Host Service Operations Lead
2 days ago
Role Overview
Grosvenor Casino Reading South is seeking a skilled Host Service Operations Lead to join their team. As a key member of the management team, you will be responsible for leading the Hosting Team and delivering exceptional customer experiences.
Key Responsibilities
- Provide an excellent product and customer experience through all hosting activities in the Casino while upholding safer gambling principles.
- Support the Management Team in driving casino performance against targets covering finance, customer service, and team metrics.
- Champion and role model the company's values of Service, Teamwork, Ambition, Responsibility, and Solutions.
- Help build a capable management team who are passionate about safer gambling, customer excellence, and quality products.
- Assist in recruiting and developing a strong team of multi-skilled employees to deliver the Grosvenor brand experience across sales, leisure, and food and beverage.
- Proactively drive sales and control margin and costs to increase casino profitability.
- Ensure the casino complies with all regulations, particularly Gaming Commission licensing requirements, and champion safer gambling practices.
Requirements
- PML holder with previous casino experience.
- Previous team leadership experience in a service-driven environment (Hospitality, Entertainment, Leisure, F&B, or similar).
- Customer-focused with experience in delivering excellent service in hosting activities, front-of-house/reception, F&B, etc.
- Good at managing change and building a positive culture.
- Experience of promotional events and managing/directing a customer-oriented retail business to a wide range of customers, including VIPs and regular visitors.
- Excellent communicator, able to collaborate with the wider business.
- Sound commercial and financial acumen.
- Values and personally demonstrates behaviors that support and encourage inclusion and diversity.
- Flexibility to work at peak times (evenings, nights, and weekends) as required by the business.
What We Offer
- An estimated salary of £39,000 per annum, plus monthly tips and an annual bonus of up to 15%.
- 28 days annual leave increasing with service.
- A balanced 40-hour work week.
- A share of tips.
- Life cover and private medical insurance.
- Contributory Pension Scheme.
- 50% Off All Food.
- Team Incentives & Events.
- Career Growth Opportunities.
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