Head Hospitality Staff Member

The Head Hospitality Staff Member supports the Hospitality & Facilities Coordinator with the day-to-day organisation and management of the hospitality offering at the location. Together with the Hospitality & Facilities Coordinator and the Gym Manager, the Head Hospitality Staff Member is the local face of Climbing Network and helps safeguard the national mission, vision and quality standards.

The role is clearly coordinating and carries real responsibility within hospitality. You work actively on the floor, but you also ensure good planning, a clear division of tasks, quality, guidance of staff and the smooth running of groups and events.

AREAS OF WORK AND RESPONSIBILITIES

Leadership & Team

• Provides day-to-day leadership to the staff working primarily in hospitality.
• Coaches, guides and motivates staff and creates a pleasant, professional working atmosphere.
• Divides the work and oversees how it is carried out.
• Is the first point of contact for hospitality staff during operational work.
• Identifies problems within the team and discusses them with the Hospitality & Facilities Coordinator.
• Contributes actively to recruiting, selecting and onboarding new hospitality staff.
• Is responsible for the hospitality team functioning well and addresses staff when agreements, quality or working methods are not upheld.

Planning & Organisation

• Is responsible for creating and maintaining the hospitality staff schedule, in consultation with the Hospitality & Facilities Coordinator.
• Ensures appropriate staffing based on expected busyness, reservations, groups and events.
• Keeps an overview of daily and weekly tasks and makes sure they are completed on time.
• Aligns planning and staffing with other departments at the location.
• Anticipates busy periods, events and special circumstances and makes sure the team is well prepared.

Hospitality

• Decides on the range and the small menu together with the Hospitality & Facilities Coordinator.
• Is responsible for ordering and checking hospitality and cleaning supplies on time.
• Keeps an eye on stock, waste and consumption and flags any discrepancies.
• Works according to the applicable HACCP guidelines and makes sure the team follows them.
• Works actively in hospitality: welcoming and serving guests, preparing hot and cold drinks and simple meals, operating the till and handling the daily opening and closing.
• Ensures a welcoming, friendly and professional look and feel in the hospitality area.

Groups & Events

• Together with the Hospitality & Facilities Coordinator, is responsible for planning and delivering groups, events and special occasions.
• Discusses wishes and expectations for groups and events in advance and translates these into a practical hospitality setup.
• Makes sure staffing, preparation, range, materials and delivery all line up.
• Monitors progress and quality during groups and events and adjusts where needed.
• Evaluates afterwards and translates learnings into future events.

Quality & Safety

• Safeguards the quality of hospitality and makes sure agreed standards are met.
• Regularly checks the appearance, hygiene, service, products and working methods within hospitality.
• Ensures knowledge of and compliance with procedures for quality, food safety and safety.
• Is responsible for the correct use, management and maintenance of hospitality and cleaning materials.
• Identifies, reports and acts on potentially dangerous or undesirable situations.
• Addresses staff on compliance with procedures and quality agreements.
• Makes sure improvements are picked up and fed back to the center manager.

Commercial & Relationship Management

• Translates personal and location goals into concrete actions and results within hospitality.
• Thinks actively about increasing revenue, guest experience and commercial opportunities.
• Promotes commercial activities, events, products and services, including via social media.
• Spots opportunities with groups, events and visitors and acts on them.
• Contributes to a welcoming experience that makes visitors want to come back.
• Sets concrete hospitality objectives together with the Hospitality & Facilities Coordinator, translates these into clear actions and makes sure they are delivered and achieved.
• Monitors progress towards those objectives, adjusts where needed and discusses results and improvements with the Hospitality & Facilities Coordinator.

Training Company

• Shares responsibility for the training company at the location.
• Recruits and selects trainees and guides them throughout their placement.
• Is the Climbing Network location's point of contact for trainees' teachers and schools.
• Ensures good guidance, planning and evaluation of trainees.

Authority

• Independently carrying out and coordinating daily hospitality activities according to the applicable procedures and handbook.
• Independently creating and adjusting the hospitality schedule within the agreed framework.
• Dividing work and directing hospitality staff during shifts, groups and events.
• Identifying and resolving operational problems.
• Making proposals to improve quality, guest experience, staffing, range and operations.
• Addressing staff on behaviour, commitment, quality and compliance with agreements.
• Coordinating with the Hospitality Coordinators on the planning and delivery of groups and events.

Up for more?

Come and work for Climbing Network. Email your CV with photo and motivation to: lorena@climbingnetwork.nl

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