Job Title: Front of House Lead – Hospice Café
Responsible to: Senior Cook / Facilities Manager
Accountable to: Facilities Manager
Responsible for: Volunteers
PURPOSE OF THE ROLE:
To lead the front-of-house operations of Café Dewi, ensuring a welcoming, efficient, and compassionate service for patients, families, staff, volunteers, and visitors. The role involves supporting café volunteers, maintaining high standards of customer service, hygiene, and presentation. The front-of house lead will help to maximise the contribution made by the cafe to the hospice’s values and fundraising efforts.
DIMENSIONS & LIMITS OF AUTHORITY:
- Responsible for leading the day-to-day front-of-house operations
- Authority to manage rotas
- Responsible for ensuring compliance with food hygiene and health & safety standards
- Operates the till system and manages cash handling in accordance with hospice procedures
- Supports stock control and ordering in collaboration with the kitchen and retail teams
MAIN DUTIES AND RESPONSIBILITIES:
Operational Management
- Oversee daily front-of-house operations to ensure smooth service delivery
- Support café volunteers with daily tasks
- Ensure compliance with food safety, hygiene, and health & safety regulations
- Monitor stock levels and coordinate with the kitchen team for replenishment
- Maintain cleanliness and presentation of the café and merchandising areas


Customer Service
- Provide a warm, empathetic, and professional welcome to all café visitors
- Handle customer queries, feedback, and complaints with sensitivity and efficiency
- Promote a positive and inclusive atmosphere in line with hospice values

Team Leadership
- Train and mentor new and existing volunteers
- Organise rotas and ensure adequate staffing levels
- Foster a collaborative and supportive team culture

Financial and Administrative Duties
- Operate the till system and manage cash handling procedures
- Support stock control and ordering processes
- Assist with reporting on café performance and customer feedback

Fundraising and Community Engagement
- Support hospice fundraising initiatives through café promotions and events
- Encourage donations and awareness of hospice services
-Ensure goods for sale in the merchandising area are effectively presented and stock kept at optimum levels

This job description is not exhaustive and may be subject to amendments in response to the evolving needs of the organisation, following appropriate consultation. The postholder will also be expected to perform other duties, within reason, as required to support the achievement of organisational goals.