Job Title: Activities & Guest Engagement Manager
Job Holder:
Reports To: Head of Operations
Revision Date:31 January 2016
Direct Reports:Activities Coordinator, Activities Assistant, Guest Engagement and Support Assistant, Volunteers
Contract: Full-time. Funding is currently secured for this post fora fixed term of two years in the first instance.
1MAIN PURPOSE OF JOB:
1.1To manage Leuchie House Activities and Guest Engagement Programmefor guests and carers, within budget, including in house activities, entertainment, outings and complementary therapies.
1.2Work closely with the Day Respite Coordinator to ensure integration of day respite guests into the activities programme.
1.3Work in conjunction with the Business Development team to ensure joined up thinking on holiday theming / special interest weeks to ensure development of creative theming for marketing purposes that is deliverable as a guest experience, within budget.
1.4Contribute towards the Leuchie House friendly and pleasant atmosphere enjoyed by guests and visitors.
2 POSITION IN ORGANISATION:
2.1Reports to: Head of Operations
2.2Responsible for the supervision of activities and guest engagement staff and
volunteers.
2.3Effective cooperative relationships are required with guests, visitors, relatives of guests, staff, volunteers, suppliers, trustees and any other associations, agencies.
3 SCOPE OF JOB:
3.1Responsible for the day to daymanagement of the Activities and Guest Engagement Departmentin line with Leuchie House policies and procedures.
3.3To oversee the delivery of the activities programme including in house activities, entertainment, outings and complementary therapies.
3.3To lead on planning and delivery of the monthly MS Support Group activities.
3.3To provide leadership, direction, support and on the job training as required.
3.4To inform, communicate and regularly report progress to the Head of Operations.
3.5To promote commercial awareness of Leuchie House with a strong focus on managing budgets, cost control and increasing occupancy levels.
3.6To oversee the management of the ‘Leuchie Shop,’ including stock control
3.7To actively suggest and implement service improvement opportunities.
3.8Respect confidentiality in all areas relating to Leuchie House.
3.9To perform all duties in compliance with Health & Safety standards.
3.10To follow and abide by Leuchie House rules of guests and respecting their individual circumstances.
3.11Any other duties that maybe required.
4 DECISION MAKING:
4.1Effectively deliver day to day operational decisions to determine and implement an activities and guest engagement programme that meets the needs of the guests.
4.2In the absence of the Operations Manager determine what route the decision-making process should take.
5MAIN DUTIES & KEY RESPONSIBILITIES:
5.1Activities
5.1.1Working in conjunction with the nursing team oversee the planning of a suitable and engaging holiday programme of outings, in house activities and entertainment for guests.
5.1.2Develop a variety of information systems to share options and ideas regarding the Activities Programme with guests in advance and during their stay.
5.1.3Ensure the delivery of an activities briefing to guests (arriving on both long and short breaks) to share ideas for activities and trips and work to develop a programme each holiday that delivers guest choice based on individual interest and ability.
5.1.4Work with the nursing team to ascertain guest preferences for trips and activities in advance of their stay, potentially as part of the preadmission phone call, for anyone arriving on short breaks later in the holiday.
5.1.5Liaise with senior nursing staff to assess trip suitability for individual guest abilities, ensuring necessary Risk Assessments are conducted by the Nursing team as required.
5.1.6Oversee the research, identification, negotiation and risks assessment of new venues for outings and develop menu of guest options.
5.1.7Work with Activities and Day Respite to develop a menu of choice of in-house activities available to the guests according to varying ability levels and actively promote these not only in group activities but individual 1-2-1 opportunities on a daily basis.
5.1.7Ensure adequate support of volunteers and / or staff members to deliver outings, activities and entertainment programme and ensure guest participation is recorded in the appropriate places.
5.1.8Advertise activities programme and lead in-house activities and special interest weeks as appropriate.
5.1.9Assist with the induction of volunteers, entertainers and work placement students by providing general support where required.
5.1.10Apply sensitivity to the emotional needs of guests, visitors and relatives by providing support and guidance as appropriate.
