Event 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 Event Hospitality Assistants work across all
areas of Alexandra Palace and support the operational
team to deliver great experiences including live music,
live sport, exhibitions, Theatre shows and Park events.

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

Event Hospitality Assistant

Department:

Catering

Responsible To  Catering Supervisors / Assistant Catering Managers

Overall job
purpose

To provide excellent customer service across all catering outlets including: ice café,
park catering, theatre bar and event catering (backstage bar).

Key internal
relationships

Catering Supervisors
Catering Managers

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:

50%

-  Prepare and deliver food and beverage orders (alcoholic and

non-alcoholic)

-  Process cash and card transactions
-  Clear and clean tables
-  Answer customer enquiries about Alexandra Palace’s events

and history

-  Direct customers and clients

2.  Prepare units at the start of the working day and assist with the

15%

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.

15%

4.  Demonstrate solid product knowledge including seasonal

10%

menus and food offerings being able to advise on special dietary
requirements if required, actively promoting sales opportunities

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.

5%

5%

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Person
Specification

Essential

Desirable

Education / Qualifications /
Memberships

Educated to GCSE level with grades A-C
in English and Maths or equivalent

Food safety certificate level 2

To be able to speak English to a level that
enables you to complete your job
effectively

Experience

Bar experience is preferable but training
will be given

Experience delivering face to face
customer service

Barista experience

Experience handling and processing cash
and card transactions preferably gained in
a retail catering environment

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

DIMENSIONS
Financial responsibilities

    Cash handling

  People management responsibilities
    n/a

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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.
2.
3.
4.
5.

We are Collaborative
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

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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

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team

    Work together collaboratively- acting as one
1
e
v
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  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
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  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

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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
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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

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e
v
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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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