Front of House Manager

Silverstone; Towcester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading motorsport venue seeks a Karting Front of House Manager to oversee operations and enhance customer experiences at Kart Silverstone. This pivotal role is designed for individuals passionate about delivering exceptional service while managing a high-performing team in a vibrant motorsport environment.

Qualifications

• Proven leadership in team management and customer service, preferably within motorsport or leisure sectors.
• Exceptional customer service skills with a passion for creating memorable experiences.
• Excellent communication and problem-solving skills, especially under pressure.

Responsibilities

• Oversee all aspects of the Kart Silverstone Reception and FOH areas, ensuring efficient operation.
• Lead efforts to deliver unforgettable customer experiences from booking to post-event feedback.
• Manage daily FOH operations, ensuring optimal track utilization and flawless event execution.

Skills

Leadership

Customer Service

Communication

Problem Solving

Job 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 efficient operation while leading by example and championing customer service and experience.

Key Relationships

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

• 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
• 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 creating different product types, product mix, and scheduling.
• Collaborate with wider business stakeholders, venue, health and safety, security, and medical teams to ensure efficient planning and delivery.
• Manage daily FOH operations, leading the FOH team to ensure optimal track utilization, flawless event execution, and a seamless customer journey.
• Proficiently operate all Kart Silverstone systems, including booking and timing.
• Oversee onboarding and training of new FOH staff.
• Assist with ad hoc tasks as required by the Assistant Karting Manager.
• Deputise for the Assistant Karting Manager when needed.
• Regularly review SOPs for all FOH activities.
• Contribute to the development of exclusive events, the Kart Silverstone Academy, and Championships.
• Oversee Laundry and Merchandise operations in collaboration with relevant teams.
• Maintain high standards of presentation and cleanliness in FOH and reception areas.
• Manage stock levels of merchandise, trophies, medals, and non-consumables, ensuring items are in good condition and well-stocked.

Customer Experience:

• Lead efforts to deliver unforgettable experiences from booking to post-event feedback.
• Maintain high service standards, addressing customer concerns promptly.
• Support team in handling complaints, late arrivals, and other issues.
• Promote team collaboration and communication for smooth operations.
• Conduct team briefings with clear operational instructions.
• Ensure FOH team checks and responds to the Kart Silverstone inbox regularly.
• Recruit, develop, and inspire a high-performing FOH team aligned with Silverstone’s values.
• Lead training initiatives in safety and customer care.
• Manage FOH team rotas, attendance, breaks, and performance reviews, adhering to policies and budgets.
• Set and monitor sales targets, providing feedback and incentives.
• Organize sufficient staff coverage and welfare throughout the day.

Safety and Sustainability:

• Conduct regular inspections of FOH and BOH areas.
• Enforce safety protocols, working with regulatory bodies and internal teams.
• Update risk assessments for FOH and reception areas.
• Manage budgets related to staffing, training, and consumables.
• Monitor pricing strategies and operational costs, recommending adjustments to improve profitability.
• Implement cost-saving practices, including stock management and regular counts.

Marketing and Revenue Growth:

• Support marketing campaigns and partnerships to attract new audiences.
• Provide feedback on scheduling and product offerings to optimize occupancy and profitability.
• Drive initiatives like the Kart Silverstone Academy and Championships.
• Identify and promote upsell opportunities and additional Silverstone offerings.

Skills, Knowledge, and Expertise

• Proven leadership in team management and customer service, preferably within motorsport or leisure sectors.
• Exceptional customer service skills with a passion for creating memorable experiences.
• Excellent communication and problem-solving skills, especially under pressure.
• Flexibility to work weekends, evenings, and holidays as required.

Silverstone is committed to safeguarding and promoting the welfare of children and adults at risk. All team members will undergo background and DBS checks prior to employment.

We’re Silverstone, the UK’s leading motorsport venue for over 60 years, hosting events like the Formula 1 British Grand Prix, MotoGP, and Silverstone Festival. Join us and be part of our legacy and vibrant future.