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Host Manager

Fulham Pier

Positioned along the Thames and nestled by parkland, we’ve bought life to this pocket of Southwest London by creating a unique destination that’ll be open morning, noon and night. Whether a visitor is looking to start the day with sunrise yoga, pop in for a flat white in between meetings, make space for mindfulness in their lunch break, try a pizza making class with the kids, or make a date with a glass of bubbles, there’s something for everyone.

Your role in this destination is to be the exceptional host, to make every visit a memorable experience, to make every day worth savouring. Fulham Pier is the heart of the community, and so are you. 

Role

Welcome to an exciting opportunity at Fulham Pier, where we are seeking a dynamic Host Manager to lead and inspire our team in delivering exceptional guest experiences. You will play a pivotal role in shaping the guest journey at our prestigious venue. As the Host Manager, you will not only oversee the recruitment, training, and scheduling of the host team but also ensure that every guest receives a personalised and memorable service. Your leadership will be crucial in fostering a high-performing environment, and you will collaborate closely with various departments to enhance our overall hospitality. If you have a proven track record in hospitality management, exceptional communication skills, and a passion for outstanding customer service, we invite you to join us in creating unforgettable experiences for our guests.

What you’ll do:

  • Lead, motivate, and inspire the host team to deliver outstanding customer experiences.
  • Manage recruitment, onboarding, and ongoing training for the host team.
  • Schedule staff effectively for matchdays and non-matchday events.
  • Ensure that all hosts provide an exceptional and personalised experience for guests.
  • Handle and resolve customer feedback and complaints promptly and professionally.
  • Collaborate with other departments to enhance the overall guest journey at Fulham Pier.
  • Monitor and improve service performance, implementing strategies to address gaps.
  • Ensure all team members comply with health and safety, licensing, and venue policies.
  • Liaise with other departments (e.g., catering, security) to ensure seamless operations.
  • Develop and implement training programmes for hosts to maintain high service standards.
  • Regularly evaluate and refine service processes to exceed customer expectations.
  • Conduct regular performance reviews and provide constructive feedback to team members.

What you bring:

Experience:

  • Proven experience in a supervisory or managerial role within hospitality, customer service, or events.
  • Demonstrated success in leading high-performing teams in fast-paced environments.

Skills:

  • Exceptional leadership and communication skills.
  • Strong organisational and time management abilities.
  • Excellent problem-solving skills and the ability to stay calm under pressure.

Knowledge:

  • Knowledge of premium hospitality operations and guest service excellence.
  • Familiarity with health and safety, licensing laws, and event operations

What we offer:

  • 40 hours per week
  • Up to £33,000 per annum
  • Unlimited access to an online platform offering mental health and wellbeing support.
  • Employee Assistance Programme to help with everyday issues or larger problems where you may need additional support, including legal and financial advice, support with work related issues or personal issues such as bereavement.
  • Access to a free health and wellbeing app that provides rewards for maintaining a healthy lifestyle and includes access to a 24hr virtual GP and various other services.
  • The Sodexo Discounts Scheme, offering great deals 24/7 (also open to friends and family) and/or the prepayment cashback card.
  • Money Insights and financial benefits via the Salary Finance Platform.
  • Save for your future by becoming a member of the Sodexo Retirement Plan
  • A Death-in-Service benefit for colleagues who pass away whilst employed by Sodexo
  • Opportunities to enable colleagues to grow and succeed throughout their career at Sodexo, including a variety of learning and development tools.
  • Cycle to Work Scheme to help colleagues to do their bit for the environment whilst keeping fit.
  • Volunteering Opportunities to enable all colleagues to help support worthwhile causes in our communities.
  • Flexible and dynamic work environment 
  • Competitive compensation 
  • Full training and full protective uniform supplied. 

Application

To apply, please click here

Health & safety

As confident custodians, all staff must adhere to Fulham Pier’s Health and Safety policy as well as comply with all role specific health and safety requirements. In addition, all staff have the responsibility to report any breach or potential breach in health & safety to a member of the health and safety team or senior manager.

Safeguarding

Fulham Pier acknowledges that everyone has a responsibility for the wellbeing and safety of children, young people and adults at risk who are visiting Fulham Pier. As part of Fulham Pier’s commitment to providing a safe environment for children and adults at risk, we operate a Safer Recruitment Policy which all candidates must comply with. In addition, we require all staff who work with or interact with children or adults at risk to comply with our Safeguarding Children and Safeguarding Adults Policies.

Equality, diversity & inclusion

We are committed to supporting an environment where all staff have a personal responsibility to uphold Fulham Pier’s Equal Opportunities Policy by treating fellow employees, prospective employees, casual workers, prospective casual workers, and customers fairly and impartially.