Front of House Team Leader in Hatfield

About Mill Green

Mill Green is a premier venue known for hosting unforgettable events. We pride ourselves on our commitment to excellence and unforgettable guest experiences. As we continue to grow, we are looking for a passionate and dedicated Front of House Team Leader to join our dynamic team.

Role Overview

As a Front of House Team Leader, you will play a crucial role in coordination and execution of events. This position demands a proactive approach to mobilising the team and delivering an exceptional customer experience. You will be at the heart of ensuring each customer has an enjoyable and memorable experience with us at Mill Green.

Duties

• Leadership and Supervision
  • Lead and supervise front-of-house (FOH) staff to ensure a high standard of performance and customer service.
  • Conduct regular team meetings to update, set expectations, and provide feedback.
  • Mentor and train new FOH staff, clarifying their roles and responsibilities.
• Customer Service
  • Provide prompt, courteous, and high-quality service to all customers.
  • Effectively handle customer complaints and feedback, aiming for immediate resolution.
  • Maintain a visible presence on the floor to greet and interact with guests.
• Operations Management
  • Oversee daily FOH operations, including opening and closing procedures.
  • Ensure cleanliness, organization, and visual appeal of all FOH areas.
  • Coordinate with the kitchen team to ensure seamless service and communication.
• Event Coordination
  • Collaborate with the event planning team to ensure successful execution of events.
  • Manage event setup, including seating arrangements, decorations, and AV equipment.
  • Supervise FOH staff during events, ensuring exceptional service.
• Inventory and Supplies
  • Monitor and manage inventory of FOH supplies, such as linens, silverware, and cleaning materials.
  • Place orders for supplies as needed and ensure timely delivery.
  • Conduct regular inventory checks to minimize waste and loss.
• Policy and Procedure Implementation
  • Develop and implement FOH policies and procedures to maintain consistency and high standards.
  • Communicate policies and procedures to FOH staff and ensure adherence.
  • Update policies and procedures as necessary to reflect operational or regulatory changes.
• Interpersonal Responsibilities
  • Foster a positive and collaborative working environment within the FOH team.
  • Encourage teamwork and effective communication among FOH staff.
  • Collaborate with other departments, such as the kitchen and event planning teams, to ensure smooth operations.

Requirements

• Minimum of 2-4 years of front-of-house experience in the hospitality industry.
• Proven track record of exceptional customer service and team management.
• Strong leadership, interpersonal, and communication skills.
• Ability to handle customer complaints and resolve conflicts effectively.
• Proficiency in using POS systems and relevant software.
• Familiarity with health and safety regulations in the hospitality industry.

Education and Certifications

• First aid and CPR certification is a plus.
• Personal license holder is a plus.
• Leadership or management training certification is advantageous.

Personal Attributes

• Passionate about providing excellent customer service.
• Strong problem-solving skills and a proactive approach to handling issues.
• Ability to inspire and motivate a team.
• Flexibility to work evenings, weekends, and holidays as required.
• Commitment to maintaining a positive and professional work environment.

Physical Requirements

• Ability to stand, walk, lift, and carry items up to 25 pounds.
• Ability to perform physically demanding tasks, such as setting up and tearing down event spaces.
• Good manual dexterity for handling various front-of-house tasks.
• Ability to operate kitchen equipment and POS systems efficiently.

Benefits

• Pension Plans
• Training & Development
• Free Golf
• 50% discount on food and beverage
• Staff referral programme