Overview
You will oversee all customer-facing aspects of the business, ensuring a smooth and positive experience for guests by managing operational staff to deliver outstanding customer service from the moment someone walks in the front door to the time they leave the site. This includes all reception staff, site marshals, restaurant service, bar service, event delivery team, bookings team and anyone else in a customer facing role.You will be confident, positive and comfortable working to tight deadlines and under pressure. Effective task management and attention to detail will be essential along with an ability to present well to colleagues as well as clients.
About us
Towcester Racecourse is a well-known racing and hospitality venue. Hosting live greyhound racing six days a week and home to the English Greyhound Derby, this is just a part of what the site has to offer. The venue includes a 400 seat restaurant, hospitality boxes, fast food and drink outlets, a large outdoor space for festivals and concerts together with inside space for conferences and business meetings.
Youll find us to be a company thats focused on being an employer of choice where people thrive, and your voice is truly heard. We are a Living Wage, Hours and Pension Accredited Employer and Disability Confident Committed. We empower our colleagues to do great work by investing in learning, personal development, and technology.
Principal accountabilities and responsibilities
* Manage restaurant and event reservations and seating arrangements including the booking team and any service fulfilment staff.
* Work closely with the Food and Beverage Manager to co-ordinate with the kitchen and bar to ensure timely and accurate service and agree on a process for efficiently linking the food preparation to the service delivery.
* Supervise and lead front-of-house staff, including hosts, servers, bartenders, marshals, receptionists and other customer-facing personnel.
* Implement a training and onboarding regime in order for staff to maintain a specific standard of service and monitor all staff against this standard
* Proactively manage complaints from customers to understand root causes and provide quibble free resolutions whilst establishing improvements to proves and internal feedback to reduce repeat issues
* Establish the uniforms for all customer facing staff and ensure these are provided and the attire is at the required presentation levels for all staff
* Planning all duty rotas to cover the service areas in accordance with the requirements of the event diary
* Ensure the front of house team:
* Prepare tables for guests, including linen, cutlery and glassware.
* Have all service areas set up prior to the arrival of customers.
* Take food and beverage orders in a timely manner.
* Are always vigilant to the Challenge 25 policy and all findings to be recorded following company guidelines.
* Identify projects to improve the venue including the methods of delivering service and the management of customers through the site.
* Manage the environmental control for health and safety in all service delivery areas at the venue including cleanliness, audit, certification and identifying areas for environmental improvement and operational efficiency.
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