Job Summary

To ensure the smooth operation of the Leisure Club (candidates must have the flexibility to work some weekends, to cover our opening hours).

Candidate Profile

Experience:

• Pool responder (Essential to the role but will provide training for those who do not have it)

• First Aid (Desirable)

• Recognised qualification in Leisure Studies (Desirable)

• National Pool Lifeguard Qualification (Essential)

• Pool Plant Operators (Essential to the role but will provide training for those who do not have it)

• Gym Instructors Qualifications Level 2/3 (Desirable, in order to give fitness instruction)

• Previous experience within similar role would be preferred.

Skills and Knowledge:

• Strong Communication skills (verbal, listening, writing).

• Innovative.

• Pro-active and reliable.

• Flexible working schedule.

• Good administrative skills.

• Excellent time management skills.

• Ability to prioritise work load.

• Good personal presentation.

• Able to work alone and within a team.

Specific Duties

The following are specific responsibilities and contributions, critical to the successful performance of the position:

1. Maintain all Club standards, including but not limited to cleaning, reception duties, sales, membership show-arounds, report generation, data capture, ordering and delivery.
2. Use the Leisure Club IT systems effectively and ensure all data is entered correctly and updated accordingly.
3. To be involved in the achievement of Club and Hotel targets.
4. To regularly liaise with colleagues to ensure good working relationships.
5. Pool maintenance and monitoring including backwashing and carrying out Pool Tests.
6. Ensure the Club facilities are kept to the highest possible standard, through check list and cleaning.
7. Actively involved in calendar events/timetable for the gym and pool.
8. Attend and be actively involved in regular monthly Team meetings.
9. Regularly check Club maintenance and report any faults.
10. To ensure compliance with Health and Safety legislation and Company Leisure Club Guidelines including completion of Health and Safety Checks and Checklist.
11. To ensure the Club achieves and maintains a high standard of customer service with both members and hotel residence.
12. To work closely with Membership Advisors to ensure all potential leads are passed on.
13. To ensure the Club is open and closed according to the department checklists.
14. To take payment for retail stock as required, following Company cash handling policies.
15. Ensure floats are counted and balanced at start and end of shift and they are secure at all times. Blind Banking procedures are followed along with all Company policies and procedures.
16. Qualified Instructors are required to deliver workout programmes for members, oversee the fitness offering in the gym and studio. Complete fitness induction using the HFO process for all new members. Update member programme cards, optionally offer personal training.

Other

• Performs other related task as assigned by Management.

• Complies with The Forest of Arden Hotel policies and procedures.

Proud member of the Disability Confident employer scheme

Job Summary

To carry out planned preventative maintenance, and repair breakdowns to the hotels plant equipment and building fabric.To complete records of task on completion of work to ensure accurate records are maintained.To be aware, and abide by, all hotel procedures and rules, as well as all relevant Health & Safety legislation.Maintaining the hotels appearance to maximise guest satisfaction.

Benefits:

• Perkbox - Variety of retail discounts
• Discounts with Bourne Leisure Group - Warner leisure and Haven Holiday Parks
• Discount with our sister hotel Dalmahoy Hotel
• Use of the leisure facilities including discounted rates for family
• Free meals and hot drinks provided on shift
• Free Shuttle bus service from nearby accessible locations
• Bonus subject to business performance

Scope/Business Context

• A full-time position based at The Forest of Arden Hotel and Country Club

Candidate Profile

Experience:

Previous experience within a Maintenance/Engineering role in a similar style of operation preferred but not essential.

Skills and Knowledge:

• Strong communication skills (verbal, listening, writing)
• Proactive and reliable
• Able to perform necessary general repairs and maintenance
• Good understanding of Health and Safety regulations
• Able to work alone and within a team
• Flexible hours and line with business needs
• Must be well presented
• Basic IT skills

Education or Certification:

• A good level of English is essential

Specific Duties

The following are specific responsibilities and contributions critical to the successful performance of the position:

