Front of House Manager - The Church

This is a full-time, management post based in The Church, Bristol. This demanding position will require a constant ability to operate the centre to the highest standards while continuously welcoming customers to a safe, friendly centre with appropriately trained staff. Strong leadership and teamwork skills with other senior managers are integral. The role will be expected to closely support the Centre Manager in the safe and profitable operation of The Church. You will deputise for The Centre Manager in their absence and support with Line Management of junior staff. This will require flexibility and adaptability between a number of key tasks within the centre. You will regularly be responsible for the safe operation of the centre.

The Front of House Manager will be responsible for training and ensuring all day-to-day operations staff like keeping the centre clean, safe and efficient whilst promoting a welcoming atmosphere for all customers. You will lead in the training of a team of staff and be able to provide exemplary standards throughout all aspects of the site. You will support the staff rota, dealing with cover and the administration of holiday and sickness.

The role will act as an ambassador for the company, providing an exemplary level of service for our customers and staff.

Role Specific Responsibility

• Provide close support and teamwork with the Centre Manager, deputise their role during times of absence.
• Guarantee the best possible customer experience at The Church ensuring a friendly and welcoming atmosphere. Work to allow TCA to resolve any customer concerns or issues promptly.
• Ensure the proper operation of the centre’s safety policy with regard to customer registration and visits and maintain the digital records which support it;
• Manage and train front-of-house staff, including hiring and scheduling
• Provide clear leadership and communication to staff to enable TCA to reach sales targets whilst maintaining fantastic customer service. Will require a lead role in managing TCAs till and booking system at the front desk.
• Oversee daily operations, including cash handling, equipment maintenance, and facility cleanliness
• Support the quarterly rota developments by the centre management. This will include administration of sickness, holiday and appropriate cover.
• Ensure The Church staff are appropriately trained, using probation and performance management meetings to manage this.
• Assist in the coordination of special events and promotions, including competitions.
• Will be required to fulfil all general Senior Duty Manager responsibilities . At least 50% of their time working will be based on shifts as a Duty Manager and/or Instructor. 
• To provide regular updates to the Centre Manager
• The post holder is expected to undertake any other reasonable duties within their capabilities and the scope of the post as specified by the Center Manager.

Essential Skills

• 3+ years of customer service and/or sales 
• 3+ years working at a climbing wall including time as a Duty Manager
• Experience of managing a team of part-time staff
• CWI qualified or equivalent and good background of climbing experience
• Experience of managing a budget
• Strong leadership skills
• Excellent communication skills written and verbal
• Excellent organisational and time management abilities
• Experienced user of Sheets, Docs
• Problem solving skills
• Working in a fast paced environment and working to deadlines

Desirable Skills

• 2-day first aid course
• Coaching qualification
• Food Hygiene certificate
• Leadership management or training/qualification

Pay: £27,450 to £34,000 per annum (dependent on experience)

Bonus: Up to 2.5% (dependent on the performance of the business)

Hours: Full-time (160 hours per rota including breaks). Evening and weekend work will be required.

Training: We will encourage and facilitate your development as a manager through off the job training and development

Holiday: 28 days per year

Benefits: Pension of 3% of salary, company laptop, discounts on shop and cafe products, free climbing at all our centres