Front of House Manager

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Job Title: Front of House Manager

Reporting to: Hospitality and Bars Manager

Location: Worcestershire County Cricket Club, New Road, Worcester, WR2 4QQ

Contract term: Permanent contract to start as soon as possible

Background:

Worcestershire County Cricket Club is one of the 18 major county cricket clubs which make up the England and Wales Cricket Board. We play to the highest level of professional cricket with a history stretching back over 155 years.

Our vision is to become Worcestershire's premier destination for live sports, entertainment & hospitality, whilst providing great experiences for everyone who comes to New Road.

We are passionate about our people and strive to make our working environment a welcoming and inclusive one, fuelling ambition with opportunities and support to help our people achieve their personal and professional goals.

Our values of Trust, Inclusiveness, Kindness, Resilience and Togetherness, resonate across everything we do at the Club and define our culture and behaviours.

Purpose of the Role:

Alongside our busy Cricket schedule, we have a thriving functions and hospitality offering, with a broad range of rooms and facilities available to cater for any function for up to 250 guests.

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.

This role requires excellent leadership, communication, and organisational skills to lead a team of hospitality professionals and maintain the venue's high standards of service and customer satisfaction.

The successful candidate will be responsible for managing the food and beverage provision for all cricket matches, functions and events.

Key Duties and 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.
• Assist with Training Front of House staff on our customer service specifications and 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.

Additional responsibilities:

We expect our people to demonstrate and promote our values at all times to ensure Worcestershire County Cricket Club's brand is always held in the highest regard both internally and in public. It is expected that you will:
• Be proactive in promoting inclusiveness across the club and reporting any discrimination that you witness.
• Be committed to safeguarding and promoting the welfare of children, young people and adults at risk that visit the Club.
• Promote a positive environment that is welcoming, friendly and supportive.
• Foster a culture of togetherness and commit to contributing to a strong team ethic.
• Be passionate about delivering excellent customer service to everyone that comes through our doors.

The nature of our work and the size of our team here at Worcestershire County Cricket Club requires everyone to be flexible, motivated and an excellent team player.

This Job Description is not an exhaustive list of tasks but represents the key duties and responsibilities required by the role. You may be required to take on such reasonable additional or other responsibilities and tasks as we need from time to time.

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)

You will need to have the Right to Work in the UK or be able to obtain this by the start date. Unfortunately, we are unable to offer visa sponsorship for this role.

Benefits

Hours, benefits and salary:
• 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

Closing date for application is 6pm on Sunday 6th October 2024. Interviews will be held on 10th & 11th October.

Worcestershire County Cricket Club recognises the positive value of diversity, promotes equality and challenges discrimination. We welcome and encourage job applications from people of all backgrounds.

The Club is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.