Assistant Hospitality Manager

Transcription

1 Job Description Person Specification January 2019 wycombeswan.co.uk hqtheatres.com The UK s premier provider of live entertainment and hospitality

2 is one of 12 venues within HQ Theatres & Hospitality s (HQT&H) current portfolio of regional theatres and concert halls. HQT&H currently manages 18 auditoria on behalf of local authorities, with capacities ranging from a 200 seat arts centre to a 2,400 seated/standing theatre. Last year HQT&H programmed a total of 2,354 shows which attracted attendances of over 1.5 million. HQ Theatres & Hospitality (HQT&H), the UK s second-largest venue operator, is a division of Qdos Entertainment Ltd, one of the largest entertainment Groups in Europe. is a vibrant and dynamic place to work - a venue which presents some of the best music, theatre and comedy in the country. We always provide our staff with the best opportunities to train and develop within the organisation. As well as aspirational plans to build audiences through high quality programming in our three distinct spaces (Swan Theatre, Town Hall, and Oak Room), we have key targets to drive the commercial success of the business through offering exceptional service to our customers. We want all visitors to the Swan to be able to enjoy World Class Service and this role will be a vital part of delivering this aim. Employment type: Salary: Hours: Work location: Purpose of the role: Our ideal candidate: Full Time C 24, per week over 5 days out of 7, subject to variation to meet business requirements. Working hours will include evenings, weekends and Bank Holidays. You will be based at Theatre & Town Hall and may be required to travel to and work at other HQT&H venues. Approved travel expenses will be reimbursed. Supporting the Hospitality Manager in maximising income potential and controlling overheads in order to achieve financial targets in all areas related to the theatre customer journey and additional hospitality events. The will have strong leadership skills, the desire and ability to make a difference, passion for the hospitality industry and solid organisational skills. For an informal discussion contact: Fiona Martin, General Manager fmartin@wycombeswan.co.uk Closing date: Sunday 17 th February 2019 How to apply: Complete the application form and submit with a covering letter to admin@wycombeswan.co.uk with the subject title. Tell us why you think you are suited to this role, why it interests you and how we ll benefit from having you on board! Enclose a CV too if you wish.

3 REPORTING The post holder reports to the General Manager / Hospitality Manager. The following posts report to the : Team Leaders, casual bar and hospitality staff Strategic In collaboration with the Hospitality Manager and the venue s senior management team, uphold the conditions of the venue s licenses. In collaboration with the Hospitality Manager, help to meet overall business, profit and service targets through understanding and implementing the venue s service vision and aims. Put forward new ideas and suggestions regarding the venue s hospitality offer and how it stands up among its competitors, to help improve the venue s profitability and service. Operational Deputise for the Hospitality Manager in his/her absence. Assist the Hospitality Manager with planning, organising and co-ordinating the hospitality department s operation, in particular (but not limited to) supervising and/or assisting with - Ensure stock levels are maintained to a good level at all times; - promoting good customer and staff relations; - prompt and accurate service of liquor, beverages and bar food; - achieving and maintaining high standards of cleanliness and customer satisfaction; - delivering pre-service briefings to staff, emphasising particular show or event requirements and special promotions; Assist in the smooth operation and control of all beers, wines and spirits service, maintaining total security of liquor and food stock as instructed. Assist the Hospitality Manager in ensuring all hospitality department equipment is adequately maintained through monitoring, due care and diligence. Take total operational responsibility of duties delegated by the Hospitality Manager or other member of the management team, ensuring effective communication between management and staff at all times. Ensure correct opening and closing down procedures are adhered to for each shift, with particular emphasis on liquor stock. Help to organise and proactively contribute to team, department and other meetings as required. Assist at outside catering events as required.

