Accommodation & Cleaning Head of De - Bognor Regis, West Sussex
The Accommodation & Cleaning Head of Department will ensure the smooth planning and delivery of a department which promotes the highest operational standards and exceed guest expectations within the following areas: all areas of Resort Accommodation (including Villages, Hotels & Porters) and all areas of Resort Cleaning (including Entertainment Venues, the Skyline Pavilion, Resort Toilet facilities, Splash Swimming Pool Cleaning & Hotel Public Areas.) You will drive a culture of excellence where high fulfilment delivers high performance for both our team and our business which in turn creates memories which delight our guests. You will be responsible for driving and identifying opportunities for guest feedback & NPS growth, improved guest service and high team engagement and also nurture an environment that allows all teams to perform at their best by setting clear goals & expectations.
We delight our guests:
Accountable for the running of day to day and week to week operation of the department
Analyses TI and uses trends and to improve and develop standards across the department.
Ownership of consistent delivery of a quality Butlin's experience in line with brand/venue guidelines, as well as resort wide to ensure we are continually looking and learning
Promotes a problem-solving attitude across the department to deal with all team and guest comments in a positive manner and take appropriate follow up action, turning experiences into positive ones.
Demonstrates and role models a commitment to delivering a superior guest experience in everything that you do
Works closely with Facilities HOD to ensure goals and plans are aligned to deliver best results for the Guest experience.
Planning to ensure the correct support/requirements for team to be able to deliver to the best of their ability (eg; unit forecasting) - including planning and communicating with HODs for any required Resort Support.
Provide support to the Accommodation Managers in relation to the systems used within the department and ensure they are able to provide meaningful data.
Take a collaborative approach to ensuring successful operations across resort
We are a place where talent thrives:
Creates an environment where every team member is encouraged to never stop looking and learning through a culture of high fulfilment and high performance.
Uses team survey data and other metrics to develop strategies which engage, develop and grow teams which in drives retention
Continually provides feedback and coaching to all team, conducting regular Coffee Chats, reviewing and personal development plans and goals
Act as an advocate for the 90-day Induction process - Ensures Managers fulfil the 90-day process for all new team, ensuring all team are allocated a buddy, and carry's out all 4, 8 and 12-week reviews
Sets clear goals and Personal Development Plans (PDP's) in line with the business and departmental strategy
Identifies talent nurturing them through continuous coaching, takes an active role in promoting learning opportunities for team such as apprenticeships.
Nurtures a high-performance culture where everyone's contributions are recognised, where talent thrives and rewarding careers are built
Supports the recruitment process for selecting exceptional talent through structured interviews
Ownership of the departmental training plan ensuring compliance with all activity, including compliance training, uses Cornerstone to monitor progress
Promotes teamwork across the department and encourages opportunities to multi skill in other departments across the resort.
Actively work with support functions such as HR and Finance to assist in the application of effective Reward and Recognition principles across resort and within your own department.
Coaching senior team day to day in line with results and / or problems to ensure positive performance
We strive to be better:
Inspire action and ownership for delivery of our business strategy, ensuring that the department regularly reviews its performance and plans, leading to an improved experience for our team, as well as our guests
Work towards the Bourne Leisure Mission and support the overall Brand Strategic Plan whilst aligning the department to the Business Strategy, Mission Statement as well as H&S compliance
Inspire action and ownership for delivery of the departmental plan, by breaking it down into measurable objectives.
Delivery of Departmental EBITDA plus yearly capital spend (where applicable) in line with budget
Strategic planning - In line with 5-year plan (GDP) and manages KPI's based on performance and costs, and identifies business risks, taking corrective action when needed
Has an exceptional level of operational knowledge specific to the area of expertise
Build and maintain strong relationships across Butlin's and Central Support teams.
Monitors team engagement levels and works with People Team to identify opportunities to drive engagement and retention
Monitors team retention, using exit interviews data to address opportunities to increase retention
Responsible for headcount forecasting and overseeing effective management of all team within the department
Sets and adheres to Clean And Fault Free (CAFF) standards as part of our company policy
We are the best place to invest:
Monitors compliance 100% completion of all Safe & Secure Training within department, implementing strategies and initiatives to drive completion.
Management of department budgets based on the previous year's figures, including payroll, stock and replacement inventory - actioning with different decisions where necessary to ensure EBITDA is delivered
Contribute to the Resorts Savings Plan to ensure Resort can also achieve EBITDA. This takes methodical and precision control to ensure success
Analysis data to generate proposals to the Resort Director, identifying Departmental growth opportunities.
Actively participates in the resort strategic plan including capital expenditure
Monitors and implements all company policy and procedures pertaining to the Department and participates in the development of such policy
Takes responsibility to ensure all team are adhering to the Butlin's Team Member Handbook and the cultural values taught in Roadmap and departmental training.
The desirable candidate has:
Understanding of different communication styles with the ability to be able to communicate with versatility at all levels
An exceptional level of operational knowledge specific to area of expertise and uses this knowledge to coach team to thrive
Ability to effectively lead, motivate and engage your team, even in times of high demand
Able to manage multiple priorities and adapts quickly to changing requirements
Ability and willingness to identify, nurture and coach talent
Willingness to challenge if standards aren't meeting required levels and performance manage if necessary
Good financial knowledge with the ability to forecast and manage costs in line with budgets
Ability to coach and give feedback to team to improve performance
The perks of working with us:Free use of Pool and many other Leisure facilities20% off food in our restaurants and take awayApply for free tickets for our box at the 02 ArenaSubsidised food and drinks in our team dinerHolidays Discounts of 20% for all your family & friends in Haven, Butlins & Warner HotelsSubsidised OFSTED Nursery facilities available on resortRegular team incentives with great rewards.Opportunity to earn up to 1,000 when you refer friends to join our great team Access to the Employee Assistance Programme including support for your wellbeing and free access to advice and expertise on financial and legal matters etcFantastic discounts on loads of high street and online brandsTeam Member of the Month AwardsInstant Recognition schemes with great rewards through our busiest timesLong Service awards
Why not follow us on Facebook @Butlins Careers and LinkedIn @Butlins.
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