London Metropolitan University – Front of House Manager

Front of House Manager

Candidate Information Pack


Introduction London Metropolitan University The Estate Job description and person specification Working at London Met Application process

Introduction London Metropolitan University is a striving and ambitious institution committed to transforming the lives of its students through excellent education. We are committed to making education available to people from all walks of life, creating and advancing social justice, social mobility and access to opportunity and professions. Our graduates benefit personally, but also contribute to society, culture, public services and the economy in all areas of London, the UK and around the world. This role is the face of London Met’s campus welcome for all students, staff and visitors. The Front of House reception teams are the first point of contact on campus and the welcome they create needs to be exceptional. They are responsible for a number of duties including issuing visitor and contractor passes, providing first aid cover and dealing with enquiries. The Front of House Manager manages the bar teams for the Rocket and Great Hall, London Met’s main events space. The Front of House Manager will lead their teams in achieving customer service excellence. The successful candidate will have previous experience in leading a customer facing team, in a hospitality, event management or public venue setting and be passionate about delivering a best in class service. Strong communication, leadership and problem-solving skills will be essential, as well as the ability to be build strong relationships.

London Metropolitan University

London Metropolitan University has a rich history with strong educational roots dating back to 1848. The University as it is today was created in 2002 with the merging of London Guildhall University and the University of North London, the first merger between two universities in the UK. Based in one of the world’s most exciting capital cities, London Met is home to a diverse community of inspiring and determined learners, teachers and innovative thinkers. We offer a wide range of courses, from undergraduate and postgraduate degrees to short courses and professional qualifications, many of which are available to study full-time or part-time. We take pride in helping our students reach their goals and succeed in their careers. 96.7% of all London Met graduates are in work or further study within six months (Destinations of Leavers from Higher Education survey 2016–17). All of our undergraduate courses include some form of work-related learning, such as a placement, client project or on-campus work experience, and many courses are accredited by professional bodies.

Our mission To transform lives through the power of education.

Academic vision To be the university of choice, transforming lives for a diverse range of students from London, the UK and around the world.

Our values • Integrity • Excellence • Service • Collaboration and teamwork • Effective citizenship

We had a total of 9,714 UK-based higher education students in 2018–19, of which:

The University’s academic structure is made up of six schools

Guildhall School of Business and Law Offering a dynamic and relevant portfolio of business and law courses.

School of Computin Media Offering qualification creative technologies

School of Social Professions Focusing on employability and developing graduates for the world of work.

School of Social Sc Demonstrating the re science as a tool for change.

ng and Digital

School of Human Sciences Offering a wide range of courses in subjects including science, dietetics, and sport.

ns in subjects from s to electronics.

ciences elevance of social affecting societal

School of Art, Architecture and Design Internationally recognised for high quality teaching, excellent facilities and unique opportunities.

The Estate The university is spread across two teaching campuses totalling 79,599 sqm GIA: one in the heart of Aldgate which houses the School of Art, Design and Architecture ranked 4th in the UK university league tables. The main campus is in Islington which includes the award winning Graduate Centre designed by internationally acclaimed architect Daniel Libeskind. In addition there is the specialist business incubator, the Accelerator, located in Shoreditch and high- ly regarded for its annual Big Ideas Challenge. Innovative teaching spaces In spring 2018 we opened our brand new world-class teaching facility in the Roding Building consisting of 11 high-spec classrooms installed with cutting-edge technology, including a state of the art Ideation room with the world’s largest, interactive, digital whiteboard. There are study commons rooms, a variety of social spaces and accompanying breakout seminar rooms, IT suites and collaboration spaces, across three floors. Specialist facilities We officially opened the University’s Cyber Security Research Centre in September 2018 with a dedicated investment of £500,000. The University also boasts state-of-the art facilities from a brand new UN accredited Translation and Interpretation Suite, a mock courtroom, Bloomberg suite and purpose-built art, design and recording studios. Student Union Opened in 2018, our newly refurbished Harglenis building is a space dedicated to our Students’ union centre providing social and office space with its own student radio studio station, Verve. Library and study space Housed within a refurbished 1960’s glass factory, this facility provides over 9642sqm GIA of formal learning space with a wide range of study spaces and facilities to support student learning. Hospitality and catering The university supports seven catering outlets across all of its campuses including a brand new catering outlet called the Highbury Canteen providing a combination of hot meals and branded coffee shops. This is in addition to the 352 seat licensed Rocket Student Bar and recently refurbished 400 seat Great Hall venue built in 1896 which is used for a wide scope of events such as conferences, exhibitions, trade fairs, award ceremonies, receptions and conventions.

Business Incubation Based in Shoreditch, our specialist business incubator space, Accelerator provides the perfect home for the student enterprise programme which gives London Met’s passionate early stage entrepreneurs a chance to turn their business ideas into viable ventures through a network of advisors and investors, experts and mentors and an active events and initiatives programme. For 15 years Accelerator has been helping their community of tech start ups to grow and scale in the heart of Tech City. World Class teaching laboratories We have spent over £30 million to create one of the largest and most advanced science teaching facilities in Europe. Our Science Centre on Holloway Road is home to an incredible Superlab, which has 280 individual workstations and is one of the largest and most advanced science teaching facilities in Europe. The centre offers exceptional teaching and research facilities, giving our students a cutting-edge experience of learning science.

