Front of House Floor Manager

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 / Bowl, ensuring a safe, secure, and welcoming environment for guests. This role involves being the first escalation point for any activity in the area, providing first response to deescalate issues and offer customer support. The Front of House Floor Manager will supervise and manage front-line teams within the arena bowl, working closely with the Security Event Manager.

Key Responsibilities
  • Colleague Management:
    • Brief colleagues at the start of shift and collect feedback for debrief purposes.
    • Oversee and coordinate frontline colleague activities.
    • 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 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 runs smoothly 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 including Cleaning, Catering, Security, Technical services, Energy Management and compliance, front of house, landscaping, logistics, waste management, and pest control services to the public and private sectors. Our mission is to make people and places the best that they can be.

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