Burgess Hall, hospitality and events manager. One Leisure Business Manager [Development] Direct Reports: 5 Indirect reports: Up to 50

Transcription

1 Job Description Service Job Title Post No Salary Grade Hours Responsible to Responsible for One Leisure Burgess Hall, hospitality and events manager TBC G 37 hours per week One Leisure Business Manager [Development] Direct Reports: 5 Indirect reports: Up to 50 Purpose of Post: Effective and profitable day-to-day management of the Burgess Hall including specific duties relating to the staffing, operations and programming. Responsible for business development and ensuring quality service delivery across all One Leisure hospitality and event activities and delivering a profitable service as determined by the One Leisure Strategic Plan. Ensuring the commercial opportunities available to One Leisure- Hospitality & Events are exploited at every opportunity to generate income. Driving the commercial development of the areas of responsibility creating a financial surplus and delivering increased profits from Hospitality, events and the Burgess Hall. Main Duties and Responsibilities: 1. Constantly monitoring market activity and seeking to secure new profitable business whilst developing and co-ordinating the hospitality & events business plan. 2. To oversee the day to day management of the Burgess Hall and bar/catering facilities focusing on business development and excellent customer relations. 3. Determines customer service requirements by visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analysing information and applications and training staff. 4. To develop new partnerships with organisations and potential clients in the hospitality sector; through attending networking events, building contacts and following up on

2 introductions. To develop relationships with catering and beverage suppliers, finding new and innovative ways of working with external suppliers 5. Contribute to the annual Business Plan and implement and control delegated budgets and be responsible for maximising financial performance of those budgets and reporting quarterly performance. 6. The marketing and promotion of services, activities and facilities to maximise usage and commercial profitability. 7. Take full responsibility for the brand within Hospitality/Events. Ensure the team consistently maintains One Leisure & HDC brand standards and expectations through utilisation of company policies and procedures. 8. To lead, motivate, develop and recruit a team of front line staff, including front of house, bar and catering staff, ensuring that they all team members have a flexible and friendly approach and that they feel part of the organisation. Promote good industrial relations and staff motivation and disciplining of staff as required 9. Hold regular meetings with the full time team in order to encourage open communication at all levels and ensure they fully aware of the business strategies/changes and targets. 10. Develop and manage the various teams through regular feedback and reviews, agree action plans and timescales for follow up. 11. Take responsibility for staff, customer and contractor welfare and ensure that strict adherence to Health & Safety guidelines and regulations are maintained. 12. To ensure facilities and buildings are maintained and manage development enhancement where applicable. 13. To undertake any other duties as may reasonably be required at any One Leisure site and have means of or access to transportation. This job description is intended only as a guide to the range of duties involved. The post holder will need to be flexible and adaptable in order to respond to other duties that may be required from time to time and the changes and developments within HDC.

3 Person Specification Essential Criteria Knowledge, Skills & Abilities Wide knowledge of the hospitality / events industry and management within the industry. Knowledge of issues relating to Personnel, Finance, Marketing, Maintenance and Programming issues. Good knowledge of promotional techniques, sales techniques and marketing Proven track record of being able to lead and motivate a multidisciplinary team Commercial, financial and business acumen required to generate increased profits from the Burgess Hall, hospitality and events Operational management experience Working knowledge of current Health & Safety legislation Employment legislation Recruitment and selection Customer analysis. Report writing and presentations. Customer feedback and monitoring. IT literacy: - Leisure Centres bookings and member relations management system. MS Office. Excellent management, communication, interpersonal and leadership skills. Performance Management. Financial management. Working within deadlines. Ability to communicate across departments. Allocation of resources and team workload. Desirable Criteria Ability to contribute to the development of the Leisure Strategy and its implementation. Ability to use initiative and capitalise on market innovations. Use of: MRM +2 Mgt System. Knowledge of DDA requirements and working with audiences/visitors with special needs. Part of a network of industry specialists and colleagues from which to draw information and share experiences for mutual benefit.

4 Marketing and promoting services to gain maximum attendances. Ability to undertake and solve dayto-day operational problems. Staff management. Allocation of resources and team responsibilities. Effective decision making. Excellent customer service skills. Experience Senior Management / supervisory experience in a commercial hospitality & events environment Track record of successful event execution. Experience of managing a front line team Qualifications NVQ level 3 or equivalent in relevant hospitality / events industry or Management. Relevant managerial development training. Experience of local authority hospitality / events management. Experience of managing a bars/catering business. A successful background in a fast paced multi-site operation. Experience of presenting reports to senior managers. BIIAB National Certificate. IOSH Managing Safely. Personal Licence Holder. First Aid at Work Certificate. Security Industry Authority (SIA) registration Commercial Awareness Operates the Burgess Hall, hospitality and events at a profit and achieves year on year profit growth Includes financial factors in their analysis and decision-making Monitors the flow of money through the business, or through their own function Actively manages their budget, including forecasting Identifies opportunities to make the organisation more competitive, efficient and profitable Shows an understanding of the

