Front of House Manager / Floor Manager

at  Glee Cardiff

Established in 1994, our award-winning venues have been hosting events for over 30 years, including comedy, music, drag, podcasts, talks/Q&As & spoken word. Described by The Guardian as “enormously well-regarded”, we pride ourselves on a commitment to excellence & innovation in live events.
We are committed to diversity and inclusion, and are keen to attract people of different backgrounds, perspectives and experiences. We particularly encourage applications from historically underrepresented communities for all roles. Just like our venues are designed for everyone, so is our workplace, and we work hard to create an inclusive culture for everyone.
The Glee Club Cardiff is located in Mermaid Quay, in Cardiff Bay. We have a 450 seat auditorium, where we hold our live stand up comedy shows every Thursday, Friday & Saturday evening. We also host touring comedy shows and live music, drag & spoken word during the week.
Hours: Seasonal hours. In the winter months (September - January) we are often open up to 6 days a week, av. 30 hours a week, in the summer (June - August) we are pen on average 3 - 4 days a week, 15 - 20 hours. Must be available to work for most of December, including 31st December.
Pay: £13.07ph + tips and a bonus scheme, paid 4 weekly.
What we are looking for: We are looking for someone confident and hardworking that can capably manage a team of up to 20 floor staff (8 per shift) in a busy live events venue serving food & drink. You must be good at working under pressure, capable and confident dealing with any issues that occur and make quick, reasonable decisions to solve potential problems. You will be the first point of contact for customer issues so strong communication skills are essential. This job is also quite physically demanding, with a lot of time spent on your feet, so you must be fit and capable of moving tables and chairs around each shift.

QUALIFICATIONS

Candidates must have had a background in hospitality and had previous supervisory experience in this sector, references will be required from previous employers.

THINGS TO KNOW:

• Shifts start between 5pm - 6.00pm and generally finish between 10.30pm and 11.30pm.
• We don’t provide transport home but we are happy to allow you to leave at a reasonable time to get public transport if you let us know in advance.
• Due to the nature of our service model the first hour of service can be quite intense so an ability to work well under pressure is a must. We aim to serve all of our customers (up to 450 people) before the show starts. We then have intervals where service picks up again.

PERKS:

• Free tickets to shows you’re not working * (if they are our shows)
• Shifts finish early enough to still go out afterwards.
• Productivity scheme which could mean an extra £1.50 per hour, on that shift, if targets are hit.
• Friendly, inclusive and interesting place to work.
• Short, evening shifts, perfect for anyone studying or someone looking for a part time job.

• Overseeing the daily operations of the floor department, including managing a team of up to 20 staff, and ensuring excellent customer service & quality of products
• Liaising with both the kitchen and the bar to ensure the timely service of food and drink to up to 450 customers during short service windows
• Train and develop floor staff, providing guidance on service standards, policies, and procedures, and monitoring progress. Retrain returning seasonal staff on any new processes.
• Maintaining a clean and organised front of house area, including the auditorium, kitchen service area and customer toilets.
• Implementing changes where necessary to increase sales or operations, ie. cleaning rotas, training sessions, etc.
• Monitor wage spend and ensure you are appropriately staffed, and plan staff breaks to maximise efficiency
• Suggest ideas for increasing sales, profit and staff development
• Lead by example and pitch in with the staff to ensure tasks are completed
• Greeting customers, and handling customer enquiries, complaints, and special requests in a professional, friendly and timely manner
• Setting out chairs & tables according to a plan and checking it is correct before opening, and everything is clean and labelled correctly
• Monitor inventory levels of supplies and equipment, and assistant the Venue Manager to place orders as needed
• Assisting the venue manager