Accommodation & Cleaning Head of Department

3 days ago

Bognor Regis, United Kingdom Butlins Full time

**ROLE PURPOSE**
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.
- 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

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