Job Description Hospitality Manager by HC12092903849


									                                      JOB DESCRIPTION -

                                SECTION 1:      JOB SPECIFIC

Job Title:      Hospitality Manager                Location:     Leodis – 1 North West
                                                   Road, Leeds LS6 2QF

Department:     Operations                         Salary & Benefits: As per contract

Reporting to:   Regional Hospitality Manager       Direct Reports:
                                                   Hospitality Assistant and/or Hospitality
Working hours – 9-5:30pm Full time 37.5 hours      Services Assistant
starting September 2012.                           Facilities Assistant
                                                   Housekeeper and/or Groundsperson
                                                   Resident Student Warden

Key Purpose of the role

To deliver & manage class leading Hospitality & Customer Services ensuring that all performance
targets and improvement plans for the Site are achieved with a focus on continuous improvement &
value for money.

Key Tasks

    1. To effectively lead delivery of all hospitality & customer service functions

       Manage the Facilities Assistant to ensure there are no reported maintenance issues that
        have not been addressed
       Ensure communal areas are presented and maintained to a high standard throughout the
       Ensure an efficient and organised record system is in place regarding site specifics and
        student details
       Attend the monthly Managers meeting and provide an update on all lettings, rent arrears
        and site issues
       Supervision of the site team ensuring that all are fully conversant with policies and
       Manage the site service charge budget within agreed constraints with a focus on achieving
        value for money
       Produce all reports relevant for the management of the site to include lettings , rent
        collection, maintenance and incident reporting
       Maintenance of security & safety of the building at all times

    2. To manage the student letting cycle

       Plan the availability and viewing of all rooms to let
       Achieve all monthly lettings targets to ensure the site is 100% let year on year
       Ensure all check in inspections are carried out post summer works programme delivery and
        pre check in
       Ensure all rooms are thoroughly checked after check out and any relevant recharges to
         students are documented and details passed to Head Office
        Liaise with Head Office with regard to the issue and return of tenancy agreements
        Be responsible for the safe keeping of monies/float and banking receipts in accordance
         with The Mansion Group cash handling procedures
        Collect rents and chase arrears in accordance with company policy & procedures
        Carry out daily building inspections of common areas and other inspections as required
        Build relationships with the local Police, Fire Service and Colleges and Universities

    3. To ensure we provide the best possible service to all customers including students,
       staff, Resident Student Wardens and visitors

        Manage all student complaints in a professional and confidential manner
        Ensure all student annual feedback questionnaires are summarised and report outcome to
         head office
        Carry out staff appraisals
        Co ordinate and manage the Resident Student Wardens to provide an out of hours service

    4. To ensure all company policies are adhered to.

        Behave in accordance with the requirement of the company’s Health and Safety Policy
        Behave in accordance with the requirements of the Data Protection Act and current Data
         Protection Policy
        Be familiar with ANUK and ensure the site complies with the code of standards at all times

                          SECTION 2:       KNOWLEDGE AND SKILLS

Academic Qualifications                      Educated to GCSE level

Job-specific Qualifications                  Ideally First Aid Qualification

Experience (in years)                        Minimum of 2 years in a site management
                                              role or relevant post of similar
                                             Budget management experience

Skills                                       IT literate
                                             Excellent verbal and written
                                              Communication Skills
                                             Excellent organisational skills
                                             Focus on & commitment to excellence in
                                              customer service
                                             Ability to analyse & interpret data

Attributes/ Personal                         Desire to deliver and achieve excellent
Characteristics                               standards of service
                                             The ability to lead & work within a team
                                             Positive and Enthusiastic
                                             The ability to stay calm under pressure

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