Job Title: / Guest CareManager
Job Family & Job Level / Operational Services / Level 3
Responsible to: / Client Guest Services Manager
Responsible for: / Front of House Advisors
Job Purpose
The Client and Guest Services Team manages all activity, events and facility bookings within Surrey Sports Park from a variety of clientele and guests including internal staff. Our strategy focuses on student and community sport activity, member programmes, elite teams and major events. Dealing with guest care and at the forefront of the business, the post holder will be responsible for a large team who books, advises and provides information to guests on a broad range of activities run within or by Surrey Sports Park. The post holder is responsible for ensuring day to day operations of the front of house area and reports to the Client and Guest Services Manager. The post holder will have a key focus on ensuring a high customer service is delivered and manages the achievement of a set budget for staff. Working closely with the Client and Guest Services Manager, the post holder will record, and respond to guest feedback as well as suggest actions to improve the experience of guests to the facility. Member engagement is essential to the success of the role, with frequent opportunities to directly converse with a wide variety of SSP users in person, telephone and email.
Problem Solving, Accountability and Dimensions of the role
The post holder is responsible for the day to day management of the Front of House team which includes the recruitment, performance management and ongoing development of the staff. Depending on the needs of the business, the post holder may be required to assist the Front of House Advisors in delivering guest care and meeting the operational demands of the department.
The post holder is not closely supervised however, they are expected to report to the Guest & Client Care Manager at regular intervals to provide feedback on their progress against clearly defined objectives and KPIs. The post holder has the latitude within their daily work routine to organise and prioritise their own work and those of their team, to ensure that key deadlines and objectives are met. It is also vital that the post holder ensures their knowledge and their team’s knowledge is up-to-date with internal changes and activities so they can ensure guests to Surrey Sports Park are given the correct information or are booked onto the correct activity.
Responsible for recording and responding to all guest feedback, the post holder must be confident in handling difficult conversations. They are expected to use initiative and judgement to address and resolve more complicated problems and issues, referring more complex, or those outside of the remit of their role to the Guest & Client Care Manager for guidance and resolution. Given the nature of this work the postholder will need to demonstrate confidence when dealing with potentially difficult guest or partner situations. The post holder is responsible for motivating their team and providing feedback to ensure that a high level guest experience is given at all times. Data analysis will be required to provide information on guest activity as well as analysing the information provided from the mystery visit. The post holder is expected to apply their technical and working knowledge in order to develop the facility and the information will be used to influence departmental and business strategy.
The post holder will assist the Guest & Client Care Manager in any monitoring the budget for the department throughout the financial year to ensure income is achieved and expenditure is controlled.
Background Information/Relationships
Surrey Sport Park is one of Europe’s premiere sites for elite sport, physical activity, well-being and leisure. The values of performance, participation and personal development underpin the very heart of the complex. The park brings together high quality facilities and passionate people with a desire to achieve and provides a venue that supports the ambitions of all users, regardless of ability, from world class athletes to grassroots beginners.
The post holder will work closely with all Sports Park staff, both internal and external guests and external bodies such as local schools and community groups. The post holder will have contact with students and members of the local community.
Should significant changes to the job purpose become necessary, the post-holder will be consulted and the changes reflected in a revised job purpose.
Person Specification This section describes the sum total of knowledge, experience & competence required by the post holder that is necessary for standard acceptable performance in carrying out this role.
Qualifications and Professional Memberships / Essential/
Desirable
HNC, A Level, NVQ 3, HND level or equivalent, plus a number of years’ experience
Or:
Learning gained through work experience of a number of years. Will include short courses and other formal training. / E
First Aid Certificate, or willingness to complete the training / D
Technical Competencies (Experience and Knowledge) This section contains the level of competency required to carry out the role (please refer to the competency framework for clarification where needed). / Essential/
Desirable / Level
1-3
Proven customer service and people management skills / E / 2
Experience of implementing staff training programmes / E / 2
IT literate with an understanding of leisure services software / E / 2
Experience of cash handling and financial procedures and the ability to input into processes / E / 2
Previous supervisory experience / D / n/a
Special Requirements: / Essential/
Desirable / Level
1-3
To work during unsocial hours, including early mornings, late evenings and at weekends. / E / 2
Disclosure and Barring Service Clearance / E / n/a
Core Competencies This section contains the level of competency required to carry out this role. (Please refer to the competency framework for clarification where needed). N/A (not applicable) should be placed, where the competency is not a requirement of the grade. / Level
1-3
Communication
Adaptability / Flexibility
Customer/Client service and support
Planning and Organising
Teamwork
Problem Solving and Decision Making Skills
Leadership / Management
Creative and Analytical Thinking
Influencing, Persuasion and Negotiation Skills
Strategic Thinking / 2
2
3
2
3
2
2
1
1
n/a
Organisational Information
All staff are expected to:
Positively support equality of opportunity and equity of treatment to colleagues and students in accordance with the Surrey Sports Park Equal Opportunities Policy.
Help maintain a safe working environment by:
- Attending training in Health and Safety requirements as necessary, both on appointment and as changes in duties and techniques demand.
- Following local codes of safe working practices and the Surrey Sports Park Health and Safety Policy.
- Excellent environmental performance is a strategic objective for the Surrey Sports Park. All staff are encouraged to work to achieve the aims of our Environmental Policy and promote awareness to colleagues and students.
- Undertake such other duties within the scope of the post as may be requested by your Manager.
Key Responsibilities
This document is not designed to be a list of all tasks undertaken but an outline record of the main responsibilities (5 to 8 maximum) and should be read in conjunction with the accompanying Job Purpose.
- Act as the Line Manager on a daily basis for a team of Front of House Advisors, including performance management and developing the skills of the team.
- Manage the Front of House operations ensuring delivery of exceptional guest care. Drive guest satisfaction and ensure high membership retention through the delivery of high quality services and standards.
- Ensure that Front of House Advisors work closely with the Duty Managers and Operations team to ensure the safety and security of guests, staff and the facilities.
- Manage and process a significant amount of in-bound (web, email, telephone and personal) booking and service requirements from a range of guests.
- Ensure all guest enquiries and feedback, including requests for bookings, are dealt with promptly, courteously and efficiently, with subsequent actions where appropriate.
- Act as an escalation point for guest issues and ensure prompt resolution to guest complains.