Summer Operations Supervisor

3 weeks ago

Stirling, United Kingdom Stirling Hotel Services Ltd Full time

We are currently recruiting a Summer Operations Supervisor to assist the University of Stirling in its vision to deliver an inspired customer service to students and guests staying in University accommodation over the summer months.

As part of the Accommodation Services team, the Summer Operations Supervisor will be based throughout the University's accommodation buildings.

Reporting to the Duty Accommodation Operations Manager, the role holder will be required to train, support and lead a small team of Summer Hosts and Team Leaders in delivering excellent customer service during the University’s important summer business period.

**Key Duties and Responsibilities**
- Lead and oversee the activities of the Summer Host team to ensure an optimal level of service and hospitality is provided to guests including training, supervising and managing performance of staff within the team to ensure the highest level of service is delivered.
- To manage staff rotas for summer host team, to ensure appropriate and effective deployment of staff throughout properties to ensure adequate cover is maintained at all times throughout the commercial business period. At times this may involve liaising with the Operations Management team to ensure appropriate cover is in place.
- To ensure efficient administrative systems are in place and consistent throughout all properties, making use of appropriate IT where possible. This will include developing and maintaining records/systems for managing recruitment, recording training, absence/timekeeping, occupational health referrals, payroll requirements and leave authorisation.
- To administer bookings and allocate rooms accurately and efficiently in line with yield management guidelines through the use of our KX Software.
- To take responsibility for any complaints, incidents or accidents ensuring that any issues are followed through to completion, delivering the highest level of customer satisfaction and using initiative and sound decision making in accordance with University procedures.
- To be the first point of contact for the Commercial Services team and liaise closely with them on queries, incident reports and complaints.
- To meet regularly with the operations team and other colleagues within Accommodation Services to discuss and address operational issues.
- To be responsible for all summer business related financial activities, ensuring they are carried out in accordance with University policies.
- To provide a comprehensive administration support service to the Accommodation Services management team and accommodation clusters.
- To work with the Cleaning Services Team as required to ensure accommodation is prepared in advance of student and customer arrivals, with room set ups and other relevant activities. This includes cleaning of bedrooms, bathrooms, common areas and circulation spaces, the distribution, collection and changing of linen and distributing and replenishing consumables and equipment into rooms and kitchens.
- Carry out the duties and responsibilities of the Summer Hosts and Host Team Leaders to cover breaks and absences as required.
- Ensure outstanding customer care at all times by supporting, and setting a positive example for, the Summer Host team.
- Any other duties as defined by Accommodation Services Management.

**Person Specification**

**Qualifications**
- Educated to Standard Grade Level or higher, to include maths or to able to demonstrate a comparable level of ability, e.g. through relevant experience.

**Knowledge & Experience**

**Essential**
- In depth understanding of summer business operations
- Experience using a computerised accommodation booking system
- At least 1 years’ experience of working as part of a team providing excellence in customer care within a front facing, operational role.
- Experience of making decisions and using judgement and initiative to solve problems.
- Evidence of strong interpersonal skills
- Evidence of being self-motivated with a “can do” style and approach.
- Evidence of excellent written and verbal communication skills
- Evidence of a high level of accuracy

**Desirable**
- Knowledge of the University
- 1st line supervisory experience within a customer service role
- Experience in using the Kinetics booking system

**Skills & Attributes**
- Ability to work independently, as well as part of a team.
- Ability to prioritise multiple tasks and meet deadlines_._
- Flexibility, reliability and punctuality.
- Willingness to attend and participate in relevant training to ensure that high standards are maintained at all times.
- Responsiveness to satisfying the proper demands of customers and colleagues; to exercise good inter-personal skills; and to use good judgement

**Behaviours / Competencies**

We place great importance on behaviours and attitudes during the selection process to ensure that we bring people into the University who support the way we do business. In addition to the duties and responsibilitie

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