Operations Manager - Surrey
Who do I report to? Assistant General Manager
What’s the purpose of the job?
Leading and managing the successful and efficient day to day operation of the club reception and cleaning teams within your DL Club and giving our members a fabulous experience every day. Regularly acting as Duty Manager, taking responsibility for the efficient operation of the club.
What will I be doing? Regularly acting as Duty Manager, taking accountability for ensuring the smooth operation of the club and ensuring day to day health & safety and compliance regulations are adhered to for everyone in the club while delivering DL Clubs ways of operating and excellence in member experience. Leading member obsessed service through inspiring leadership. Leading my teams to deliver DL Clubs ways of operating and legislation at all times. Maximising the member experience and member participation through great facility standards and management. Knowing our club and engaging with members about their activities and seeking ways to improve their experience of DL Clubs at every opportunity. Managing the Reception and / or Spa host teams as relevant to be fully conversant in all our products, regulations and administration processes, to enable them to use their understanding to best serve our members with the relevant solutions. Ensure all feedback is responded to in a timely manner. Managing the cleaning team on a day to day basis to deliver exceptional cleaning standards and ensure we always adopt a one-team approach and that all team members understand our values Walking your Club daily to deliver 5 star standards of facilities and a safe, clean environment through an obsessive attention to detail, taking a See it, Fix it approach and completing detailed reviews and ensuring the safety of members and team remains our highest priority at all times. Spending quality time with your teams, interacting with members and observing and coaching them to deliver SEE5 and 5-star service. Role modelling and coaching your team to always display our DL Clubs core values. Working with partners and contractors to ensure consistent and safe delivery of the Service Level Agreements and that contractors sign in correctly and that any works completed are done in a controlled and safe manner. Creating and implementing club action and improvement plans against key metrics based on the 4 monthly cycle and managing own teams to deliver. Taking ownership to resolve member’s queries or complaints. Assisting the HoDs with inducting, managing and developing a high performance team. Checking rotas against the Time & Attendance system and approving for payroll. Creating and implementing club action and improvement plans against key metrics based on the 4 monthly cycle and managing own teams to deliver. Managing stock, repairs and ordering systems, following our operating and finance procedures. Setting stretching but achievable targets for the team and reviewing them on a regular basis. Working with partners and contractors to ensure consistent delivery of the Service Level Agreements. Building good relationships with Club Support and team members to utilise resources for the benefit of all. Participating and sharing knowledge and expertise with peers and other team members. Leading the club opening and closing procedures. Creating and implementing department action and improvement plans where required. Delivering ad hoc activities as required.
How will I be measured? Observing me and my team delivering fantastic service and engagement with members. Observing me and my team’s speed and efficiency to react to incidents, issues or complaints. What members, team members or mystery members tell us about me and my team and our facilities. My performance and my team’s performance against our 6 Values. How well myself and my team follow DL Clubs ways of operating. Key KPI’s which will be agreed prior to every 4 monthly cycle. Achievement of cost control and financial measures. Compliance against all legislative and company audits. Monthly club visits from Regional Manager and/or any other Club Support visitors.
What qualifications, skills and experience do I need? The position requires working shifts in accordance with the demand of the business, including working 4 weekend shifts per month and at least one late shift per week Educated to at least A level standard or equivalent with additional Higher Education qualification (HND/Diploma) - desirable. GCSE in English and Maths. Experience in managing a team in a service led facility (e.g. restaurant, attraction, retail unit, sporting or leisure facility) – highly desirable . Experience of duty management responsibilities – highly desirable. Experience of financial planning and management. Passionate about customer service. Excellent communication and collaboration skills. Team player.