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General Manager - Ribble Valley

Employer
James' Places
Location
Ribble Valley, Lancashire
Salary
Competitive
Closing date
27 Nov 2019

Group/Cover General Manager - James Places  - Ribble Valley

Salary on Offer - £30k depending on ability to demonstrate the criteria listed below.

Full time permanent position, working between Monday and Sunday.

Benefits

  • 28 days holiday (including Bank Holidays)
  • staff discount card
  • performance related bonus
  • meals on duty

The Company James Places is a dynamic and vibrant growing company with venues based in the Ribble Valley and beyond with The Royal Hotel, The Shireburn Arms, The Emporium, Eaves Hall, Mitton Hall, The Waddington Arms, Holmes Mill and Falcon Manor , all part of the group.  So if you are looking for a new challenge, or just fancy a change, James Places has a lot to offer. The Values ·We have passion for what we do – We demonstrate this through the quality of our people, food, service and buildings 

  • We deliver extraordinary experiences – We do this by having an eye for detail, delighting the guest, working as a team, making this happen! 
  • We are evolving and embrace change – Develop and grow as individuals, as part of a team and as a business.  We will do this through creativity, reward & recognition
  • We promise to be genuine, unstuffy and welcoming – Respect your colleagues and the customers, be cheerful, be positive, be friendly, be enthusiastic, be honest & be truthful The Role

Reporting to the Operations Director, you will be responsible for running the establishment, leading, managing and developing the staff team and ensuring that every guest receives exceptional service.  You’ll be responsible for meeting challenging targets and ensuring you have the best team to achieve them.  You’ll work hard to create and maintain our reputation as a venue of choice, promoting and demonstrating the James’ Places brand & values at all times.  You’ll be responsible for executing the business plan, ensuring it is communicated to staff, regularly reviewing and highlighting areas of concern.

General Responsibilities

People management

  • Managing, leading and developing an effective team
  • Providing regular feedback and training opportunities
  • Creating a high performing team
  • Effective performance management of the team
  • To ensure quarterly appraisal meetings are completed in a timely manner and information is fed into the talent pipeline
  • Ensuring staff recognition and praise is actively encouraged by management
  • Using customer feedback, social media and other feedback mechanisms to provide timely and regular feedback to staff – supporting the appraisal process
  • Actively promoting employee of the month and quarter, ensuring criteria are met and applied consistently.
  • Working with Head Office to advertise and recruit for employees, ensuring the correct process is followed and monitoring the completion of James Places paperwork when Head of Departments are conducting interviews / offering positions.
  • Arranging and conducting a part of the induction for each employee to James Places, prior to starting work with the company, arranging convenient date/time and informing the new starter accordingly.
  • Ensuring appropriate Delegated Authority documents are followed, and associated tasks delegated to the Assistant Manager where appropriate.
  • Ensuring all training needs across the departments are co-ordinated and completed.
  • Acting as a point of escalation for any employee issues.

Effective communication

  • To establish and maintain regular communication within the team
  • Ensuring staff noticeboards are up to date, distribution of key information, monthly newsletters and what’s on information. 
  • To hold quarterly “all staff” meetings. 
  • To seek regular feedback from staff, encourage suggestions and improvements. 
  • To have an open door policy.

Financial Management

  • To manage within financial budgets ensuring targets are met relating to GP, Payroll.
  • Ensure banking is completed weekly, on time and correct.
  • To forecast, manage and evaluate budgets, revenue and costs.

Effective Marketing

  • Promoting the business in the local area, creating opportunities to drive sales and looking for opportunities for positive publicity. 
  • Working with the Head Office Marketing Team to ensure events are promoted and evaluated. 
  • Working with the Heads of Department to develop and co-ordinate a consistent approach to special offers, promotions and events.

Customer Experience

  • A strong customer service focus with the motivation to consistently drive high service levels.
  • Creating an environment that delights customers, actively seeking customer feedback and making appropriate changes.
  • Dealing effectively with any customer complaints and monitoring to identify and remedy any trends.
  • Monitoring social media and relevant review websites e.g. Trip Advisor in order to keep in touch with customer feedback and improve service where necessary.

Health & Safety

  • Complying and keeping up to date with current Health & Safety Policies and Procedures together with managing the site effectively to maintain understanding and responsibility with current Health & Safety compliance and conduct.
  • Ensuring Company standards, Health and Safety, COSSH, Fire and all other Policies and Procedures are adhered to and complied with.
  • Reviewing specific risk assessments and ensuring action points are completed before filing accordingly. 
  • Reporting any Health & Safety issues which arise at any Health & Safety or Managers meeting. 
  • Arranging repair of, or replacement to any issues with equipment reported to you.

Experience/Background

  •  At least two years within a General Manager or Assistant General Manager, or Duty Manager position

Personality/Character

  • Has presence and can build relationships at all levels quickly.
  • Strong customer orientation and understanding of the concept of service delivery.
  • Excellent problem solving skills with good judgment and decision-making ability.
  • Effective listening skills and ability to coach others.
  • Motivated to deliver and maintain a positive outlook in dealing with difficult issues.
  • Excellent communication and influencing skills, both verbal and written.
  • Able to work with a high degree of autonomy and be an effective member of a virtual team.
  • Is always discrete and demonstrates high levels of personal integrity and confidentiality.
  • Strong project management and personal organizational skills with the ability to balance a number of differing priorities.

Job descriptions are not exhaustive and the job holder may be required to undertake duties which are broadly in line with the above responsibilities.

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