5 markets the organisation wishes to target (both customer expectations and commercial factors of service provision) Demonstrates an understanding of the organisation s products and services, and how the supply chain affects the way these are acquired Shows an awareness of best practice, the organisation s competitors and their products and services Management of others Sets clear direction for others, e.g. staff, customers, volunteers, contractors etc. Demonstrates an understanding of the ambitions and concerns of others Delegates work appropriately and fairly Supports and motivates others, encouraging them to achieve their goals, in alignment with organisational goals Encourages their staff to think and act independently where appropriate Seeks opportunities to provide people with new challenges and opportunities to develop Influencing Presents their case persuasively upwards, downwards and externally Demonstrates confidence in their position Is credible and confident when presenting and communicating Makes use of personal and professional networks to gain support, learn from others and increase their opportunities to influence Adapts approach to engage others by appealing to those things that Experience of managing a team delivering both entertainment and sports events on a large [up to 1,000 participants] scale. A recognised management qualification. Positive references that demonstrate success and experience in developing and leading a team. Has access to a network of industry specialists and colleagues from which to draw information and share experiences for mutual benefit.

6 enthuse them Influences by highlighting and promoting the mutual gains to be made by following suggested courses of action Is aware of own emotions and manages them for maximum influence during negotiations Balances the need for immediate wins with the requirement for longterm successful relationships Demonstrates awareness of how things shape events within business: is politically astute Customer focus Develops and maintains productive relationships with internal and external customers Explores the customer s situation with them to develop a fuller understanding of the underlying need Delivers what they have agreed with the customer Takes action to exceed customer expectations Advocates customer satisfaction as a key value for themselves and the council Deals effectively with dissatisfied customers Innovation Challenges the status quo: suggests new approaches to old problems Promotes and demonstrates continual improvement Generates new ideas and creative solutions Applies existing methods in new ways or new situations Encourages a safe environment that will facilitate creativity in others and where people are willing to challenge Seeks new ideas. Experience in creating and managing a customer feedback process that reflects best practice

7 Finds ways to turn their own or others ideas into action Shares innovative practice with others Decision-Making Makes and communicates clear decisions Makes effective decisions under time pressure Balances risks and benefits of various options and decisions Makes unpopular decisions where necessary Takes responsibility for the outcomes and impact of their decisions and those they delegate Incorporates a range of views when making their decisions Considers all relevant data when making decisions Delegates decision making appropriately Considers diversity issues when making decisions Planning and organising Explains and clarifies the objectives Establishes clear actions and timeframes with deadlines and milestones Ensures the effective and efficient use of time and resources Creates contingency plans to enable them to deal with factors that might interfere significantly with their plan Identifies what is required before each task can be begun or completed Monitors progress against the plan and acts accordingly Allocates work based on an understanding of own and others strengths and weaknesses Flexibility

8 Is prepared to adapt their approach to overcome obstacles Responds constructively to a change in agenda or priorities Revisits their decisions when presented with new information Is prepared to adjust their interpersonal style to respond to the needs or preferences of others and the situation Re-prioritises appropriately when faced with a change in requirements Contacts Key liaisons with: Internal: 60% One Leisure Senior Management Team [OLSMT], (Business Managers, Facility Managers, Marketing and Promotions Manager and the Quality / Safety Manager), Zest Staff, Facility staff, other One Leisure Staff & HDC Officers (e.g. Financial Services, IMD, HR, Legal), via , telephone and face-to-face. As part of the OLSMT, agree One Leisure Hospitality strategy, policy, systems and procedure. Communicating policy, systems and procedural changes to One Leisure staff. Communicating operational decisions to One Leisure staff. Dealing with issues relating to management and leadership responsibilities, systems management, escalated operational issues and problem solving on a day-to-day basis. Submitting written and verbal information reports Business Manager [Development] and SMT. Submitting written business proposals Business Manager [Development] and SMT. External: 40% Elected Members, Partners, Contractors, Suppliers, Event Promotors, Customers, the General Public, Schools, Clubs, Social Groups & Organisations via , telephone and face-to-face. Operational communication with event promotors, contractors, external partners and other organisations.

9 Negotiations with event promotors, agencies, contractors and suppliers. Delivery of the highest quality customer service. Communication with customers will involve dealing with escalated complaints. Marketing and promotion of the Burgess Hall programme. Where required, the promotion of the civic facilities operated by HDC. Operate within the legal requirements of the various licences held. June 2016