Front of House Manager

Full Job Description

Moor Park

Founded in 1923 Moor Park Golf Club boasts two Harry Colt designed championship courses with a spectacular Grade 1 listed clubhouse. Set within three hundred acres of parkland to the south-east of Rickmansworth in Hertfordshire 30 minutes from central London, the Club has a thriving membership of 1,500. With 13 tennis courts, lavish dining rooms and beautiful grounds, Moor Park is far more than just a golf club. It is a home for members, and a destination for visitors.

Purpose of Role:  

The person in this role will oversee the day-to-day operation of the key Front of House areas; Terrace Bar, Carris Bar, Thornhill Lounge and Outdoor terrace. They will work closely with the Events team in delivering an exceptional programme of events, ranging from weddings, parties, member competitions and members social functions. They will ensure that all members and guests receive a warm, friendly and personal welcome, where ‘nothing is too much trouble’ and excellent customer service is experienced throughout their visit.

Reporting to the Clubhouse Manager, this role will require someone with autonomy and proactive thinking, managing a team of supervisors and casual colleagues ensuring the operation is covered adequately throughout the season with the varying demand that it brings.

The ideal candidate would have previous hospitality and management experience, ideally having run outlets within Club, Bar or Restaurant setting. It is essential that they are a warm and welcoming face for members and guests, setting an exceptional example of the team around them.

Primary responsibilities :

• Manage day-to-day operations of the Terrace bar, Carris bar, Outdoor terrace and Thornhill lounge ensuring seamless service and member and guest satisfaction.
• Recruit, train, and supervise front of house staff, including bartenders, servers, and host/hostesses using the 59 Club service framework.
• Develop and implement standard operating procedures to maintain high standards of cleanliness, organisation, and efficiency in accordance with 59 Club service framework.
• Oversee bar inventory, ordering, and stock control to minimise waste and ensure adequate supplies are available.
• Monitor sales performance and implement strategies to maximise revenue, including upselling and promotional activities.
• Handle member and guest inquiries, feedback, and complaints in a professional and timely manner, striving to resolve issues to the satisfaction of the customer.
• Collaborate with the kitchen and events teams to create and update menus, ensuring offerings are innovative, profitable, and aligned with member preferences.
• Maintain compliance with health and safety regulations, alcohol licensing laws, and company policies.
• Prepare and manage rotas, payroll, and budgets within the bar department.
• Foster a positive working environment by providing leadership, motivation, and support to the team.
• Stay updated on industry trends, customer preferences, and competitor activities to identify opportunities for improvement and innovation.

General Responsibilities:

• Work closely with the events team in delivering a wide and varied event calendar.
• Maintain a good understanding of the wider business areas and the membership.
• Always communicate with internal and external customers in a friendly and courteous manner.
• To maintain a professional standard of dress and appearance, in line with company standards.
• Maintain a safe, clean and tidy work area.
• To adhere to all statutory requirements regarding fire, health, safety and hygiene.
• To attend any training sessions as requested and adhere to company policies.
• Support colleagues in delivering a high standard of customer service.
• Carry out any additional duties as reasonably requested by the management team.
• Promote the Moor Park Golf & Tennis Club brand in a positive light at every opportunity.

Qualifications:

• Minimum of 3 years of experience in a similar role within the hospitality industry, preferably in a members Club or environment that has regular members.
• Previously held a management position with several direct reports.
• Proven leadership abilities with the ability to motivate and inspire a diverse team.
• Strong communication and interpersonal skills, with the ability to interact effectively with guests and colleagues at all levels.
• Excellent organisational skills and attention to detail, with the ability to multitask and prioritise tasks effectively.
• Proficiency in Microsoft Office Suite and point-of-sale (POS) systems.
• Flexible schedule, including evenings, weekends, and holidays as needed.
• Member of Institute of Hospitality or relevant further education preferred.