ROLE PROFILE FORM
The University of Nottingham
Job Title:
Front of House Manager
Department:
University of Nottingham Sport
Job Family & Level:
APM 3
Salary:
£22,249 – 26,537 per week, depending on skills and
experience. Salary progression beyond this scale is subject to
performance.
Hours of Work:
36.25 hrs/ week
Contract:
Permanent
Location:
University of Nottingham
Reporting To:
Assistant Director OF Sport (Operations)
Purpose of the Role:
The post holder will manage the day to day operations in relation to the front of house
service; creating and embedding a culture of excellent customer service; training and
mentoring the front of house teams, ensuring a high degree of awareness of sports
department programmes and maximising sales opportunities; contributing to and
implementing front of house systems and procedures to ensure a consistently high
quality service delivery at all times; researching and reacting to customer needs and
preferences and maximising customer satisfaction.
Support the delivery of the Vision for Sport to deliver an outstanding student sporting
offer within a sector leading facility, and establish the University as the first choice for
students wishing to combine a top quality education with an outstanding sporting
experience.
Main Responsibilities
1.
% time per
week
Staff Management
 To manage and motivate the David Ross Sports Village Front of
House Team, promoting and embedding a culture of excellence,
directing work programmes and ensuring efficient and effective
service delivery.

To manage and monitor staffing levels of the David Ross Sports
Village team, planning and preparing shift rotas as required; acting
as receptionist on occasion to ensure required levels of cover are
maintained.

Liaise with Sports Facility Managers at the Sutton Bonington and
Jubilee Campuses to establish key areas of support in relation to
service delivery and customer interaction

To assist with the creation, planning and delivery of sports facility
staff training programmes, including all necessary induction and
refresher training and maintaining records in accordance with
1
30%
departmental procedures.
2.
3.

To ensure levels of sickness and absence are recorded, addressing
issues arising in accordance with University Policy, liaising with the
David Ross Sports Village Manager where required.

To carry our performance appraisal of staff where required

Ensure all reception staff understand and work to support our
business goals and are clear about their own role and purpose in
helping us to achieve those goals.
Customer Service
30%

Maintain a high degree of visibility front of house, proactively
managing and developing service delivery, embedding and
delivering a culture of service excellence.

Assist with the development of quality management systems and
front of house procedures for the department, collecting and
collating feedback from the teams, making suggestions for edition
updates and implementing robust systems to ensure effective
communication and service delivery.

To assist with the planning and co-ordination of required
performance and quality audits, ensuring regular completion in all
areas; collating scores in accordance with agreed Key Performance
Indicators, reporting and acting on findings to ensure all required
standards are achieved

To plan and co-ordinate the programme of service testing and
customer feedback, with respect to customer suggestions, mystery
calls and visits; liaising with colleagues in the Students Union with
respect to utilisation of student mystery shoppers; Collecting,
collating and publicizing results to staff and customers.

Identify and develop relevant service metrics that enable
performance to be measured, reviewed, managed and where
appropriate celebrated and rewarded, ensuring continuous
development and improvement

To manage the processes relating to customer enquiries,
suggestions and complaints received via the departmental enquiry
inbox, or via telephone and face to face interaction; achieving key
performance indicators with respect to timing, resolution and quality
of response; engender and embedding a culture of ‘first time
resolution’ of issues, empowering the front of house teams via
regular training and mentoring

Continually review best practice and innovation in customer service
from other sectors and organisations to enable effective bench
marking, service assessment performance improvement.
Sales
 Ensure all front of house staff pro-actively promote University Of
Nottingham Sport services and products, with particular focus on
sales of memberships, sports and activity courses and retail goods;
Creating and assessing key performance indicators in liaison with
the Assistant Director of Sport (Operations)

To liaise with the Assistant Director of Sport (Business
Development) as required with respect to direct support for
membership sales campaigns to internal and external customers.
2
20%
4.
Systems & Processes
Operational
 To support the Sports Centre Managers with the effective
communication of all relevant procedures and policies, for example
NOP’s and EAP’s and Front of House procedures, ensuring staff are
able to demonstrate a high degree of awareness and competence at
all times.

To manage the Departmental front of house telephone system
across all reception areas ensuring efficient, effective and customer
centred processes are in place; making suggestions for upgrade and
improvement; manage and co-ordinate automated voicemail with
respect to greetings, and key service information, for example,
opening and closing times; manage and return key performance
indicators with respect to system use by front of house staff.

