Celtic Manor Service Company Ltd SUPERVISOR JOB DESCRIPTION (BAND E)

Transcription

1 Celtic Manor Service Company Ltd SUPERVISOR JOB DESCRIPTION (BAND E) DEPARTMENT: POSITION: BAND: POSITION OVERVIEW: REPORTS TO: ICC Wales Sales Researcher E To research all available opportunities for the ICC Wales Sales team. This includes National, International, Ambassadors, Association and Corporate clients. Information must be collated in a logical manner and communicated to the Sales Director. The purpose of the research is to obtain leads that will assist us in achieving the ICC Wales Budget.. Sales Director Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position. Employees will be required to perform any other jobrelated duties assigned by their Senior Manager. GENERAL 1. Responsible for helping to maintain a customer-focused culture which support the values expressed in the Celtic Manor Service Company Ltd Ambition and the Celtic Manor Service Company Ltd s business goals of profitability and service quality. 2. Establishes and maintain effective and positive relationships within the team as well as other departments. 3. Complies with the Celtic Manor Service Company Ltd s Health and safety, Hygiene policies as well as all other Celtic Manor Service Company Ltd policies and procedures. 4. Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible. 5. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. 6. To perform related duties and special assignments as and when required.

2 JOB FUNCTIONS COMMUNICATION Responsible for communication through effective writing, speaking and listening skills. To encourage employees to actively participate in our progress through decision making and ideas. Responsible for regular dissemination of information which is to encompass organisational and individual activities. PLANNING Budgets Supports the Department Manager in setting monthly, quarterly and annual budgets. Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these. Standards Supports the setting, maintenance and understanding of standards expected for the Department and is responsible for the enforcement of these standards within the operations. Controls Supports the Department Manager in the setting of controls, and maintains an understanding of the controls in place, that monitor performance of the Department. Responsible for gathering required results of the controls and reporting these back to the Department Manager. ORGANISING Structure Maintains an understanding and respect for the organisational structure and supports the staff within each position as defined in their Job Description. Responsible for enforcing the duties and responsibilities within your supervision inside of the Department organisational structure. Responsible for adjusting the structure of the Department on a shift basis to ensure all internal/external customers expectations are exceeded. This includes, but is not limited to assuming responsibility for the department including practical involvement where necessary. Team Responsible for initiating disciplinary proceedings where team members do not conform to the standards required by the Job Description, Standard Operating Procedures and Celtic Manor Service Company Ltd requirements as defined in the Staff Handbook. 2

3 DELIVERY Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department. Responsible for ensuring full, safe operation of all equipment and stock, in accordance with health and safety requirements. Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Responsible for resolving all internal/external customer complaints escalated from team members, solving the complaint to the Celtic Manor Service Company Ltd and internal/external customers benefit. Also communicating the results to the Department Manager.. To be responsible for helping to maintain a customer-focused culture which supports the values expressed on the ICC Wales Mission Statement and the business goals. To report for duty properly dressed in the assigned uniform and well groomed. To answer all questions relating to ICCW themselves, ensuring you keep up to date and full information in order to do this. To pro-actively research new clients across all sectors and bid opportunities, building up databases of potentials for the proactive sales team to progress. To pro-actively research new ambassadors across all sectors in order to recruit them for our ambassador programme and develop event intelligence. To use the ICCA database to research event opportunities. To ensure that all revenue opportunities are maximised. This must be done with our existing clients and new client base. To ensure that all data is collated in a smart and logical manner. To ensure all information on a guest is recorded, and that duplicate profiles are not made. Conducts research of other similar venues and collates peaks and troughs in business. Maintains a log of all positives and negatives highlighted about ICC Wales for future development. To establish, promote and maintain good public relations and enhance sales for the ICC Wales at every opportunity. To participate and give constructive input during departmental meetings. To actively work toward achieving all budgeted and individual targets as set by Sales Director To attend relevant sales meetings and training as required. To action new sales initiatives introduced to the department, e.g. trough periods. 3

4 To adhere to the company credit policy. To establish and maintain effective and positive relationships with his/her own team as well as with other departments. To comply with ICC Wales Health, Fire and Safety and Hygiene policies as well as all other ICC Wales policies and procedures. To report all situations which may represent a danger to guests or staff immediately to his/her supervisor and to take action to rectify the situation, if possible. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required. MOTIVATING Training Responsible for evaluating staff training requirements and communicating these to the Department Manager. Responsible for the welfare and well being of all departmental team members, promoting the professional career development of every team member. Leadership Responsible for enforcing the departmental objectives and ensuring all staff members are motivated daily in achieving these. Plays an active role in all departmental briefings, communicating Celtic Manor Service Company Ltd wide issues and internal/external customer requirements where necessary. Responsible for coordinating daily activities within the department, ensuring all internal/external customers expectations are exceeded. Responsible for the leadership of the team, obtain internal/external customer feedback on departmental performance. Responsible for feeding back internal/external customer views to the team members in a constructive and positive manner, also providing solutions. Team Building Responsible for the development of individuals, whilst promoting the importance of team work, contributing to team building sessions both within and outside the Celtic Manor Service Company Ltd. CONTROLLING Checking Contributes to the gathering of information as directed by the relevant Manager, including internal/external customer feedback, financial performance and any other as required. 4

5 Evaluation Contribute to compiling periodic reports based on the checking process. Contributes to the analysis of information gathered. Proposing changes within the department. Innovation Support the implementation of changes to ensure continuous innovations and improvements are made within the Celtic Manor Service Company Ltd. 5

6 Signed by Senior Manager:. Print Name:. Date:. Signed by Employee:. Print Name:. Date:. 6