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About the Role
Lead Front of House, Member Experience, and Hospitality teams to deliver exceptional service and memorable experiences. Drive operational excellence, inspire high-performing teams, and enhance engagement to support the Club's success.
Responsibilities
- Lead the delivery of an exceptional member and visitor experience across all Front of House services.
- Act as the senior point of contact for members, guests and visitors, resolving complex enquiries and service issues.
- Ensure resources are deployed effectively to meet business and member requirements.
- Build positive relationships with members, identifying opportunities to increase engagement with Club facilities, events and services.
- Gather and analyse member feedback, identifying trends and recommending service improvements.
- Promote Club events, activities and services to encourage greater member participation.
- Develop and maintain consistently high customer service standards across the Front of House team.
- Support the development of new initiatives that enhance the overall member journey.
- Take responsibility for any last-minute changes requested by the organiser and ensure they are implemented accordingly.
- Ensure the Club Operations Manager is kept informed of any guest complaints, as well as any changes to the event or service.
- Lead the day-to-day operation of Reception area, Front of House, meeting rooms and member spaces.
- Ensure all public areas maintain exceptional presentation, cleanliness and hospitality standards.
- Coordinate visitor arrivals, room bookings, hospitality requirements and daily operational priorities.
- Oversee the opening and closing of the licensed Club bar, ensuring compliance with licensing legislation and organisational procedures.
- Oversee bar operations, ensuring appropriate stock levels are maintained and stock control procedures are effectively managed.
- Coordinate and oversee hospitality and catering arrangements for staff meetings, member events and corporate functions.
- Liaise with catering colleagues and suppliers to ensure hospitality services are delivered to agreed standards.
- Support the delivery of Club events and functions, ensuring a seamless member and visitor experience.
- Monitor operational performance and identify opportunities to improve service delivery and efficiency.
- Provide full line management responsibility for Front of House colleagues.
- Set individual and team objectives, ensuring alignment with departmental and organisational priorities.
- Conduct recruitment, onboarding, probationary reviews, performance reviews and development planning.
- Allocate workloads and ensure appropriate staffing levels are maintained.
- Monitor hospitality revenue and expenditure, providing recommendations to improve financial performance.
- Identify opportunities to improve cost efficiency without compromising service quality.
- Support recruitment, onboarding and induction of new colleagues.
- Coach team members to deliver consistently high customer service standards.
- Support performance conversations, development planning and capability improvement.
- Foster a positive, collaborative and member-focused team culture.
- Coordinate reception administration, visitor records, meeting schedules, bookings and operational documentation.
- Produce routine operational reports and analyse service performance.
- Maintain accurate operational records and management information.
- Support member communications and internal correspondence.
- Assist with purchasing requests, invoice processing and supplier coordination.
- Take responsibility for stock control processes, ensuring regular stock takes are completed and reconciled using the EPOS system.
- Monitor stock usage and ensure timely replenishment of bar and hospitality supplies.
- Support the management of operational budgets relating to Front of House and hospitality services.
- Identify opportunities to improve operational efficiency through improved processes and systems.
- Ensure compliance with licensing legislation, food hygiene, health and safety and security requirements.
- Act as the responsible person for the operation of the licensed bar when required.
- Maintain operational procedures, compliance documentation and risk assessments.
- Ensure Front of House operations comply with organisational policies and procedures.
- Report operational risks promptly and support investigations where appropriate.
- Lead initiatives that improve member satisfaction and service quality.
- Analyse operational performance and recommend improvements.
- Support implementation of new technologies and systems that improve member experience.
- Work collaboratively with Library, Gallery and wider organisational teams to deliver an integrated member experience.
- Contribute to projects that support the Club's strategic objectives and future development.
Requirements
- Experience supervising a Front of House, reception, hospitality or customer service operation.
- Demonstrable experience delivering exceptional customer or member experience.
- Experience leading, coaching and developing customer-facing teams.
- Experience coordinating multiple operational priorities in a busy environment.
- Strong organisational and administrative skills.
- Experience using business systems including Microsoft Office and operational management systems.
- Experience managing stock control and operational resources.
- Excellent communication and stakeholder management skills.
- Knowledge of licensing, health and safety and compliance requirements.
- Ability to analyse operational information and identify service improvements.
- Proactive approach to problem-solving and continuous improvement.
Skills
- Food Hygiene Level 3
- Microsoft Office
- Operational management systems
- EPOS system
Location
- London, on-site
Work Type
- Permanent
- Full-time
Experience Level
- Management
Education Level
- Food Hygiene Level 3
- Management training desirable
Salary/Compensations
- Competitive
Benefits
- 25 days annual leave, increasing up to 30 days, in addition to statutory holidays.
- Option to buy up to five days of annual leave per year.
- Employer pension contributions double the percentage of your plan earnings, up to 8%.
- Life assurance equivalent to three times your basic salary.
- Enhanced maternity, paternity and adoption pay.
- Lifestyle discounts via our EAP and healthcare cashback programme.
- Discounts on Royal Kennel Club products and services.
- 4X Complimentary staff tickets to Crufts and Discover Dogs.
- Healthcare cashback programme with a fixed contribution paid for by the Royal Kennel Club.
- Free eye tests with a voucher towards the cost of your spectacles.
- Financial support for professional and vocational qualifications, with five days' study leave provided.
- Free access to The Royal Kennel Club Library and Art Gallery.
About the Company
- The Royal Kennel Club
Equal Opportunity
- Unable to provide work visa sponsorships.