Hospitality Team Leader

Job Introduction

To ensure a five star, professional service is delivered throughout all hospitality services at UCL

Role Responsibility

• To ensure all UCL personnel, clients and their guests are greeted and attended to in a professional, efficient and discreet manner.
• To ensure effective communication with the hospitality management team and service delivery team
•  To provide feedback to the Hospitality Manager on any client comments or special requests made by the clients and their guests.
• Ensure that all rooms are laid out in accordance with the user’s requirements
•  To hold regular ‘Team Huddles’ and ‘Event Briefings’ with the hospitality delivery team
• To assist with the Hospitality supervisor with team rotas
• To actively run events ensuring the correct standards are met and event procedures are followed from start to finish
• Undertake regular checks to ensure that all meeting rooms are clean and hospitality services are presented to the highest standards and the client's satisfaction.
• Adhere to the company security procedures and maintain client confidentiality at all times.
• To carry out any reasonable request made by the management, outside normal duties, but within the scope of the job.

The Ideal Candidate

Essential

• Previous hospitality & event service experience
• Excellent communication
• Professional attitude, appearance and commitment to delivering a high level of customer service

Desirable

•  Knowledge of Company admin procedures and policies

Package Description

Job Purpose

• To deliver a World Class Service to our client and customers in line with our Standard Operating Procedures and promote our Brand through excellent customer service.

Accountabilities or “what you have to do”

• To be efficient and organized, and should treat customer service and customer care as a priority

• To ensure all hospitality services are efficiently served and delivered within the agreed time scales

• To respect customers and their confidentiality at all times including collections.  

• Comply with all Company and Client policies and procedures, statutory regulations relating to your work place, this will include but is not limited to Fire Safety; Health & Safety; Personal Hygiene; Working Safely; Manual Handling, Food Safety and COSHH.

• Ensure the safety and security of company and client property and money.

• To ensure and check all service equipment and furniture is clean, undamaged and ready for service.

• Assign, manage and assist with daily delivery allocations.

• Assist when necessary in ordering stock, stock takes and receiving the deliveries & returns including any breakages, etc.  

• Assist/act as gatekeeper in recording all delivered services and collection items.

• Be fully accountable for, control and supervise Hospitality stock using the FIFO principal.

• Complete accurate consumption sheets, hospitality delivery allocation & collections, stock take records in a timely manner.

• Be flexible and able to work different shift patterns and in different locations

• Follow closing procedures to ensure Hospitality area is clean and tidy before the end of business day.

• Promote good team work and work in a friendly, efficient manner. Actively take part and host briefings, Team Huddles & monthly team meetings.

• Identify areas for improvement and potential for new business.

• Ensure that all equipment used is in safe working order, checked regularly and any faults reported to management, ensure equipment is not used until safe.

 Site specific duties

• Ensure that all catering offerings and delivery services are to service standards agreed in the client’s contract/ Banquet Event Order.

• Deputize in the absence of the Assistant Hospitality Managers when required to lead Hospitality functions & events in all areas of UCL estate.

• Follow the company’s Health & Safety regulations including COSHH and licensing laws at all times.

Key Performance Indicators (KPIs) or “What it will look like when you are doing the job well”

• Catering and food service within UCL Kitchens delivered consistently and within the Company's.

• Standards, to the contract specification and agreed performance targets, both qualitative and financial.

• Positive feedback from customers, colleagues and key stakeholders.

• Cleaning schedules completed and duties performed correctly, safely and to the required standards.

Skills, Knowledge and Experience

• An interest in own self-development with previous experience in conferencing, hotels and events.

• Personal license holder

• Full UK driving license

• Complaint Handling

• Good level of communication and spoken/written English

• Strong levels of personal hygiene and presentation

• Experience of working in a team & of being a “team player”

• Basic food hygiene qualification

• Basic Health and Safety qualification

• COSHH knowledge

Attached documents

• Hospitality Team Leader Job Description