Front of House

Job Description

We are seeking an enthusiastic and professional Front of House professional to join our team in Swindon, United Kingdom. As the face of our establishment, you will deliver exceptional customer service and create a welcoming atmosphere for all guests and visitors. This role is ideal for someone who thrives in a fast-paced environment, takes pride in their work, and is committed to ensuring every interaction reflects our organization's values and commitment to excellence.

**Customer Service & Guest Experience**

• Welcome guests and visitors with warmth and professionalism, setting a positive tone for their experience
• Provide knowledgeable assistance regarding reservations, inquiries, and venue offerings
• Address guest concerns and resolve issues promptly and courteously
• Handle telephone, email, and face-to-face communications with efficiency and care
• Maintain an inclusive and engaging atmosphere that encourages guest satisfaction and loyalty

**Reception & Administrative Support**

• Manage reservations and guest registrations using booking systems and point-of-sale technology
• Process payments, transactions, and administrative documentation accurately
• Monitor and respond to inquiries in a timely manner
• Maintain organized and accurate guest records and operational documentation
• Support day-to-day administrative tasks as needed

**Venue Operations & Presentation**

• Execute opening and closing procedures according to established protocols
• Maintain high standards of cleanliness, organization, and presentation throughout all guest-facing areas
• Conduct regular facility checks and report maintenance issues or concerns
• Ensure compliance with health, safety, and security procedures at all times
• Manage inventory and supplies as required

**Sales & Revenue Support**

• Promote venue offerings, events, packages, and services to enhance guest experience
• Identify opportunities to increase revenue and support organizational sales targets
• Gather and communicate guest feedback to support continuous improvement initiatives
• Contribute to member or customer retention through exceptional service and engagement

**Team Collaboration**

• Work collaboratively with team members across all departments to ensure seamless operations
• Support colleagues during peak periods and special events
• Communicate effectively with management regarding operational needs and guest feedback

Qualifications

**Skills & Experience**

**Essential**

• Previous customer service, reception, or hospitality experience
• Excellent communication and interpersonal skills with the ability to engage diverse guests
• Strong organizational skills and meticulous attention to detail
• Proficiency with point-of-sale (POS) systems and booking software
• Competency with Microsoft Office applications
• Cash handling experience and accuracy with financial transactions
• Ability to work independently and collaboratively as part of a team
• Flexibility to work varied hours, including evenings, weekends, and peak periods
• Ability to manage multiple priorities simultaneously while maintaining composure
• Strong problem-solving skills and resourcefulness

**Desirable**

• Experience in hospitality, leisure, food and beverage, or entertainment venues
• Knowledge of or passion for the venue's specific industry or offerings
• First Aid or customer service certification
• Experience with guest management systems or customer relationship management (CRM) software

**Personal Attributes**

• Customer-focused mindset with genuine enthusiasm for delivering exceptional service
• Reliable, accountable, and professional in all interactions
• Friendly, approachable, and naturally empathetic
• Strong team player with collaborative spirit
• Professional appearance and excellent personal grooming standards
• Positive attitude and ability to remain calm under pressure
• Organized and detail-oriented approach to work
• Inclusive and respectful of diverse backgrounds and perspectives
• Motivated to contribute to a welcoming and efficient operation

Additional Information