Job Description

Front of House Manager Job Purpose

To manage the Front of House team to ensure they deliver excellent customer service to students, staff and visitors via professional and appropriate staffing of reception points. Rota management of all Front of House Assistants and maintaining a pool of casual staff. To manage internal Hospitality operations including permanent and casual staff, the hospitality system, and external/contract suppliers. Key areas • Lead the day-to-day management of the Bar assisted by the Hospitality & Bar Supervisor. • Work collaboratively with the Events Manager and their team to ensure smooth delivery of bar and reception services at events. • Work closely with the catering services contractor and other suppliers of goods and services. • Support and assist in the planning and organisation of events. • Work closely with the Estates Business Partners to provide a main point of co-ordination for schools/departments to report any specific reception and Hospitality needs such as ad-hoc events/activities or special visitors. Main duties and responsibilities The postholder will: • Oversee the administration of the bar including stock ordering, delivery process, stock control etc. • Set product ranges and prices for the bars, periodically reviewing suppliers for quality and ensuring value for money. • Ensure all relevant Health & Safety requirements are met and maintained including food hygiene standards. • Undertake Duty Management of events as part of a rota. • Line management responsibility for the Hospitality & Bar Supervisor and a team of Front of House Assistants including appraisal, development and objective setting, performance, instruction, guidance and support, grievance and disciplinary procedures, recruitment and induction; • Supervise and direct casual staff involved in events and hospitality services,

including their training and induction; manage staff rotas to cover operating hours over seven days per week. • Manage staff rotas to ensure optimum staffing of reception and events. • Work flexibly to manage services and events over seven days per week. • Work collaboratively with the catering service contractor ensuring that they have access to the services they require, and that our requirements for hospitality are communicated in a timely manner. • Audit catering services periodically with the Events and Hospitality Services Manager, and check that hospitality services are being provided to the standard required. • Liaise and work collaboratively with other Estates teams including security, cleaning, porters and maintenance.

Miscellaneous • Exemplify and promote the values of the University. Have a strong commitment to coaching and developing; working cooperatively with colleagues; valuing the contribution of others and sharing knowledge and expertise. • Undertake other duties of a reasonable nature, as may be determined by the postholder’s supervisor from time to time, in consultation with the postholder. • Carry out all duties in accordance with the University’s Equal Opportunities Policy and other policies designed to protect members of staff or students from harassment. It is the duty of the postholder not to act in a prejudicial or discriminatory manner towards members of staff, students, visitors or members of the public. The postholder should also counteract such practice or behaviour by challenging or reporting it. • Take reasonable care of health and safety of self, other people and resources whilst at work to comply with the University’s Health and Safety Policy, Codes of Practice and local rules. • Co-operate with the line manager or any other person with specific responsibility for health and safety, to enable the University’s responsibilities under the Health and Safety at Work Act to be performed. • Work flexibly as required to manage a seven days per week service

Person Specification


Relevant Criteria

Essential/ Desirable

Relevant experience Experience of managing complex staff rosters and timesheets across a large team. Experience of delivering a customer focused welcome in a relevant or similar environment. Experience of managing a reception team. Experience of running a bar operation. Experience of delivering hospitality services. Experience of working with in house and contractor teams across a hospitality setting.



Experience of money handling and associated financial procedures Experience of managing EPOS till system and associated contracts; Duty management experience. IOSH trained. Personal License Holder (or ability to become one) or passed the BIIAB Level 2 Award (and be willing to apply for a license). Good understanding of licensing legislation Knowledge and experience of security functions across a large complex estate. Knowledge of event or venue security. Knowledge of food hygiene and appropriate licensing legislation

Education and training

General and special knowledge


Relevant Criteria

Essential/ Desirable

Skills and abilities


Ability to manage large teams, which include casual staff. Ability to lead and train a team in delivering exceptional customer service. Ability to work with colleagues across departments and deliver a consistent professional service. Excellent communication skills with ability to give clear instructions and direction A friendly and approachable manner. Ability to work flexibly to manage a seven day operation Good IT skills with proficient use of Microsoft packages. A strong commitment to: • the University’s values, mission and strategic plan; • a “coaching and developing” approach when dealing with colleagues and students; and • working collegially; valuing the contribution of others and sharing knowledge and expertise.



Special requirements

Working at London Met

In addition to the working in an ambitious, dynamic and diverse organisation and a competitive salary level, staff working at the University additionally benefit from: • generous annual leave entitlement • a career salary average pension scheme with up to 18% employer contribution • Local Government Pension Scheme (LGPS) members have the option to pay into shared cost salary sacrifice AVCs • a fee waiver scheme for staff undertaking relevant university courses • free on-site sport and fitness facilities including gymnasium use and classes • access to 24/7 confidential support from our Employee Assistance Programme by phone or a mobile app which includes telephone counselling • free employee eye tests and discounted spectacles through our eye care voucher scheme • interest free season ticket loan (after completing probationary period) • a professional staff development programme • tax efficient salary sacrifice schemes for childcare vouchers, cycles and cycling equipment • employee private healthcare plan through the Simply Health cash plan • access to library facilities • access to below market rate sports injuries treatments • a broad range of formal and informal development opportunities to enhance your career • commitment to lifelong learning.

Equality, Diversity and Inclusion

Championing equity and inclusion lies at the heart of everything we do here at London Metropolitan University.

You can find out more about our values and the action we’re taking by visiting our Centre for Equity and Inclusion and our Equality and Diversity webpages.

Application Process The University is being supported on this recruitment campaign by the search consultancy The Management Recruitment Group (MRG). To arrange a confidential briefing conversation please contact our advisors James Gregory ( and Hannah Searle ( of MRG on 0203 962 9900. Applications should consist of a comprehensive CV (of not more than 4 pages) and a covering letter (of not more than 2 pages). Applications should be sent to and The closing date for applications is Sunday 24th October 2021

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