Front of House Floor Supervisor

2 weeks ago

Birmingham, Birmingham, United Kingdom OCS Group Full time

About The Role

To lead the front of house delivery on the arena floor, ensuring a safe, secure, and welcoming environment for guests. This role involves supervising and managing front-line teams, working closely with the security event manager to deliver exceptional customer experiences.

This is a part-time role working a variable shift, with a focus on providing first-class customer service and resolving any issues promptly.

Key Responsibilities:

  • Colleague Management:
    • Brief colleagues at the start of shift and collate feedback during events for debrief purposes.
    • Oversee and coordinate the activities of frontline colleagues.
    • Support new employees and provide ongoing feedback.
    • Deliver task-specific toolbox talks.
  • Customer Service:
    • Participate in the Customer Service Program - Incredible Experiences.
    • Ensure high-quality service is provided to all guests.
    • Address and resolve any customer complaints or issues promptly.
    • Maintain a clean and welcoming environment.
    • Ensure colleagues have correct uniform.
  • Operational Oversight:
    • Undertake pre-event safety checks to ensure all aspects of the floor meet safety briefings and risk assessments.
    • Verify staff deployment and postings are correct and in position prior to the event start.
    • Monitor the arena floor to ensure everything is running in line with event activity and plan.
    • Coordinate with other managers and departments to ensure efficient workflow.
    • Implement and enforce safety protocols and procedures in line with the Incident and Emergency Plan (IEP).
  • Event Coordination:
    • Assist in the setup and breakdown of events.
    • Ensure all event requirements are met and troubleshoot any issues that arise during events.

About The Company

OCS UK & Ireland is a leading facilities management company with a turnover of £1.7bn and 50,000+ colleagues. We deliver innovative, award-winning services to the public and private sectors, and our mission is to make people and places the best that they can be.

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