Front of House Assistant/Party Host - Sidcup Family Golf in London

LOCATION: SIDCUP FAMILY GOLF

POSITION: CENTRE ASSISTANT & PARTY HOST

REPORTS TO: DUTY MANAGER/ASSISTANT GENERAL MANAGER

VISION OF THE ROLE: Contributes to the delivery of all aspects of the Caf , Adventure Golf, Driving Range and hosted events/parties, ensuring exceptional customer experiences across all areas. To maximise revenue through casual / ad-hoc sales. To safeguard the long-term success of Burhill Golf Ltd for its stakeholders, our Front of House team members will be at the heart of delivering an exceptional experience for all customers.

MEASUREMENT OF SUCCESS: The Centre Assistant will be measured against key criteria:

• Operating profit (derived from Activities, F&B, events)
• Annual measurement of staff engagement
• Customer loyalty measured by Net Promoter Score (NPS)
• Mystery Shop Audits
• Assistant General Manager reviews, Duty Manager reviews, operational feedback, and personal objectives

KEY RESPONSIBILITIES:

Operations

• Maintain positive and effective relationships with members and guests through an active presence in the caf , driving range and adventure golf areas, ensuring all customers and members receive a warm welcome and consistent high standard of service.
• Assist with the care and maintenance of all assets, inventory, and resources of the location.
• Host and manage parties and events by supervising guests and providing entertainment, ensuring a fun and engaging experience across both the mini golf course and driving range bays.
• Effectively upsell other items, e.g. cold counter, snacks, sides, drinks, coffee, retail etc.
• Process orders through the POS order system and serve as appropriate.
• Checks orders to ensure complete and correct order meets presentation and quality standards.
• Serves courses at appropriate time intervals.
• May package orders for take-out.
• Serve alcoholic and non-alcoholic drinks as requested adhering to Weights and Measures compliance, utilising appropriate glass for order.
• Maintains and follows sanitation and cleaning procedures e.g., glassware, equipment, storage areas, refrigerators; keeps bar and restaurant service area clean in a timely manner.
• Completes all necessary side work, including filling sugar pots, cleaning work spaces, stocking of shelves/fridges and daily tasks as required.
• Completes opening and closing procedures as per shift.

Events & Party Hosting

• Prepare for all parties and group bookings by reviewing event sheets, ensuring all required equipment, spaces, and resources are set up correctly in advance.
• Act as the dedicated host for children's parties and group events, delivering a fun, engaging, and well-organised experience from arrival through to departure.
• Meet and greet party guests in a warm and enthusiastic manner, introducing yourself and clearly explaining the schedule and expectations of the event.
• Deliver health and safety briefings in a clear, child-friendly and engaging way, ensuring all participants understand and follow site rules.
• Coordinate the flow of the party, including transitions between activities (e.g., adventure golf, driving range bays, food service), ensuring timings run smoothly.
• Lead and facilitate games, activities, and engagement throughout the event to maintain energy, enjoyment, and guest interaction.
• Serve food and drinks efficiently while ensuring presentation and quality standards are met.
• Maintain a strong, visible presence throughout the event, remaining approachable and responsive to guest needs at all times.
• Liaise with parents, group organisers, or corporate hosts to ensure expectations are met and any requests are handled promptly.
• Support corporate and group functions by assisting with team organisation, equipment distribution, and event coordination as required.
• Identify opportunities to enhance the customer experience and maximise revenue through upselling of food, drinks, and retail items during events.
• Ensure party areas are reset, clean, and ready for the next booking in line with operational standards.

Course Marshall

• Ensure customers are adhering to the course rules and regulations.
• Ensure that slow play/progress is kept to a minimum.
• Reinforce Health & Safety notices as required.
• Greets customers utilising name where possible.
• Offers customers menu and informs specials and menu changes, makes suggestions, and answers questions regarding food, beverages, and service.
• Assist in the care and maintenance of all assets, inventory, and resources of the Food & Beverage division.
• Ensure that Health and Safety procedures are complied with at all times.

People & Compliance

• Ensure personal level of compliance within the BGL Academy is 100% at all times.
• Maintain a strong network with fellow Food & Beverage team members to support robust collaboration.
• Ensure all BGL procedures and policies are adhered to.
• Follows all company policies and procedures, e.g., attendance, timekeeping, dress code, name badge, appearance.
• Adhere and monitor compliance of purchasing policies and procedures.

Customer Experience

• Ensure that all team members consistently deliver outstanding service levels to achieve maximum customer satisfaction.

Our Values:

• Fun: We bring energy every day, we contribute to the happiness of the team, we deliver moments of delight and celebration.
• Ambition: We continually look to improve, we're prepared to play even if we don't always win, we take the positives and learn.
• Collaboration: We communicate clearly, openly and fairly, we're inclusive seeking to understand and appreciate differences, we contribute towards being a great team.
• Trust: We create safe spaces for all, we act responsibly and deliver on our promises, we believe in each other.