The British Academy, the UK’s national body for the humanities and social sciences, is seeking a Front of House & Hospitality Coordinator to join our Front of House team.

ROLE PURPOSE / OVERVIEW

As an essential member of our Hospitality team, you will play a vital role in ensuring every visitor and guest feels welcomed, valued, and professionally assisted. This position combines customer service, event coordination, and facility support within a collaborative environment where creativity, empathy, and excellence are paramount.

In this role, you will be the face of the Academy, greeting and assisting guests, visitors, Fellows, and clients to ensure their experience begins with a warm and professional welcome. You will manage event bookings by handling internal requests from staff, Fellows, and building occupants while maintaining accurate records in our CRM system. You will work closely with our eight-person Hospitality team to deliver seamless events and meetings for both internal and external clients, all while demonstrating respect and integrity. Additionally, you will be responsible for keyholding and supporting building security, ensuring our historic site remains safe and accessible for all. With resilience and creativity, you will address a high volume of complex enquiries and event feedback, providing effective solutions and maintaining high service standards in every interaction.

This role is ideal for someone who is confident, responsible, proactive, and enjoys working in a forward-thinking team. A successful candidate will relish the opportunity to collaborate closely with colleagues, ensuring inclusivity and accessibility for all visitors while actively contributing to our mission of fostering learning and knowledge.

OFFICE LOCATION - 10-11 Carlton House Terrace, St James Park, London, SW1Y 5AH

The British Academy offers a competitive benefits package including a 35-hour working week; 34 days’ annual leave plus Bank Holidays; a subsidised canteen and an excellent occupational pension.

We welcome applications from people of all backgrounds, in line with our commitment to create a diverse and inclusive working environment, promote equal opportunity, and address under-representation. We will make reasonable adjustments to support disabled job applicants and offer an interview to those meeting the minimum selection criteria.

 KEY RESPONSIBILITIES

Front of House Operations

• Ensure the reception area is welcoming and well-organised, with continuous staff presence during opening hours.

• Greet and assist visitors, Fellows, clients, and delegates, recording arrivals and departures accurately using visitor software.

• Professionally manage all incoming calls, forwarding messages as necessary.

• Receive, log, and distribute postal and courier deliveries.

Event Support and Coordination

• Oversee internal event bookings, logging details in the ‘Priava’ system and conducting site visits as appropriate.

• Prepare and display event signage, maintain a sufficient supply of materials at reception, and issue accurate final invoices post-event.

• Share daily event schedules and building updates via SharePoint and internal communications.

• Gather feedback post-event and implement improvements to enhance service standards.

Building Security, Keyholding and Health & Safety

• Manage the building’s opening and closing, ensuring all doors and windows are securely locked.

• Support front-of-house security to maintain a safe, accessible environment throughout the day.

• Conduct regular health and safety checks in public areas, reporting any maintenance or safety issues promptly.

Client and Staff Support

• Address requests from staff, Fellows, and guests via phone, email, and in person, ensuring efficient and effective support.

• Lead building tours and site visits for Fellows and other visitors.

• Assist with a high volume of event enquiries and feedback, consistently maintaining high standards of customer service.

Administrative Support

• Assist the Head of Venue Sales, Business Development and Marketing Manager, and Sales/Front of House Manager on various projects.

• Contribute to initiatives focused on Diversity, Equity, Inclusion, Sustainability, and data security.

• Participate in weekly meetings to discuss forthcoming events and specific room set-up requirements.

Key Stakeholders

Internal: Academy staff, Fellows, BIRI, Sales and Marketing teams, Facilities and onsite catering partner.

External: Visitors, clients, delegates, suppliers, delivery and courier services.

ROLE REQUIREMENTS

QUALIFICATIONS

• Minimum of 5 GCSEs (Grades A-C) or equivalent, including English Language and Mathematics (desirable)

• Fire warden trained (desirable)

• First aid trained (desirable)

• DSE risk assessment trained (desirable)

• Mental Health First Aid trained (desirable)

• Defibrillator trained (desirable)

• Manual and electric stair climber trained (desirable)

WORKING RELATIONSHIPS

Works and communicates effectively

• Good interpersonal skills, with the ability to collaborate effectively with a wide range of people, including internal teams (Catering and AV), Fellows and visitors.

• Excellent communication and customer service skills.

• Diplomacy and discretion.

• A respectful and helpful manner and a ‘can do’ attitude.

KNOWLEDGE AND SKILLS

Demonstrates and develops appropriate knowledge and skills

• Fluency in both written and spoken English.

• IT literate – good knowledge of Microsoft Office, including Outlook, Word and Excel.

• The ability to carry out some heavy lifting / manual tasks, when necessary.

• Attention to detail.

• Experience of using a room booking system or events database (Desirable)

PROACTIVITY AND PLANNING

Manages time and resources effectively in order to achieve own and organisational objectives

• Excellent organisational and timekeeping skills.

• Prioritises tasks to meet deadlines

• Displays resilience in coping with workload

PROBLEM-SOLVING & DECISION-MAKING

Ensures good decisions are made through a rational and methodical approach

• Confidence to problem-solve event requests and manage client questions on the day

• To work alongside the event delivery teams in catering and AV and troubleshoot when problems occur during live events.

OTHER REQUIREMENTS

• The ability to work flexible hours with a variable schedule during the normal workday (8.00am – 7.15pm) including early starts, late finishes and weekends.  

• Well-presented - a smart appearance is required at all times; business attire allowance will be provided, and suitable smart work shoes are required.

• Weekend and evening overtime pay is offered.

WORKPLACE VALUES

The Academy’s workplace values and supporting text are set out below. We share these core values with each other. They guide how we work together and with others. We demonstrate them through our behaviours.

COLLABORATION- We consistently work together to a common purpose, supporting each other, communicating openly and sharing knowledge. We are flexible and adaptable, receiving feedback constructively

CREATIVITY - We bring imagination and curiosity to our work, valuing learning, diverse thinking, and innovation. We are open-minded, receptive, and responsive, taking account of alternative perspectives

EMPATHY-We are understanding, sensitive, compassionate, and considerate, mindful of our own wellbeing alongside that of others

EXCELLENCE - We always do our best, without striving to be perfect, applying our expertise and experience to develop and grow

INTEGRITY - We are open and honest with each other, accepting personal responsibility and demonstrating loyalty. We are reliable and dependable, having belief that we will be transparent and clear

RESILIENCE - We are confident, bold, and tenacious, knowing when to listen as well as when to speak up. We respond positively to challenges and overcome problems

RESPECT - We are inclusive in our regard for each other, showing courtesy and appreciation. We treat people fairly and equally, welcoming everyone’s contribution and difference

APPLICATION PROCESS

We have a two-step approach to hiring, beginning with submitting an application through the Applied platform. This will be followed by a in-person panel interview.

Please note that you may be asked to reference any literature that you may refer to, as applications that are highly plagiarised and not your own work. e.g. ChatGPT, will be declined.

The deadline for applications is 12:00 noon on Friday 29 November 2024, however, we may close this role sooner if we receive a high volume of applications.  In these circumstances we will give those who have shown interest 24 hours notice of the change of deadline.

Interviews for this role are currently scheduled for 16/17 December 2024 but this may be subject to change.