JOB DESCRIPTION
Job Title: Catering Team Leader
Line Manager: Front of House Manager
Contract Type: Full Time, Permanent
Location: Snape Maltings
£13.50 ph
About Snape Maltings and Britten Pears Arts
Overlooking the Alde estuary, Snape Maltings is home to our world-famous concert hall and music facilities; it is also a popular visitor destination with independent shops, cafes, a restaurant, event venues and art galleries. The site is now largely owned by Britten Pears Arts, a Music & Arts based charity.
Snape Maltings Trading Limited (SMTL) is the commercial arm to Britten Pears Arts. All of the profits that we make through sales at Snape Maltings contribute towards supporting our charitable work in Artist Development, our year-round Performance Programme, Music in the Community and Creative Health and our Living Heritage Museum and Archive at The Red House. Aswell as the support received from SMTL, Britten Pears Arts is also supported though fundraising, public funding, ticket sales and royalties from works by Benjamin Britten and Peter Pears.
Our mission at Britten Pears Arts is to use Music, Arts & Heritage to transform people’s lives for the better, to bring communities together and effect positive social change. We continue to follow in the footsteps of our founders Britten and Pears, inspired by their goal to make the arts useful and available to all. At our two internationally recognised cultural destinations, Snape Maltings and The Red House, we create vibrant, uplifting and life-enhancing experiences for visitors, customers and audiences alike. We deliver this vision through our remarkable people and brilliant inclusive teams, working together with a sense of purpose.
Our retail Brand Values guide everything that we do: Quality – we provide high quality products across a range different price points; we are Customer Lead – we take time to understand our customers and to build loyalty; we are Authentic to our unique Suffolk location, natural environment and history; we are Enterprising and Open – always looking for ways to improve, adapt and embrace new and different opportunities.
About this role
This role supports Catering Supervisors by deputising in their absence across all catering outlets onsite as required. The role is a hands-on Team Leader position, working alongside Front of House Team Members across the Snape Maltings catering operation to deliver excellent customer experiences and high standards of service.
The role has a primary focus on supporting bar and evening operations during concert and event programming, taking a lead role in the delivery of smooth, efficient service. Outside of programmed events, the role supports the day-to-day operation of the cafés and catering outlets, with a particular focus on lunch service, customer experience, team support and operational standards.
Working as part of the service team, the role motivates and develops Front of House Team Members through coaching, training and leading by example, while remaining actively involved in customer service, food and beverage service, and daily operational duties.
Key Responsibilities
Customer Focus
- Greet all customers in a friendly, professional and welcoming manner, creating a positive first impression across all catering outlets.
- Work as an active member of the Front of House team, serving customers, preparing and serving drinks, operating tills and supporting service during busy periods.
- Take a leading role in bar and evening operations during concerts, performances and events, ensuring efficient service, strong customer engagement and adherence to licensing and service standards.
- Support the day-to-day running of cafés and lunch service outside of event periods, helping to deliver a consistently high-quality customer experience.
- Work closely with the Kitchen team to ensure food is presented and served to the highest possible standard.
- Be aware of any special dietary requirements or allergen requests and ensure all food and drink is prepared and served safely, avoiding cross-contamination.
- Complete all tasks to the highest standards to deliver an outstanding customer experience.
- Encourage a "Customer First" culture within the team by leading from the front, demonstrating excellent customer service and supporting colleagues during service.
- Support and coach Front of House Team Members on shift, helping them to develop confidence, product knowledge and service skills.
- Respond to customer requests and feedback courteously and efficiently, escalating concerns to Catering Supervisors or the Kitchen team where appropriate.
- Maintain accurate and up-to-date knowledge of menus, drinks offerings, allergens and promotions to provide the best possible advice to customers.
Administration
- Complete any required paperwork accurately and on time.
- Follow opening and closing procedures and checklists, ensuring all areas are fully prepared for service and secured at the end of trading.
- Maintain cleanliness, hygiene and due diligence records in line with company procedures.
- Monitor stock levels, document stock movements and rotation on Marketman, and highlight any issues to Catering Supervisors.
- Assist with stock counts, ordering processes and wastage control as required.
Health & Safety
- Adhere to all food safety policies and procedures.
- Know and understand the company's Health & Safety procedures and policies, always adhering to them.
- Ensure safe working practices are followed by all team members during service.
- Report any hazards, incidents, accidents or near-misses to the department head or immediate manager as soon as they are known.
- Support the maintenance of clean, safe and organised working environments across all catering outlets.
Security
- Be vigilant for potential theft, breaches of security or licensing issues.
- Report any suspicious behaviour to the Head of Hospitality and Events.
- Always follow the company's security procedures.
- Ensure cash handling and stock control procedures are followed correctly during shifts.
Special Requirements
- Wear a uniform and maintain a smart appearance.
- Be able to work flexibly, including weekends, evenings and bank holidays, as required by the business.
- Be able to work across site in several venues and roles, including Tea Huts, Cafés, Restaurant, Pop-Up Restaurants, Concert Catering, Weddings and Events.
- Be comfortable working in both customer-facing leadership and operational service roles, adapting to the needs of the business.
Key Performance Measures
- Drink margins and wastage.
- Guest comments and feedback.
- Employee retention and team engagement.
- Anonymous Customer Satisfaction Surveys.
- Environmental Health inspections.
- Bar and event service performance.
- Compliance with food safety, licensing and operational procedures.
Undertake other tasks which are commensurate with and in the spirit of this job description.
Signed: Date:
Person Specification: Front of House Team Member
Criteria
Essential
Desirable
Experience
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Previous experience of working with people in a voluntary or paid role.
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Previous catering/FOH experience.
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EPOS experience.
Skills/knowledge
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Excellent interpersonal skills – is warm and friendly, relates well to people from all walks of life.
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Can use a till system accurately to receive cash and card payments.
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Understands food and work area hygiene standards.
Ability/aptitude
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Enjoys working with people and is always welcoming to customers.
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Makes a positive contribution to the team, uses initiative appropriately and has a “can-do” attitude.
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Keeps calm and friendly under pressure
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Can respond calmly and courteously to complaints.
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Has high standards of personal presentation
and is a good ambassador for the organisation.
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Enjoys learning new skills and is capable of taking on additional responsibilities.
Special requirements
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Can work flexibly – including weekends, evenings and bank holidays as the business requires.
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Able to work effectively in any area of catering which may include the Tea Huts, Cafés, Restaurant, Pop-Up Restaurants, Concert Catering, Weddings, and Events.
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Has a full, clean driving licence.
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Is able to travel to other venues where catering is provided by the organization.
