Job description: We are Wolves. Progressive, determined, bright, unified and humble. A pack that is hungry for success. Wolves is one of the fastest growing professional football clubs in the UK, and also boasts one of the richest histories in the beautiful game.

Formed in 1877, Wolves was a founder member of the Football League, and was one of the country’s most successful sides in the fifties and sixties. During a two decade spell the Black Country’s most decorated side won three First Division titles and one of its four FA Cups.

Fast forward 70 years and Wolves are back amongst football’s elite, in the Premier League for a sixth successive season; but now we compete as a sports and entertainment business across multiple brand verticals. As a challenger club, Wolves dare to be different, which is why creating world class propositions in esports, fashion and music are all part of our ambitious plans.

At Wolves, we don’t simply look to the future, we seize it.

We take seriously our commitment to the safeguarding of children and adults at risk and to ensuring that Wolves is free from discrimination and harassment.

Job purpose

We are recruiting for a Matchday Hospitality Stand Manager (Casual) to join us to ensure our Hospitality customers have the best matchday experience and to oversee a team of matchday hosts.

The successful applicant will be an ambassador for Wolves and deliver impeccable customer service, remaining calm under pressure and professional at all times. They will have a positive attitude, display strong leadership skills and present themselves to a high standard.

Key responsibilities

Overseeing the setting up and organisation of corporate areas within designated stand
Manage a team of matchday hosts (between 4 and 20) and overseeing multiple areas within a stand designated on the day
Dealing with escalated customer enquiries and concerns
Liaising with the Catering and Bar Managers to ensure the best level of service is provided
Auditing corporate areas to ensure they meet the required standard before breaks are taken by hosts
To follow the matchday itinerary
Providing excellent customer service and building customer relationships
Conducting and reporting information from pre and post-match team briefings to the Matchday Manager
General responsibilities

Compliance with Club policies
Compliance with the Club’s health and safety procedures
Compliance with the Club’s safeguarding policies
To promote the Club’s values of progressive, humble, determined, bright and unified
To work consistently to embed equality & diversity into the Club
To undertake such other duties as may be reasonably expected
To maintain professional conduct at all times
Key relationships

Guests in Hospitality
Matchday Manager
Head of F&B
Catering Supervisors and Managers
Corporate Stewards
Scope of role

There is a need to be flexible as the role will require working on a Wolves home matchday (which can either be weekends or evenings)
Person Specification

Knowledge: the level and breadth of knowledge to do the job e.g. understanding of a defined system, method or procedure, legal or regulatory frameworks etc

Desirable

Some football knowledge
Ability to identify potential issues within hospitality
Technical/work-based skills: skills specific to the job e.g. language competence, typing skills, coaching skills etc

Essential

Excellent communication skills with the ability to be discreet when required to be
Have the ability to remain calm under pressure
Have the ability to make on the spot decisions and resolve complaints quickly and efficiently
General skills and attributes: more general characteristics e.g. flexibility, communication skills, team working etc

Essential

Excellent customer service skills
Ability to remain calm under pressure
Ability to identify a problem and resolve it in line with the training and guidance provided
Maintain professional conduct at all times
Understanding of how to work safely with children and/or adults at risk and uphold generally accepted practice when working with those participants
Promote, adhere to and implement the Club’s Equality Policy and to work consistently to embed equality and diversity within Club
Experience: proven record of experience in a particular field, profession or specialism.

Essential

Experience of successful team management including conflict resolution skills
Desirable

Experience of working in Hospitality Previously
Experience of working with customers/ members of the public previously

How to apply

https://www.wolves.co.uk/club/vacancies/

Expected salary:

Location: Wolverhampton

Job date: Fri, 08 Dec 2023 08:44:42 GMT

Apply for the job now!

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