Hospitality Team Member

Setting Up

• At the start of each shift, check the diary sheets and set up furniture in all rooms according to the layouts requested.
• Set up any equipment pre-ordered by customers.
• For customers with stored items, deliver these to the meeting room.
• Check each room before customers arrive, ensuring it is clean and tidy with everything in place.

Welcoming and Customer Service

• Be the friendly, welcoming face of the organisation, including acting as the first point of contact for room users, those attending events and members of the public. This includes operating and occasionally updating the information screen as well as taking and passing on messages.
• Be part of the customer-focused culture within the organisation, where we endeavour to say ‘yes’ and find appropriate solutions for the customer.

• Help customers operate our audio visual and other equipment when needed (training will be provided).
• Pass on all customer feedback, positive or negative, to your supervisor or line manager.
• Receive and record occasional cash, cheque or card payments.

Catering Service

• Prepare trays of pre-ordered hot drinks and deliver these to meeting rooms at the agreed times.
• Set out pre-prepared buffets at the agreed times.

Clearing, Cleaning and Tidying

• When rooms are vacated, empty bins, clear away any equipment or catering items that have been used and rearrange furniture as required by the next group due in this room.
• Clear, wash and put away catering items.
• Keep all areas clean and tidy, collecting rubbish and putting bin bags out for collection when closing the building.

Security, Health and Safety

• When closing the building, complete the locking up procedure in full and leave the building secure.
• When opening the building, ensure that all fire exits are open and clear.
• Complete and record daily food safety checks and other health and safety checks as required.
• Ensure all common areas are kept tidy and free of hazards.
• Act as fire marshal in the event of a fire alarm.
• Pass on any issues or concerns to managers for action.

General Duties for all staff members

• To actively participate in training and development, working with your line manager to identify your own training and learning needs.
• To attend team and staff meetings as required.
• To follow all internal policies and procedures, as described in the Staff Handbook or issued in an equivalent format.
• Responding to visitors enquiring about Quakers: giving them basic information; introducing them to others who might speak with more knowledge or depth; and giving them appropriate literature or websites to visit.
• Any other tasks reasonably requested by your line manager or the Executive Officer.

• Physical ability to move tables, chairs and trolleys, handle trays of hot drinks and carry out basic cleaning tasks.

This will be assessed with a practical task at interview

• Numeracy to a standard that supports, for example assessing quantities of cups or chairs and calculating change for occasional cash payments.
• Written and spoken English to the standard required to communicate effectively with native English speakers and those who may be using English as an additional language.

You can provide evidence of these skills with a formal qualification (eg GCSE or Functional Skills Maths and English) if you have one. If not, we may ask you to complete a practical exercise as part of the recruitment process.

• Experience of providing excellent customer service

Please tell us about any relevant experience in the Experience section of the application form. We may ask you more if you are invited to an interview.

Essential

• Strong face to face communication skills, including the ability to effectively get across what you mean with people who may not be familiar with the situation in which they find themselves.
• Flexibility and team working skills, to the extent that you can adapt to different situations and work well with different kinds of people.

Desirable

• Confidence with ICT and audio-visual equipment, to the level where you can apply the training that you will receive on our equipment and use this to support customers.

Please tell us about these skills in the Skills and abilities section of the application form. We may ask you more if you are invited to an interview or test these skills through a trial shift (for which applicants will be paid).

• Proactive and self-motivated approach so that you can work without direct supervision and use your initiative to see what needs doing next, then get on and do it.
• Responsible and reliable approach, so that your colleagues know that you will do what is required in all reasonable circumstances.
• Warm & friendly approach.
• Ability to remain calm under pressure including when dealing with people whose behaviour may be unreasonable.
• Willingness to uphold the Quaker values of peace, equality, truth and sustainability in your work.

These qualities will be assessed at interview and/or through a trial shift (for which applicants will be paid).