4 Financial Undertake banking responsibilities on a rota basis, as required. Issue floats and reconcile the duty safe as required. Cash up tills and record banking as required and in accordance with Company policy and procedures. Assist the Hospitality Manager in achieving budget and wastage control targets through planning, management, intervention and reporting. Administration Assist the Hospitality Manager in ensuring all operational administration procedures are adhered to, in particular input of labour tracker data, invoice processing and payroll information as required. Adopt a reactive and flexible approach to planning, prioritising and implementing any relevant administration duties whilst at all times maintaining a hands-on approach and focus to the job role and the department. Health & Safety Ensure compliance to the Licensing Act 2003 and the venue licenses as appropriate. As directed, ensure appropriate quality control measures and hygiene practices are at all times implemented and achieved in accordance with health and safety legislation and Company policy. In conjunction with the Hospitality Manager, ensure the Company s Health and Safety Policy is fully promoted and adhered to. Support managers in the dissemination, implementation and promotion of Company and local health and safety procedures and best practice including Safe Systems of Work (SSOW). In accordance with the Company s Food Safety Management Policy, participate in the HACCAP procedure, ensuring correct adherence to the KRB, including cleaning rotas and closedown procedures. Staff Supervision Assist the Hospitality Manager in ensuring staffing levels are always appropriate to meet business and service requirements. Effectively undertake all supervisory responsibilities including inductions and rostering. Assist the Hospitality Manager as required in managing the hospitality team s work performance, attendance, training and development. Ensure that objectives, targets and work performance standards are understood and owned by the hospitality team through appropriate communication and participation. Ensure the hospitality team is kept up to date with, and has access to the latest versions of Company policies, health and safety and other relevant information pertaining to their employment and job roles. Recruitment, Training and Development In collaboration with the Hospitality Manager and venue administration manager, assist with hospitality team recruitment and on-boarding, with the aim of always attracting and engaging the best available talent.

5 Assist the Hospitality Manager with effectively planning and co-ordinate the training, development and learning requirements of the hospitality team, with an emphasis on customer service, sales through service and health and safety. Deliver training on a regular basis Undertake personal training and development relevant to the successful execution of the job role. Other Responsibilities Dress in accordance with Company policy and as appropriate for the job role, wearing protective clothing where issued and as instructed. At all times, act as an ambassador for the venue and HQT&H. The post holder with carry out any other duties as appropriate to the post and as requested by the Theatre Director and General Manager. This Job Description is not an exhaustive description of your duties. You will be required to adopt a flexible approach to your role and responsibilities. In particular, from time to time, you may be required to undertake such alternative or additional duties as may be commensurate with your skills, experience and capabilities.

6 PERSON SPECIFICATION In order to be considered for this post you will need to evidence and demonstrate: Essential Experience Skills Hands-on bar and waiting experience within a busy hospitality service environment. Proven experience as a successful supervisor, leader and motivator of a busy hospitality team. Proven experience of successfully delivering a high standard of customer service within a quality hospitality operation. Previous experience of training staff in a team leader or supervisory capacity. Cash handling and cash reconciliation experience. Knowledge Qualifications Attitude Desirable At least a basic level of competency using Outlook, Word and Excel. The ability to communicate professionally, clearly and effectively with colleagues, the public, stakeholders and industry professionals. Good organisational and planning skills and the ability to delegate effectively to others. A team player who leads from the front. The ability to work calmly and effectively in a pressurised and multi-tasking work environment. A working knowledge and understanding of current Food Hygiene and Health and Safety legislation, rules and regulations. Food Hygiene and COSHH accreditation. A desire to deliver a consistently excellent customer experience. A can-do attitude and a positive, flexible approach to the job role, work colleagues, peers and partnerships. A presentable, professional and approachable manner which sets an example for others to follow. A willingness to work evenings, weekends and/or Bank Holidays. A desire to undertake training, learning and development relevant to the job role. NVQ Level 2 hospitality accreditation, or similar. Experience of successfully recruiting and engaging staff. An interest in and empathy with theatre and the arts. A Personal License holder