Hospitality Manager. Job Description Person Specification. southendtheatres.org.uk hqtheatres.com. July 2018

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1 Job Description Person Specification July 2018 southendtheatres.org.uk hqtheatres.com The UK s premier provider of live entertainment and hospitality

2 JOB DESCRIPTION INTRODUCTION HQ Theatres & Hospitality (HQT&H) is a division of Qdos Entertainment Ltd. Qdos Entertainment is wholly owned by husband and wife entrepreneurs, Nick & Sandra Thomas. Nick created Qdos Entertainment in 1999, and remains Chairman of the company, which is now one of the largest, broad-based entertainment Groups in Europe. Rooted in family entertainment and traditional values, Qdos Entertainment has grown both organically and through a steady buy & build strategy, by acquiring businesses that complement the original model, managed by a highly experienced management team. Qdos Entertainment, via its wholly owned subsidiary HQ Theatres & Hospitality, has a proven track record of successfully managing and operating theatres and other cultural venues, and is the UK s second-largest regional theatre and concert hall operator. The current portfolio of 11 venues include: The Cliffs Pavilion, Southend; The Palace Theatre, Westcliff; G Live, Guildford; The Lyceum Theatre, Crewe; Wycombe Swan, High Wycombe; The Wyvern Theatre, Swindon; The Arts Centre, Swindon; The Beck Theatre, Hayes; The White Rock Theatre, Hastings; The Orchard Theatre, Dartford, The Colosseum, Watford, and from April 2016 The Churchill Theatre, Bromley. The Company also operates an extensive range of hospitality and accommodation environments, including restaurants, cafés, bars, coffee shops and boutique hotel rooms under the brand HQ Collection. The company s freehold restaurants and accommodation businesses include the award-winning Copper Horse Restaurant and Cottages; The Mayfield Pub, Carvery and Rooms in Seamer and The Plough Pub, Restaurant & Rooms in Scalby, near Scarborough. SENIOR MANAGEMENT STRUCTURE Chairman: Nick Thomas Chief Financial Officer: Jim Parry Chief Executive Officer, HQT&H: Julian Russell Group Marketing Director: Chris McGuigan Operations Director, HQT&H: Alvin Hargreaves Hospitality Director, HQT&H: Mark Hollington Southend Theatres Ltd is managed by the Theatre Director, Ellen McPhillips LOCATION OF BUSINESS HQ Theatres & Hospitality Limited has its headquarters office in Southampton Street, London. The post holder will be based at the Cliffs Pavilion The post holder s approved travel and other out-of-pocket associated costs will be reimbursed. EQUALITY OF OPPORTUNITY Qdos Entertainment Limited is committed to being an equal opportunities employer. The aim is to ensure that all employees are treated equally and are employed solely on the basis of their ability and potential to do the job, regardless of their race, colour, gender, sexuality, disability, age, religion or beliefs. 1

3 JOB DESCRIPTION PURPOSE OF THE POST To lead a highly effective hospitality operation ensuring a high level of performance in terms of financial results and service/product delivery. To control related budgets and ensure operational systems are in place and executed in an effective manner. In conjunction with the Theatre Director and as a member of the Management Team ensure all operations comply with current legislation and licensing conditions. ACCOUNTABILITIES Key Accountabilities of the Post are to: HOSPITALITY DELIVERY AND DEVELOPMENT Provide an innovative and inspired hospitality service seeking external influences and acting upon emerging market trends. Drive forward the development of the hospitality offering in all areas with a focus on excellence. Ensure there are regular checks and reviews on the presentation of hospitality offerings, including liaison with the Head Chef and Food & Beverage Manager. Ensure menus are compiled in an appropriate and appealing way and in liaison with the Head Chef and supported by the Group Support Chef. Ensure all menus are accurately costed in line with financial targets and that price structures are appropriate and reviewed on a regular basis. Ensure delivery of all menus reflect the agreed specification and presentation required using approved company ranges. Ensure purchasing is in line with company policies and gains maximum benefit to the business while maintaining agreed level of quality. Ensure sales are maximised at all times through product availability and mix and staff training and awareness. Deliver a programme of high quality events (corporate, private and in-house) which utilise available dates in the function rooms maximising income and profit potential. Review and monitor with a particular focus on quality and financial performance. Work closely with Promotional Hospitality Manager to ensure maximum exposure and success. Identify and implement, with reference to the Theatre Director, any new areas of business likely to enhance the profitability of the theatre. Monitor, measure and review accordingly. 2

