Team Member

7 months ago

Hemel Hempstead, United Kingdom Adventure Leisure - Mr Mulligan Full time

**LOCATION: HEMEL HEMPSTEAD *New Site**

**POSITION: TEAM MEMBER**

**REPORTS TO: GENERAL MANAGER /ASSISTANT GENERAL MANAGER/DUTY MANAGER /SUPERVISOR**

**Weekends required - Morning/Mid/Evening shifts**

**Over 18’s only due to sale of alcohol**

**About you**:

- You are energetic, fun and full of personality
- Proactive and committed
- Looking for a challenge
- Strong team player
- People person
- Excellent communicator
- Customer focused
- Have good attention to detail
- Self-motivated

**MAIN RESPONSIBILITIES**:

- Check in Reception
- Answering telephone calls
- Upselling food and drink
- Making drinks for customers including cocktails
- Host children’s parties
- Welcome and host corporate/team events
- Restock/Replenishing items
- Ball/Putter Collections
- Cleaning including toilets regularly
- Kitchen pot/glass wash
- Full open and close cleaning procedure on bar/kitchen/toilets
- To assist in running our Food & Beverage Operation - upselling, making food and serving.
- **TEAM MEMBER-GAMES GURU-PARTY HOST-BAR-KITCHEN**_

**VISION OF THE ROLE**:
To support the Manager Team with overall responsibility for the delivery and development of all aspects of the Adventure Leisure Hemel Hempstead and to ensure that customer expectations are consistently met or exceeded. To maximise revenue through the upselling of our products and offering. To safeguard the long-term success of the Adventure Leisure division for its stakeholders, all team members will act in a professional manner and treat our customers and colleagues with respect. To work to the highest standard ensuring that Hemel Hempstead is recognised as the premier leisure destination of the surrounding area.

**MEASUREMENT OF SUCCESS**:
The team member will be measured against key criteria:
Customer metric measured by Net Promoter Score (NPS)

Customer Standards measured by Mystery Shopper

Audits both internally and externally.

Management Team reviews, operational feedback, and personal objectives.

**KEY RESPONSIBILITIES**:

- **Customer Experience**_
- Ensure that you consistently deliver outstanding service levels to achieve maximum customer satisfaction by proactively greeting and interacting with all customers in a polite and friendly manner through all forms of communication.
- Provide knowledgeable answers to any queries regarding our activities, products functions, and promotional offers.
- Assist with the care and maintenance of all assets, inventory, and resources of the location ensuring a clean and safe environment with the clean as you go approach.
- Ensure health and safety protocol is relayed to customers ensuring that it is done in manner that reflects the customer understand (there would be a difference between children and adults).
- Encourage our customers whilst they are participating in activities for both general public and party guests with a warm and family focused positive attitude.
- Deliver our CUSTOMER PROMISE at all times
- **Team/Operations**_
- Greet and interact with all customers in a polite and friendly manner through all forms of communication, maintaining positive and effective relationships with colleagues.
- Adhere to all Health & Safety notices as required.
- Complete all daily/weekly tasks to standard in a timely manner.
- Follow instructions and requests from your line manager and respond to any feedback in a positive manner.
- Be a team player taking a positive approach to your duties and assist your colleagues when required.
- **Activities - Game Guru/Course Marshall **_
- Ensure customers are adhering to the rules and regulations are followed.
- Engage with the customer providing a fun and positive atmosphere.
- Have the knowledge to be able to explain the rules for each of the activities.
- Take orders and provide prompt efficient service to our customers whilst they are participating in the activities.
- _**Reception **_
- Be proficient in the use of the EPOS and CRM systems.
- Provide knowledgeable answers to any queries regarding our activities, functions, and promotional offers.
- Upsell our products to customers at every interaction.
- **Bar**_
- Prepare all products according to product specifications.
- Follow the perfect pour for all drinks.
- Be proficient in the use of EPOS.
- Upsell our products to customers at every interaction.
- Advise the duty manager of any items/ingredients to be ordered in a timely manner.
- **Kitchen**_
- Prepare all food for and ensure that adequacy of supplies at the ready for the day’s trade for both casual food and function events.
- Advise the duty manager of any items/ingredients to be ordered in a timely manner.
- Prepare ingredients follow specific specification sheets for all individual dishes.
- Complete all relevant specific F&B training Review.
- Accurately and timely completion of Food safety Compliance books.
- Adhere to and maintain all Health, Safety & Hygiene rules and regulations WITHOUT EXCEPTION.
- **Functions**_
- Set up the party area accord

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