Ashton Gate Stadium is a unique sports and entertainment business with the core aim of providing integral support services to ensure the sustainability of Stephen Lansdown's sporting group of companies which includes Bristol Sport, Bristol City, Bristol Bears, Bristol Flyers Basketball and each of their respective community charities.
Job Purpose
To oversee the delivery of hospitality across the Front of house department, ensuring the team deliver excellent quality service throughout all match day and non-match day events. Provide clients and guests with excellent customer service, delivering a world class experience for all visitors to the stadium
KEY OBJECTIVES
* Ensure the Front of House operations team deliver a premium hospitality experience for guests across all events at the stadium
* Act as Duty Manager where required, responding to staff and guest queries on the day
* Build strong relationships with key clients, and lead the Ashton Gate welcome experience for new and returning customers
* Support the delivery of hospitality across events, ensuring the team are delivering a first-class service
* Support the coordination of scheduling resource for events, ensuring appropriate staffing levels whilst maintaining control of the payroll budget.
* Support the compliance of the Health and Safety processes across department including training and audits
* Ensure all staff receive relevant hospitality training to deliver a world class experience for guests and clients
* Work in line with Ashton Gate's Mission, Vision and Values, embracing the fast-paced nature of this innovative and progressive venue
* Support the wider Front of House Operations team as necessary
KEY RESPONSIBILITIES (KPIs)
* Client and guest satisfaction – measured via client feedback, venue verdict results and mystery shopper audits
* Labour costs – measured by balancing optimum staffing levels with the agreed resource budget
* Health and Safety – measured by EHO score of 5 stars
KEY RELATIONSHIPS
Front of House Operations team
Venue Sales team
Hospitality Sales Team
Wider Bristol Sport/Ashton Gate internal teams
Essential Skills
High quality customer experience skills
Experience of hospitality in large venue events
People management within large-scale teams
H&S
Ensure all health and safety procedures are followed, with relevant paperwork to support
Report all incidents and accidents as required
To report any hazards detected
To complete and review the risk assessments for the department
Hours
: 5 out of 7 days including evenings and weekends
Salary
: up to £30,000 per annum
Equal Opportunities
We are committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no employee receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.
Safeguarding
Ashton Gate Ltd is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees to share this commitment.