Job Title: Front of House Supervisor
Reporting to: Hospitality Manager
Location: Worcestershire County Cricket Club, New Road, Worcester, WR2 4QQ
Contract term: Full time, permanent. To start as soon as possible.

REQUIREMENTS

• Proven experience as a supervisor or coordinator in a similar role within the hospitality industry.
• Excellent communication and interpersonal abilities.
• Exceptional organisational and problem-solving skills.
• A passion for delivering outstanding guest experiences.
• Knowledge of health and safety regulations in the hospitality industry.
• Ability to work flexible hours, including weekends and holidays.

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 in your area of responsibility, 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

PURPOSE OF THE ROLE:

We seek to recruit a highly motivated and flexible Supervisor for our hospitality venue’s front-of-house operations. You will work under the Hospitality Manager to ensure exceptional guest experiences by assisting with the supervision and coordination of all front-of-house activities.
This role requires excellent communication and organisational skills to supervise a team of hospitality professionals and maintain the venue’s high standards of service and customer satisfaction.
The successful candidates will assist with the delivery of the food and beverage provision for all cricket matches, functions and events and will have shared responsibility for the bars and cellars.

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 in your area of responsibility, 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 the Hospitality Manager with the supervision of the front-of-house team, including 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.

Service Standards:

• 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 maintained issues.
• Work closely with the kitchen 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.

Other Responsibilities:

• You will be a key holder and will have shared responsibility for opening/closing the premises on a rota basis.
• Encourage upselling and promote current offerings and promotions to increase sales and guest satisfaction.
• 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.
• Keep accurate financial and administrative records and produce reports as needed.
• Perform other such duties as may be reasonably requested by the Hospitality Manager.
• Support with overseeing bars and cellars as and when needed.

OTHER 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.