At a Glance
- Tasks: Be the heart of guest experiences, managing bookings and creating memorable moments.
- Company: Join a vibrant, community-focused venue known for fun and connection.
- Benefits: Enjoy a competitive salary, food credits, discounts, and social events.
- Other info: Flexible work environment with opportunities for personal growth.
- Why this job: Make every guest's visit special while working in a lively atmosphere.
- Qualifications: Experience in hospitality and a passion for guest relations are essential.
The predicted salary is between 37000 - 40000 € per year.
We’re an independent, community-rooted space built for connection, celebration and everyday moments. We’re known for relaxed dining, group bookings, birthday parties, live events, sports screenings and large-scale gatherings all happening under one roof — sometimes all at once. At our core, we exist to bring people together, and our team creates the welcoming, energetic atmosphere that has made us a much-loved venue locally and across London.
The FOH & Bookings Manager reports directly to the Head of Sales & Private Events and plays a key role in the day-to-day guest experience across both Big Penny Social and Flukes.
THE ROLE
As FOH & Bookings Manager, you’ll be the beating heart of the guest journey at Big Penny Social and Flukes. You’ll be the first point of contact for anyone looking to visit, book a table, come to an event, plan a birthday or bring a group — and you’ll make sure that from the moment they reach out, every interaction feels warm, personal and effortless. You’ll split your time between the office (around 2.5 days a week) and the front desk (around 2.5 days a week), meaning you’re both communicating with guests before their visit, and also greeting them when they arrive — managing the front desk, looking after groups, being alive to changes and the rhythm of the day, making sure everything runs smoothly, and creating memorable experiences.
This role is primarily focused on the general public who visit us seven days a week — birthday parties, group dinners, after-work gatherings, date nights, family visits, and live events. You’ll make sure every guest, whatever the occasion, leaves having had the best possible time.
WHAT YOU’LL BE DOING
- Being the first and last point of contact for guests — handling all enquiries with warmth, speed and personality, and making sure every visitor feels genuinely looked after
- Owning the full guest journey: from initial enquiry through to arrival, on-the-day experience and follow-up
- Managing all public bookings for Big Penny Social and Flukes — table reservations, group bookings, birthday packages and walk-ins
- Checking tickets and managing the door for live events
- Working the front desk during venue hours, welcoming groups as they arrive, handling last-minute changes calmly and making sure everything is in place
- Managing the bookings system — keeping it accurate, up to date and easy for the wider team to use
- Converting enquiries into confirmed bookings — responding quickly, following up consistently and building genuine relationships with guests
- Driving repeat visits and referrals — making sure guests who’ve had a great birthday or group experience come back and bring friends
- Working closely with the GM and FOH team to ensure bookings are well-briefed and handovers between office and floor are seamless
- Selling pre-booked food and drinks packages — understanding what guests are celebrating and finding the right package to make it special
- Making birthdays brilliant — taking personal ownership of birthday party bookings, ensuring every detail is right on the day and every guest leaves wanting to come back for their own celebration
- Handling cloakroom, lost property and in-venue signage
WHAT SUCCESS LOOKS LIKE
- Guests who love how easy it was to book and how well looked after they felt
- Ticket holders for live events experiencing a seamless arrival, with a clear understanding of where to go for their event
- Birthday parties delivered brilliantly — with guests leaving already thinking about their next celebration with us
- Strong conversion rates on enquiries and a growing base of repeat visitors and referrals
- Bookings revenue targets met and pre-booked food and drinks packages consistently upsold
- A front desk that feels genuinely welcoming — guests greeted, groups settled, problems solved
- The bookings system always accurate and the team always well-briefed
WHO WE’RE LOOKING FOR
- You’ll thrive in this role if you love being the first and last contact for guests — it’s not just part of the job, it’s what gets you out of bed
- Have a natural warmth and energy that puts people at ease — guests trust you quickly and feel well looked after
- Have experience in a guest-facing role in hospitality, events or venue management
