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Senior Team Leader

3 months ago

Cambridge, Cambridgeshire, United Kingdom Atlas Hotels Full time
Hours: 40 hours across 5 days per week, including weekends on rotation

Salary:
£29,308.80 per annum


Have you got previous experience of leading a team in a customer service environment? Great It doesn't need to be in hotels - if you join our friendly, enthusiastic and guest focused teams we can teach you all you need to know Our hotels offer enjoyable job roles with a huge amount of variety day to day.


The Senior Team Leader is the Hotel Operations' Manager 'go to' person, contributing to the success of the site both in the absence of, and alongside, the HOM.

The STL works closely with the HOM as part of the hotel management team, supporting the HOM by undertaking delegated tasks that focus on employee engagement and delighting guests, all whilst being responsible for running a profitable, safe and well-maintained hotel.

Your Team

  • The STL is responsible for contributing to the performance, development and retention of the hotel team. You'll need to work closely with the HOM to make sure that between you, you know what makes your team tick and how to best to lead, motivate, recognise and engage them, utilising all the Atlas tools available to you.
  • You'll ensure the smooth running of the day to day operation, making sure the team are in the right place at the right time to provide great service.
  • You'll understand and role model the Atlas values, as well as challenge those that aren't meeting behavioural standards or need coaching to improve.
  • You'll need to spend time with the team to communicate key focus areas and priorities.
  • You'll be passionate about development and will nurture a learning culture in the hotel, supervising, coaching and guiding the hotel team on a daily basis.
  • You'll support the HOM with recruitment when needed, and take the lead to ensure that new members of the team receive a thorough 'Atlas Hero' Induction and a positive probation experience.
  • You'll ensure that the HOM is up to speed with all hotel matters when they return from days off, prioritising effective handovers and thorough communication.
  • You'll respect employee's home lives and cultivate a work life balance, supporting the HOM to provide 4 weeks' worth of rotas and take a fair approach to rostering, ensuring the right people are in the right place at the right time.
Your Guests and Your Hotel

  • In the absence of the HOM, the SLT is the primary contact for the hotel and therefore responsible for ensuring that every guest they welcome to their hotel has a great experience, would stay again and would recommend the hotel to others.
  • You'll need to be out front with your team, role modelling excellent guest interactions on a daily basis, supporting with service recovery where needed and making sure every guest leaves happy.
  • You'll be up to date with guest feedback and understand trends, working with the HOM to create/execute action plans to increase areas of dissatisfaction/low score drivers.
  • You'll support the HOM to ensure the hotel passes all evaluations and audits with flying colours.
  • You will ensure you and the team follow Atlas Standard Operating Procedures at all times.
  • You'll take pride in your hotel and see it through the eyes of the guest. Alongside your HOM, you'll need to manage your Maintenance Technician(s) effectively, ensuring preventative maintenance and defective property issues are resolved as quickly as possible and your hotel is always looking its best.
  • You'll work with the HOM to take responsibility for the cleanliness of your hotel, either by effectively managing the external Housekeeping provider or by working closely with your Head Housekeeper and wider housekeeping team.
Driving Growth

  • You'll need to understand the key cost lines/targets for the hotel and work with the HOM to effectively drive towards achievement of these.
  • You'll look to maximise Food and Beverage opportunities and take the lead on this in your hotel.
  • You will need to ensure you reduce wastage as much as possible and effectively manage ordering/stock holding.
  • Compliance

You will work with the HOM to take a zero tolerance approach to non-compliance, ensuring all compliance standards are adhered to, including health and safety, employee mandatory training, GDPR and PCI, financial controls and audit procedures and Atlas Hotels' policies.

What you'll need

  • You'll need to have proven experience of supervising a successful team in a customer facing environment.
  • You'll be enthusiastic and positive, helping to engage the team behind the goals of the hotel.
  • Ideally you will have worked in an environment that operated within clear frameworks/ Standard Operating Procedures, and/or a set of brand standards.
  • You will need to be organised and systematic, effective at prioritising and multitasking to ensure the most important things always get done.
  • You'll need to be confident taking an autonomous approach when required and make decisions