Royal Norwich is more than just a golf club. Nestled within a magnificent 400-year-old parkland estate on the outskirts of Norwich, and with a proud heritage spanning over 130 years, we blend tradition and innovation to deliver an exceptional golfing and hospitality experience.
Renowned for our warm and welcoming atmosphere, we invite members, guests, and visitors alike to enjoy everything our estate has to offer. Our outstanding facilities include an 18-hole championship golf course, a 6-hole academy course, driving range featuring Toptracer technology, and a padel court.
Beyond the fairways, you’ll discover a selection of versatile conference and event spaces, a spacious dining area with fantastic views across the course, a modern gym, and a dedicated children’s play area making Royal Norwich a truly unique destination for all.
The Role
To visibly and actively assist in leading the hospitality and facility provision at the Stables, providing great service and standards to golfers, visitors, members and all guests alike. Working with the Hospitality team, contribute towards the strategic plan to grow the hospitality division of the business into a significant profit centre for the club while maintaining our built assets and ensuring compliance to all relevant statutory obligations. Acting as an ambassador for the club, exhibiting our core values at all times while working collaboratively with the whole Management Team for the good of the Club at all times.
As Assistant Hospitality Manager at Royal Norwich you will assist in leading the FOH hospitality team by setting inspirational examples and maintaining motivation through positive actions. You will be the welcoming smile that greets our guests upon arrival and engage with each and every guest in a consistent manner to ensure consistency of service within the business. You will be a driving force of exceptional service standards through positive engagement and leadership with your team.
Operational/Strategic Responsibilities
* Oversee day-to-day shift operations of all front of house team, housekeeping and service offerings in The Stables and ensuring the highest level of guest satisfaction and service standards are in place.
* Coordinate with other departments, such as the golf operations, sales & events and the greenkeeping team to ensure seamless hospitality operations.
* Contribute toward reviewing, developing and implementing policies, standard operating procedures and improved standards to enhance guest satisfaction, streamline operations and ensure compliance.
* Ensure a high level of customer service by leading and motivating the front of house team, setting performance expectations and providing ongoing training and development to the team members.
* Monitor guest feedback and satisfaction metrics, implementing improvement initiatives based on feedback and trends.
* Continuously seek opportunities to enhance guest experiences and streamline operations.
* Contribute towards F&B revenue and marketing initiatives working closely with the Hospitality Management team and marketing resources to deliver the annual budget
* Work closely with the Hospitality Manager, FOH & BOH Team members to ensure a 5* food hygiene rating is achieved across the business.
* Hands on shift management as dictated by the business.
* Support the management of the POS till systems to ensure the correct items are available to sell at the correct pricing.
* Contribute to ensuring, with the support of the Compliance Manager, all of the Hospitality team are trained and working in accordance with the law on the sale of alcohol, food safety and health and safety in the workplace.
* Manage complaints as and when the occur or escalate any issues that require higher management input.
* Report any equipment breakdowns to ensure they are resolved in a timely manner.
* Conduct end of shift checks in both BOH & FOH areas to ensure that close down checklists and compliance documents have been completed and cleanliness is at an acceptable level before leaving the business.
* Ensure that purchasing/ordering is kept in line with budgets and using products from agreed suppliers only.
* Manage wage costs in line with budgets in all responsible areas.
* Contribute towards ensuring menu items are produced to spec before leaving the kitchen or bar to ensure costs are accurately controlled on GP’s.
* Attend weekly meetings with the Hospitality management team to discuss weekly targets budgets.
* Drive revenue to achieve agreed budgets
* Support the hospitality division by identifying new opportunities to promote sales/revenue within the hospitality division.
Leadership and Development
* Management and supervision of staff, including recruitment, training and performance evaluation.
* Provide ongoing coaching, mentorship and professional development opportunities to enhance staff performance and service delivery.
* Provide support and leadership in financial management to the head chef and Hospitality Managers.
* Provide training to FOH team to develop skills within their key areas
* Ensure compliance training is conducted and kept up to date.
* Provide support with training documents to enhance the onboarding experience within Royal Norwich Hospitality teams.
* Identify development opportunities within the team and provide feedback to the Hospitality Manager.
* Identity personal development needs and communicate these with the Hospitality Manager.
* To plan the labour resource effectively to meet the service criteria for the department and ensure fair shift patterns between team members and management.
* To appraise and assess all employees under your control annually according to guidelines.
* To ensure that high standards of hygiene, appearance and dress are practised by employees.
* To ensure all employees wear uniform in line with the company dress code
* Provide support and leadership to the FoH team during shifts.
* Provide clear service plans for each shift you are leading to ensure clarity of duties to the team.
* Support the events team with daily tasks as stipulated on the Event Plans.
* Ensure compliance with all relevant regulations, policies and industry standards, safety and environmental responsibilities.
* Manage HR situations professionally and effectively with support from the Hospitality Manager, HR department and MD where necessary in line with employment law guidelines
* Ensure cleanliness of the department is always in line with compliance regulations.
* Ensure weekly/daily checklists are always checked and adhered to and report and anomalies to the Hospitality management team each week.
Skills for the role
* 2+ years of experience in hospitality management/supervision, particularly in leisure or F & B establishments.
* A customer-centric mindset with a commitment to delivering outstanding customer service and a passion for creating memorable guest experiences.
* Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with guests, staff and vendors.
* Ability to multitask, prioritise and work under pressure in a fast-paced environment.
* Understanding of sustainability practices in the hospitality industry.
* Some knowledge and experience of working within a culinary team within a kitchen setting is preferred
Key Relationships
* Hospitality Manager
* Front of House Team
* Head Chef
Organisational Structure
* Reporting to the Hospitality Manager
Job Location
* Royal Norwich Golf Club, The Weston Estate, Weston Hall Road, Weston Longville, Norwich, NR9 5JZ
Responsible for
* Hospitality Team
Basic Salary
* TBC
Company Benefits
* Points Golf Membership or Gym Membership
* 20% off food and beverage
* 20% off Proshop items excluding hardware and electric trollies
* Discounted on meals whilst on shift
Expected Hours of Work
40 hours per week. The Assistant Hospitality Manager will be expected to work outside of normal office hours, this will include evenings and weekends to meet the needs of the business.
As an equal opportunities' employer, Royal Norwich is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Royal Norwich Golf Club.
Disclaimer: This Job Description includes, but is not limited to, the duties outlined above. The employee may be required to undertake additional duties outside of the remit of this job description depending on the needs of the business.
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