Hospitality Assistant
(Casual)
A L E X A N D R A PA L AC E , A L E X A N D R A PA L AC E WAY, LO N D O N , N 2 2 7AY • 02 0 8 36 5 2121
• ALEXANDRAPALACE.COM
A L E X A N D R A PA R K A N D PA L AC E C H A R ITA B L E TRU S T I S A R EG I S T E R E D C H A R IT Y • C H
A R IT Y REG I S TR ATI O N N U M B E R: 2 819 91
ABOUT ALEXANDRA PARK AND PALACE
Alexandra Park and Palace is a major event, heritage
and cultural destination in north London.
We deliver great experiences for everyone, every day
of the year, at major events. We are known for our
diverse entertainment programme, our natural parkland
and panoramic views of the city.
ROLE DESCRIPTION
The Hospitality Assistants work across some areas
of Alexandra Palace, including the East Court café,
boating lake café and theatre bars. They support the
operational team to deliver great experiences.
A flexible and positive attitude is essential along with
good customer service and good communication skills.
Experience working front of house retail or hospitality
is advantageous however bar and barista training will be
given.
The hourly rate is £13.85 (London Living Wage)
HOW TO APPLY
To apply please send your CV and a cover letter outlining how you meet the requirements of
the role to recruitment@alexandrapalace.com.
Applications will be shortlisted on receipt
Please note that due to the volume of applications we are unable to provide feedback to those
not shortlisted for interview
Please note as this role requires post holders to sell alcohol, applicants must be 18 or over.
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Job Title
Hospitality Assistant
Department:
Catering
Responsible To Catering Supervisors / Assistant Catering Managers
Overall job
purpose
To provide excellent customer service across all catering outlets including: East Court
Café, Boating Lake Café, Theatre bars and other areas.
Key internal
relationships
Catering Supervisors
Assistant Catering Managers
Café Operations Manager
Key duties and
responsibilities
1. Deliver excellent customer service by ensuring that customers are served
efficiently and made to feel welcome. Activities may include but are not limited
to:
- Prepare and deliver food and beverage orders (alcoholic and non-alcoholic)
- Process cash and card transactions
- Clear and clean tables
- Answer customer enquiries
- Direct customers and clients
2. Prepare units at the start of the working day and assist with the closing down of
operations at the end of the day (depending on shift pattern) keeping to
advertised opening times. This includes:
Switching on / off equipment and lights
- Opening / closing doors and shutters
- Collect floats from the cash office
-
- Cashing up at the end of the day
- Carrying out scheduled cleaning duties in public areas
- Report takings to the Catering Manager
-
Sign unit keys in and out
3. Monitor stock levels (food, beverage, disposables) and inform Catering
Supervisors / Management when stock is running low. Ensure that all products
on display are clean, tidied, priced and fully stocked, and assist with taking
deliveries and orders.
4. Demonstrate solid product knowledge including seasonal menus and food
offerings being able to advise on special dietary requirements if required,
actively promoting sales opportunities
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5. Uphold all legislative and licensing requirements associated with food health
and safety and the sale of alcohol including carrying out the venue’s Challenge
25 policy
6. Maintain excellent communication between management and the shop floor,
escalating concerns and resolving customer complaints in a timely and
professional manner.
Person
Specification
Essential
Desirable
Education / Qualifications /
Memberships
To be able to speak English to a level that
enables you to complete your job
effectively
Food safety certificate
Experience
Experience delivering face to face
customer service
Bar experience is preferable, but training
will be given
Experience handling and processing
transactions preferably gained in a retail
catering environment
Barista experience
Experience preparing food and drink
orders
Experience resolving customer complaints
and issues
Awareness of Alexandra Park and Palace’s
event programme
Skills and Knowledge
Strong verbal communication skills with
the ability to speak confidently with
customers and provide a warm welcome
Ability to multi-task and work in a fast-
paced environment
Customer focussed
Proactive and flexible approach
Team player with a ‘can-do’ attitude
Punctual and reliable
Available to work a flexible shift pattern
Including some weekends, late nights and
bank holidays depending on the event
programme
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DIMENSIONS
Financial responsibilities
Cash handling
People management responsibilities
n/a
GENERAL OBLIGATIONS
i. Health and Safety
All employees have a legal duty to ensure the health and safety of people at work and members
of the public on site in accordance with H&S legislation and AP policy.
ii. Equality and Diversity
Alexandra Palace is committed to the fair treatment of all our staff. We are committed to
giving equal access to recruitment and selection, promotion and career development, training,
pay and benefits.
We will provide reasonable support to disabled applicants throughout the recruitment process.
