ROLE OVERVIEW

MAIN DUTIES:

Responsible for daily operations of the facility, to assist and serve customers ensuring exceptional customer service and utilisation of all sale opportunities. To create a positive and lasting impression of an exceptional family leisure attraction 

To follow all company policies and procedures e.g, attendance, timekeeping, dress code, appearance.

RESPONSIBILITIES:

Serving

• Greet and serve customers in a friendly approachable manner. Offer menus, inform of specials, make suggestions and answer questions factually regarding Adventure Golf, food, beverage and service
• To operate the till as and when needed
• To interact with customers and ensure a positive experience through the point of sale
• Effectively upsell stock, drinks, snacks and gifts
• Check orders to ensure complete and correct, order meets presentation and quality standards.
• Serve alcoholic and non-alcoholic drinks as requested adhering to Weights and Measures compliance, utilising appropriate glass for order
• Provide prompt service for all orders
• Clear tables and bar as customers are finished and suggest further sales
• Prepare and serve ice cream, crepes, coffees, soft drinks as per customer orders
• Maintain and follow sanitation & cleaning procedures e.g., glassware, equipment, storage areas, refrigerators; keep bar and service areas clean and tidy.
• Complete all necessary side work, including stocking shelves, replenishing ice cream and daily tasks as required.
• Completes opening and closing procedures as per shift
• Assist in the training and development of new or less experienced co-workers
• Complies with BGL personnel policies, procedures, health and safety procedures   
• To reinforce health & safety notices and relay relevant information
• To undertake any further duties as requested by management

Children’s parties

• Set up the party room according to specification on the events sheet
• Meet and greet all party guests, introduce yourself and explain party procedures
• Ensure health and safety protocol is announced in a child orientated manner and that its adhered too
• Encourage party guests with a warm and family focused positive attitude
• Serve party food, entertain guests with games and activities until end of party

Corporate / Adult functions

• Meet and greet ensuring your approachable for the duration of the function
• To recap function schedule, to assist with creating teams where needed and distribution of equipment
• Assist with serving of any required food / beverage
• Relay health and safety protocol
• Ensure event runs smoothly maintaining excellent customer service and attention to detail

Marketing and General Standards

*         Arrive in correct uniform and on time 

*         Comply with BGL personnel policies and procedures and health and safety procedures

• To undertake any further reasonable duties as requested by the management 
• Work with Adventure Golf Management to develop revenue and maximize sales whilst maintaining excellence in quality and customer service 

OUR VALUES:

We expect all our staff to strive to:

• Maintain open and honest communication with our customers, both internal and external, at all times.
• Create and have a positive impact on our local community.  Supporting regular neighbourhood events and working closely with society.
• Protect and nurture our environment, consider everything from alternative work methods through to maintaining and supporting our local wildlife.
• Support each other in everything we do, recognised and develop each individual’s potential.
• Take complete ownership of their own actions and have pride in what they do.
• Deliver to our customer’s consistent high levels of service, quality and value in everything we do
• Look for alternatives to what we do seeking out and exploiting natural resources.

KEY ACCOUNTABILITIES

Guest Experience:

*         Creating a welcoming, high energy first impression

*         Managing bookings, walk-ins and flow of guests

*         Handling complaints professionally and resolving issues

*         Making sure guests leave happy (reviews, repeat visits, upselling)

Bar & Service Standards:

*         Preparing and serving cocktails correctly and consistently

*         Following Challenge 25 / ID checks

*         Maintaining bar cleanliness and stock levels

*         Minimising wastage and following portion controls

*         Upselling food and/or drink upgrades

Food service Coordination

*         Communicating clearly with the kitchen

*         Delivering food promptly and correctly

*         Checking presentation and quality before serving

*         Managing guest expectations on wait times

Health & Safety Compliance

*         Keeping floors, tables and toilets clean and safe

*         Completing cleaning and safety checks

*         Reporting hazards immediately

*         Following food hygiene and allergen procedures

Sales & Operational Performance

*         Hitting sales targets (golf upgrades, drinks, food, party packages)

*         Encouraging bookings and repeat visits

*         General upkeep of company property and equipment

*                     Perform relevant duties as required by your line manager and Senior Management Team

KEY EXPERIENCE, SKILLS AND ATTRIBUTES

Experience desirable but not essential

• Previous experience in a front of house, hospitality or leisure environment
• Providing high levels of customer service in a fast-paced setting
• Working behind a bar, including cocktail preparation and responsible alcohol service
• Handling card payments and operating a till/POS system
• Coordinating with kitchen teams to ensure smooth and timely food service
• Managing bookings, walk-ins and guest flow during busy periods
• Dealing confidently and professionally with customer queries or complaints
• Maintaining high standards of cleanliness across guest areas and service points
• Following health & safety procedures, including food hygiene and allergen awareness

Skills

*         Excellent communication and interpersonal skills

*         Confident and friendly customer service approach

*         Ability to work efficiently in a fast-paced environment

*         Strong teamwork and collaboration skills

*         Good organisational and time management abilities

*         Attention to detail, particularly in drink preparation and food presentation

*         Ability to multitask across bar, reception and service areas

*         Problem-solving skills and confidence handling customer complaints

*         Cash handling and POS system competency

*         Knowledge of health & safety and food hygiene standards

*         Responsible alcohol service awareness (e.g. Challenge 25)

*         Ability to remain calm and professional under pressure

Attributes

*         Positive, energetic and approachable personality

*         Professional and well-presented at all times

*         Reliable and punctual with a strong work ethic

*         Customer-focused mindset with a genuine desire to create great experiences

*         Adaptable and flexible, particularly during busy or high-pressure periods

*         Proactive and able to use initiative when resolving issues

*         Resilient and calm under pressure

*         Team-oriented with a supportive attitude towards colleagues

*         Responsible and trustworthy, especially when handling cash and alcohol service

*         Committed to maintaining high standards of cleanliness and safety

*         Enthusiastic and motivated to contribute to sales and overall venue performance

EDUCATIONAL BACKGROUND AND QUALIFICATIONS

*         Good GCSE educational standard.

*         The post holder will be required to complete an Enhanced with Barred DBS Check to carry out the role.

EMPLOYEE BENEFITS

*         Market based salary to match responsibilities, experience, and qualifications.

*         Discounted meals on duty provided.

*         Staff discounts available for golf and leisure activities, food, and retail purchases.

*         Support with your health and wellbeing through our Employee Assistance Programme.

*         Personal development opportunities with access to our Learning Management System and content library.