Front of House Operations Manager

24 hours ago

Worcester, Worcestershire, United Kingdom Worcestershire County Cricket Club Full time
Job Title: Front of House Manager

We are seeking a highly motivated and experienced Front of House Manager to lead our hospitality venue's front-of-house operations. As the Front of House Manager, you will be responsible for ensuring exceptional guest experiences by supervising and coordinating all front-of-house activities.

Key Responsibilities:
  • Guest Experience:
    • Ensure that all guests receive a warm and welcoming experience from the moment they arrive until they depart.
    • Address any guest concerns promptly and professionally to ensure their satisfaction.
    • Pro-actively walk the customer journey daily, focusing on good housekeeping, high standards of cleanliness and take appropriate remedial actions in areas that do not meet the required standards.
  • Staff Management:
    • Support and help manage the front-of-house team, including supervisors, hosts, servers, bartenders, and other service staff.
    • Assist with ensuring that all staff are correctly till trained and follow the correct procedures for the signing out / in of all keys and swipe cards.
    • Co-ordinate all match days, events and conferences from booking sheets through to food delivery and clear back
    • Administration for the Hospitality team, making sure front house and kitchen have the correct information in a timely manner
  • Service Standards:
    • Establish and maintain high-quality service standards to provide guests with exceptional service, consistently meeting or exceeding customer expectations.
    • Ensure that all public areas and back of house areas, catering materials and equipment are kept clean, hygienic and report any maintenance issues.
    • Work closely with the kitchen and bookings team to ensure seamless coordination between the front and back-of-house operations.
  • Health & Safety:
    • Ensure compliance with all health and safety regulations in the front-of-house area. Train staff on safety protocols and maintain a safe environment for both guests and employees.
  • Other Responsibilities:
    • Support the Events Sales Manager with planning confirmed and potential bookings.
    • You will be a key holder and will have shared responsibility for opening/closing the premises on a rota basis.
    • Assist with the control, receipt and issue of stock and equipment, always ensuring clear stock control and making sure the correct equipment is available for all bookings and is in good working order.
    • Encourage upselling and promote current offerings and promotions to increase sales and guest satisfaction.
    • Perform other such duties as may be reasonably requested by the Hospitality Manager and Head of Operations.
    Requirements:
    • Proven experience as a Front of House Manager or in a similar role within the hospitality industry.
    • Strong leadership and team management skills.
    • Excellent communication and interpersonal abilities.
    • Exceptional organisational and problem-solving skills.
    • Knowledge of health and safety regulations in the hospitality industry.
    • Ability to work flexible hours, including some evenings, weekends and holidays.
    • A passion for delivering outstanding guest experiences.
    • A qualification in hospitality management or a related field (preferred but not mandatory)
    Benefits:
    • This is a full-time role working 40 hours per week over 5 days. This will include working some evenings and weekends, particularly during the Cricket season (April to September) and the Christmas party season.
    • Salary is £28,000 per annum.
    • Contributory pension scheme
    • Death in Service Cover at four times your annual salary
    • Paid time off over Christmas and New Year
    • Paid day off for your Birthday or celebration day of your choice
    • Access to Pluxee employee benefits and discount platform
    • Employee Assistance Programme and Wellbeing support
    • Free city centre parking
    • Stunning city centre location with iconic cathedral view
    • Complimentary tickets for various Sports venues across Worcester

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