• Carry out planned preventative maintenance
• Attend to, promptly and efficiently, all work requests submitted to the maintenance department where possible on the maintenance log
• Ensure that all work is carried out professionally, and the area left safe, clean, and tidy
• Ensure that all work is carried out to Health & Safety specifications
• Attend to, or report any defects, or Health & Safety matters brought to your attention, maintain a record of all maintenance work, ensuring that all details are clear and accurate
• Work to a shift rota system to provide coverage as required by the hotel
• You will be required to be on call on a planned basis, and will be paid accordingly
• Support and assist with duties as per the schedule
• To be aware of and have knowledge hotel facilities
• To actively take part in all training sessions
• To actively take part in all energy management and conservation issues.
• To ensure that spares on combustibles are kept secure, and meet all Health & Safety requirements, and to keep all stock levels to the correct amounts.
• To maintain all tools and test equipment in good working order
• To keep the workshop, storage areas and plant rooms clean and tidy at all times
• Carry out day-to-day maintenance requirements of the hotel to the highest possible standards.
• Guest maintenance requests are to be carried out as priority, to maximise guest satisfaction and room availability.
• All work is carried out in compliance with legislative Health & Safety laws
• Maintenance standards are to be met at all times
• Uniform is to be worn, and a polite and helpful manner portrayed towards guests and associates at all times.

Other

• Perform other related tasks as assigned by management
• Working hours as required to do your job, not less than your contracted hours

Proud member of the Disability Confident employer scheme

Job Description

Housekeeping Supervisor

Job Summary

To ensure guest bedrooms and public areas are clean and maintain to a high standard on a day-to-day basis.

To provide support to the Rooms Division Manager, Executive Housekeeping Manager and Senior Supervisor. Offer support to Guest Room Attendants. Supervision of Guest room Attendants.

Scope/Business Context

• Number of Direct Reports – 1 -30.

• Titles of Direct Reports – Guest Room Attendants, Linen Porters, Public Area Cleaners.

Candidate Profile

Experience:

• Previous experience of working within in a similar operation preferred but not essential.

Skills and Knowledge:

• Strong Communication skills (verbal, listening, writing).

• Innovative.

• Pro-active and reliable.

• Able to work alone and within a team.

• High attention to detail.

Specific Duties

The following are specific responsibilities and contributions, critical to the successful performance of the position:

• Welcome and acknowledge each and every guest with a smile, eye contact and a friendly verbal greeting. Using the guest’s name where possible.

• To be aware of the hotel’s layout and facilities.

• To supervise Team Members ensuring that all bedrooms correspond with lists given, reporting any discrepancies immediately to Reception.

• Inspect the level of cleanliness, presentation and conditions of guest rooms, storage areas, and public areas to ensure Company standards are adhered to.

• Check to ensure job of the day tasks are being completed.

• To spot check the cleaning of bedrooms by self-checking room attendants, to ensure Company standards are adhered to at all times.

• Ensure cleaning and servicing of guest rooms is carried out in a timely and organised manner according to the standards and procedures.

• Ensure all relevant Housekeeping reports are completed correctly.

• Ensure the correct door knocking procedure is followed.

• Immediately log any lost property onto the Lost and Found tracker.

• Responsible for entering room status to ‘Clean’ via the phone system once the room has been checked to Company standards.

• Report all maintenance faults via the phone/computer system or directly to Engineering.

• To liaise with the Maintenance department to continuously follow up any preventive and outstanding maintenance of the hotel/property equipment and to ensure the work is done efficiently and to the required standard.

• To check that all equipment with the department is used properly, is in good working order, stored correctly and is always kept clean.

• Respond quickly to guest’s requests and report any guest complaints to appropriate departments.

• Respect the privacy of every guest by treating any confidential information with caution in line with hotel policies.

• To strictly follow the procedure for general security of master keys and allowing guests access to rooms when asked to be let in.

• To maintain sufficient operating stocks of guests supplies, cleaning materials and linens in accordance with hotel occupancies.

• To conduct the Housekeeping morning meetings ensuring the relevant operational information is covered and 15-minute short take trainings are talked about and signed off.

• In the absence of the Executive Housekeeping Manager to attend the 10 at 10 morning meetings. Be prepared with the responses of any guest comments.

• Liaise Housekeeping Supervisors on a daily basis for general clean rooms, daily tasks.

• To assist the Executive Housekeeping Manager to control and reduce expenses in terms of linen, materials and supplies.

• To take an active role as team member, welcoming new members of staff, assisting with their training and participating fully in all on-going training initiatives.

• Complete all job chats, 30/60/90 day reviews and ensure appraisals are completed fully and on time.

• Liaise with linen company and other agencies where necessary to ensure smooth running of the operation.

• Fully understand all Fire and Emergency evacuation procedures. Observes Company Statutory Health and Safety Regulations.

• To report any suspicious items or circumstances to your Manager/Person on Duty.

