Job Summary

The successful candidate will support the delivery of a high-quality hospitality experience, contributing to efficient daily operations, excellent customer service and a welcoming environment. The role involves working collaboratively with colleagues, responding to customer needs, maintaining high service standards and ensuring that operational, health and safety requirements are consistently followed.

Key Responsibilities

Hospitality Operations

· Support the smooth day-to-day operation of hospitality, food and beverage or customer service areas.

· Prepare service areas, equipment, products and workstations in line with operational requirements.

· Deliver friendly, professional and attentive service to customers, guests and colleagues.

· Follow established procedures for service delivery, opening and closing duties and operational handovers.

· Maintain clean, organised and presentable work areas throughout each shift.

· Assist with events, functions, bookings and other hospitality activities as required.

Customer Service and Communication

· Welcome customers and guests professionally and respond promptly to requests, enquiries and feedback.

· Take accurate orders, process transactions and provide clear information about products, services and facilities where required.

· Handle customer concerns calmly and courteously, referring complaints or complex matters to the appropriate manager.

· Communicate effectively with colleagues and other departments to support efficient service and customer satisfaction.

· Maintain a positive and inclusive experience for all customers, guests and team members.

Stock, Equipment and Financial Procedures

· Assist with receiving, checking, storing and rotating stock in accordance with company procedures.

· Monitor stock levels and report shortages, damaged products, equipment faults or discrepancies to the relevant manager.

· Use equipment, tills, payment systems and other operational tools safely and correctly.

· Follow procedures for cash handling, payments, discounts, refunds and end-of-shift reconciliation where required.

· Help minimise waste and support the responsible use of stock, supplies and equipment.

Food Safety, Health and Compliance

· Follow food safety, hygiene, licensing, health and safety and company requirements at all times.

· Complete required cleaning, temperature monitoring, checklist and compliance records accurately.

· Report accidents, hazards, incidents, customer concerns and maintenance issues promptly.

· Maintain appropriate personal hygiene, uniform and professional standards throughout each shift.

· Protect confidential customer, colleague and company information.

Qualifications and Experience

· Previous experience in hospitality, food and beverage, retail, customer service or a similar environment is desirable.

· A genuine interest in delivering excellent customer service and creating positive guest experiences.

· Good communication and interpersonal skills in English.

· Basic numeracy and the ability to follow procedures accurately.

· Knowledge of food safety, health and safety or cash-handling procedures is an advantage.

· Relevant hospitality, catering or customer service qualifications are desirable but not essential.

Key Competencies

· Customer-focused, professional and approachable.

· Reliable, punctual and willing to take responsibility for assigned duties.

· Able to work effectively as part of a team in a fast-paced environment.

· Flexible and able to adapt to changing customer and operational requirements.

· Organised, attentive to detail and committed to high standards.

· Able to remain calm and helpful during busy periods.

· Available to work varied hours, including evenings, weekends and public holidays, when required by the business.