We're Hiring: Flex Lead Host / Guide | Strategic Partner Toca Shepherds Bush
We’re thrilled to announce the opening of Flex Lead Host / Guide position at our latest strategic partner venue - Toca Shepherds Bush —an exciting opportunity for passionate, proactive superstars from within our Guide or Host Team to take the next step.
As a Lead Host / Guide, you’ll excel in delivering an outstanding Host experience and take ownership of the technical readiness and flow of the experience. You’ll guide the team, maintain high standards, and be a go-to problem solver on the ground. experience and embodying our core values, but you’ll also step into a leadership role, guiding your fellow Hosts and contributing to the smooth running of the venue.
Key Responsibilities
As a Lead Host / Guide, you will take ownership of day-to-day operations, including:
- Completing opening & closing checklists via Safety Culture.
- Conducting regular toilet checks throughout the day.
- Performing spot-checks on tables (glasses, water, general tidiness).
- Managing the TONI system: check fences, error messages, and ingredient levels.
- Ensuring Hosts are in correct positions or allocating them when needed.
- Monitoring venue busyness to balance walk-ins, tours, and break schedules.
- Assigning and managing Host break times, ensuring smooth coverage and adherence.
- Maintaining clear and effective radio communication.
- Resolving minor guest issues with small gestures (e.g., complimentary drinks), while escalating major concerns to management.
- Overseeing the guest journey, ensuring no one is left unattended or waiting too long.
- Taking responsibility for venue cleanliness and organisation, especially at the reception desk and team room.
- Powering on experience computers in the server room (if not already done by a manager) and ensuring the AC is functioning in that space.
- Conducting full room calibration and testing at the start of the day.
- Executing a complete and accurate room shutdown at the end of the day.
- Performing regular spot-checks to ensure room readiness:
- Headsets and batteries charged and functioning.
- Weapons on charge and ready.
- Haptic vests powered, paired, cleaned, and prepped (including loosening straps).
- All equipment (including trackers) clean, functional, and in place.
- Spot-checking prongs and tracker balls to ensure none are loose or missing.
- Ensuring Guides are in the correct allocated positions—or assigning them as needed.
- Assigning and managing Guide breaks, ensuring roles are covered and timing is adhered to.
- Troubleshooting minor technical issues and providing low-level guest resolutions (e.g., complimentary drinks). Escalating major issues or guest complaints to management.
- Accurately building spare or replacement trackers when needed.
- Maintaining a clean, tidy, and organised workshop space.
- Logging any damaged or malfunctioning equipment via Safety Culture, tagging the item, placing it in the workshop, and notifying George via Deputy.
- Completing monthly stock checks, keeping note of spares and hardware that needs reordering.
Who You Are
You’re not just an exceptional Host or Guide—you’re someone who naturally leads, supports, and uplifts the team. You thrive in a fast-paced environment and are always looking for ways to improve the guest experience and team dynamic.
You Live & Breathe Our Core Values
- Blank Canvas Thinking – Reimagine what’s possible and chart your own course.
- Compersion – Celebrate others' success like it’s your own.
- Individuality – Embrace what makes us all unique.
- Take the Bins Out – Pitch in, no matter the task.
- Shine Through Adversity – Face challenges with resilience and a growth mindset.
- Perpetual Improvement – Get better every day.
- Give a Shit - Take pride in everything you do
Communication is Key
You’ll be expected to report issues, feedback, or operational concerns to the Venue / Regional Management Team using the correct procedures—ensuring nothing slips through the cracks.
Ready to lead, inspire, and make an impact?
If you’re excited to help shape the future of the Team and grow within our incredible London Region, we want to hear from you.
Terms
This is a full time position and candidates must be available to work 5 shifts across 7 days both early / latest and weekends