If you feel that you need any additional support or reasonable adjustments to take part in the
interview process, please contact the HR team
iii. Safeguarding
Demonstrate commitment to safeguarding of children, young people, and adults at risk.
iv. GDPR
To handle personal data in accordance with the organisation’s data protection policy and to
record all processing activities in the organisation’s data register where appropriate.
v. Sustainability
We are committed to a Sustainability strategy and policy, working towards finding new,
innovative, and economical ways to stay green.
CUSTOMER SERVICE STANDARDS
VALUES AND BEHAVIOURS
1.
We are Collaborative
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2.
3.
4.
5.
We are Bold
We are Open and Genuine
We are Passionate and Fun
We are Resourceful
The Core Competency Framework
Each competency has an overall description. It is then broken down by level into “We will” and
“We won’t” indicators. This role is a level 1 (of 4) and therefore should be demonstrating
behaviours at level 1.
1. We are COLLABORATIVE
“We work as one team, sharing ideas, knowledge and insight to achieve our common purpose”
We Will
l
team
Work together collaboratively- acting as one
1
e
v
e
L
Communicate with colleagues and other
teams - building relationships, sharing
information and reducing silos
Attend and actively participate in team
meetings
Look for frequent opportunities to socially
interact across the organisation
Ask for help more often
Pro-actively offer help if a team member is
struggling
We Won’t
Wait to be asked for help or leave people
to struggle
Work in silos
Make decisions without consulting each
other
Withhold information from others
Be silent and uncommunicative
Hold back because of lack of time or
interest
Ignore the phone or customers
Act divisively
2. We are BOLD
“We are bold and we embrace change – we constantly look for new opportunities and innovative ways
of doing things”
We Will
l
Bring creative ideas to work, share them
1
with others and influence to make them
e
v
happen
e
L
Be adaptable and open minded - listen to
new ideas and try new things
Demonstrate a passion for learning put self
forward to be trained and to train others
Be more vigilant in spotting the things which
could be better
Admit when a mistake has been made or
could have been done better
Welcome change as a way to learn and grow
We Won’t
Resist change and new ways of doing things
Be afraid to try new things
Be defensive when constructive criticism is
offered
Make the same mistakes
Hold back ideas
Blame others if new things go wrong
Dismiss or shut down ideas without
suggesting alternatives or looking at ways
to make it work
See setbacks as failure
3. We are OPEN AND GENUINE
“We are inclusive and diverse - welcoming all through our doors. We are genuine - we do what we say
we will and do it in a way that is in line with our values.”
We Will
We Won’t
6
l
Treat people with respect, irrespective of
1
e
v
e
L
their opinions, beliefs or background
Demonstrate good manners with everyone
Listen to others and value their opinions
Take time to get to know other individuals
and teams, who they are, what they do and
how we can help
Disrespect colleagues or customers
Single out, exclude or discriminate against
people because they are different to me or
for any other reason
Dismiss the views of others because their
opinion and perspective is different to ours
Criticise colleagues in front of others or
Discuss things in person and not rely on
the public
email
Be more culturally aware and understanding
Take sides when hearing different opinions
Bring personal problems into work on a
of difference
regular basis
Work sensitively and collaboratively with all
Meet commitments and keep promises -
follow up on enquiries or requests for
information promised
Confront difficult situations
Talk or gossip about others
Talk the organisation down inside or out
Fail to deliver on what we have promised
4. We are PASSIONATE & FUN
“Our job is to put smiles on people’s faces, by being engaged and passionate about all that we do. We
deliver our purpose with fun and enjoyment”
1
l
e
v
e
L
We Will
Demonstrate enthusiasm and excitement
in the delivery of our roles
Express passion, energy and fun with
colleagues and customers
Focus on quality – completing work on
time and accurately
Take visible pride in our work every day
Be self- motivated and stay positive even
when sometimes it is hard to do so
Deliver the best experience for our
customers
Look for opportunities to bring fun to
work
We Won’t
Create a negative atmosphere
Demonstrate a can’t do attitude
Allow the negativity of others to affect me
Take things to heart
Take a careless attitude to the quality of
our work
Say “I don’t know” – I will go and find out
Say “It’s NOT my job”
5. We are RESOURCEFUL
“We use what we have creatively to get the best results possible, solving problems and overcoming
difficulties”
1
l
e
v
e
L
We Will
Be determined to deliver making best use
of the resources we have
We Won’t
Bring problems without thinking of
possible solutions or suggestions
Say yes more often and then work out how
Abandon problems hoping someone else
to do it with what we have
will solve them
Say “Yes” if I know I can’t do something
Use budget as an excuse not to do things
Be wasteful of time, resources, energy and
equipment
Use initiative to solve problems – seeing
every problem as a challenge and an
opportunity to grow
Minimise wastage and recycle more
Look after resources as if they are personal
belonging s- keeping them tidy and
maintained
Make suggestions on how to make things
more efficient or reduce cost
Take accountability and show a “can-do”
attitude
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