Deputy Operations Manager

4 days ago

Edinburgh, Edinburgh, United Kingdom ABM UK Full time £37,000
Job Title: Deputy Presentation Operations Manager

Location: St James Quarter, Edinburgh

Reporting to: Presentation Operations Manager (Cleaning)

Shift Pattern: 5 days over 7, 40 hours per week

Salary: £37,000.00 per annum depending on experience

Role Overview and Purpose

St James Quarter (SJQ) is a world-renowned retail-led mixed-use destination comprising 850,000sf of prime retail, food and leisure space, a multi-screen cinema, a world-class W hotel, 152 private apartments, and a 4-star aparthotel.

Purpose of the Role

The Deputy Cleaning Operations Manager is a key management role to assist with managing the world-class cleaning operation of St James Quarter (SJQ). Overseeing the daily running of SJQ from a cleaning perspective to ensure a welcoming, clean, and safe environment while working closely with all teams.

Main Duties

  1. Lead the Cleaning/Presentation team to ensure a positive, motivational, supportive working environment.
  2. Ensure advanced planning of all cleaning operations, including periodic tasks with clear schedules and sign-off of all duties and tasks complete.
  3. Manage the day-to-day cleaning schedules, supporting the operational team to ensure delivery.
  4. A focus on training and development of the team to establish good working practices with a vision and focus on both cleaning operation and creating meaningful positive customer experience interactions, ensuring weekly training topics are delivered to all teams.
  5. Hold regular team meetings with the Supervision Team on site, ensuring a one-team approach.
  6. Manage the recruitment process.
  7. Ensure excellence for Cleaning operations throughout SJQ, including, but not limited to:
  • Security
  • Health and Safety and compliance
  • Cleaning standards
  • Colleague Grooming and presentation
  • Guest and Staff Interaction & Staff courtesy
  • Ambience of St James Quarter
  • Best Practice and Innovation
Ensure high standards are always achieved, being flexible to meet the changing operational needs on a continual basis and to suggest new initiatives to ensure continuous improvement and best practice are continually delivered.Conduct daily audits of standards and provide feedback to the teams on a daily basis.Ensure the cleaning and presentation team are equipped and have the knowledge to positively impact the guest experience for all estate users daily.Work closely with all stakeholders and departments at SJQ, adding value and promoting teamwork throughout.Manage and supervise the delivery of colleagues' rosters, ensuring operational demands are met and advance planning.Lead and advise the team in managing absence and holiday records, including sickness and annual leave for all colleagues.Carry out and manage daily centre audits to ensure high standards of cleanliness and a safe environment are always evident throughout the centre.Manage recruitment, induction training, developing, and retaining of colleagues and ensure continued ongoing focus and report on monthly.Support in the delivery and meeting of all site (KPIs/SLAs), ensuring the team are aware of performance and action plans implemented and managed.Deliver excellent leadership, communication, and motivation to the site-based team, including communicating daily, so that a sound communication channel exists in order that team goals can be achieved.Ensure on-site Supervision Team manage their teams, ensuring they are fully conversant with their individual tasks and responsibilities.Team Management

Lead and support supervision team, including holding regular one-to-ones, and creating development plans for the team.

Ensure the team deliver exceptional operational standards along with excellent and meaningful guest interaction.

Always ensure effective and consistent communication throughout the team with the assistance of the Operational Supervision Team.

Work with the Cleaning Operations management team to forward plan staffing, ensuring capacity is met, with particular attention paid to how the service is scaled during peak without sacrificing on SLAs.

Ensure all team members are valued employees and have clear development plans.

Work alongside HR and Learning and Development teams to deliver Guest Experience training for all colleagues and participate, where necessary.

Communication

Ensure effective operational communication, including meetings, handovers, and reporting.

Attend daily/weekly/monthly business progress meetings and team meetings as required.

Written reports to aid in company communication, both internally and externally, should prove concise and sound.

General Responsibilities

Be continuously on the lookout for new world-class services and systems that would enhance our cleaning operation and guest experience offering.

Lead the cleaning and presentation standards throughout the estate, ensuring daily delivery and forward planning.

Ensure that Standards of Excellence are consistent in all our cleaning and presentation standards.

Set the example of being a Luxury Hospitality/Retail Services representative within SJQ in behaviour, presentation, and in all means of communications.

Background & Skills

Preferred experience in similar roles, ideally within either the Retail, Hotel, or Tourism and Travel industries.

Able to manage cleaning operations and experience in similar operations.

Ability to work in a team environment and autonomously. High energy, calm under pressure, real team player.

Experience in managing and leading a large cleaning team with a focus on ensuring high morale at all times.

Good attention to detail within the cleaning industry.

Health and Safety IOSH Managing Safely.

Requirements Personal Characteristics

Able to work weekends/late nights, shift cover to ensure full management of our operation.

Able to have difficult conversations, clearly explain initiatives in sufficient detail to gain understanding, and the support of internal and external customers and partners.

Considered a go-to person for the internal cleaning team on site, providing daily direction and support.

Credible across service areas, creates positive working environments, manages conflict.

Demonstrates high personal standards, able to identify positive behaviours in others.

Demonstrates consistent excellence in standards, behaviours, knowledge, and skills.

Develops knowledge and skills of others to deliver objectives.

Experienced in training, coaching, and developing others.

Motivated to participate in development opportunities that increase capability and performance.

Self-aware, positive interpersonal skills yet determined. Bounces back after setbacks.

Willing to integrate across service areas, cross-functional customer experience improvements are developed and implemented to the benefit of the organisation.

Requirements Qualifications

Microsoft Outlook, Word, Excel, PowerPoint.

Proven experience in cleaning operational management.

Proven experience in developing others.

Benefits

We are proud to offer a great range of benefits, including:

  • 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home.
  • Mental Health support and Life Event Counseling.
  • Get Fit Programme.
  • Financial and legal support.
  • Cycle to work scheme.
  • Access to Perks at Work, our innovative employee app, where you can find:
    • Perks: discounts, gift cards, cashback, and exclusive offers.
    • Life: Search for resources and tools on topics ranging from family and life to health, money, and work.
    • Support: Online chat or telephone service for urgent support in a crisis.

For more information about ABM's benefits, visit our careers page.

ABOUT US

ABM is one of the world's largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission-critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants, and distribution centres, entertainment venues, and more. In the UK, we are proud to service iconic sites across the country with more than 10,000 team members. For more information, visit

ABM are committed to employment practices that promote diversity and inclusion in employment, regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.

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