POSITION PURPOSE:To ensure the day-to-day operations are carried out in line with department and hotel standards providing quality service to guests in accordance with statutory health and safety requirements KEY FUNCTIONS Customer care To ensure all members & guests receive a friendly and courteous welcome on arrival and during their visit / stay.
To anticipate members & guests needs whenever possible to enhance quality service and in turn enhance guest satisfaction.
To achieve departmental and hotel goals in relation to mystery audits, Revinate and other forms of guest and member feedback.
To assist members & guests at all times.
To ensure all members and guest queries are handled promptly and efficiently.
To use initiative in relation to the speedy resolution of members / guests queries or problems.
To report on all guest feedback to The Health Club team, ensuring speedy corrective action.
Standards To carry out and achieve hotel and departmental standards in accordance with SOP's.
To ensure Kingsley Hotel & Health Club standards are achieved at all times.
To ensure that the highest possible standard of personal hygiene, dress, appearance, body language and conduct is maintained at all times.
Training To attend all statutory training.
To organise training sessions as per the departmental training plan.
To ensure the coaching and training of new staff.
Flexibility To accept flexible work schedules necessary for uninterrupted service to members & guests.
To provide support where necessary in other areas of the Hotel To give full cooperation to any colleague, member or guest requiring assistance in a prompt, caring, helpful manner and to be flexible in assisting around the Hotel in response to business and client needs.
Health & Safety responsibilities To ensure all accidents, incidents and suspicious occurrences are reported to the relevant people and to assist in providing all relevant backup.
To maintain own working area in a tidy fashion.
To report any defective materials and equipment To be familiar with and adhere to all rules and regulations of the Hotel, specifically:HygieneFire proceduresHealth and safety at workSecurity regulations CommunicationTo maintain good communications with the rest of the management team and departments.To hold monthly departmental meetings.To actively encourage suggestions or ideas for improvement from your team members.To attend any other meeting as necessary.
Sales and costs To assist in positively promoting sales within the department and maximise every sales opportunity.
To assist in controlling departmental costs within the parameters of the annual budget.
To monitor stock controls To ensure security of cash, stock and equipment To pass on any sales leads to the sales department and assist in sales as required To be aware of hotel promotions or special activities going on in in the Hotel.
People management To appraise all staff regularly in accordance performance management appraisal system.
To assist in the recruitment and selection of departmental staff in accordance with agreed Hotel procedure.
To ensure the agreed disciplinary and grievance procedure is adhered to at all times.
To ensure all employee counseling is documented and passed to HR.
To work with the management team to ensure good morale amongst the team at all times.
To ensure all problems are resolved immediately within the department.
To set realistic team targets.
To promote a culture where ideas are welcome and implemented by managers and staff.
Other To carry out any other reasonable tasks as requested by management Departmental Key Performance Indicators: Payroll % Average members rate Departmental meeting calendar Appraisal calendar Auxiliary revenue development i.e. PT, Health club retail, classes, other Sales Members satisfaction index REQUIREMENTS Customer focused with strong communication skills, both verbal and written.
Must possess good computing skills.
Strong ability to prepare and analyse data figures.
A nationally recognized NCEHS / NCEF Fitness Instructors qualification or equivalent.
Current Lifeguard and Pool Plant Operators Certification an advantage.
Strong revenue background and target focused.
Previous membership sales an advantage.
Must have minimum three years' experience or equivalent in a similar role within a fitness club environment.
Strong team leader.
Flexible with working hours.
Business qualification a distinct advantage.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.