Team Leader Review

I am currently a Front of House Team Leader within Greene King. My duties include serving food and drinks whilst delivering exceptional customer service, whilst motivating my team members to do the same, dealing with any complaints that may arise in a professional manner, ensuring wastage is kept to a minimum, carrying out instructions which may be given by Senior Management.

During the course of my apprenticeship programmes, I feel that I have learnt to deal with customer complaints more effectively, an important part of Team Leadership. I have also learnt more about to give effective feedback to team members, both positive and negative, which helps your team improve and develop.

I did enjoy the programme, learning more about the business side of the pub and hospitality industry, and felt that my trainers, both face to face and remotely over the phone, were very supportive. The Key Skills element of the programmes (Maths, English and ICT) were a good recap for me personally, having not studied them for a number of years.

I felt the programme was very well organised. The feedback from all of the trainers was very helpful, and I always knew what was expected of me between visits/phone calls. I did have 4 trainers during the course of the programme, however, the transition between each was very seamless, and didn't cause any issues.

The three General Managers I had whilst studying for this programme were very supportive. It was with the encouragement of the first that I started the course and, once he had left, the two latter were also very helpful, and I was able to consult with them should I need to whilst completing the programme

All of the trainers I had were all extremely supportive and helpful, both in person and over the telephone. Due to personal circumstance, there were times when I had to postpone or reschedule our meetings, but this was never an issue. The feedback I received from all of them was vey helpful in me completing the programme.

The programme was a great help in me learning more about Team Leadership and management, in terms of dealing with customer complaints, assigning the correct team member to the correct role and how best to run the business on a day to day basis, giving the best service to customers whist also trying to maximise our revenue

As it stands, the main extra-curricular activities involves the pub social networking sites, and we have an assigned a Social Media champion who deals primarily with this. We also take part in charity events, for example the annual coffee morning even for MacMillan Cancer support, and also events for other local charities.

Yes

I personally enjoy the social aspect of working for Greene King. It is a long established company, which provides several benefits to its staff, for example a company share-save scheme, pension scheme, and discounts for staff members and their family and friends. There is the opportunity to progress within the company

It is important to be prepared to work hard and to be on your feet for a long period of time, sometimes at unsociable hours. It is important to remember that working in a bar is a lot more than simply pouring drinks, and that customer service is vital at all times.