• To ensure lights, electricity, gas, and water are not used unnecessarily in your working area.

• Keeps uniform smart and clean at all times. Maintain personal hygiene standards at all times.

• Name badge to be worn at all times.

• To maintain effective communication on a day-to-day basis in the Housekeeping department and with other departments within the hotel.

• To maintain and follow procedures for handling Lost and Found items. Deal with any Lost and Found enquiries as soon as they are received.

• To maintain effective communication on a day-to-day basis in the Housekeeping department and with other departments within the hotel.

• Attend Departmental meetings, participating when appropriate.

• Attend any training sessions as identified or requested by the Head of Department.

• Ensure COSHH regulations are followed at all times.

• To assist the Room Division Manager, Executive Housekeeping Manager, Senior Supervisors required and the day to day running of the department.

• Provide support to room attendants when required.

• To assist in cleaning rooms when required.

• All Company policies on Cash, Key and all Controls are adhered to and followed consistently.

• Ensure all relevant Housekeeping close down reports are completed correctly, adhering to the closing down checklist.

Other

• Performs other related task as assigned by Management.

• Complies with The Forest of Arden Hotel policies and procedures.

• Working hours as required to do your job but normally not less than your contracted hours.

Proud member of the Disability Confident employer scheme

Job Summary

To lead the team of therapists and provide a range of beauty treatments for members, hotel guests and visitors. To implement and maintain controls and procedures to ensure the highest standards, efficiencies, and professional operations are in place within the Spa.

Maximise opportunity from the Spa, delivering quality, driving rate, occupancy and profitability through member spend, hotel guests and corporate group bookings.

Develop the Treatment range offered by the Spa, ensuing that it is relevant and contemporary and suits the needs of the clients.

Scope/Business Context

• Based at The Forest of Arden Hotel

Candidate Profile

Experience:

• Previous experience of working within in a similar operation preferred.

Skills and Knowledge:

• Strong Communication skills (verbal, listening, writing).
• Pro-active and reliable.
• Able to work alone and within a team.
• NVQ level 3 qualification preferred.

Business Acumen

• Excellent interpersonal and communication skills
• Exceptional guest service skills
• Demonstrative success in leadership
• Knowledge of computer systems

Education or Certification:

• Good level of English

Specific Duties

The following are specific responsibilities and contributions, critical to the successful performance of the position:

1. To administer beauty treatments for clients in a professional, friendly manner.
2. To greet and converse with clients, to ensure that clients are at ease.
3. To ensure that administration of beauty treatments, adequately fulfil the needs of hotel and client.
4. To maximise opportunities for retail sales, to contribute to departmental profitability.
5. To maintain cleanliness of the salon at all times.
6. To ensure all areas of the salon fully comply with all relevant Health and Safety Regulations.
7. To fully support the Leisure Manager and be willing to work in any area of the Club to ensure the smooth running of the facilities.
8. All Company Policies on Cash, Key and all Controls are adhered to and followed consistently.
9. Lead by example, providing a high-quality service to all guests.
10. Work with Sales to ensure sales promotion and positioning of the Spa and services.
11. Develop informal and formal communication channels between the Spa team.
12. Attend regular Health and Safety and Operations meetings.
13. Prepare reports and provide performance information.
14. Maintain data integrity of electronic stock control system, point of sale and Spa scheduling systems.
15. Comply with all HR policies with regard to recruitment and disciplinary procedures.
16. Ensure that all department equipment is in good working order.
17. Conduct the Spa Induction training for all new Therapists.
18. To ensure that all training activity is recorded and administered correctly.
19. Ensure all Therapists are trained to the required standard.
20. Provide ongoing training for Therapists in order to develop the treatment range.
21. Manage staffing levels robustly, through effective rosters ensuring guest and team member satisfaction.
22. To maintain and overachieve the department budget.
23. Ensure that proper key controls are in effect.
24. Ensure that all Spa supplies are efficiently requisitioned from storage and that weekly stock takes are taken.
25. Ensure confidentiality of all user log-ins.
26. Proactively support the Health and Safety policy of the Hotel.
27. Ensure staff use the correct cleaning materials and in the correct manner at all times laid down by the Control of Substances Hazardous to Health (COSHH).
28. Comply with the Fire Safety Policy of the hotel.
29. Ensure safe working practices are adhered to.
30. To be aware and monitor the service standards in the Spa and to ensure guest satisfaction, resolving problems, queries or complaints.
31. Log and track all member comments.
32. Report any unusual occurrences immediately to the Leisure Manager or in his/her absence the General Manager.
33. Successfully complete the bi-annual and annual key tasks and business measures as discussed with the Leisure Manager.
34. To carry out any reasonable request by a Senior Manager.

