General Manager Job Information

Transcription

1 General Manager Job Information The Cotswold Farm Park was founded in 1971 by Joe Henson. We specialise in rare breed conservation, and aim to educate, inform and entertain our visitors about British Farming. We are open from February half term until the weekend before Christmas, and we are busiest during the Easter and Summer Holidays, with around 50% of our 100,000 visitors per annum visiting in these periods. A team of full time managers and supervisors manage all of our operations in house, supported by a team of seasonal and part time staff operating in a friendly family business environment. Open 7 days a week, our visitors range from toddlers to senior citizens, and we are recognised for the high standards of customer service that we offer, and wish for every visitor to have a memorable, hands-on experience with us. We aim to promote the best of British farming in all that we do. This is achieved through our seasonal farming demonstrations, our information and interpretation boards, and our shop and café products and provenance. The General Manager is a new role, assisting the Farm Park Manager in the successful day-to-day operation of the Cotswold Farm Park and deputise in their absence. You will have specific responsibility for line managing the farm park management team and developing the overall visitor experience. Working alternate weekends (taking two days off in lieu in alternate weeks) and all bank holidays, you will be on site to oversee visitor operations and ensure our customer experience is delivered to a high standard at all times. Due to the location of the Cotswold Farm Park, a driving licence and access to a car is essential. The successful applicant will need considerable previous management experience, preferably gained in a customer facing environment. You should have excellent verbal and written communication skills and be able to deal with all situations in a calm, professional and customer focused manner. This is a physically demanding role, requiring you to monitor all aspects of activities across the Farm Park during operational hours to ensure both customer satisfaction, safety and good staff morale. In addition to this, you will need to be both a great team player and a great team leader with the ability to juggle multiple tasks in an orderly and focused way, delegating when required and be able to work under your own initiative.

2 Job Description Job Title: Location: Reporting to: Line Manager: Salary & Benefits: General Manager Cotswold Farm Park, GL54 5UG Farm Park Manager Catering Manager Visitor Services Manager Display Manager Competitive Overall Purpose You will assist the Farm Park Manager in the successful day-to-day operation of the Cotswold Farm Park and deputise for the Farm Park Manager in their absence. You will have specific responsibility for day to day duty management of the site, managing and developing all human resources procedures and practices, and for monitoring and developing the overall visitor experience. You will work in a professional visitor facing role on a daily basis, and will be expected to maintain and promote high standards of personal conduct and presentation and present a positive image of the company. Working alternate weekends (taking two days off in lieu in alternate weeks) and all bank holidays, you will be on site to oversee visitor operations and ensure our customer experience is delivered to a high standard at all times. Main Duties, Responsibilities and Accountabilities Duty Management Visitor facing duty manager, responsible for the daily site operations. Ensure the resolution of all service incidents on site, including complaints, operational failures, security, safety incidents or emergencies. Oversee site presentation, standards and operations. Ensure department staffing levels are suitable for predicted visitor numbers, based on projections, weather conditions and special events. Supervise all department managers and supervisors for visitor and operational matters, ensuring staff efficiency and high standards of customer service at all times. Run weekly staff meeting to plan operations, visitor management, diary activities and staffing levels. Run routine operational meetings with the department managers. Manage first aid system, including training, equipment, incident procedure and follow-up. Manage the EPOS system and all customer interface technology. Oversee management handover process, ensuring that department managers are given timely feedback on visitor, operational and staffing matters which arise in their absence. Ensure cleaning and maintenance priorities are communicated and delivered accordingly Lead and motivate all visitor facing teams, to ensure high standards of visitor care and presentation of our products and services.

3 Work collaboratively with all team members to ensure a consistent and seamless service is provided to our visitors. Deliver projects, as agreed with the Farm Park Manager. People Management Line management of the Department Managers, including performance management and appraisals. Assisting managers with day to day staff concerns and issues Manage all HR matters including following and improving company procedures for: o Recruitment & Induction o Performance Management, including developing staff review procedures o Performance Agreements o Managing disciplinary and grievance procedures Upkeep and distribution of the Employee handbook and the development of a Manager s handbook Liaison with HR consultants Developing induction procedures in all departments Oversee seasonal recruitment and training processes Manage on-going training programme across all departments e.g. first aid provision, customer service training. Visitor Management To oversee all aspects of the visitor experience, and work with the Marketing Assistant and Department Managers to improve the following: Standards and presentation Visitor movement queue busting, use of space, walking patterns etc. Managing customer feedback and complaints systems. Work with all departments to improve visitor information and the visitor journey Visitor profiling ensuring activities on offer match the visitor type, volume and weather Improve customer service training and standards Engage with customers, answering their questions, enhancing their engagement, knowledge and understanding of the farm park and activities. Oversee customer information and signage, including instructional and interpretational Develop our customer offer working with the Display Team to develop schools, groups and general visitor activities to ensure activity offer matches commercial demand. Work with the Display Team Manager to develop projects that will build on and enhance the visitor experience. Working with department managers to review and improve visitor experience in each area of the business.

4 Person Specification EXPERIENCE Considerable supervisory and management experience (Essential) Experience in a customer facing role (Essential) Previous experience in tourism, hospitality or retail would be an advantage (Desirable) A proven track record in team leadership, development and performance management SKILLS Knowledge of HR practices to manage people Experience using Microsoft Office software - Excel, Outlook & Word (Essential) Excellent organisational skills Strong verbal and written communication skills Ability to drive and access to a car Understands the importance of quality and brand image, able to identify areas where service or presentation falls below required standards and work proactively with senior colleagues to address issues. ATTRIBUTES PASSIONATE Demonstrates integrity Is committed to customer service excellence Cares about customers and colleagues Polite, friendly and approachable manner Thorough and meticulous on all tasks Creates, develops and manages new ideas ACTIVE Demonstrates continuous personal and professional development People focused and a great motivator Has a positive can-do attitude Demonstrates high energy, even when under pressure Works on own initiative Flexible approach to work and working hours Resilient and able to make tough decisions INCLUSIVE A team player A great communicator A great listener Focused and committed Involves staff in decision making processes and new ideas Delegates and manages projects well Strong commitment to team working and a culture of staff development To apply: Please a CV and a covering letter (stating salary expectations and current notice period) to Kate Lord, the Farm Park Manager: kate.lord@cotswoldfarmpark.co.uk. Successful applicants will be invited to an interview and subsequently to a trail day to assess suitability for the role. Applications must be received before 9am on Monday 23 rd March 2015, early applications may be invited for interview prior to this date.

5 Organisational Chart