4 Ensure all hospitality areas and their décor are maintained to a high standard and that all equipment is kept in good order. Identify and build a business case for capital investment. Ensure all areas of operation comply with health and food safety legislation supported by relevant and timely staff training. Ensure compliance with current employment legislation. adequately trained to support this. Ensure all relevant team members are SERVICE DELIVERY Set customer service standards, ensuring an excellent level of delivery on a consistent basis. Ensure a training programme is in place to underpin and improve service delivery. Programme should include external and in-house training provision. Monitor levels of service through all means available. Use results to drive through improvements and meet (exceed) customer s expectations. FINANCIAL MANAGEMENT AND PERFORMANCE Effectively manage all areas of the hospitality department to achieve financial targets as set out in annual budgets. Be continually aware of and manage the financial requirements and restraints of the operation including but not limited to labour percentage controls, percentage gross profits and conversion rate. Ensure constructive and detailed input is given to the budget and forecast preparations. Ensure regular checks and action plans are undertaken weekly on revenue and variances are recognised and acted upon. Ensure weekly and periodic forecasts are produced. Oversee and contribute to efficient administration and co-ordination. Be responsible for the security of cash, maintain effective safe procedures and control float fluctuations to acceptable levels. MARKETING AND PROMOTION Work with the Marketing Manager to prepare a comprehensive annual business plan and ensure it is effectively executed. Work closely with the Marketing Team using excellent and timely communication and joint working strategies to achieve the best results for the promotion of the hospitality offering. Ensure all enquiries are followed up with efficiency and speed to maximise conversions to definite bookings. 3

5 Manage the Hospitality Promotions activity to ensure best results and best use of available resources. Ensure Hospitality Promotions Manager works closely with the Marketing Team, attends relevant meetings and holds one to one meetings with appropriate member of Marketing Team. PERFORMANCE DEVELOPMENT AND MANAGEMENT Ensure each Head of Department has required skills and knowledge to realise the potential in their department. Oversee and contribute to the effective recruitment of suitable staff both casual and permanent. Ensure induction and probationary periods are managed effectively and within company policies. Ensure all members of the hospitality team receive thorough and timely appraisals. Personal targets throughout each team to contribute to overall business targets. Make best use of training resources available to equip team members to carry out their roles to a high standard. Consider and work towards maximising internal promotions and succession planning. Ensure effective performance management is carried out throughout the year adhering at all times to company policies. Undertake and display professional, effective management of the hospitality department to control staff resources. OTHER Establish a visible and accessible management profile throughout the theatre in order to foster good relations and to provide support, advice and assistance to all staff and visitors. Participate in and contribute to the management of health and safety. Support the theatre director in embedding a culture of health and safety throughout the business underpinned by training, knowledge and skills of team members. Undertake training and development as appropriate and keep apprised of developments in his/her field of expertise. Contribute to group wide projects and incentives as appropriate. Carry out any other duties as appropriate to the post and as requested by the Theatre Director. 4

6 PERSON SPECIFICATION This role requires the successful candidate to be a well presented professional with proven management experience within a similar style of hospitality operation. A proven track record of events catering, including experience of running large, high profile events. Demonstrable experience of applying flair and innovation to create an overall customer experience. An excellent understanding of the retail side of the hospitality business, particularly with regard to restaurants and bars. An excellent motivator and team player, used to managing a large on-site team, ensuring they deliver a first class service with the expected financial results. An excellent communicator, both written and verbal. A creative knowledge of sales and marketing and a clear understanding of its impact upon the success of the business. Experience in preparing and effectively executing annual business plans, ideally with a proven ability to drive change. Excellent IT skills. An exceptional passion for the leisure and hospitality sectors. A Personal License holder (preferable). Willing to work flexible hours including evenings, weekends and Bank Holidays as the business requires. 5

7 Job Description Person Specification I acknowledge receipt of, and confirm my agreement to, carry out the duties described in the attached job description. I understand it is current at the date shown and that, in consultation with me, it is liable to variation by management to reflect or anticipate changes in, or to, the job. Signed Date [Post Holder] Signed Date [for and on behalf of HQ Hospitality Ltd] February