St George's Hill Lawn Tennis Club

Lake Room Manager - Weybridge

Location
Weybridge, Surrey
Salary
£30-33K per annum plus bonus.
Posted
29 Sep 2021
Closes
27 Oct 2021
Job Type
Full Time

Lake Room Manager - Weybridge

Full Time - 40 hours per week

Role Summary

Provide an exemplary experience for Members and Club guests in the Lake Room

Key Tasks and Duties

  • Gain a working understanding of all the equipment needed to fulfil your role.
  • Provide a safe environment for you, your colleagues and Members.
  • Provide customer service standards that are expected of an establishment with our history.
  • Manage the use of the till system, ensuring accuracy, and that the reconciliation procedures are adhered to, ensure security of cash and Club property.
  • In conjunction with the F&B Manager & Head Chef, plan Lake Room menus to ensure Members are provided with an interesting and varied menu, which provides the agreed GP% and a menu in line with the expectations of Club Members.
  • Check that information relevant to your department is up to date and displayed on the club website.
  • Implement and review standards of hygiene and cleanliness throughout the Lake Room in line with Health and Safety and Food Hygiene regulations.
  • Ensure compliance with COSHH and that all departmental risk assessments are up to date and adhered to.
  • Ensure compliance with fire regulations, licencing laws and trades descriptions regulations.
  • Produce a detailed budget taking into account growth and past year performance.
  • Follow Club emergency procedures in the event of an emergency.
  • Take all phone calls professionally in accordance with Club procedures to give a good impression to those coming into contact with the Club.
  • Welcome, acknowledge and lead by example to all staff.
  • Deal with any Member issues and complaints and implement changes to rectify the cause.
  • Control bookings for all types of event in the Lake Room and provide processes that allow these to be carried out.
  • Reply to comment cards and implement changes to deal with the causes.
  • Monitor that all reports are fulfilling their roles efficiently and professionally to ensure the department can run smoothly.
  • Apply and monitor supervisor processes, to fulfil your requirements.
  • Recruit, train, manage and motivate Lake Room staff to ensure customer service excellence.
  • Work closely with and co-operatively with your colleagues to deliver excellent customer service to Members.
  • Set and implement shift procedures and monitoring of these procedures. Train all colleagues on these.
  • Work with, guide and monitor all aspects of Lake Room customer service. Implement changes when they are required.
  • Set rotas that reflect the expected usage of the facilities, taking into account any events that are planned.
  • Set and monitor customer service objectives for the entire team, in line with customer service requirements.
  • Evaluate staffing levels and adjust accordingly, working at all times within the set budget.
  • Set, monitor and coach staff members in standards of performance, secondary spend and service levels as required by the Club.
  • Prepare for and conduct Quarterly Performance conversations.
  • Prepare for and conduct Annual Performance Appraisals.
  • Check that all recruits are fully inducted into their roles and that checklists are completed within two weeks of commencement of employment.
  • Consider whether Job Descriptions need updating to reflect changing circumstances.
  • Manage the department’s holiday requests to ensure service levels are not affected.
  • Welcome and assist new recruits - introduce yourself to new recruits within your department.
  • Ensure new recruits follow the correct induction and training protocol to allow for maximum production.
  • Take every opportunity to increase your level of expertise.
  • Meet on a weekly basis with Business Development Manager to discuss the direction of the Lake Room.
  • Set performance targets for the Lake Room teams, including upsell and customer feedback.
  • Identify and organise any training that will be beneficial for some or all of your team. 
  • Develop an award scheme to allow progression within your team.
  • Actively participate in relevant Club training programmes.
  • Take responsibility to ensure yourself and your team have up to date First Aid qualifications etc.
  • Respond efficiently, politely and professionally to all requests.
  • Produce Enews information to promote features within your departments.
  • Plan and implement additions for the Calendar of Events as and when required.
  • Respond with the required information to the Editor of the newsletter.
  • Read all staff communications to keep abreast of relevant staff and Member issues.
  • Attend staff meeting promptly when requested to do so.
  • Any other duties as reasonably required.

All Staff Responsibilities

  • Consistently offer a high standard of customer service to our Members.
  • Create a welcoming, friendly atmosphere for Members and employees alike.
  • Demonstrate pride in the Club, a positive attitude and a high level of commitment to your role.
  • Attend work promptly according to your working hours;
  • Appear smart and tidy and, if applicable, wear the appropriate uniform.
  • Seek to anticipate Members’ needs and respond co-operatively and courteously to their requests.
  • Communicate with and assist your colleagues to provide a seamless service across all Departments.
  • Demonstrate flexibility in assisting the Club and your colleagues to respond to the needs of its business and Members.
  • Adhere to Club rules and operating procedures at all times.

Mission Statement

Capture the Essence of Excellence through Service, Facilities and Environment.

 

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