Front of House Manager

Silverstone; Silverstone; On-site; GBP 30,000 - 45,000; Full time

Job summary

Rejoignez une entreprise mondiale prestigieuse en tant que Karting Front of House Manager, où vous jouerez un rôle clé dans la gestion d'une expérience client inoubliable à Kart Silverstone. Vous serez responsable de toutes les opérations du hall d'accueil et de l'équipe FOH, tout en dirigeant des initiatives de formation et en maintenant des normes de service exceptionnelles.

Qualifications

• Leader éprouvé dans la gestion d'équipe et le service client, de préférence dans l'industrie du sport automobile ou de loisirs.
• Compétences exceptionnelles en service client, passion pour la création d'expériences extraordinaires.
• Flexibilité pour travailler les week-ends, soirées et jours fériés.

Responsibilities

• Responsable des opérations de FOH, garantissant une exécution parfaite des événements et un parcours client fluide.
• Gestion des équipes, fixation d'objectifs de vente et supervision de la formation.
• Collaboration avec les parties prenantes pour améliorer la planification et la livraison des services.

Skills

Customer Service

Team Management

Problem Solving

Communication

Job description

Application Deadline: 20 June 2025

Department: Karting

Location: Silverstone

Description

Are you ready to step into the fast lane and take charge of one of the most exhilarating karting experiences in the world? We are seeking an innovative and driven Karting Front of House Manager to help lead Kart Silverstone, a world-class facility at one of the most prestigious motorsport venues on the planet. This is a rare opportunity to play a pivotal role in shaping the future of leisure and motorsport as we build on our vision to become a dynamic, year-round destination.

At the heart of Kart Silverstone is a spectacular 1.4km FIA-CIK circuit, multiple Arrive & Drive configurations, and an iconic two-storey facility complete with a stylish restaurant, roof terrace, customer-focused reception, briefing rooms and workshop. If you’re passionate about delivering exceptional customer experiences, growing a business and leading high-performing teams, this is the role for you.

As the Karting Front of House Manager, you will oversee all aspects of the Kart Silverstone Reception and FOH areas, ensuring that the venue operates efficiently whilst leading by example and championing customer service and experience.

Key Relationships

• Karting Manager
• Assistant Karting Manager
• FOH Team
• Catering Team
• Kart Operations Team
• Admin Team

As well as:

• Directorate
• Head of Leisure
• Revenue and Marketing Teams
• Catering Team
• Public Events Team
• Venue Operations Team
• Health and Safety Teams
• Finance and IT Departments
• External Suppliers
• Instructors
• Commentators
• Drive Team
• Workshop Team
  
  

Key Responsibilities

Operational Management:

• Be instrumental in the pre-opening phase, establishing reception and FOH operational standards and procedures.
• Support the Assistant Karting Manager in the creation of different product types, product mix and scheduling.
• Collaborate with wider business stakeholders, venue, health and safety, security and medical ensuring efficient planning and smooth effective delivery to all customers.
• Responsible for daily FOH operations, management of the FOH team, helping to ensure optimal track utilisation, flawless execution of events and a seamless customer journey.
• Be fully proficient in all Kart Silverstone systems, including booking, timing, etc.
• Oversee the onboarding and training of all new FOH team members.
• Take on ad hoc tasks as required by the Assistant Karting Manager.
• Deputise for the Assistant Karting Manager where required.
• Regularly review SOP’s for all FOH activities and tasks.
• Contribute to the development and delivery of exclusive events, the Kart Silverstone Academy and Championships.
• Oversee the Laundry and Merchandise operation, working in collaboration with the merchandise and operations teams.
• Ensure that the Reception and FOH area’s are maintained to an exceptional standard of presentation and cleanliness
• Oversee stock levels of Merchandise, Trophies/Medals, Non-consumables (helmets, gloves, suits, etc) and balaclavas. Ensuring par levels are maintained, and all items are in a good state of repair and cleanliness.
  
  

Customer Experience:

• Lead and deliver unforgettable experiences from booking through to post-event feedback.
• Maintain exceptional service standards, addressing customer concerns swiftly and professionally.
• Provide overall support to team with any customer complaints, late arrivals or general issues.
  
  

Team Leadership:

• Champion department collaboration and communication to ensure seamless delivery of operations.
• Conduct Team briefings for all FOH team, with clear instructions on how the day will operate.
• Ensure that the FOH team regularly check and action the Kart Silverstone inbox.
• Recruit, develop and inspire a high-performing FOH team who are aligned with Silverstone’s values and culture.
• Lead training initiatives, ensuring all staff excel in safety protocols and customer care.
• Manage FOH team rota’s, lateness and attendance, breaks and performance reviews in line with Silverstone policies, whilst ensuring costs are in line with financial budgets
• Set sales targets for the FOH team, monitor and reward or refocus the team.
• Ensure sufficient team breaks and staff cover is organised throughout the day and staff welfare is available.
  

Safety and Sustainability:

• Conduct pre-opening and regular inspections of the Kart Silverstone reception, FOH and BOH areas.
• Enforce safety protocols, collaborating with regulatory bodies and internal teams to adhere to rigorous industry standards and best practices.
• Review and update FOH and Reception Risk Assessments.
  
  

Financial Management:

• Manage FOH budgets, including staffing numbers, training and consumable usage.
• Monitor variable pricing of products and recommend change where required.
• Understand operational costs and implement strategies to enhance profitability.
• Identify cost saving opportunities and present to the Karting Manager.
• Conduct regular stock counts, review and implement cost saving practices.
  

Marketing and Revenue Growth:

• Assist the marketing team to drive campaigns and partnerships that attract new audiences.
• Understand the scheduling and products on offer, providing feedback and recommendations for better occupancy and profitable scheduling.
• Drive the Kart Silverstone Academy and Championships.
• Drive upsell opportunities (such as helmet camera’s and racing gloves), back to back opportunities and the wider Silverstone offerings (Escapade, Museum, Tours, etc)
  
  

Skills, Knowledge and Expertise

• A proven leader with a track record of success in team management and customer service, preferably within motorsport or leisure industries.
• Exceptional customer service skills, with a passion for creating extraordinary experiences.
• Outstanding communication and problem-solving skills, thriving in high-pressure environments.
• Flexibility to work weekends, evenings and holidays as needed
  
  

Silverstone is committed to safeguarding and promoting the welfare of children and adults at risk and expects all team members and volunteers to share this commitment. Background checks and DBS checks at the appropriate level will be obtained prior to employment commencing.