Other

• Performs other related task as assigned by Management.
• Complies with The Forest of Arden Hotel policies and procedures.

Proud member of the Disability Confident employer scheme

Job Summary

Responsible for all front office functions and staff. Areas of responsibility include, concierge, switchboard operations, guest services, front desk and night audit as applicable. As a department head, directs and works with managers and team members to successfully execute all front office operations including guest arrival and departure procedures. Strives to continually improve guest and team member satisfaction and maximise the financial performance of the department.

Scope/Business Context

• Exceeding Customer Expectations - Providing services that are above and beyond for customer satisfaction and retention.

• Demonstrating Leadership - Utilising interpersonal and communication skills to lead influence and encourage others; advocates sound financial and business decision making, demonstrates honesty, integrity and leads by example.

• Improving Service - Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback and individual coaching when needed.

• Communicating with Supervisors, Peers or Team Members - Providing information to supervisors, coworkers and team members by telephone, in written form, e-mail or in person.

• Coaching and Developing Others - Identifying the developmental needs of others and coaching, mentoring or otherwise helping others to improve their knowledge or skills.

• Developing and Building Teams - Encouraging and building mutual trust, respect and cooperation among team members, modelling appropriate behaviours, serving as a role model to demonstrate appropriate behaviours.

• Achieving/Exceeding Goals achieving and exceeding goals including performance goals, budget goals, team goals etc.

• Making Decisions and Solving Problems - Analysing information and evaluating results to choose the best solution and solve problems.

• Guiding Directing and Motivating Team Members - Providing guidance and direction to team members including setting performance standards and monitoring performance.

• Communicating Information Timely - Informing and updating the executives, and team members with relevant information in a timely manner.

• Setting Goals - Establishing, challenging realistic and obtainable goals to guide operation and performance.

• Supervising Team Members - Supervising and managing team members, managing all day-to-day operations, understanding team member positions well enough to perform duties in team members absence.

• Managing Daily Operations of the Area or Department - Managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Organising Planning and Prioritising Work _ Developing specific goals and plans to prioritise organise and accomplish your work.

Candidate Profile

Education or Certification:

• A levels or four years’ experience in guest services, front desk or a related professional area.

• 2 year Higher Level Certificate or a Degree, from an accredited university, in hotel or restaurant management, hospitality, business administration or related subject.” years’ experience in guest services, front desk or related professional area.

Skills and Knowledge:

• Job Specific Computer Skills - Using computer hardware and software specific to the job.

• Oral Comprehension _ The ability to listen and understand information and ideas presented through spoken word and sentences.

• Customer and Professional Service - Knowledge of principles and processes, providing customer and personal services, this includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.

• Operating Procedures -Knowledge of standard and local operating procedures (SOPs and LSOPs) that apply to job.

• Reading Comprehension -Understanding written sentences and paragraphs, in work related documents.

• Writing - Communicating effectively in writing, as appropriate for the needs of the audience.

• Basic Computer Skills - Using basic computer hardware and software EG personal computers, word processing software, Internet browsers.

• Number Facility - The ability to add, subtract, multiply or divide, quickly and correctly.

• Mathematics - Using mathematics to solve problems.

• Originality - The ability to come up with unusual or clever ideas about products, services or situations or to develop creative ways to solve a problem.

Management Competencies

• Adaptability - Ability to effectively adjust to major changes in work tasks or the work environment.

• Applied Business Knowledge - Understands market dynamics, enterprise level objectives, financial metrics and the important aspects of the hotels business, skilled at using business knowledge to anticipate opportunities and risks.

• Building a Successful Team- Skilled at building a cohesive team and facilitating goal accomplishment

• Building Strategic Working Relationships - Skilled at developing and using collaborative relationships to facilitate the accomplishment of work goals.

• Building Trust - Ability to interact with others in an honest fair and respectful way giving others confidence in one’s intentions and those of the hotel.

• Communication - Skilled at clearly conveying information and ideas through a variety of media, engaging the audience and helping them understand and retain the message.

• High Work Standards - Sets high standards of performance for self and others, assumes responsibility and accountability for successfully completing assignments or tasks.

