Front of House Team Leader

Working at Buckfast Abbey

Job Title: - Front of House Team Leader

Location: Buckfast Abbey, Devon

Contract Type: Permanent

Hourly Rate: £10.00 per hour

Hours of work: 40 hours per week

To apply: Please submit a CV to recruitment@buckfast.org.uk


Background

Located at the centre of a picturesque valley on the edge of Dartmoor National Park, Buckfast Abbey is home to a community of Roman Catholic Benedictine Monks, who live their lives of prayer, work, and study according to the ancient rule of St Benedict.

The heart of our site is the Abbey Church and Monastery – the place in which the Monastic Community lives and prays at various times throughout the day. Our site is historic – the original Abbey being founded in 1018 AD.

Today, our site is a flourishing complex of buildings which the monks have continually developed to aid them in realising their vision for Buckfast - to be a national centre of witness to God, and the Roman Catholic faith. To that end, the community places a great value upon hospitality, and welcomes hundreds of thousands of visitors each year.

Our site includes beautiful gardens, a restaurant, multiple retail outlets, a conference centre, and a broad range of guest accommodation. To aid them in operating and maintaining the site, the community employs over a hundred members of staff, and offers a variety of interesting and rewarding career opportunities.

Role purpose

As part of a busy team and, working under guidance and direction from the Hospitality Manager, the post holder will help lead a team of Food & Beverage Assistants to ensure a high-quality service at our Northgate Hotel.

Main Responsibilities

This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties reasonably requested of the post holder commensurate to the position of Front of House Team Leader.

  • Deliver excellent customer service, at all times, ensuring guests’ comfort and safety
  • Deal with all enquires in a professional and courteous manner, in person, on the telephone or via e-mail
  • Assist in keeping the hotel and restaurant clean and tidy, at all times
  • Deal with customer complaints in a professional manner
  • Keep up to date with current promotions and hotel pricing, to provide information to guests
  • Complete all daily administration tasks as required
  • Ensure that all areas under your responsibility are checked thoroughly at the end of every shift, confirming that they meet our standards
  • Report any faults or damage in any of the areas (or hotel facilities) immediately to a member of management
  • Manage and maintain effective and efficient use of all reception equipment and hotel systems, in line with company policy
  • Maintain effective communication, at all times, among the team, hospitality manager and night manager
  • Ensure that all members of the team sign in/out on the time sheets at reception and manage absence and lateness, in line with Abbey policy
  • Complete all required health and safety/fire checks on time
  • Be responsible for evacuation, in cases of emergency, acting as first point of contact for the team, guests and the emergency services
  • Report any security issues to the hospitality manager immediately
  • Take responsibility for extra management tasks, as required, in the Hospitality Manager or Assistant Accommodation Manager’s absence
  • Always adhere to all company policies and procedures and licensing laws
  • Be involved and contribute at team meetings

Person Specification – Skills, Personal Qualities and Requirements

  • Minimum of 2 years’ experience of working in a hospitality environment, with high levels of customer interaction
  • Experience of undertaking basic administrative tasks, with a good level of IT literacy
  • The confidence to lead a team, if there is no previous management experience
  • The ability to remain calm in a fast-paced environment and handle the unexpected with a sense of calm
  • Professional attitude, with a discreet and confidential manner that reflects a high level of integrity
  • Great attention to detail
  • An excellent team player who is a strong communicator
  • Ability to work independently to agreed shift times
  • Effective organisation skills and the ability to manage time effectively. Multi-tasking will be a common occurrence
  • To attend training relevant to the nature of your duties and the organisation
  • To be versatile and flexible, if requested, to work in a number of different capacities around the Abbey buildings
  • Ability to follow and disseminate instructions and use initiative
  • Knowledge of health and safety procedures and licensing laws – training can be provided
  • An empathy with the Catholic ethos of the site

Our Values, Ethos and Culture

Confidentiality: As an employee, you must maintain confidentiality of information about other employees as well as the intellectual property of Buckfast Abbey and be aware of the Data Protection Act 2018.

Standards of Professional Conduct: We expect all employees to maintain the highest standards of conduct at all times, acting as a positive ambassador for the Abbey. The Employee Handbook sets out these expectations. Copies are available for every new employee.

Health & Safety: All employees should be aware of the responsibility placed on them under the Health & Safety at Work Act (1974) to ensure that agreed safety procedures are carried out to maintain a safe environment. Further information relating to this is detailed on the Health and Safety signage around the site. Our efforts to promote and operate within an effective safety culture can only succeed with the full co-operation of all its employees.

Equality & Diversity: All employees are required to treat all co-workers and visitors to our site equally, respectfully and with dignity, regardless of age, disability, gender, marriage and personal partnerships, pregnancy and maternity, race, religion or belief, or sexual orientation. All employees must abide by these principles and comply with our policies and strategies that underpin this ethos.

Safeguarding: Employees should be aware of their responsibility to report any unacceptable behaviour / safeguarding issues in a confidential and timely manner to the Independent Safeguarding Co-ordinator.

Training and Professional Development: To attend all training courses as required and proactively engage in our personal development processes.

Communication: To attend staff and team meetings; this includes 1-2-1 meetings with line management. To keep appropriate, clear, accurate and timely records as required of the role and in line with our policies and legislation.

Team working: To liaise with, co-operate with and support all employees in a positive way that fosters good working relationships and collaboratively meets our objectives.

Flexibility: Employees may be asked to undertake other duties, as appropriate, which are considered reasonable and equal to the post as described above.

Culture: Buckfast Abbey is a place of community, where everyone will show respect and dignity towards each other, towards all members of the Monastic Community and guests, be approachable and friendly and have empathy with the Catholic ethos of the site.

This Job Description is subject to change and the list of duties is not exhaustive, however if it is necessary to make changes these will be shared in advance and they will be discussed prior to changes taking place.

To apply: Please submit a CV to recruitment@buckfast.org.uk

Download an application form here

Please send it to: 

HR Department
Buckfast Abbey
Buckfast
Devon
TQ110EE