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Operations Supervisor

2 months ago


North West England, United Kingdom Langdale Hotel Full time

Company Overview:

Located in the picturesque English Lake District, the Langdale Estate provides a selection of upscale accommodations, including luxury hotels, self-catering options, and timeshare facilities, alongside spa services and dining experiences.

At Langdale, we are dedicated to delivering outstanding service to our guests, and we seek individuals who are passionate about enhancing the guest experience in a distinctive and unforgettable manner.

Employee Benefits:

  • Complimentary Stay: Enjoy a yearly complimentary overnight stay at our Langdale hotel, including breakfast.
  • Fitness Access: Benefit from free access to our Fitness and Leisure Facilities.
  • Meal Provision: Enjoy complimentary meals in our staff canteen.
  • Recognition Programs: Participate in cash prize opportunities through Guest Nominations and peer recognition as a Langdale Superstar.
  • Referral Bonus: Earn up to £300.00 through our Refer a Friend initiative.
  • Support Services: Access our confidential Employee Assistance Program (EAP), supported by trained Mental Health First Aiders.
  • Discounts: Receive staff discounts at Wainwrights Inn, Brimstone Spa, Brimstone Hotel, and Stove Restaurant, as well as external discounts.
  • Enhanced Security: After six months of service, enjoy improved Sick Pay and Life Cover benefits.

Core Values:

  • Prioritize the needs of timeshare owners in all our operations.
  • Value our employees and strive to support them consistently.
  • Commit to sustainable practices that meet business and employee needs.
  • Consider the natural environment and community impact in our decision-making.

Role Overview:

The Operations Supervisor serves as a key representative for exceptional guest service, overseeing daily operations and addressing any issues that may arise. This role involves assisting guests in maximizing their enjoyment during their stay, often by facilitating cooperation among team members across the estate. The Operations Supervisor responds to guest feedback and collaborates with department heads to ensure preferences are met and issues are resolved. Additionally, this position works closely with the Events Team to manage the logistics of conferences and events, serving as the primary contact for event organizers and ensuring a memorable experience for all attendees.

Key Responsibilities:

  • Welcome guests by reviewing arrival lists.
  • Assist various departments in resolving operational challenges.
  • Respond to First Aid and Fire emergencies.
  • Attend to special guests, including VIPs, and address their inquiries.
  • Provide information on amenities, local attractions, and services.
  • Anticipate guest needs and foster positive relationships.
  • Offer assistance with travel arrangements and other requests.
  • Oversee daily operations, ensuring employee productivity and a positive work environment.
  • Ensure compliance with hotel standards and operational efficiency.
  • Handle guest inquiries, requests, and complaints with professionalism.
  • Facilitate collaboration among departments to enhance the guest experience.
  • Manage the organization and execution of meetings, conferences, and events.
  • Identify and maximize sales opportunities during event planning and execution.
  • Continuously improve event delivery and guest satisfaction.

Essential Skills and Attributes:

  • Demonstrated experience in Food and Beverage Management.
  • Strong financial acumen, including budgeting and KPI management.
  • Effective problem-solving skills and adaptability to changing circumstances.
  • Proven leadership abilities with a hands-on approach.
  • Commitment to exceptional guest service and a passion for hospitality.
  • Creative thinking and the ability to provide insightful recommendations.
  • Integrity and a strong work ethic in a demanding environment.
  • Excellent communication skills, both verbal and written.
  • Proficiency in IT systems.
  • A positive and approachable demeanor.

Health & Safety Commitment:

We adhere to the Health & Safety at Work Act 1974 and strive to maintain safe working conditions. All staff members are expected to:

  • Take reasonable care for their own health and safety, as well as that of colleagues and guests.
  • Cooperate with management to uphold high safety standards.
  • Report any hazards, accidents, or near misses.
  • Follow all safety regulations and use provided safety equipment responsibly.

The company will provide necessary training and written instructions for the safe use of equipment and ensure proper maintenance of facilities.