• Leading Through Vision and Values -Keeps the hotel values and business strategy at the forefront of decision-making and actions.

• Planning and Organising - Skilled at establishing courses of action for self and others to ensure work is completely completed efficiently.

• Strategic Decision Making - Ability together and organise information relevant to a long-range goal or vision, develop alternative strategies and execute a course of action to carry out strategy.

Specific Duties

• Keeps front office focused on the critical components of operations to drive guest satisfaction and the desired financial result.

• Ensures compliance with office policy standards and procedures.

• Conducts department meetings and continually communicates a clear and consistent message regarding the front office goals to produce desired results.

• Act as a surface champion for the front office and creates a positive atmosphere for guest relations.

• Displays leadership in guest hospitality exemplifies excellent customer service and creates a positive atmosphere for guest relations.

• Solicits team worker feedback utilises an open-door policy and reviews team worker satisfaction results, to identify and address team worker problems or concerns.

• Ensures team workers are treated fairly and equitably.

• Strives to improve service performance.

• Review staffing levels to ensure that guest service operational needs and financial objectives are met.

• Empowers team workers to provide excellent customer service.

• Understand the impact of front office operations on the rooms, area and overall hotel financial goals.

• Identifies and analyses front office operational challenges and facilitates the development of solutions to prevent recurrence.

• Establishes a maintains open collaborative relationships with team members.

• Ensures recognition of team workers, across areas of responsibility

• Communicates performance expectations in accordance with job descriptions for each position or monitor’s progress.

• Manages team worker progressive discipline procedures, for front office staff.

• Ensures that all the front office areas have an atmosphere that is conducive to the overall guest experience.

• Administers the performance appraisal process for direct report managers.

• Interviews and hires managers and hourly team members with the appropriate skills and in a timely manner to meet their business needs of the operation.

• Celebrate successes and publicly recognises the contributions of team members.

• Responds to and handles guest problems and complaints.

• Observes service behaviours of team members and provides feedback to individuals and or managers.

• All hotel policies on cash, key and all controls are adhered to and followed consistently managers department controllable expenses to achieve or exceed budgeted goals.

• Ensures hotel policies are administered fairly and consistently disciplinary procedures and documentation are completed according to standard and local operating procedures and support in review process.

Proud member of the Disability Confident employer scheme

Job Summary

To ensure the smooth operation of the Leisure Club.

Candidate Profile

Experience:

• Pool responder (Essential to the role but will provide training for those who do not have it)

• First Aid (Desirable)

• Recognised qualification in Leisure Studies (Desirable)

• Pool Lifeguard (Desirable)

• Pool Plant Operators (Essential to the role but will provide training for those who do not have it)

• Gym Instructors Qualifications (Desirable, in order to give fitness instruction this qualification is essential)

• Previous experience within similar role would be preferred.

Skills and Knowledge:

• Strong Communication skills (verbal, listening, writing).

• Innovative.

• Pro-active and reliable.

• Flexible working schedule.

• Good administrative skills.

• Excellent time management skills.

• Ability to prioritise work load.

• Good personal presentation.

• Able to work alone and within a team.

Specific Duties

The following are specific responsibilities and contributions, critical to the successful performance of the position:

1. Maintain all Club standards, including but not limited to cleaning, reception duties, sales, membership show-arounds, report generation, data capture, ordering and delivery.
2. Use the Leisure Club IT systems effectively and ensure all data is entered correctly and updated accordingly.
3. To be involved in the achievement of Club and Hotel targets.
4. To regularly liaise with colleagues to ensure good working relationships.
5. Pool maintenance and monitoring including backwashing and carrying out Pool Tests.
6. Ensure the Club facilities are kept to the highest possible standard, through check list and cleaning.
7. Actively involved in calendar events/timetable for the gym and pool.
8. Attend and be actively involved in regular monthly Team meetings.
9. Regularly check Club maintenance and report any faults.
10. To ensure compliance with Health and Safety legislation and Company Leisure Club Guidelines including completion of Health and Safety Checks and Checklist.
11. To ensure the Club achieves and maintains a high standard of customer service with both members and hotel residence.
12. To work closely with Membership Advisors to ensure all potential leads are passed on.
13. To ensure the Club is open and closed according to the department checklists.
14. To take payment for retail stock as required, following Company cash handling policies.
15. Ensure floats are counted and balanced at start and end of shift and they are secure at all times. Blind Banking procedures are followed along with all Company policies and procedures.
16. Qualified Instructors are required to deliver workout programmes for members, oversee the fitness offering in the gym and studio. Complete fitness induction using the HFO process for all new members. Update member programme cards, optionally offer personal training.