Operate the Departmental IT leisure management software system
with respect to current and advance bookings of events and
activities, utilising information to ensure planning of appropriate
staffing resources and maintaining excellent levels of service
delivery.

To demonstrate a clear knowledge of all booking activity, schedules,
courses, prices, memberships, offers and other relevant information
and know where to direct enquiries to when appropriate.
15%

To ensure customer entry and admission in accordance with
University Of Nottingham Sport Policy, recording attendances and
verifying member status at app times
Financial
 To ensure robust and transparent systems are in place with respect
to handling and recording of cash transactions, reconciliation,
storage and banking; liaising with Sports Centre Managers, the
University Of Nottingham Audit and Finance Departments where
required to ensure compliance and best practice.
5.

To undertake appropriate administrative duties when required, for
example, raising of orders, stock checking and receipting of goods
received

To assist David Ross Sports Village manager with the operation of
the retail service with respect to stock management procedures,
and maintenance of stock levels.
Departmental support
5%

To exhibit a flexible approach to work, providing a presence within
the sports facilities outside of normal office hours and in accordance
with programme needs when required.

To act as Duty Manager for the David Ross Sports Village when
required, for example, in cases of unplanned absence, large events
or annual leave.

To assist with the delivery of marketing campaigns, ensuring
awareness and implementation from sports centre staff and helping
to develop the UoN sport brand.

To be present for departmental and University wide events, for
example, freshers fair, open days and the alumni sports weekend,
3
offering support
required.

and
guidance
and
assisting
delivery
where
To undertake any other duties as requested in relation to this post,
including reception shift cover when needed if requested.
Knowledge & Skills
Essential
Qualifications/
Education
Desirable
 Evidence of basic literacy and
numeracy i.e. GCSE Maths and
English C Grade
 First aid qualification or
willingness to work towards
gaining such a qualification
 Knowledge of working within a
sport and leisure environment
 Knowledge of leisure
management IT systems
Skills / Training
/ Knowledge
 Ability to recruit, engage, lead
and manage a team of staff
effectively
 Excellent communication skills,
both written and verbal
 Ability to work both
independently and as part of a
team.
 Evidential Web content
management
 Relevant certification with
respect to human resource
management, eg CIPD
foundation certificate
 Problem solving skills.
 Ability to establish and maintain
effective working relationships
with organisations and/or
individuals.
 Ability to meet deadlines and
prioritise work effectively
 Ability to maintain a positive
attitude in the face of
unexpected and stressful
situations
 Excellent telephone manner
 A high level of accuracy and
attention to detail
Experience
 Experience of working in a
customer focused environment
 Experience operating in an HE
sports environment
 Experience of delivering training
and mentoring to staff
 Knowledge and understanding
of the structures university
sport.
 Computer literate, with a
working knowledge of Microsoft
Office suite and social media.
 Experience of managing budgets
4
 Experience of gathering,
analysing and presenting data
and reports
 Clerical and administrative
experience including cash
handling
 Experience of a sales, retail or
equivalent environment
Other
 Enthusiastic and dynamic person
with a passion for people
management and customer
service
 An enthusiasm for sport and
physical activity
 Flexible and creative approach
 Excellent communication skills
 Excellent customer service skills
 Ability to work effectively with
and motivate staff
 Demonstrable focus on quality
and excellence
 Willingness to work shift
patterns
 Personable
 Self-motivated.
 Team Player
Scope of the Role
The post holder will effectively manage the front of house service on a day to day basis,
and therefore is largely focussed on quality service delivery, providing a safe
environment, staff management. The post holder will report to the David Ross Sports
Village Manager.
Additional Information
Hours of work are 36¼ per week. Candidates will need to flexible in their approach to their
working hours noting that the operational hours are between 5.30am and 11 pm seven days a
week. Post holders may be occasionally asked to work outside of normal working hours, for
some events and essential building maintenance.
Primary role functions relate to the general operational management of the sports Village front of
house service
Post holders may be required to operate from any one of the sports sites.
Post holders will be required to conform to the department’s uniform regulations, including
wearing Personal Protective Equipment, where necessary and whenever advised to do so.
.
5
Head of School/Department (or
nominee) :
Dan Tilley
Date completed :
April 2016
6