Guest Experience & Bookings Manager (FOH & Events) in Walthamstow

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.

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.

• 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.

• 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.

• 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.

Salary: £37,000 – £40,000 depending on experience, plus Tronc for hours worked at the front desk. 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).

• £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.
• A fun, friendly workplace where community and connection sit at the heart of what we do.