Front of House Administrator

**Job Description - Front of House Administrator**

**The company**

Established in 2008, Boulders Cardiff has helped to grow and support the South Wales climbing community for 14 years. In 2020 we opened a bouldering centre in Cheltenham and have a vibrant, dedicated team and community.

Our mission is to: _Give everyone the opportunity to enjoy the benefits the world of climbing has to offer and help them achieve their climbing goals, regardless of age, ability, or background._

Over the years we’ve seen countless examples of the positive effect of this, each of which makes us proud.

**The Opportunity**

This role is to a) fulfil the front of house requirements for the centre including providing exceptional customer service to all customers b) set up sustainable systems and training of new employees joining the team c) completing day to day, week to week routine administration tasks as directed by the Centre Manager. An interest in the outdoors and climbing is desirable but not essential.

**Activities and Responsibilities**

**On the desk**

1. Regularly liaising with customers and the Centre Manager to ensure the provision of customer focused services including:

- 1st class reception and client facing services, including welcoming and customer interactions
- Controlling access and egress to the site and climbing areas
- Constantly providing an excellent welcome service

2. Complete SOPs such as opening and closing checks, stock takes, leaflets and poster displays.

4. Lead by example in performing a high level of customer service, supporting and mentoring the reception team around you.

5. Actively engage with first time users to promote repeat sales.

5. Ensure high standard of presentation for all front of house areas (including toilets, cafe area, and changing rooms).

6. Actively seek to convert enquiries to sales and generate new leads for the company.

**Administration tasks**

8. Help to provide training for all staff members in all non-climbing areas including both reception and the shop.

9. Take the main role in the administration of the Boulders on site shop and cafe, including:

- Once per month stock check
- Regular reorders
- Once per week sales report

10. Follow a clear and simple set of SOPs and training modules for the shop and cafe to be completed by any of the front of house team after appropriate training.

11. Maintain a high standard of customer service by onboarding front of house team members to detailed customer service SOPs.

12. Work towards set and agreed objectives and KPIs set on a weekly basis.

**As a part of the permanent team, we all**:
13. Motivate, inspire and lead the team, guiding them towards individual and departmental objectives.

14. Be a port of call for more junior team members in terms of dealing with their queries, need for advice, or issues.

15. Making sure all reception staff are up to date in regard to training, knowledge, and information about upcoming events and deals, using a combination of staff meetings and Microsoft Teams.

**Specific Skills**
- Have excellent organisational skills.
- Have experience managing a junior team
- A good and reliable timekeeper
- You will have excellent communication and delegation skills
- Able to manage own time
- Used to working under pressure whilst still maintaining a friendly and professional manner
- Committed, flexible, team player with good communication skills
- Professional appearance, always in uniform, with good manners and a willingness to provide a quality service to the customer
- Have a positive mental attitude.
- A responsible and accountable individual that asks for any help needed prior to work deadlines.

This job description outlines the main tasks that maintain your role with the company however they are not exhaustive. You may be asked to perform other duties deemed as reasonable which will be mutually agreed.

**Benefits**
- Flexible working hours
- Some evening and weekend work may be necessary
- 28 days annual leave
- 20 - 40 hours available
- £11 to £12.50 per hour depending on experience

**Job Types**: Full-time, Part-time, Permanent
Part-time hours: 20 - 40 per week

**Salary**: £11.00-£12.50 per hour

**Benefits**:

- Discounted or free food
- Flexitime
- On-site parking

Schedule:

- 8 hour shift
- Flexitime
- Monday to Friday
- Overtime

Work Location: One location