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Full-time Address: Lovelady Lane, Alston CA9 3LX Accommodation can be provided with an adjusted rent UK Work Authorization is required Starting Date: End of February Tasks Role Overview Lead and take responsibility for the property operations, the teams within it and the guests who stay in the property. The General Manager will work across the multifaceted setting to develop and implement guest focused initiatives, enhancing their customer experience. Key Attributes of the Candidate: Outstanding leader, with the belief and drive to make our residents' lives better. Customer focused. An ability to work and build an excellent rapport with people. Experience of leading and motivating a team. Representing the company widely within the local community. Confidentiality. Key Responsibilities First point of contact and visible presence to the guests by delivering a high quality service to them at all times. Ensuring the property teams are meeting the highest levels of service, building relationships with guests, championing their experience, taking on board their feedback and managing their expectations. Ensuring that issues are dealt with in an efficient and professional manner, whilst balancing the financial constraints of the business. To respond in a timely manner to any complaints made by guests ensuring that full details of both the complaint and the action taken are recorded. To provide support to individual guests in respect of ad hoc issues as they arise, directing individuals to other appropriate agencies as appropriate. People Management To ensure the effective recruitment, management and training of staff in accordance with Payman Club Human Resources policies. To undertake the day to day supervision of property staff to ensure the smooth running of the community. To monitor and evaluate property staff, to address performance issues as they arise, as well as encouraging the development of individuals to provide a pool of skilled and talented individuals able to deliver high quality services to the guests. To monitor attendance, managing issues of absence as they arise to ensure that service levels are maintained and budgets adhered to. To ensure that the administrative processes associated with employment are carried out in line with company policy and all statutory obligations. To ensure that all staff within the property receive Induction training in line with both local practice and Payman Club policies and procedures. To ensure that all staff within the properties receive appropriate training in order to carry out their duties and responsibilities effectively and safely. To consult and inform staff regarding relevant issues within the properties and the Company. Finance In conjunction with the Operations Manager & Finance Manager, prepare and monitor the annual budgets for the property. To deliver all contractual services to guests within the parameters of the approved budget. To ensure the timely collection of any sums due from guests. To assist in promoting the sale of other services provided by Payman Club or any of its associated companies to the guests of the property. Property To understand and comply with all the legal and other regulatory constraints involved in managing property. To plan and implement a programme of routine and preventative maintenance throughout the property. To ensure the appropriate, timely and cost effective response to individual guests requests for maintenance of their rooms and to ensure that all such requests are properly logged and tracked. To ensure that an out of hours emergency maintenance service is available to guests as needed. To engage contractors where appropriate to carry out cost effective and high quality work. To manage the relationship with contractors to ensure adherence to Payman Club policies and procedures whilst they are working on site. To act in the best interests of the company to assist in sales. Through regular inspection ensure that a high quality environment is maintained throughout the property. Health & Safety To be the designated person with overall responsibility for Health and Safety matters within the property. To ensure the provision of a safe environment for guests, staff and visitors. To comply with all legislative requirements and local and Companywide policies and procedures relating to Health and Safety at Work. To work collaboratively with any consultants appointed by Payman Club to provide advice and guidance on Health and Safety matters. To ensure the adequate recording and reporting of Health and Safety at Work in line with Company policies and Procedures and also with any statutory requirements. Site Facilities To manage any other functions (including any restaurant or other similar facility) provided by the Company for the benefit of the guests and visitors. To work collaboratively with other Payman Club staff to ensure that any development and/or redevelopment schemes are successfully implemented. This may involve attendance at Site Meetings and other similar meetings on behalf of the Management Company. General To be involved with the sales process to ensure compliance with statutory legislation. To deliver an excellent customer experience during the sales process. To be involved with the delivery of additional products and services, and to promote the "Payman Club" brand within each Village. To ensure that the Operations Manager is fully briefed on all matters relating to the running of the property on a regular basis. To prepare any reports, briefings or other documents which may from time to time be required by Senior Managers or Directors of the Company. To attend any such meetings and training courses as may be reasonably required, including where necessary overnight stays away from home. To keep the outside and public areas of the hotel clean and prepare them for the following day's events. To set up restaurant for breakfast To prepare and serve healthy breakfast, lunch, and afternoon tea. To ensure all rooms are clean, tidy, and fully furnished to accommodate guests' needs. To provide basic housekeeping duties including replacing linen, changing and arranging the towels, emptying waste, restocking toilet supplies, vacuuming, dusting, and rearranging the room after guests check out. To clean rooms and public areas, including vacuuming, dusting, picking up larger objects off the floor, cleaning glass and windows, spot cleaning partition doors and walls, sweeping and mopping tile floors, and cleaning toilets. To transport dirty linen to correct areas to be cleaned and to restock areas with clean linens. Such other duties as are commensurate with the post. Accommodation To be an onsite live in staff member, able to cover any shift gaps and deliver on all service requirements, as well as respond to emergencies. Requirements Attributes, Experience and Qualifications 10 years plus experience at General Manager level running and managing 4-5 hotels/within the hospitality sector in operational management capacity. Demonstrable experience and knowledge in commercial management of a site or contract. Experience of direct people management of a team. Strong role model of excellent customer service. Confident leader who can empower teams to deliver to the highest standard for our residents by putting them at the heart of everything we do. Approachable and open manner - able to demonstrate empathy and a personable approach. Change agent who has experience of leading teams on a journey of continuous improvement. Have worked within a fast paced environment. Able to manage ambiguity well and turn it into action to provide clarity and direction. Ability to influence stakeholders at all levels to gain buy in. Account management experience is essential - Good understanding of P&L and path to profit, pitfalls and opportunities. Comfortable making decisions and be able to think innovatively about solving problems. Documents: ID Card DBS Check Proof of Physical Address 2 References