Hospitality Team Leader

2 weeks ago

Shepherd's Bush Green, United Kingdom BramahHR Full time

Job Description: Hospitality Lead

Position: Hospitality Lead Department: Centre Operations

Role Summary: The Hospitality Lead plays a pivotal role as a bridge between the team and Senior Managers in the centres operations. They are responsible for running the café, delivering an exceptional experience for all customers and guests, while meeting key performance indicators (KPIs) and targets. Leading by example, the Hospitality Lead maintains a safe, clean, and secure working and visiting environment. With a strong focus on service, food safety, hygiene standards, and customer engagement, the Lead provides training to the team to ensure compliance with departmental standards and requirements. The Hospitality Lead actively engages with customers, creating memorable moments and gathering feedback for continuous improvement. They collaborate with the Hospitality Manager, sharing feedback and contributing to the team's success and growth.

**Responsibilities**:
Cafe Operations: Oversee the daily operations of the café, ensuring smooth functioning and adherence to operational procedures.

Customer Experience: Deliver exceptional customer experiences by actively engaging with customers, addressing their needs, and creating memorable moments.

Performance Targets: Drive the achievement of KPIs and targets related to sales, customer satisfaction, and operational efficiency.

Safety and Cleanliness: Maintain a safe, clean, and secure environment for both the team and visitors, following established health and safety protocols.

Team Training: Provide training and guidance to the team, ensuring that they meet and exceed departmental standards in service, food safety, and hygiene.

Feedback and Improvement: Gather customer feedback, sharing insights with the team and Hospitality Manager for continuous improvement. Celebrate successes and use critiques as opportunities for growth.

Team Coordination: Schedule and assign team members appropriately to ensure optimal staffing levels, while ensuring their adherence to professional behavior standards.

Passion for Excellence: Instill a passion for exceptional service, great food, and creating a fun atmosphere within the team.

Qualifications and Skills:

- Previous experience in a leadership role within the hospitality industry is preferred.
- Strong understanding of food safety, hygiene standards, and customer service principles.
- Excellent communication and interpersonal skills, with the ability to engage with customers and team members effectively.
- Proven track record in achieving performance targets and KPIs.
- Ability to manage and train a diverse team, fostering a positive work environment.
- Problem-solving skills and the ability to adapt to changing circumstances.
- Flexibility to work in a dynamic and fast-paced environment, including weekends and holidays.
- Passion for delivering exceptional experiences and a genuine interest in food and customer service.

This position reports to: Hospitality Manager

**Salary**: £24,000.00-£27,000.00 per year

**Benefits**:

- Employee discount
- On-site parking

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Shepherd's Bush Green: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Restaurant management: 1 year (required)

Work Location: In person

Reference ID: SB-O

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