JOB PURPOSE

The purpose of the Executive Host is to provide a first class level of customer service on matchdays and for non-matchday events as required, supporting the Commercial Team. The successful candidate will welcome all guests with a friendly and approachable manner, ensuring that all supporters have a correct valid ticket before entering the executive lounges and assist with any customer requests or queries.

A professional and friendly approach is required at all times when assisting guest movement and enhancing guest engagement.

The Executive Host will be required to carry out ad-hoc duties requested by management and take direction from the Commercial Team and Senior Host.

KEY RESPONSIBILITIES

• Strong customer service skills and a willingness to go the extra mile

• Positive and friendly attitude

• Able to keep your uniform and personal appearance to a high standard

• Ensure the hospitality lounge is clean and presentable for the arrival of guests

• Welcome and acknowledge all guests

• Be ready to anticipate and address guests service requests and needs throughout the matchday

• Communicate with supporters and colleagues clearly and in a professional manner

• Provide, information, direction and instruction to guests and other visitors in and around the Stadium

• Be available to work a minimum of 75% of fixtures including both mid-week evenings and weekend fixtures throughout the course of a season

Health & Safety:

Casual Worker requirements:

· Maintain up to date knowledge of Health & Safety related guidance and processes within your role and in line with the Club’s Health & Safety Policy.

· Consider the Health & Safety implications of all actions and inaction within your role.

· Support and uphold agreed standards for Health & Safety compliance, including assisting in accident, dangerous occurrence and near miss investigations within your role.

· Follow and adhere to; safe management systems and working practices in line with the Club’s Health & Safety Policy.

· Ensure you have been briefed and are confident in using any equipment prior to use and seek guidance from your line manager as required.

· Regularly review risk assessments, safe working, and management systems associated with your role.

· Liaise regularly with the Club’s appointed Health & Safety representatives to support and maintain compliance

· Maintain records of all Health & Safety issues within your role and area of responsibility.

MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION

Education/Qualifications/Training:

• Functional Skills in English and Maths at Level 1 or above (GCSE Grades D-G)

Specific Experience:

• Experience in a similar role would be beneficial although not essential as full training will be provided

• Previous experience in a customer service or front facing role

• Excellent communication skills with the ability to remain calm under pressure

• Ability to work with and support a team to achieve the desired standards

• Able to work effectively in a team and also independently using own initiative

Abilities/Skills/Knowledge:

• Ability to anticipate and address guests service requests and needs throughout the matchday

• Commitment to customer care with the ability to demonstrate it

• Attention to detail and pride in the quality of work undertaken

• Able to work effectively as part of a team

• Be an ambassador for the Club presenting the Club in a positive image at all times

Additional Information:

• This role may involve working at an off-site hospitality offering in close locality to Kenilworth Road

• This a casual role, working hours are event based throughout the season

• Applicants must be eligible work in the UK

• Applicants must be aged 18+

SAFEGUARDING STATEMENT

The Club is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. The Club has systems in place to ensure that the welfare of vulnerable groups is dealt with appropriately and sensitively. Everyone working at the Club has a duty of care to safeguard the welfare of children and young people by creating an environment that protects them from harm. Our standards of practice ensure all staff are fully aware and understand their responsibilities under safeguarding legislation and statutory guidance.

The Club ensures that all staff that have a direct responsibility for children, young people or vulnerable adults, have been subject to the most stringent of recruitment practices which include Criminal Record Checks and reference checks. These staff are alert to signs of abuse or maltreatment and will refer concerns to the relevant Designated Safeguarding Officers using the agreed safeguarding procedures.

EQUALITY STATEMENT

The individual must at all times, carry out their duties with due regard to the Clubs policies and procedures and in particular the Club’s Equality, Diversity and Inclusion Policy. The individual must ensure a positive commitment towards equality and diversity by treating others fairly and not committing any form of direct or indirect discrimination, victimisation, or harassment of any description and to promote positive working relationships between all internal and external stakeholders. The individual must contribute to encouraging equality and respecting diversity by embedding such values in the workplace and challenging inappropriate behaviour and processes.