The Duty Manager supports the Bar Manager in the day-to-day operation of the front-of-house team at Pitch Middlesbrough. Pitch is a high-volume sports bar delivering exceptional customer experiences in a fast-paced and energetic environment. Combining premium drinks, live sport, and casual dining, the venue requires efficient service, strong team leadership, and consistently high standards across all customer-facing areas.

The Duty Manager plays a key operational role in delivering excellent guest experiences, maintaining service standards, and leading shifts effectively. This is a hands-on leadership role requiring a proactive and organised individual who can motivate teams, maintain operational control, and deliver outstanding hospitality at all times.

Key Responsibilities

Operational Leadership

• Lead and supervise front-of-house operations during shifts.

• Support the Bar Manager in the day-to-day running of the venue.

• Ensure all service standards are maintained and consistently delivered.

• Lead by example, demonstrating excellent customer service and professionalism.

• Ensure efficient service delivery during busy trading periods.

• Take responsibility for front-of-house operations in the absence of the Bar Manager.

Customer Experience

• Create a welcoming and enjoyable atmosphere for all guests.

• Ensure customers receive exceptional service throughout their visit.

• Handle customer enquiries, feedback, and complaints professionally and effectively.

• Monitor customer satisfaction and act promptly to resolve any issues.

• Manage reservations and customer flow where required.

Team Management

• Supervise, motivate, and support front-of-house team members.

• Assist with training and development of employees.

• Conduct shift briefings and communicate operational priorities.

• Promote a positive team culture and encourage high performance.

• Support management in maintaining staffing levels and operational efficiency.

Financial and Cash Handling

• Follow all company cash handling procedures.

• Reconcile tills accurately at the end of shifts.

• Complete end-of-day cashing up processes.

• Ensure all financial controls are adhered to and accurately maintained.

• Report any discrepancies or concerns to management promptly.

Standards, Compliance and Safety

• Maintain high standards of cleanliness and presentation throughout the venue.

• Ensure compliance with company policies, licensing laws, and food safety requirements.

• Support health and safety compliance and promote safe working practices.

• Ensure all customer-facing areas are maintained to company standards.

• Assist with stock security and loss prevention procedures where required.

Skills and Experience

Essential

• Previous supervisory or management experience within hospitality, bars, restaurants, or leisure venues.

• Strong leadership and communication skills.

• Experience working within fast-paced, customer-focused environments.

• Excellent customer service and problem-solving abilities.

• Good organisational and time management skills.

• Cash handling and till reconciliation experience.

• Ability to remain calm under pressure and manage busy service periods effectively.

• Flexible approach to working hours, including evenings, weekends, and bank holidays.

Desirable

• Experience within a sports bar or high-volume venue.

• Personal Licence Holder qualification.

• First Aid qualification.

• Experience training and developing team members.

Personal Attributes

• Positive and approachable attitude.

• Reliable, punctual, and professional.

• Hands-on management style.

• Strong attention to detail.

• Ability to motivate and inspire others.

• Passionate about delivering exceptional guest experiences.

• Resilient and adaptable in a fast-moving environment.

What We Offer

At Pneuma Group, we’re committed to creating a supportive, rewarding working environment where our people can thrive. Alongside a competitive salary, we offer a comprehensive benefits package designed to enhance your wellbeing, protect your future, and support life inside and outside work. Our benefits include:

• Competitive Salary

• Healthcare Cash Plan – Cashback on everyday healthcare expenses such as dental, optical, and physiotherapy.

• Tech Purchase Scheme – Spread the cost of new technology through affordable monthly payments.

• Cycle to Work Scheme – Save on bikes and cycling equipment while supporting a healthy, eco‑friendly commute.

• Income Protection – Financial support if you’re unable to work due to long‑term illness or injury.

• Critical Illness & Life Insurance – Extra peace of mind for you and your family.

• Virtual GP Service – Quick and convenient access to medical advice, whenever you need it.

• Employee Assistance Programme (EAP) – Confidential support for mental health, wellbeing, and financial concerns.

• Discounts & Cashback Platform – Savings on hundreds of retailers, essentials, and lifestyle purchases.

• Birthday Day Off – Enjoy an additional day of paid leave to celebrate your birthday.

• A Supportive Working Environment – A culture that values wellbeing, collaboration, and personal growth.