Front of House Supervisor

Organisation: The Scottish Seabird Centre

Salary: £24,000

Location: North Berwick

Our Café Team members are the first point of contact for visitors. We welcome hundreds of people each week to our Centre and this role ensures that our team deliver a high-quality customer experience that is consistent across the Centre.

Principal responsibilities

We are looking for an enthusiastic person who is motivated to ensure that our visitors have an excellent experience in our café, leads by example on customer care and professionally handles customer compliments and complaints. The individual will be a team player and, as part of our visitor experience management structure, will need to undertake the tasks of the designated Centre Duty Manager on a rota basis.

i. Provide a warm and friendly welcome to our customers ensuring that they have an excellent customer experience and that our approach is inclusive towards everyone.
ii. Work with the Catering Manager to lift the standard of customer experience in every aspect of our Seabird Café offering.
iii. Undertake specific duties assigned by the Catering stock ordering and receipt, checking equipment is operational and daily cash/payment reconciliation.
iv. Work safely, observing all Health & Safety policies and procedures and the hygiene standards required from our catering system.
v. Supervise the café team ensuring that they understand their duties and are supported to carry these out effectively day to day.
vi. Support the recruitment process to ensure that we are inclusive in our approach and that new recruits are supported effectively into their role.
vii. Take responsibility for training our Café Team, nurturing each individual and embedding and maintaining a culture of excellent customer service.
viii. Assist with the preparation of food in the kitchen, when required.
ix. Ensure all caterings areas are checked and are fully operational, cleaned and meet required hygiene standards.
x. Undertake the activities required of our Centre Duty Manager on a rota basis which includes opening up/closing down the Centre, daily safety checks and ensuring the smooth running of the Centre operations throughout the day.
xi. Efficiently handle customer compliments and complaints.
xii. Be willing to learn about our wider charitable activities and talk to customers about these, including promoting the benefits of our visiting our paid experience and membership.
xiii. Carry out any other reasonable duty which is within the competence of the post, when directed by the Catering or Duty Manager to assist.

Essential skills and experience
• Consistent delivery of a high-quality visitor experience, with a customer-focused attitude.
• A confident communicator – verbal and written.
• Organised with an ability to take the initiative, prioritise your work and supervise others.
• A team player – adaptable and flexible to a varied working environment and able to handle customer compliments and complaints.
• An ability to work under pressure at peak times.
• An appropriate means of transport to get the Centre across the working week between 0830 and 1800 and occasional evening events.

Desirable skills and experience
• Alignment with our charity’s conservation and education goals.
• An awareness of and affinity to environmental sustainability.

Application Deadline: Friday 07/06/2024