Other

• Performs other related task as assigned by Management.

• Complies with The Forest of Arden Hotel policies and procedures.

Proud member of the Disability Confident employer scheme

Job Summary

Responsible for the daily operation of the Sales and Events Office and to support the Senior Event Manager in the management of the team.

Tasks include:-

• Monitoring the Events inbox, and fairly distributing the enquiries amongst the team.

• Checking data integrity, and ensuring accuracy of data entered by the team into Opera?.

• Organising the teams rotas, on a weekly / monthly basis.

• View the Duty Managers Log each morning, review and forward feedback to relevant event executive if required. Repeat each time the log is issued through the day.

• Each morning, review the daily activities of the team in Opera, check the previous days have been completed, bringing any that are not updated or completed to the attention of the relevant person for action.

• Offer support to other team members with proposals and site visits.

• Take the lead as appropriate on large / complex events.

• Supporting the Senior Events Manager with any task required.

Scope/Business Context

Analytical Skills

• Problem solving and encouraging new innovative solutions when appropriate.

• Strong decision-making.

• Applied Learning.

Interpersonal Skills

• Customer service.

• Strong customer development and relationship management skills.

• Teamwork.

• Diversity Relations.

• Interpersonal Skills.

Organisation

• Effective time management.

• Ability to Multitask.

• Strong planning and organisation.

• Detail orientated.

Communication Skills

• Communicates clearly and concisely.

• Strong English language proficiency (verbal, reading and writing)

• Applies active listening skills.

• Telephone etiquette skills.

Personal Attributes

• Stress tolerance.

• Dependability.

• Positive demeanour.

• Good presentation.

• Integrity.

• Adaptability and flexibility.

• Safety orientation.

• Strong initiative.

• Strong innovation.

Other Skill Specific to Role

• Knowledge of meetings and events management.

• Knowledge of contract management and legalities.

• Knowledge of menu planning, food presentation and banquets and events service operations.

• Knowledge of event technology products and services.

• Knowledge of current trends in event management and event technology.

• Knowledge of overall hotel operations as the effect department.

Candidate Profile

Experience:

• Previous experience within a similar style of operation.

• Previous experience within customer service role, sales, event management, ideally within a hotel environment.

Education or Certification:

• A Levels or equivalent.

• Bachelor's degree preferred.

Specific Duties

The following are specific responsibilities and contributions critical to the successful performance of the position:

• Ownership for the management and conversion of assigned enquiries.

• Coordination of all customer requirements, including communication and completing verbally and in writing with the customer, the details of an event up to handover, to operations on the day of event execution.

• Assist manager in menu planning, food presentation and meeting room setups, audiovisual and banquet service standards. Cooperate with banqueting operations and kitchen team to develop new F&B concepts according to the meetings purposes.

• Correct use of systems processes to ensure booking integrity, consistency and accuracy.

• Sells to a pre-determined event and group strategy.

• Works within brand standards and systems processes.

• Generate incremental revenue and deliver excellent guest service.

• Effectively manages bedroom blocks and meeting space inventory for assigned groups.

• Conducts compelling show rounds to win the business.

• Proactively resolicits previous customers and event bookers for future opportunities.

Guest Satisfaction

• Welcome and acknowledge each and every guest with a smile, eye contact and a friendly verbal greeting.

• Sets a positive example for guest relations. Address guests’ service needs in a professional, positive, and timely manner, responding promptly to requests.

• Anticipates guest service needs, including asking questions of guests to better understand their needs and watching, listening to guest preferences and acting on them whenever possible. Interacts with guests to obtain feedback on product quality and service levels.

• Effectively responds to and handles guest problems and complaints. Actively listens and responds positively to guest questions, concerns and requests using brand or property specific processes to resolve issues, delight and build trust. Follow up with guests following any concerns to ensure their problems or requests have been met to their satisfaction.

• Demonstrate knowledge of hotel services and facilities and any local attractions in nearby towns, cities to support guest queries.

• Observe service behaviours of Team Members and provides feedback to individuals. Continuously strives to improve service performance.

• Conducts pre imposed event meetings as required to review or communicate group needs and feedback.

• Actively solicits feedback from hotel departments to identify areas for improvement to enhance the event planners experience.

