CRICKET JOBS: Front of House Pavilion Supervisor - MCC, Lords (UK)
Closing date: undisclosed
Job Title: Front of House Pavilion Supervisor
Department: Ground Superintendent’s Office
Reporting to: Pavilion Manager
Contract type: Permanent, full time
Working hours: The Pavilion is normally open from 07:00 – 01:00hrs on weekdays and 09:00 – 18:00hrs at weekends, although these times may vary according to demand.
Working hours will be scheduled and carried out as five shifts of nine hours over a seven day period (Monday to Sunday, inclusive), with one additional hour unpaid lunch break for each day worked. Shifts carried out Monday to Friday will be on a rotating basis of early and late (as agreed with the Pavilion Manager).
One or two shifts per month will be devoted to monthly scheduling and payroll administration. Based on the above Pavilion opening times this will include evening and weekend working.
Key Purpose of Role:
- To lead, supervise and direct the Stewarding Team in the famous Lord’s Pavilion to enable them to act as Ambassadors of the MCC and provide the highest possible levels of customer service to all Pavilion users and stakeholders.
- To deputise for the Pavilion Manager in his absence
Main Tasks and Accountabilities:
- Supervise the Pavilion stewarding team (including full time and casual staff) so they provide excellent front of house services to Pavilion visitors and stakeholders.
- Oversee all stewarding functions, including Health and Safety, visitor access, room bookings, concierge services, key security and cloakroom.
- Support the Pavilion Manager with the recruitment, induction and training of new team members.
- Produce and manage the monthly security duties rota.
- Produce the cricket match day duty rota and provide early morning briefing to Stewards on match days.
- Work closely with the Head Steward’s Office to identify and meet requirements for casual Stewards to cover major and minor match days and Pavilion functions.
- Accurately process the Stewards’ monthly and major match payrolls.
- Carry out any other reasonable request as directed by your manager.
This job profile is not an exhaustive or definitive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties of the jobholder might differ from those outlined in the job profile and duties might be amended as the job evolves in light of the needs of the business and/or at the discretion of management.
- At all times to be responsible for the safety of yourself and others through adherence to Club (and legal) safety regulations and procedures.
- To be familiar with the Pavilion fire and evacuation procedures and to operate in any necessary or appropriate capacity as Fire Warden.
- Oversee all stewarding functions, including Health and Safety,
- Be self-motivating with a positive and proactive approach to all elements of the role.
- Take responsibility for own actions and outputs.
- Act professionally with all staff and visitors.
- Actively promote team work by supporting others and sharing knowledge.
- Deliver high quality outputs to meet agreed targets.
Required skills, qualifications & experience
- Supervisory, first-line management experience including the ability to manage performance against agreed objectives.
- Working in a high profile customer service (or security) environment covering extended hours of operation. For example, a sporting venue, hotel environment or a Private Members’ Club.
- Strong interpersonal skills to develop and maintain working relationships with colleagues and Pavilion Stakeholders including (but not limited to) the Head Steward’s Office, Meetings and Events, Catering, Tours Office, Membership, Facilities Departments, players and officials, MCC Members and their guests.
- Training and developing a team to maximise their potential.
- Making sound decisions in a sometimes fast moving and pressured environment.
- Administration, rostering and staff scheduling experience.
- Excellent face to face customer service skills
- Excellent verbal and written communication skills
- Good team worker as well as team leader, able to work within the Pavilion Stewards’ Team and the wider Lord’s Team.
- Proficient in using basic IT software including Outlook, Word and Excel
- A willingness to gain appropriate training/qualifications to enable him or her to conduct their duties, particularly in first aid, security and customer service activities
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