Job Description

Front of House Supervisor (London) - Little Lion Entertainment

Location

: London

Reporting to

: Front of House Duty Managers

Working pattern

: 25 minimum given hours per week , on a rota pattern with particular focus on weekends, bank holidays, evenings.

Start date:

We are looking to run this recruitment process with individuals able to start from January 2026

Pay:

12.83 per hour

Little Lion Entertainment is the UK's premier immersive attractions company. We have welcomed millions of guests to our experiences and are now looking for a Front of House Supervisor to support The Crystal Maze Live Experience London. As The Crystal Maze enters its tenth anniversary year, we are growing our Front of House team to support and facilitate our growth and maintaining our best-in-class customer experience.

The Role

As Front of House Supervisor, you will be on the front line leading by example to deliver best in class guest experience to those visiting our attraction. You will be an ambassador for the business and support the Front of House Hosts to deliver our unique experience. This includes opening and closing the Front of House areas, welfare of guests and operational team, championing guest experience, commercial revenue and health & safety.

You will take responsibility for supervising our Ticketing, Food & Beverage, Retail and Photo areas, driving commercial spends through training and the promotion of upsells and high guest service standards. You will also support the delivery of all Corporate Events and lead when required, developing strong standards and safe practices to deliver an exceptional experience.

Operational Excellence

Manage all guest enquiries efficiently and maintain a consistently positive attitude. Lead, manage and motivate the Front of House team daily to deliver a world class experience to all guests while ensuring revenue is maximised. Take accountability and ownership for the smooth, efficient, and productive running of all Front of House locations, including Ticketing, Bars, Retail and Photography. Ensure that all guests have the opportunity to visit all available commercial areas.

Financial Delivery

Incentivise and motivate the front-line operations teams to deliver excellent service standards. Implement and enforce tight stock controls to ensure wastage and loss is kept to a minimum. Assist with driving revenue and new business through sales, event, strategic planning and in-house promotions to deliver budgeted sales and profit.

Leadership

Lead the front-line team on site ensuring all act in accordance with the company's policies and procedures and high-quality guest service. Work with the Duty Managers to support a diverse team, motivating and inspiring them to perform at their best.

Guest Excellence

Champion Guest Excellence across everything, from procedures to face-to-face interaction, acting as a role model to the team, ensuring every guest leaves the attraction as advocates. Act as primary point of escalation for any Front of House guest issues or complaints, working with the Duty Manager to ensure they are effectively resolved.

Health, Safety and Security

Lead by example and set a strong H&S culture that prioritises the raising of near misses and taking action to reduce incidents, fostering a best-in-class positive, clear, and honest safety culture. Follow all processes and procedures while working within the attraction, ensuring the health and safety of all guests and staff is always maintained.

Skills and Experience

We are looking for someone with drive and passion to inspire our teams and drive exceptional guest and employee experience. You'll bring strong operational experience, passion for the immersive attraction industry and commercial approach, to drive excellence within our attractions

Demonstrable experience within a front of house leadership role, with responsibility for overseeing key areas of the site - ideally within a visitor attraction, theme park, museum, hotel, theatre, entertainment or competitive socialising environment. Exceptional communication and people leadership skills, to motivate and inspire teams. Strong understanding of operational management, to support the Duty Managers and senior team to ensure the smooth running of the front of house function. Target-oriented, with the ability to motivate the front of house teams to deliver excellent standards and upsell to customers with every transaction. Commitment to health, safety, and security, ensuring the well-being of guests and team members at all times. Excellent communication leadership skills, to support a diverse front-line team. Championing Guest Excellence at every point, ensuring a seamless experience for guests and fostering a culture of constant improvement. A proactive can-do approach and ability to work as part of a team across different business areas.
Job Types: Full-time, Part-time, Permanent

Pay: 12.83 per hour

Expected hours: 25 per week

Work Location: In person