Accommodation Manager

3 days ago

Hermitage, United Kingdom CIH International Housing Group Full time

Accommodation Manager

Department: Accommodation & Cleaning

Employment Type: Permanent - Full Time

Location: Skegness

Description

Summary of Role Purpose
The Accommodation Manager will ensure the smooth delivery of their area of responsibility which will be multiple areas including guest accommodation, public areas and venues within their designated area. They will lead their team in promoting the highest operational standards in resort cleanliness and accommodation cleanliness.

This role will ensure we are driving our Clean and Fault Free (CAFF) approach to our accommodation and holding team to account to ensure standards are met, working closely with the wider Guest Services & Accommodation Team to manage issues proactively that arise to ensure we can try and improve the experience for the guest.

The role will support in setting clear goals and expectations whilst nurturing an environment that the team can perform at their best.

KPIs

  • Delivery of CAFF
  • Management of payroll requirement.
  • Guest NPS
  • Improving ENPS
  • Responsibility of impact on P&L
  • Responsibility for delivery of RPRPRT
General Duties & Key Accountabilities
  • Accountable for the delivery of all accommodation, venue and public area cleaning.
  • Accountable for delivery of CAFF across accommodation area of responsibility.
  • Manage the effective and efficient training of all accommodation and support team (accommodation, TM+ and resort support) to ensure they are fully trained in CAFF, following the buddy process, impacting operational intake days as minimally as possible.
  • To highlight where we have opportunities to improve guest experience, operate more efficiently, improve adherence to CAFF, maximise ratios and efficiencies.
  • Look for ways that we can operate as efficiently as possible whilst delivering the CAFF model.
  • Adhere to the CAFF model ratios by ensuring we have the correct levels of trained team rostered in each area.
  • Accountable for the day-to-day operation of the accommodation department.
  • Promotes a problem-solving attitude to deal with Team and guest comments in a positive manner and take appropriate action.
  • Work collaboratively alongside Guest Services Manager and Team, to understand guest issues and to drive and support problem resolution.
  • Reviews TI/NPS for Accommodation and Cleaning to understand issues and challenges, and promotes ways to reduce problems.
  • Chair weekly accommodation figures meetings alongside the Accommodation Productivity Manager to best plan and allocate team resource for intake days.
  • Work closely with the recruitment and People teams to ensure that we have a healthy pipeline of recruitment intakes.
  • Work collaboratively with Facilities team, and Accommodation Productivity Manager to plan and complete room maintenance.
  • Support the C&E teams with the allocation of large-scale events. Attending meetings with external partners & C&E Team, to understand requirements.
  • H&S Compliance for your team and areas.
  • Sets clear goals and PDPs for direct team, providing feedback and clear succession plan.
  • Supporting team survey commitment plans.
  • Monitors engagement levels and works with the people team to identify opportunities to drive engagement and retention.
  • Oversees compliance to Mobaro checklists and manages team performance with Cleaning Managers and Shift Leaders.
  • Drives compliance to brand standards.
  • Accountable for people management of the department, including all people tasks from onboarding through the employee life cycle. Employee life cycle refers to PDP's, performance management, required training, and any formal HR process.
Key Knowledge, Experience & Qualifications
  • An excellent level of operational knowledge in cleaning and leading cleaning teams.
  • Experience in leading large teams in fast-paced environments.
  • Able to manage multiple priorities and adapt quickly to changing requirements.
  • Experience in leading a mixture of permanent and temporary teams to deliver excellent standards.
  • Ability to effectively lead, coach and motivate team, even in times of high demand.
  • Understanding different communication styles and have the ability to communicate well at all levels.
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