- Are a skilled communicator — confident on the phone and in person, clear and friendly in writing
- Love the detail of a well-delivered birthday or group booking — and take real pride when it goes brilliantly
- Are commercially switched-on — happy selling food and drinks packages, hitting targets and following up on leads
- Are calm under pressure, organised and able to juggle multiple bookings and enquiries without dropping the ball
- Thrive in independent, community-rooted hospitality — and understand why that’s different to working in a chain
- Are comfortable splitting your time between office work and being present on the floor
THE DETAILS
- Salary: £37,000 – £40,000 depending on experience, plus Tronc for hours worked at the front desk
- 45 hours per week, five days across seven
- Working days: usually Wednesday – Sunday
- 23 days holiday, plus bank holidays (increasing by one day for each of the first two years)
- Based at Big Penny Social, Walthamstow (E17)
PERKS & BENEFITS
- £200 monthly food and drink credit to enjoy in Big Penny Social
- Discount code for friends and family
- Complimentary tickets to Big Penny events
- TOIL for additional hours worked
- Regular staff social events
- A fun, friendly workplace where community and connection sit at the heart of what we do
Front of House & Bookings Manager in Walthamstow employer: Big Penny
At Big Penny Social, we pride ourselves on being an independent, community-focused venue that fosters connection and celebration. Our vibrant work culture encourages personal growth and creativity, offering employees unique opportunities to engage with guests and make lasting memories. With generous benefits like a monthly food and drink credit, complimentary event tickets, and a supportive team environment, we ensure that our staff feel valued and inspired every day.
StudySmarter Expert Advice🤫
We think this is how you could land Front of House & Bookings Manager in Walthamstow
✨Tip Number 1
Get to know the venue inside out! Familiarise yourself with Big Penny Social and Flukes, so you can chat confidently about what we offer. This will help you connect with guests and make their experience even better.
✨Tip Number 2
Practice your warm welcome! When you greet guests, make it personal and genuine. A friendly smile and a little chit-chat can go a long way in making them feel at home.
✨Tip Number 3
Stay organised with bookings! Use our system to keep track of all enquiries and follow up promptly. The quicker you respond, the more likely you are to convert those enquiries into confirmed bookings.
✨Tip Number 4
Show off your sales skills! Don’t shy away from upselling food and drinks packages. Understand what guests are celebrating and suggest the perfect package to enhance their experience.
We think you need these skills to ace Front of House & Bookings Manager in Walthamstow
Some tips for your application 🫡
Be Yourself:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your warmth and energy in your words.
Tailor Your Application:Make sure to customise your application for the Front of House & Bookings Manager role. Highlight your relevant experience in hospitality and how you can create memorable guest experiences — we love a good story!
Show Your Passion:Let us know why you’re excited about joining our community-rooted space. Share your thoughts on what makes a great guest experience and how you can contribute to our vibrant atmosphere.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Big Penny
✨Know the Venue Inside Out
Before your interview, make sure you’re familiar with Big Penny Social and Flukes. Understand their offerings, the atmosphere they create, and the types of events they host. This knowledge will help you demonstrate your genuine interest in the role and how you can contribute to their community-focused mission.
✨Showcase Your People Skills
As the first point of contact for guests, it’s crucial to highlight your communication skills. Prepare examples from your past experiences where you’ve successfully managed guest interactions, resolved issues, or created memorable experiences. This will show that you have the warmth and energy they’re looking for.
✨Be Ready to Discuss Bookings Management
Familiarise yourself with common booking systems and be prepared to discuss how you would manage reservations and handle last-minute changes. Share any relevant experience you have in managing bookings or events, as this will demonstrate your organisational skills and ability to thrive under pressure.
✨Emphasise Your Sales Acumen
Since the role involves upselling food and drinks packages, think about how you can showcase your sales experience. Prepare to discuss strategies you’ve used in the past to convert enquiries into bookings and drive repeat visits. This will illustrate your commercial awareness and ability to meet revenue targets.
