Venue Manager

3 days ago

London, United Kingdom MCC Lord's Full time

To deliver the Lord's hospitality offering on live event days, ensuring appropriate set-up procedures have been adhered to. Leading on the front of house team in venue - although additionally making sure all staff within your venue are representing the Lord'sbrand and remain professional and attentive throughout match days.

**DIMENSIONS OF ROLE**

**Hours**:
Set-up day - 09.00 to 18.00

Match day - specified based on match type, these will be confirmed in advance of your working date.

Including one-hour lunch on each day worked, to be taken around match day timings.

**KEY TASKS AND ACCOUNTABILITES**

**Set-up day**
- Attending Venue Manager briefing, making note of any VIP/dietary/special request listed out by Hospitality Executive - making sure floor and kitchen teams are aware and action these requests.
- To develop an in-depth knowledge and understanding of the Hospitality Experiences offering, including food and beverage selection for the approaching live day.
- Ensure you are aware of reporting lines for the match ahead.
- Using initiative on set up days, table spacing, flower arrangements, table lay ups are complete ahead of the live day.
- Completing health and safety and risk assessments for your venue.
- Ensuring the venue and theming is in place for guest arrivals.
- Lending support to Hospitality Executive on logístical tasks.
- Ensuring all collateral is in place for live day.
- Attending briefing led by Hospitality Executive. Familiarising yourself with duties of kitchen, bar and catering managers.
- Check cleaning, and report Estates Issues.
- Prepare host/hostess briefings.
- Final confirmation with Hospitality Executive that all above has been completed and the venue is prepared for guest arrivals.

**Live Day**

Responsibility, as the first point of contact for the front of house team. To manage host/hostess briefings, check in, health and safety practices. To work alongside Catering Manager to deliver the venue operation on live event days.
- Building rapport with clients and guests, answering any questions, remaining attentive and proactive to ensure guest experience is to an excellent standard.
- Ensuring the Lord's brand is represented across all staff.
- Managing staff breaks as set out by Hospitality Executive.
- Briefing your front of house team to any VIPs/dietaries/special requests and to check in systems ensuring they are confident in their duties ahead of guest arrivals.
- Managing check-in process, ensuring staff are completing accurately whilst being attentive and you are making note of any issues with software to report immediately to Hospitality Executive.
- Ensuring host and front of house teams are maximising customer interactions.
- Working with catering manager to ensure prompt service times of food, double checking dietaries.
- Working with bar manager, ensuring drink service is efficient and that bar is kept clean and tidy.
- To accurately report/relay all complaints and issues from both guests and staff.
- To continue monitoring cleaning and estates issues.
- To complete a match day report for each day worked, keeping note of guest feedback to share with Hospitality Executive in match day de-brief.
- This job profile is not an exhaustive or definitive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks and duties of the jobholder might differ from those outlined in the job profile and duties might be amendedas the job evolves in light of the needs of the business and/or at the discretion of management._

Essential Skills
- Outstanding attention to detail and a conscientious, professional approach at all times.
- High level of initiative with organisational ability.
- Ability to create and develop relationships at all levels. Treating clients, colleagues and all external suppliers with respect and courtesy.
- High standard of personal presentation - uniform will be provided.
- Flexibility with respect to working hours.
- Passionate about working in the events industry.
- Strong customer focus, with the ability to always achieve and maintain an exceptional level of service, while building a strong rapport with clients.

Desirable Skills
- Experience within the sports/hospitality industry
- Consistency with availability through key dates.

About Company

**VALUES AND BEHAVIOURS**

**SMART**
- We make informed decisions
- We cut out inefficiency and complexity
- We ensure that everything we do looks, sounds and feels high quality

**ATTENTIVE**
- We are welcoming hosts to people of all cultures and backgrounds
- We pride ourselves on impeccable manners
- We work with other organisations for the good of the game

**ORIGINAL**
- We set our own high standards
- We constantly seek out better ways of working
- We encourage people to be imaginative in their work

**HEALTH AND SAFETY**
- At all times be responsible for the safety of yourself and others through adherence to MCC (and legal) safety Rules and procedures
- To report any unsafe practices, equipment or circumstances as appropriate
- Comply fully with relevant security policies and procedures

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