Front of House Supervisor

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.

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:

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.

Applications:

The closing date for applications is Friday 13th June.

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.

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.

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

Benefits

Salary & Benefits:

This is a full-time role working 40 hours per week over 5 days. This will include working some evenings and weekends, particularly during our busy periods in the Cricket season and at Christmas.

The salary for this role is £27,000 per annum.

Our benefits:

• 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

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