Job Purpose

The Senior Bay Host is responsible for delivering an exceptional guest experience while supporting the daily supervision and coordination of the Bay Host team.

The role combines guest service, food and beverage operations, team support, training, service recovery, and operational coordination. The Senior Bay Host acts as a key point of contact during shifts and helps ensure that all bays are managed efficiently, safely, and in line with service standards.

Key Responsibilities

Guest Service and Bay Operations

Welcome guests and ensure they receive a friendly and professional introduction to the venue.
Support guests with bay allocation, gameplay, equipment, menu options, promotions, and venue facilities.
Take accurate food and beverage orders and ensure timely service.
Regularly check assigned bays and respond promptly to guest requests.
Monitor booking times, bay extensions, group requirements, and special occasions.
Ensure bays remain clean, organised, fully stocked, and ready for service.
Handle guest concerns and service issues professionally.
Escalate serious complaints or operational concerns to the Supervisor or Manager.
Support birthday celebrations, tournaments, corporate events, and group bookings.
Ensure all bills, payments, discounts, and promotions are processed accurately.

Team Coordination and Supervision

Support the Supervisor in coordinating Bay Hosts during daily operations.
Allocate duties, bay sections, and break schedules as directed.
Monitor team performance and ensure service standards are maintained.
Provide guidance and immediate support to Bay Hosts during busy periods.
Assist with shift briefings and communicate promotions, menu updates, events, and operational instructions.
Ensure team members follow grooming, attendance, hygiene, and service standards.
Support the onboarding and training of new Bay Hosts.
Provide coaching and constructive feedback to junior team members.
Report attendance, performance, disciplinary, or operational concerns to management.
Act as the first point of contact for Bay Hosts when the Supervisor is unavailable.

Food and Beverage Operations

Ensure orders are entered correctly into the POS system.
Coordinate closely with kitchen and bar teams to avoid service delays.
Monitor food and beverage delivery times and follow up on outstanding orders.
Ensure service equipment, trays, glassware, cutlery, and condiments are available.
Support upselling of menu items, packages, promotions, and additional bay time.
Assist with stock checks and report shortages to the relevant team.
Ensure food safety and hygiene procedures are followed.

Safety and Equipment

Check that golf clubs, balls, screens, furniture, and bay equipment are properly arranged.
Report damaged equipment, technical faults, and safety hazards immediately.
Ensure guests follow venue safety rules and gameplay guidelines.
Support the team in handling minor technical or bay-related issues.
Maintain clear walkways and safe working areas.
Follow all health, safety, emergency, and incident-reporting procedures.

Reporting and Administration

Assist with preparing shift handover notes and operational updates.
Record guest complaints, incidents, technical issues, and service recovery actions.
Support daily opening and closing procedures.
Assist with cash, billing, and POS checks where authorised.
Maintain accurate records of lost property, damaged equipment, and guest incidents.
Provide feedback to management on guest trends, team challenges, and operational improvements.

Qualifications and Experience

High school diploma or equivalent.
Minimum 2–3 years of experience in food and beverage, hospitality, entertainment, or guest services.
Previous experience as a Bay Host, Senior Waiter, Team Leader, or similar role is preferred.
Experience supporting or supervising a small operational team.
Experience using POS systems and handling guest payments.
Basic knowledge or interest in golf is preferred.
Good spoken and written English.
Additional language skills would be an advantage.

Key Skills and Competencies

Strong guest-service and communication skills.
Team leadership and coaching ability.
Ability to manage multiple bays and guest requests.
Strong coordination and problem-solving skills.
Confidence in handling complaints and service recovery.
Good knowledge of food and beverage service standards.
Strong attention to detail and operational awareness.
Ability to remain calm and professional during busy periods.
Good administrative and reporting skills.
Ability to work independently and support the wider team.
Positive, energetic, and approachable personality.

Working Conditions

Ability to stand and walk for extended periods.
Ability to carry trays, food, beverages, and service equipment safely.
Willingness to work rotational shifts, evenings, weekends, and public holidays.
Availability to support events, tournaments, and peak operational periods.
Must maintain required grooming, uniform, hygiene, and safety standards.