The Concourse Supervisor plays a vital leadership role in delivering a high-quality, efficient, and welcoming service across all concourse outlets. They are responsible for leading and motivating the kiosk team to provide exceptional customer service, uphold the highest standards of safety and cleanliness, and deliver a smooth, professional operation on every matchday.
On non-match days, the Concourse Supervisor ensures that all kiosks, equipment, and surrounding areas are organised, replenished, and ready for the next event.
What you'll be doing:
People & Leadership
* Lead, motivate, and empower the Kiosk and Concourse Team to deliver exceptional service and uphold Club values at all times.
* Recruit, train, and induct new staff to ensure confidence, professionalism, and consistency across all kiosks.
* Schedule and manage staffing levels, including agency bookings, to match operational needs and ensure efficient service.
* Deliver clear pre-match briefings and debriefs that promote a team-first attitude and celebrate success.
* Encourage curiosity, learning, and growth within the team - supporting individuals to develop their skills and confidence.
* Lead by example, promoting professionalism, positivity, and pride in every task.
Operational Excellence
* Take ownership for the preparation, delivery, and close-down of all kiosk and concourse operations.
* Ensure all kiosks are fully operational, stocked, and ready to meet business demands.
* Maintain accurate stock levels, ensure correct ordering, and oversee stock distribution and rotation to minimise waste.
* Record all food and drink wastage post-match and report figures to the Stocktaker and Head of Food & Beverage.
* Conduct regular audits following matchdays, producing clear action plans for restocking, cleaning, and improvement.
* Complete all required matchday documentation including control sheets, expiry logs, and staff timesheets.
* Ensure all equipment (pie warmers, fryers, ovens, etc.) is clean, maintained, and safe for use, with fryer oil filtered or replaced as required.
* Support the Head of Food & Beverage in identifying process improvements to enhance efficiency and guest experience.
Fan Experience
* Lead by example in providing an energetic, friendly, and professional service to all supporters and guests.
* Promote a positive and welcoming matchday atmosphere across all concourse areas.
* Respond quickly and effectively to issues or complaints, resolving them with professionalism and care.
* Champion our Hospitality Basics - attention to detail, pride in presentation, and passion for creating memorable fan experiences.
Health, Safety & Hygiene
* Ensure all food safety, hygiene, and cleanliness standards are maintained across the concourse areas at all times.
* Make sure staff follow all Food Safety, HACCP, and COSHH procedures correctly.
* Report any faulty equipment or maintenance issues promptly to the Maintenance Team or Head of Food & Beverage.
* Take responsibility for safe working practices and promote a culture of safety awareness across the team
EXPERIENCE/QUALIFICATIONS REQUIRED
* Previous experience in a fast-paced hospitality, stadium, or catering environment
* Proven supervisory or team leadership experience.
* Level 2 Food Safety Certificate
* Recognised catering or hospitality qualification (desirable).
* Knowledge of HACCP, COSHH, and health and safety regulations.
PERSONAL SPECIFICATION - SKILLS/ABILITIES REQUIRED
* Team Player: Puts the team first, fostering collaboration and unity.
* Professional: Leads by example with consistency, reliability, and respect.
* Empowering: Builds confidence and trust within the team through encouragement and support.
* Curious: Open to learning and improving operational practices.
* Appreciative: Recognises great performance and celebrates success.
* Energetic: Brings enthusiasm and pride to every matchday.
* Organised & Responsible: Keeps the concourse running smoothly and efficiently.
SAFEGUARDING RESPONSIBILITIES
We are committed to ensuring everyone who engages with the Club has a positive, safe, and supportive experience. Staff are required to comply with all aspects of the Club Safeguarding Policies and arrangements and to take personal responsibility and care to enable strong safeguarding practices to be embedded across the Club.
This role will require a Basic DBS check
HEALTH & SAFETY RESPONSIBILITIES
* Take responsibility and care for the health and safety of yourself and other employees and members of the public who may be affected by your acts or omissions at work.
* To comply with all aspects of the Club's Health & Safety Policy and arrangements, to enable the company to perform its civil and statutory obligations in relation to Health & Safety.
EQUALITY, DIVERSITY AND INCLUSION RESPONSIBILITIES
* Hold a commitment to equality, diversity and inclusion in the workplace.
Job Types: Full-time, Permanent
Pay: £26,000.00-£27,000.00 per year
Work Location: In person