Due to exceptional demand, we are looking to increase our team at the Vale Resort and are currently recruiting for a Resort Operations Manager.
To assist the Hotel Manager in leading the Hotel Division. You will have responsibility for all aspects of the operation in both the Vale Hotel and Hensol Castle (excluding the Distillery) and assist in providing leadership and direction to the management team, reinforcing the company’s vision, mission, and values, and playing a critical role in the development and delivery of the Division’s strategy and profitability in the context of the wider Resort.
Key Responsibilities
This section details the main responsibilities for this position. However, this is not a definitive list and a flexible approach to work duties is expected from all members of our team.
Customer focus
Mission statement - Our customers are our first priority and we aim to exceed their expectations of our facilities and hospitality
- To ensure that guests and members receive the highest standards of service within the Resort, using the company’s customer feedback as a tool to demonstrate excellence whilst continually striving to improve our hospitality and facilities to exceed expectations.
- To proactively look for ways to improve or enhance the guest experience.
- To be responsible for the safety and security of members and guests.
- To have an excellent understanding of the Resort’s facilities and ensure that the hotel team also has a good knowledge and can answer guests’ questions accurately.
- To ensure that the facilities are maintained and presented to an appropriately high standard.
- To have an excellent understanding of the IT systems used for members and guests ensuring that it is fully utilised to provide an excellent member and guest experience.
- To ensure POS and promotional materials are in place, up to date and readily available to any guests and potential new members.
- To create a motivating environment of sincerity, warmth and fun for guests and members which will lead to them enjoying their experience at The Vale.
- To ensure that any complaints received from members or guests are answered in a professional and timely manner.
Team focus
Mission statement – We recognize the importance of our colleagues and aim to create a positive and safe environment which encourages improvement, loyalty, commitment, and hard work
- To demonstrate and promote a pro-active, respectful, and helpful attitude across your team and the wider resort.
- To ensure that staff maintain a high standard of personal appearance and wear the uniform and name badges provided.
- To promote a positive and safe environment which encourages improvement, loyalty, commitment, and hard work.
- To implement the Personal Development Review process within your departments and oversee the development and implementation of training plans within the Division.
- To continually review performance management, addressing and resolving any issues in a fair, professional and timely manner.
- To monitor absence levels throughout the Division taking any action necessary to resolve absence issues making HR aware of any issues.
Continuous improvement and leadership
Mission statement – We strive to be excellent leaders and will undertake all our business activities in an honest and ethical manner to provide a fair return on investment
- To pro-actively assist in reviewing the Company’s Vision, Mission Statements, Company Values, and overall business strategy.
- To implement management controls in order to hit budgeted profitability and pro-actively target both sales and cost improvements on an ongoing basis without compromising the guest experience.
- To ensure all sales opportunities are fully exploited.
- To take a proactive role in your personal development, looking at local, national, and global best practice to drive your performance as well as the company’s.
- To ensure regular reviews of pricing strategy within the Hotel Division and that there are departmental business plans in place which contribute to the overall Resort strategy.
- To review the Divisions KPI’s on a weekly basis taking steps to improve any issues or develop more tangible / SMART targets.
- To closely monitor and review stock, invoicing and cash-handling procedures fully investigating any discrepancies following up with detailed reports to the finance team.
- To ensure that staffing is in line with business levels and controlled through effective rota management.
- To be an ambassador for the Company in the community and the industry.
Health & Safety
Mission statement – We recognize the importance of our colleagues and aim to create a positive and safe environment which encourages improvement, loyalty, commitment, and hard work
- To take responsibility for safe working practices within the Division in accordance with Company policies and procedures (including fire evacuation procedures) and propose improvements where appropriate.
- To taking responsibility for any work undertaken to ensure that all working practices are safe and health & safety legislation is being upheld.
- To carry out and regularly review risk assessments and hazard reports as required.
- To ensure that staff wear the appropriate uniform or PPE at all times.
- To ensure any contractors have a valid permit to work before authorising their activities.
- To attend monthly health & safety meetings as required ensuring any concerns are highlighted and resolved in a timely manner.
- To ensure that all equipment used within the Division has regular safety checks.
- To ensure that there are robust audit systems in place to avoid non-compliance.
- To identify any personal training requirements to ensure you have sufficient knowledge for your health & safety responsibilities.
Compliance
To assist the Hotel Manager in ensuring the Division’s legal compliance. In particular to ensure compliance with:-
- Health & Safety Regulations (including Food Hygiene, Allergens, Fire, COSHH, RIDDOR)
- Licensing (including Alcohol, Marriage, PRS, PPL)
- Trading standards (including Allergens, Weights & Measures Act, Trade descriptions Act)
- Other relevant legislation (anti-discrimination, data protection, child protection)
Please note that the list above is for guidance and is not intended to be exhaustive. Clearly legislation and regulations change over time and it is your responsibility to keep abreast of changes and arrange training in any areas you feel that it is required.