Assistant General Manager, The Wild Rabbit

1 month ago

Chipping Norton, United Kingdom The Bamford Collection Full time
Assistant General Manager, The Wild Rabbit & The Cottages - Chipping Norton

THE BAMFORD COLLECTION IS A GROUP OF CONSCIOUSLY MINDED LIFESTYLE BRANDS COMMITTED TO NOURISHING AND NURTURING PEOPLE AND PLANET.

ABOUT THE ROLE
This role encompasses overseeing the running of The Wild Rabbit & The Cottages for Daylesford Stays. This is an opportunity to embrace yourself in a fast-paced operation where each day offers something different. You will be involved in the daily running of each of our departments, from our award-winning fine dining restaurant to our extensive accommodation offering of rooms & luxury self-catering cottages, supporting our department managers & striving for exceptional standards at every opportunity.

You will be an ambassador for The Bamford Collection, which is a group of consciously minded brands that are committed to nourishing people and the planet. The collection is made up of three brands; Daylesford Organic, Daylesford Stays and Bamford.

SALARY: 45,000 + tronc
HOURS: Full time, 48 hours per week | Maternity cover

RESPONSIBILITIES

LEADERSHIP

  • Be an ambassador for The Wild Rabbit, setting the tone for expectation in all daily actions and interactions with colleagues & guests
  • Provide senior management support and guidance to the team in all areas of the business
  • To accept the responsibility and take ownership of The Wild Rabbit experience by always leading by example and never compromising on service or quality
  • Set the tone for excellent communication throughout the business
  • Work to create a happy, motivated & focused team
  • Inspire direct reports to take ownership of their areas & act as an ambassador for people development

SERVICE

  • Create a positive guest experience by delivering a high level of service and ensuring all team members engage guests to understand their needs and exceed expectations
  • Take a hands-on approach to all areas of the business with a willingness to be on the "shop floor"
  • Set the example for excellent communication before, during and after the guest stay across all internal and external departments
  • To anticipate all possible complaints and attempt to resolve them in the first instance
  • Liaise with all other Department Heads and General Manager to ensure cleanliness is to the highest standard in all rooms, cottages and public areas, and to look to improve the guest in-room experience
  • To provide a presence throughout the day, with specific management support during service and busy times in housekeeping and the front office. Act as a point of contact to regulars, VIPs and Entertained guests

OPERATIONS

  • Ensure the business is set for the day, checking in with all departments and helping department heads to own their areas
  • Ensure Morning meetings (daily) and Operations meetings (monthly), are a positive opportunity to communicate, feedback and motivate the team
  • Maintain excellent H & S and maintenance standards throughout the properties through active review and spot-checking with appropriate Managers
  • To work with HODs to ensure all departments are adequately stocked and equipped to provide exceptional quality products and services

NUMBERS

  • To create a team driven to deliver, ensuring HODs know their department and collective targets for revenues, costs and EBITDA. Provide weekly updates of Actual versus Budget
  • To take a leading role in revenue generation and cost reduction initiatives across the site as a whole
  • To work with external departments (Events, Guest Services) to seek opportunities for TREVPAR growth

Work proactively to grow rate, spend per head and occupancy through forward planning and team communication

PEOPLE

  • To act as a role model for your team
  • Bring fun into the workplace to ensure a happy, motivated and focused team
  • To complete all People admin and processes for the team in a timely manner
  • Recruit the best people for the right role
  • Ensure a smooth and structured onboarding for your new hires, supporting your management team
  • to deliver a consistent induction
  • Train and coach staff on guest service principles and practices
  • Assist HODs in ensuring all team members are H & S compliant at all times
  • Develop employees by providing ongoing feedback, establishing performance expectations and by conducting performance reviews
  • To instil this discipline in other HODs, and act as a mentor for People Development, promoting the use of Personal Development Plans to map future progression
  • To actively share knowledge of your subject

PERSONAL

  • To be reliable and punctual on shift, clearly communicate your daily movements
  • To take responsibility for managing your schedule to ensure all deadlines are met; communicating where assistance is required
  • Ensure all mandatory and legal training is complete and up to date; and refreshers are completed prior to the expiry date
  • To attend training courses when requested


SKILLS YOU WILL BRING

  • To deliver excellent service at all times, to all external & internal guests. This begins with providing Instant Service with a Smile
  • Take responsibility for making the guest experience seamless and be accountable for your mistakes
  • To consistently lead by example by looking immaculate and demanding the same amongst your colleagues
  • To be positive & genuine in dealing with any guest requests; Never Say No
  • Always aim to exceed the expectations of our guests by anticipating their needs to provide a pro-active service
  • Always be enthusiastic in all interactions with guests or colleagues. You are our ambassadors
  • To know your subject in order to make recommendations, and promote The Wild Rabbit, Daylesford & Bamford, and to help educate your colleagues on our offering and history
  • To be prepared and anticipate the business. Our service revolves around attention to detail and a great deal of preparation must be done behind the scenes to give a smooth service to our guests
  • To communicate with all guests, departments and colleagues in a positive & respectful manner. Ensure the handover of detailed & accurate information to avoid mistakes and guest dissatisfaction
  • To enjoy yourself at work in order to create a special work environment.
  • Display the attention to detail that we are renowned for and take pride in our surroundings
  • Thorough knowledge of operating PMS systems - preferably for however training would be given
  • To have a proactive approach to revenue management; the ability to forecast business on books & plan accordingly in line with the business budget
  • Hold a full UK driving licence


PERKS & BENEFITS

  • Discounts: We offer a range of discounts on our products, treatments, and dining
    experiences from day 1
    Volunteering Days: Employees are offered one paid day per year to volunteer with a
    charity of their choice
    Private Medical: We offer subsidised private medical insurance through Bupa.
    Pension Scheme: Pay up to 9% of your salary into your pension each month; we
    contribute up to 4.5%
    Life Assurance: We offer life assurance cover, the equivalent of up to a year of your annual salary
    Mental Health Support: Our Employee Assistance Programme provides 24-hour support, seven days a week

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