Description
Company: Payman Club
Location: Lovelady Lane, Alston CA9 3LX
Accommodation: Can be provided with an adjusted rent
Work Authorization: UK Work Authorization is required
Starting Date: End of February
Tasks:
Role Overview:
- Lead and take responsibility for the property operations, the teams within it and the guests who stay in the property.
- Develop and implement guest focused initiatives to enhance customer experience.
Key Attributes of the Candidate:
- Outstanding leader with belief and drive to improve residents’ lives.
- Customer focused.
- Ability to work and build excellent rapport with people.
- Experience in leading and motivating a team.
- Representing the company widely within the local community.
- Confidentiality.
Key Responsibilities:
Guest Relations:
- First point of contact for guests, delivering high quality service at all times.
- Ensure property teams meet high service levels, build relationships with guests, champion their experience, manage feedback and expectations.
- Address issues efficiently while balancing financial constraints.
- Respond timely to guest complaints; record details of complaints and actions taken.
- Provide support for individual guest issues as they arise.
People Management:
- Ensure effective recruitment, management, training of staff per Payman Club HR policies.
- Supervise property staff for smooth community running.
- Monitor/evaluate staff performance; address issues as they arise; encourage development of skilled individuals.
- Manage attendance issues to maintain service levels/budgets.
- Ensure administrative processes related to employment comply with company policy/statutory obligations.
- Conduct Induction training per local practice/Payman Club policies/procedures for all staff.
Finance:
- Prepare/monitor annual budgets alongside Operations Manager & Finance Manager.
- Deliver contractual services within approved budget parameters.
- Timely collection of sums due from guests; assist in promoting sales of other services provided by Payman Club or associated companies.
Property Management:
- Understand/compliance with legal/regulatory constraints in managing property.
- Plan/implement routine/preventative maintenance programs throughout property.
- Timely/cost-effective response to guest maintenance requests; log/tracking requests properly.
- Ensure out-of-hours emergency maintenance service is available as needed; engage contractors appropriately ensuring adherence to policies/procedures during work on site.
Health & Safety:
- Designated person responsible for Health & Safety matters within property.
- Provide safe environment for guests/staff/visitors; comply with legislative/local/companywide health/safety requirements/policies/procedures.
Site Facilities:
- Manage functions (including restaurant) provided by Company benefiting guests/visitors
. Collaborate with other Payman Club staff on development/redevelopment schemes (attend Site Meetings if necessary).
General Responsibilities:
- Involved in sales process ensuring compliance with statutory legislation/delivering excellent customer experience during sales process
. Promote “Payman Club” brand within each Village through delivery additional products/services
. Regularly brief Operations Manager on running matters related to properties
. Prepare reports/documents required by Senior Managers or Directors
. Attend meetings/training courses as reasonably required (may include overnight stays)
. Maintain cleanliness outside/public areas preparing them for next day’s events
. Set up restaurant for breakfast/preparing healthy meals including breakfast/lunch/afternoon tea
Housekeeping Duties:
-.Ensure rooms are clean/tidy/furnished accommodating guests’ needs
-.Basic housekeeping duties including replacing linen/changing towels/restocking supplies/vacuuming/dusting/rearranging rooms post check-out
Other Duties: Such other duties commensurate with post may be assigned
Accommodation Requirement: Onsite live-in staff member able to cover shift gaps/respond emergencies
Requirements:
Attributes, Experience and Qualifications:
-.10+ years experience at General Manager level managing/running 4–5* hotels/hospitality sector operational management capacity
-.Demonstrable commercial management knowledge/expertise site or contract management experience/direct people management team leadership skills/customer service excellence role model/confident leader empowering teams delivering highest standards resident-centric approach/empathy personable manner/change agent leading continuous improvement journey fast-paced environment/manage ambiguity providing clarity direction/influence stakeholders gain buy-in/account management essential understanding P&L path profit pitfalls opportunities/making decisions innovatively solving problems
Documents Required: ID Card / DBS Check / Proof Physical Address / Two References