Team Leader Front of House

4 days ago

Lyndhurst SO HE, United Kingdom The Bell Inn Full time

Purpose of Role

To lead and supervise the Front of House team in delivering exceptional guest service, ensuring smooth operations, and maintaining the high standards of hospitality and atmosphere that the Bell Inn is known for.

Key Responsibilities

  • Lead, motivate and manage the front of house team (hosts, waiting staff, bar service, liaising with reception) to deliver consistent, high-quality guest experiences.
  • Oversee daily operations during your shift: ensure the floor is staffed appropriately, service flow is smooth, guest arrivals and departures are managed, table allocation optimised.
  • Act as a role-model for excellent customer service, maintaining a positive, friendly, "can-do" attitude.
  • Handle guest enquiries, feedback and complaints in a professional and timely manner, ensuring escalation to management if necessary.
  • Support training and development of FOH staff: onboarding new team members, refreshers for existing staff, ensuring team understand service standards, menu knowledge, upselling techniques.
  • Ensure adherence to all operational standards including hygiene, health & safety, licensing, and cash handling policies.
  • Work closely with other departments (kitchen, housekeeping, bar, reception) to coordinate service — e.g., rapid turnaround of tables, special requests, events, or large bookings.
  • Monitor and maintain FOH equipment, stock (cutlery, glassware, menus), and appearance of the dining and bar areas — ensuring clean, tidy and welcoming presentation.
  • Assist with shift rostering, ensuring staffing levels are appropriate for expected business, liaising with management for any cover/changes.
  • Work during peak times (evenings, weekends, holidays) and potentially undertake hands-on service when required.
  • Drive guest satisfaction, aiming to exceed standards and contribute to repeat business and positive reviews.
  • Report any issues or opportunities to management and propose improvements to front of house processes or guest service.

Person Specification

Essential:

  • Proven experience working in a front of house role in a hospitality setting (pub/inn/restaurant/hotel) with good exposure to customer service.
  • Some leadership or supervisory experience (shift lead, senior waiter/waitress, host with responsibility).
  • Excellent communication and interpersonal skills — able to engage with guests and team members positively.
  • Strong organisational and administrative ability — able to prioritise tasks, manage time, maintain standards under pressure.
  • Friendly, approachable, with a genuine passion for hospitality and delivering memorable guest experiences.
  • Flexibility to work evenings, weekends and holidays, and to cover busy periods in the New Forest setting.

Desirable:

  • Experience in a supervisory role in a pub/inn/hospitality environment.
  • Knowledge of food & beverage operations (menus, upselling, service etiquette).
  • A familiarity with POS systems, booking/ reservations systems, and table management.
  • Awareness of health & safety / licensing in hospitality.

What We Offer

  • A beautiful working environment set in the New Forest, with an established brand and loyal clientele.
  • A supportive team culture, where you can make a difference and take ownership of your shift.
  • Opportunity to develop your career in hospitality, with scope for progression.
  • Staff discounts, free or discounted meals, potentially accommodation benefits (depending on role).
  • Competitive salary and shift allowances (to be confirmed by management).

Job Type: Full-time

Pay: £27,000.00-£30,000.00 per year

Benefits:

  • Discounted or free food
  • Employee discount
  • On-site parking

Work Location: In person

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