Lake Room Manager - Weybridge

Lake Room Manager - Weybridge

Full Time - 40 hours per week

Role Summary

Provide an exemplary experience for Members and Club guests in the Lake Room

Key Tasks and Duties

• Gain a working understanding of all the equipment needed to fulfil your role.
• Provide a safe environment for you, your colleagues and Members.
• Provide customer service standards that are expected of an establishment with our history.
• Manage the use of the till system, ensuring accuracy, and that the reconciliation procedures are adhered to, ensure security of cash and Club property.
• In conjunction with the F&B Manager & Head Chef, plan Lake Room menus to ensure Members are provided with an interesting and varied menu, which provides the agreed GP% and a menu in line with the expectations of Club Members.
• Check that information relevant to your department is up to date and displayed on the club website.
• Implement and review standards of hygiene and cleanliness throughout the Lake Room in line with Health and Safety and Food Hygiene regulations.
• Ensure compliance with COSHH and that all departmental risk assessments are up to date and adhered to.
• Ensure compliance with fire regulations, licencing laws and trades descriptions regulations.
• Produce a detailed budget taking into account growth and past year performance.
• Follow Club emergency procedures in the event of an emergency.
• Take all phone calls professionally in accordance with Club procedures to give a good impression to those coming into contact with the Club.
• Welcome, acknowledge and lead by example to all staff.
• Deal with any Member issues and complaints and implement changes to rectify the cause.
• Control bookings for all types of event in the Lake Room and provide processes that allow these to be carried out.
• Reply to comment cards and implement changes to deal with the causes.
• Monitor that all reports are fulfilling their roles efficiently and professionally to ensure the department can run smoothly.
• Apply and monitor supervisor processes, to fulfil your requirements.
• Recruit, train, manage and motivate Lake Room staff to ensure customer service excellence.
• Work closely with and co-operatively with your colleagues to deliver excellent customer service to Members.
• Set and implement shift procedures and monitoring of these procedures. Train all colleagues on these.
• Work with, guide and monitor all aspects of Lake Room customer service. Implement changes when they are required.
• Set rotas that reflect the expected usage of the facilities, taking into account any events that are planned.
• Set and monitor customer service objectives for the entire team, in line with customer service requirements.
• Evaluate staffing levels and adjust accordingly, working at all times within the set budget.
• Set, monitor and coach staff members in standards of performance, secondary spend and service levels as required by the Club.
• Prepare for and conduct Quarterly Performance conversations.
• Prepare for and conduct Annual Performance Appraisals.
• Check that all recruits are fully inducted into their roles and that checklists are completed within two weeks of commencement of employment.
• Consider whether Job Descriptions need updating to reflect changing circumstances.
• Manage the department’s holiday requests to ensure service levels are not affected.
• Welcome and assist new recruits - introduce yourself to new recruits within your department.
• Ensure new recruits follow the correct induction and training protocol to allow for maximum production.
• Take every opportunity to increase your level of expertise.
• Meet on a weekly basis with Business Development Manager to discuss the direction of the Lake Room.
• Set performance targets for the Lake Room teams, including upsell and customer feedback.
• Identify and organise any training that will be beneficial for some or all of your team. 
• Develop an award scheme to allow progression within your team.
• Actively participate in relevant Club training programmes.
• Take responsibility to ensure yourself and your team have up to date First Aid qualifications etc.
• Respond efficiently, politely and professionally to all requests.
• Produce Enews information to promote features within your departments.
• Plan and implement additions for the Calendar of Events as and when required.
• Respond with the required information to the Editor of the newsletter.
• Read all staff communications to keep abreast of relevant staff and Member issues.
• Attend staff meeting promptly when requested to do so.
• Any other duties as reasonably required.

All Staff Responsibilities

• Consistently offer a high standard of customer service to our Members.
• Create a welcoming, friendly atmosphere for Members and employees alike.
• Demonstrate pride in the Club, a positive attitude and a high level of commitment to your role.
• Attend work promptly according to your working hours;
• Appear smart and tidy and, if applicable, wear the appropriate uniform.
• Seek to anticipate Members’ needs and respond co-operatively and courteously to their requests.
• Communicate with and assist your colleagues to provide a seamless service across all Departments.
• Demonstrate flexibility in assisting the Club and your colleagues to respond to the needs of its business and Members.
• Adhere to Club rules and operating procedures at all times.

Mission Statement

Capture the Essence of Excellence through Service, Facilities and Environment.