At a Glance
- Tasks: Lead a dynamic Welcome Team, ensuring exceptional customer service and managing café and retail operations.
- Company: Join Freedom Leisure, a leading charitable leisure trust focused on improving lives through leisure.
- Benefits: Enjoy a competitive salary, pension, discounts, and fully funded training for career growth.
- Other info: Flexible hours with opportunities for progression in a supportive workplace.
- Why this job: Make a real impact in your community while developing your leadership skills in a fun environment.
- Qualifications: Experience in management, customer service, and a passion for hospitality are essential.
The predicted salary is between 27510 - 27510 £ per year.
Description
At Freedom Leisure, we're all about positive vibes, great people, and making a real impact.
Yes, we run leisure and cultural facilities, gyms, and swimming pools, but at the heart of it all, it's our people who make the difference.
As one of the UK's leading charitable leisure trusts, we're proud of our mission: Improving Lives Through Leisure.
We're here to help communities live healthier, happier lives by making our centres welcoming, inclusive, and accessible to everyone, because everyone deserves to feel good.
We're all about delivering amazing customer service with a smile every single day.
We create spaces where people feel at home, supported, and inspired.
If you're passionate about helping others, leading teams, and creating exceptional experiences, you'll feel right at home with us.
With over 130 centres across England and Wales, there are fantastic opportunities to develop your career.
Many of our colleagues have built rewarding careers through leadership, hospitality, customer service, and leisure management pathways.
We're proud to be a workplace where everyone is welcome, valued, and supported to thrive, because when our team reflects the communities we serve, we all grow stronger together.
This is your place. This is where you matter.
We are looking for an enthusiastic, customer-focused and commercially minded Welcome Team Manager to lead our Reception, Café and Retail operations.
This is a varied and exciting role where you'll lead by example, ensuring every customer receives a warm and professional welcome while driving high standards across customer service, catering, retail, memberships and bookings.
You'll be responsible for developing a high-performing team, creating a positive customer experience and taking ownership of catering and retail performance to help deliver and exceed income and profitability targets.
Key Responsibilities
- Customer Service & Reception
- Lead and Manage the Welcome Team to always deliver exceptional customer service.
- Ensure all visitors receive a friendly, professional and welcoming experience.
- Support enquiries, bookings and memberships in person, online and by telephone.
- Ensure reception areas remain clean, welcoming and informative.
- Operate and oversee booking, membership and till systems accurately.
- Promote centre activities, memberships, facilities and services.
- Ensure all cash handling and payment procedures are followed correctly.
- Café & Retail Operations
- Lead and Manage the day-to-day operation of the café and retail areas.
- Prepare and serve hot and cold drinks, including barista-style coffee when required.
- Maintain excellent food hygiene, health and safety, and compliance standards.
- Support hospitality, events, parties and catering activities across the centre.
- Manage stock levels, stock rotation, stock takes, vending operations and wastage controls.
- Ensure supplier and brand standards are maintained, including Costa standards where applicable.
- Keep café and retail spaces clean, organised and customer friendly.
- Leadership, Management & Team Development
- Recruit, train, coach and support members of the Welcome Team.
- Create a positive, motivated and customer-focused working environment.
- Support colleagues to become multi-skilled across reception, catering, retail and membership services.
- Lead by example during busy operational periods.
- Monitor performance and encourage continuous improvement and development.
- Commercial Performance
- Take ownership of Catering and Retail commercial performance.
- Drive upselling and cross-selling opportunities across all customer touchpoints.
- Monitor income and gross profit performance against budgets.
- Develop and implement plans to achieve and exceed sales and profitability targets.
- Work closely with Site, Area and Commercial Managers to maximise business opportunities.
If you're passionate about people, customer service, hospitality and commercial success, we'd love to hear from you.
In the event that a high volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.
Requirements
We're looking for someone who is
- Passionate about delivering outstanding customer experiences.
- An experienced Manager / Team leader who enjoys motivating and developing people.
- Commercially aware with a track record of driving sales and performance.
- Confident managing multiple priorities in a busy environment.
- Organised, proactive and solution focused.
- Flexible, reliable and approachable.
- Committed to maintaining high standards of service, presentation and compliance.
Desirable Skills & Experience
- Previous supervisory or management experience within hospitality, catering, retail, leisure, or customer service.
- Experience managing budgets, income targets and gross profit performance.
- Experience of stock control and food safety compliance.
- Barista and café operations experience.
- Experience working with booking, membership, or EPOS systems.
Benefits
We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind, so what can we offer you?
- Company pension
- Cycle-to-work and car leasing tax-efficient schemes
- Discounted staff membership (including family members)
- Employee Assistance Programme: 24/7 confidential, independent and professional counselling
- Financial advice
- Incremental annual leave entitlement
- My Staff Shop employee benefits scheme, offering discounts on cinema tickets, travel, high street e-vouchers, gift cards, days out, leisure activities and everyday spending
- Fully funded training and development, with career progression opportunities
- Various insurance and savings schemes
Freedom Leisure is proud to be an equal opportunities employer.
We are committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults, and we expect all staff and volunteers to share this commitment.
Welcome Team Manager - Full Time - Withdean Sports Complex employer: Freedom Leisure
Freedom Leisure in Hove is an excellent employer that prioritises outstanding customer service and teamwork, making it a rewarding place to work. With a supportive work environment, employees benefit from professional development opportunities and an attractive benefits package, ensuring that your contributions are valued and recognised. Join us to be part of a dynamic team dedicated to creating memorable experiences for our guests.
StudySmarter Expert Advice🤫
We think this is how you could land Welcome Team Manager - Full Time - Withdean Sports Complex
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Freedom Leisure. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Freedom Leisure
Don't be shy about reaching out to Freedom Leisure directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Welcome Team Manager - Full Time - Withdean Sports Complex
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Freedom Leisure and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Freedom Leisure
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
