JOB TITLE: / Senior Hospitality Host
Job Description
Department: / Hospitality / Salary Range / -Line Manager / Kylie Nixon / Hourly Rate / £8.50
1) /
JOB PURPOSE
To support the Hospitality Manager with supervising and managing the Hospitality Hosts and hospitality areas as and when required on event nights (predominantly evenings and weekends) and provide front of house support for all hospitality areas.
2) /KEY DUTIES AND RESPONSIBILITIES
Generic Responsibilities
1. Play a leading role within the Hospitality Team on event days by supporting the Hospitality Manager and Hospitality Sales Executive as and when required.
2. To update the relevant company databases / ticketing systems with accurate client and sales information and ensure all data is managed in line with Data Protection policies and procedures.
3. Liaise with the Front of House Manager, CSG and the Catering Team to highlight and resolve any production or catering issues related to the hospitality areas.
4. Assist the Hospitality Manager as and when necessary, to service the needs of our annual hospitality clients.
5. Undertake all other tasks and duties which may be allocated from the Front of House Manager to support the wider business.
Specific Responsibilities
1. Support and supervise the Hospitality Host Receptionists as and when required on event nights and act as the hospitality department lead for specific events.
2. To meet and greet all hospitality clients and their guests upon arrival and manage all hospitality ticket collections.
3. Resolve all hospitality ticket queries, issues and complaints received from clients on the night. This includes utilising the in-house booking system to print duplicate tickets and process hospitality upgrades.
4. Process new hospitality ticket sales via the in-house booking system and distribute to clients as necessary, ensuring 100% accuracy. This includes ensuring all internal sales, marketing and finance processes and procedures are adhered to.
5. Liaise with all hospitality clients to ensure their experience meets expectations and make recommendations for change to the Hospitality Manager based on your findings. This includes building relationships with annual clients and all regular bookers.
6. Fully manage the suite check and set up process, in preparation for all hospitality guests arrival.
7. As part of this position it is expected that you work all events unless requested otherwise.
8. To provide administration support to the Hospitality Team in office hours during busy periods. This includes processing hospitality tickets over the phone, answering emails and fulfilment of all hospitality packages.
3) /HEALTH & SAFETY, CUSTOMER CARE AND EQUAL OPPORTUNITY STATEMENT
All staff are expected to maintain high standards of customer care, to uphold the Equality and Diversity Policy and Health & Safety standards, and to participate in training activities necessary to their post.
4) /OTHER DUTIES
This is not a complete statement of all duties and responsibilities of this post. The post holder may be required to carry out any other duties as directed by a manager. The responsibility level of any other duties should not exceed those outlined above.
5) /POST TITLE, AND NUMBER OF ANY STAFF SUPERVISED BY THE POST HOLDER
Hospitality Host and Receptionist Role 6 - 10 Number
XXX Role x Number
XXX Role x Number
This is not meant to be a definitive list of posts supervised by the postholder, and there may be a requirement, in the future, to manage or supervise additional staff according to the needs of the business.
JOB TITLE: / Senior Hospitality HostPerson Specification
Department: / Hospitality / Salary Range:Line Manager: / Kylie Nixon / Hourly Rate:
AREAS OF RESPONSIBILITY / REQUIREMENTS / MEASUREMENT /
A / T / I /
Experience & Knowledge / Ability to solve problems, resolve complaints and stay calm in busy and potentially stressful situations
Strong IT skills and the ability to use Excel package and preferably experience with database systems
Previous Supervisor experience would be preferable
Proven experience within an office environment, to include strong administration and organisational skills
Customer Focus / Strong communication skills with a customer focussed attitude
Ability to work and build positive relationships with other internal departments and external partners.
General / Self-motivated with ability to work on own initiative or as part of a team
Professional approach to work.
Job Circumstances / Flexible working hours including weekends and evenings
Equality and Diversity / Must demonstrate an awareness of equality issues, and a commitment to the implementation of the National Ice Centre Equality and Diversity Policy.
Ability to challenge discriminatory behaviour.
A = Application
T = Test
I = Interview
Recruitment and Selection Policy (V3) – Appendix 2 July 2017