Reception and Cafe Partner

As part of a team setting out to deliver this innovative residential service for women and their children from Hampshire, you will hold a varied, people-facing role that combines two important parts of life at Hope Street.

As our front of house, you will be a friendly and welcoming host and a key part of how we maintain the safety of everyone living and working in the Hub. You will monitor the movement of people in and out of the Hub while the public spaces are open, sign professionals and visitors in and out, direct them to the right part of the Hub, and manage the public’s interaction with the café and the activities on offer.

You will also be part of the social enterprise team that runs the Hope Street café – an essential part of the Hope Street offer that supports women to develop their life and employment skills. The café is open to the public as well as to the agencies and service providers who use the Hope Street space. You will help promote the café, serve and prepare it for community events, and make and bake a delicious and diverse menu. Throughout, you will be passionate about great customer service, proactive in your approach, and a real team player.

This role is restricted to women due to the nature of the role. The Occupational Requirement under Schedule 9 (Part 1) of the Equality Act 2010 applies.

Key Responsibilities

Front of House & Safety

• Provide a visible welcome, meet-and-greet service to everyone entering the Hub through the public entrance, including members of the public using the café, residents, staff, visitors and other professionals.

• Welcome residents back when they return from excursions, noting anything about their presentation that gives cause for concern and reporting this to the Community Support team.

• Report any safeguarding concerns relating to residents or their children to colleagues immediately, so that measures can be put in place to prevent harm.

• Monitor CCTV cameras to detect any potential intruders attempting to gain access to the site, and keep accurate logs of any activity.

• Answer incoming telephone calls and direct them to the appropriate member of the team.

• Help set up activities taking place in the activity rooms and book participants in.

• Summon assistance from colleagues in the staff area if any person who enters Hope Street appears to be under the influence of substances, behaves in a threatening or menacing way, or is someone you know is not permitted to access the Hub.

• Summon assistance from the relevant agency (paramedics, police, fire service or emergency contractors) in the event of emergencies or serious incidents, and act as the key point of contact to ensure they can access and exit the premises safely.

• Proactively pursue good relationships with neighbours and the local community, and respond quickly to any complaints or concerns raised.

Café & Hospitality

• Prepare food and drinks and serve customers.

• Work with the team to develop an inclusive and cost-effective menu of snacks and cakes.

• Ensure the compliance, quality and standards of all documentation, allergy guidance and other food hygiene records in the absence of the Café Supervisor.

• Regularly spot-check the café space to ensure maintenance and cleanliness issues are reported and actioned.

• Report any technical and equipment issues, for example card machine faults.

• Support the Skills & Enterprise Manager with inventory and stock takes where required.

• Maintain the hygiene and cleanliness of the café.

• Ensure signage, menu boards and accessible information are up to date and in good, presentable order.

• Support the Skills & Enterprise Manager in preparing for Hope Street events.

• Be proactive in promoting the café, the service and our catering and event-space offering.