• Emphasises guest satisfaction during all departmental meetings and focuses on continuous improvement.

Sales and Revenue Management

• Delivers a compelling sales experience to drive conversion and repeat business.

• Provides appropriate feedback to overcome obstacles to selling, including pricing, inventory availability, and event execution.

• Effectively, up sells products and services throughout the event process.

• Participates in customer site inspections and assists with sales process where necessary.

• Effectively manages customer budgets, to maximise revenue and meet customer needs.

• Accurately forecast group sleeping rooms and group and event revenue, catering and audio visual for their group.

Working with Others and Communication

• Use communication methods including monthly one to one's and pre and post briefings to ensure a seamless transition of all information relevant to the department, company and the guests.

• Establish channels of inter-departmental communication to ensure clear and effective communication between departments within the hotel.

• Develop and maintain positive and productive working relationships with other employees and departments.

• Support all Coworkers and treat them with dignity and respect.

• Actively listen to and consider the concerns of team members and guests responding appropriately and effectively. Handling sensitive issues with tact, respect, diplomacy and confidentiality.

• Partner with and assist others to promote an environment of teamwork and achieve common goals.

• Speak to guests and coworkers using clear, appropriate and professional language.

• Prepare and review written document EG daily logs, business letters, memoranda, reports including proofreading and editing written information to ensure accuracy and completeness. Ensure all necessary paperwork is accurate and fully completed.

• To attend all training sessions and complete additional learning provided by the hotel.

Policies and Procedures

• Demonstrate a full and thorough knowledge of company and department policies and standard operating procedures, acting in accordance with these at all times.

• Protect the privacy and security of guests and coworkers.

• Maintain confidentiality of proprietary materials and information.

• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

• Perform other reasonable job duties as requested by supervisors/hotel management.

• Ensure all company cash and key procedures are followed.

• Comply with all company, property and hotel quality assurance expectations and standards.

Safety and Security

• Be familiar with and follow all hotel safety and accident prevention procedures. Reporting work related accidents or other injuries, immediately upon occurrence to manager or supervisor.

• Report any defects or health and safety matters brought to your attention. Following the hotel health and safety procedures.

• Ensure that all work is carried out in compliance with health and safety law specifications as stated by both legislative requirement and the hotel’s policy and procedures.

• Follow company and department safety and security policies and procedures to ensure a clean, safe and secure environment.

• Identifying correct and safe work procedures or conditions and or report them to management and security safety personnel.

• Complete appropriate safety training and certifications to perform work tasks.

• Follow property specific procedures for handling emergency situations, EG evacuations, medical emergencies and natural disasters.

• Maintain awareness of undesirable persons on property or premises.

• To support other functions during busy periods and during times of sickness, holidays and absences.

• Works to achieve department, hotel and company targets and goals.

• Performs other duties as assigned to meet business needs.

Proud member of the Disability Confident employer scheme

Job Summary

To main designated areas of the golf course and guide other greenkeepers in order to maintain course quality and standards.

Candidate Profile

Experience:

• Previous experience working with a similar Greenkeeping level.
• Knowledge of methods, materials and tools used in grounds and landscape construction work.
• Knowledge in greenkeeping practices/NVQ level 2 qualified.
• Drivers’ license.

Skills and Knowledge:

• Strong communication skills (verbal, listening, writing)
• Proactive and reliable
• Able to work alone and within a team
• Background in Greenkeeping/NVQ level 2 qualified
• Ability to promote hotel course internally and externally.

Specific Duties

The following are specific responsibilities and contributions critical to the successful performance of the position:

• To maintain tees, greens, fairways, and rough to ensure course meets required standard.
• To perform general maintenance to all course areas, to an adequate standard, to maintain course condition.
• To undertake project work on designated area, for the improvement of the golf course.
• Day-to-day task looking after the golf courses.
• Mowing fairways, mowing Tees, mowing rough and semi rough, hand mowing, raking bunkers, renovation work, irrigation work.
• Carry out spraying and chainsaw tasks. (Not essential.)

Other

• Perform other related tasks as assigned by management
• compliance with Forest of Arden Hotel Limited policies and procedures.
• Working hours as required to do your job, not less than your contracted hours.
• Able to carry out NVQ level 2 after 3 months employment.
• Strong sense of urgency
• All uniforms and meal provided
• Off peak golf and gym usage provided.

Proud member of the Disability Confident employer scheme