposure to varying light levels while transitioning in and out of the attraction at various times of the 
workday. 

Lifting Requirements

• May be required to lift or carry items weighing up to 70 pounds with or without reasonable 
accommodation. 

Additional Non – Technical Competencies:

Be adaptable – adapting approach and demeanor in real time to march the shifting demand of different situation.
Collaborate – Building partnerships and working collaboratively with others to meet shared objectives.
Communicate Effectively – Developing and delivery communications that convey a clear understanding of the 
unique needs of different audiences.
Ensure Accountability – Holding self and other accountable to meet commitments.

Core Behaviors
Merlin people create joyful experiences that unite and inspire people from every walk of life. Our ambition is to be the best place in the work to work and visit. We do this by working together with shared values and demonstrating 
values-based competencies.

We Care We go above and beyond for our guests and our people – no gesture is too thoughtful. We are uncompromising about safety, security, and welfare, setting the highest standards. We work hard to have a positive impact, both on the planet and in our local communities.

Own Your Craft We constantly sharpen our skills and help others to grow in their roles. We listen closely to others, learning from feedback. We take inspiration from our industry and world, to stay at the forefront of entertainment. 

Drive and Discover
We give our best every day, owning our work and seeing it through until it’s done brilliantly. We focus on the things that make the biggest difference: do less but do it better. We explore untapped opportunities to delight more guests in more ways, embracing calculated risks.

Go Together We work on our relationships daily, building teamwork and trust. We collaborate with people from other teams and sites around the globe, to solve problems together and draw on diverse perspectives. We commit to our decisions and move at speed to make progress happen.

Enjoy the Ride We bring fun and optimism to our work – because happiness helps us be at our best. We support each other through challenges and turn missteps into opportunities to learn. We cultivate a warm, welcoming environment where people feel a strong sense of belonging.

Disclaimer Statement
I confirm that I have read, understand and am able to perform the essential job functions of the job with or 
without reasonable accommodation.