Front of House Manager

Salary: £27,000

Tyneside Cinema is looking for a new Front of House Manager.

The Front of House Manager will ensure the smooth cohesion and unified operation between cinema and hospitality spaces through effective leadership and efficient organisation.

They will take responsibility for the development and delivery of excellent customer service standards across the organisation, ensuring high standards are met daily.

They will support the Head of Cinema to ensure health safety standards across the organisation are met, leading a guest-facing team to support the growth of the business and build an excellent experience for our guests.

Role details

• Full-time
• Permanent
• To find out more and apply, see Tyneside Cinema’s Jobs and Opportunities page

Role responsibilities

• Direct line management of Front of House supervisors and assistants to drive service standards and ensure statutory Health & Safety and food safety compliance.
• Duty management of the day-to-day operation of the venue, leading by example with a focus on effective and efficient staff deployment, cost controls, and guest service.
• Ensure all people management processes are effectively managed, including the recruitment, onboarding, and ongoing training and development of the team.
• Lead staff training and initiatives to ensure the FOH team has the required knowledge to maintain consistent standards across the organisation. Develop the FOH team to increase experience, utilise skillsets, and provide succession planning.
• Lead a weekly Operations meeting to ensure all relevant teams within the organisation are engaged with the delivery of service relating to the programme.
• Oversee customer experience management, maintaining and enhancing service standards to provide a seamless and enjoyable experience for all visitors.
• Address and resolve customer inquiries and complaints promptly and
  professionally, ensuring customer satisfaction.
• Develop and manage systems and processes to improve efficiency and service delivery.
• Work closely with other departments to ensure cohesive operations and communication.
• Ensure compliance with alcohol license conditions, responsible sale of alcohol, health and safety, and data protection regulations.
• Manage resource and cost efficiencies, including controlling wage percentages and other expenses.
• Collaborate with department heads, including Marketing, Events, and Operations, to ensure alignment of FOH activities with broader cinema goals.
• Work closely with the HR team to support recruitment, training, and development initiatives.
• Engage with patrons and community members to foster positive relationships and promote the cinema’s offerings.
• Coverage of senior management duties where needed.

Person specifications

• 3+ years managing in a customer service or hospitality environment.
• Understanding of Liquor License Conditions & Codes of Practice, Responsible Sale of Alcohol, Health & Safety, Food Safety policies, and Data Protection.
• Effective resource and cost management, including wage percentage control.
• Experience in Change Leadership, to facilitate organizational changes with a positive, forward-thinking approach.
• Strong skills in coaching and delivering training to improve performance.
• Technologically proficient and able to keep up to date with advancements and implement change.
• Building and maintaining third-party relationships.
• Excellent communication and interpersonal skills to deliver confident customer relationship management.
• Positive can-do attitude, friendly and personable.
• High levels of literacy and numeracy, and strong problem-solving skills.
• Level 3 Food Hygiene Certificate / Food Allergy Awareness Training.

How to apply

• To find out more and apply, see Tyneside Cinema’s Jobs and Opportunities page and job pack

The closing date for this position is 06/12/2024 at 17:00