Retail & Hospitality Manager, Knebworth

Retail & Hospitality Manager.

The Secret Truffletier – Woolmer Green, Hertfordshire

Since 1911, The Secret Truffletier has crafted exceptional Swiss chocolate with passion, heritage and precision. From our boutique home in Woolmer Green, we offer luxury chocolate experiences, elegant Afternoon Teas, artisan coffee and beautifully curated gifts.

As our business continues to grow, we are seeking an exceptional Boutique Hospitality Manager to lead our shop, café and chocolate experience operations.

This is not a standard café management role.

This is a leadership position within a destination experience business.

The Role

You will be responsible for the daily operation, team leadership and guest experience across our boutique café, shop and chocolate experiences.

You will lead a team of 9 (including weekend & seasonal staff) and ensure that every guest interaction reflects the quality, warmth and refinement of The Secret Truffletier brand.

Key Responsibilities

Guest Experience & Standards

• Lead from the front as a host and brand ambassador
• Deliver exceptional service across café, retail and experiences
• Oversee Afternoon Teas, chocolate workshops and fondue experiences
• Ensure every guest journey feels personal, indulgent and memorable

Team Leadership

• Manage, train and motivate staff
• Lead weekend operations (our busiest and most important trading period)
• Set clear expectations for service, presentation and behaviour
• Create a positive, professional and high-performing culture

Operations

• Oversee daily opening/closing procedures
• Resos management, responding to customers email & phone
• Updating Shopify with products and pricings and barcodes.
• Manage rotas, staffing levels and holiday planning
• Ensure compliance with food hygiene and safety standards
• Maintain exceptional cleanliness and organisation throughout

Commercial Performance

• Drive sales across retail, café and experiences
• Maximise bookings for workshops and Afternoon Teas
• Monitor stock levels, ordering and wastage control
• Support visual merchandising and product presentation

Brand & Environment

• Maintain a luxury boutique feel at all times
• Ensure displays, packaging and presentation meet brand standards
• Continuously look for ways to elevate the customer experience

Who We’re Looking For

This role suits someone who combines hospitality leadership with natural hosting ability.

You are:

• A confident leader who enjoys developing a team
• Highly organised with strong operational control
• Passionate about delivering premium customer experiences
• Detail-focused with high personal standards
• Calm under pressure, especially during busy weekends
• Commercially aware and motivated to grow the business

Essential Experience

• Previous management experience in café, hospitality or retail
• Strong leadership and team management skills
• Experience delivering high-quality customer service
• Weekend availability (Friday–Sunday essential)

Desirable

• Experience in premium or boutique environments
• Events, experiences or hospitality-led retail background
• Interest in chocolate, coffee or artisan food

Hours

40 hours per week

• 5 days out of 7 (weekends essential)

Pay

From 32,000 per year