Guest Contact Coordinator

TOCA Social

  • London
  • Permanent
  • Full-time
  • 16 days ago
  • Apply easily
TOCA Social is the world’s first dining and entertainment experience with a football twist, and we’re set to change the game! With venues already operating in The O2, London, Westfield London, and The Bullring, Birmingham, TOCA Social is on an exciting growth journey, expanding across the USA with upcoming venues in Dallas and beyond. As part of our mission to grow the sport and the brand, we’ve partnered with Major League Soccer (MLS) to bring the TOCA Social experience to fans across the country.At TOCA Social, Everybody Plays! Football knowledge isn’t required – we just ask that you thrive in an energetic and fun environment. We promise you’ll quickly fall in love with our concept!Why work with us at TOCA Social?This is your chance to join a brand entering a significant growth phase, in a role that’s at the heart of our guest experience. We’re dedicated to setting new standards in food, drink, service, and hospitality, ensuring every guest enjoys an exceptional visit. As our Guest Contact Coordinator, you’ll be a key player in making this happen, supporting our Guest Operations Manager, keeping our systems and service running seamlessly, and ensuring our guests feel valued from the moment they reach out to us.This role blends hands-on operational support with guest service excellence. You’ll manage vital processes such as bookings, gift cards, charity requests, and guest feedback, while also helping train teams, maintain systems, and support new venue openings. It’s the perfect role for someone organised, detail-focused, and ready to play a key part in TOCA Social’s next chapter.Job Overview:The Guest Contact Coordinator plays a vital supporting role within the Guest Contact team, ensuring smooth day-to-day operations and the highest standards of guest communication. From managing bookings and inboxes to reconciling systems and assisting with guest feedback, you’ll be the organised, detail-oriented go-to for ensuring every guest interaction is handled efficiently and positively.Role Scope & Responsibilities
  • Manage guest contact inboxes and bookings & reviews, ensuring timely, accurate, and professional responses.
  • Administer gift card and charity request processes.
  • Conduct reconciliation of EPOS systems, ensuring accuracy and reporting discrepancies.
Partner with General Managers to handle guest complaints and Whistl queries in line with policy, escalating when required. * Provide basic Collins and SevenRooms training and maintain system updates for tables and drinks.
  • Monitor and support guest services teams by checking tags, blocks, and front desk queries.
  • Assist with SOP creation, maintenance, and training documentation
  • Support new venue openings with guest contact set-up and onboarding of teams.
  • Collaborate with events teams for up to 25% of role time to support revenue generation.
  • Maintain up-to-date processes and documentation to support operational excellence.
Qualifications & Experience
  • Guest Service Focus: A natural drive to deliver exceptional guest experiences and go above and beyond.
  • Organisational Skills: Ability to manage multiple tasks, prioritise effectively, and maintain high attention to detail.
Communication: Strong verbal and written communication skills, with confidence in liaising with guests, colleagues, and managers & external partners. * Problem Solving: Proactive in spotting issues, identifying solutions, and following through to completion.Administrative Ability: Skilled at managing inboxes, bookings, reconciliations, and system updates with accuracy. * Strong System & Technical Skills – Confident using and maintaining multiple operational platforms (e.g., Collins, SevenRooms, EPOS), with a knack for spotting issues and optimising workflows.
  • Team Player: Comfortable working collaboratively across departments to achieve great guest outcomes.
  • Flexibility: Willing to work occasional weekends or outside standard hours, especially for Saturday coverage of whistl queries.
Key Goals:
  • Timely and effective handling of guest contact and complaints.
  • Accurate reconciliation of T-VAL and other operational reports.
  • Positive feedback from internal teams on quality of support.
  • Smooth integration of guest contact support in new venue openings.
Benefits:You’ll have full access to our TOCA Treats, which includes (but is not limited to!):
  • Discretionary annual bonus
  • Complimentary TOCA games and discounts on our F&B
  • Local retail & hospitality discounts
  • Teammate Assistance Programme with access to free counselling sessions
  • Future growth opportunities within the business

TOCA Social