5.1.11Work to promote equality, independence and freedom of choice for guests, visitors, residents and anyone associated to Leuchie House by respecting privacy and personal dignity.
5.2Information Management
5.2.1Ensure record keeping and documentation is maintained in compliance with legal and statutory requirements as well as best practice for Leuchie House.
5.2.2Oversee documentation of guests’ weekly activities and accuratemaintenance of databases and rotas.
5.2.3Ensure guest’s records capture individual guests’ activities and interests for future planning purposes.
5.3Staff Management / Leadership
5.3.1Display a professional manner leading by example and responsible for staff attitude and behaviour to ensure a high standard of care for guests.
5.3.2Performance manage and develop key team members and volunteers, identifying training and development needs in accordance with Leuchie House policies and regulatory requirements.
5.3.3Actively participate in daily operational meetings for the smooth running of Leuchie House.
5.3.4Assist in resolving grievances and disciplinary matters in accordance with Leuchie House policies and procedures.
5.4Project Management
5.4.1Utilise project management skills to ensure effective planning of routine work and longer term projects
5.4.2Oversee the management and maintenance of the Activities and Guest Engagement Departmental workplan.
5.4.3Research new ideas and opportunities and implement effective business tools to track and monitor contacts (e.g. CRM) to help deliver the Activities programme through a wide variety of paid and volunteer supporters.
5.5Financial Management
5.5.1Management of Leuchie House Activities Department budget.
5.5.2Work within designated income and expenditure budgets for guests’ leisure activities ensuring payment from guests for outings and therapies.
5.5.3Arrange for payment of approved expenses to volunteers and entertainers in accordance with Leuchie House procedures.
6HEALTH & SAFETY:
6.1All work duties to be performed and delivered following Leuchie House Health & Safety practices and in compliance with emergency, hygiene, COSHH procedures are adhered to.
6.2Ensure all activities are carried out within the latest risk assessment guidelines.
6.3Report any accidents, incidents or hazards as outlined in Leuchie House procedures.
7OTHER:
7.1Ensure proactive and efficient running of Activities and Guest Engagement Department.
7.2This role manages the Activities and Guest Engagement Team and all members are responsible for ensuring all aspects of the department are covered during periods where one is absent, and are therefore required to be flexible in working hours as appropriate.
7.3Help organise events and fundraising in support of other departments, as required.
7.4Drive vehicles suitable to qualification.
7.5Participate in staff meetings, staff performance reviews and staff training as required to promote own development and understanding.
7.6Participate in mandatory training as per Leuchie House policies and practices.
7.7Work to promote equality, independence and freedom of choice for guests respecting privacy and personal dignity at all times.
7.8Leuchie House is a developing environment and the post holder will therefore be expected to undertake other appropriate duties as required.
8 PERSON SPECIFICATION:
8.1Qualifications
8.1.1Educated to higher level, including English and Mathematics or
Equivalent work experience.
8.2Knowledge & Experience
8.2.1Extensive professional management experience and proven track record in delivering events / activities.
8.2.2Proven care industry or equivalent experience in managing and leading teams effectively and under pressure, supervising, delegating and monitoring.
8.2.3Demonstrated commercial awareness and business acumen combined with experience managing budgets.
8.3Skills
8.3.1Excellent organisational abilities and attention to detail
8.3.2Ability to engage and motivate staff members through proven management skills.
8.3.3Strong communication and influencing skills with ability to communicate sensitively with people from a wide range of backgrounds
8.3.4Physical capability for the role.
8.3.5Computer literacy.
8.4Personal characteristics & attributes
8.4.1Commitment to Leuchie House’s vision and core values.
8.4.2Role model delivering excellence with a strong understanding of customer service and standards.
8.4.3Ability to work unsupervised and to use initiative.
8.4.3Positive, caring attitude and understanding of the importance of customer service in a holiday respite environment.
8.4.4Accountable, delivering high quality standards and service for Leuchie House strategically on a day to day basis, remaining calm under pressure.
8.4.5A flexible approach and attitude to working hours and tasks to be completed.
I have read and understood the duties and responsibilities outlined in this job description for the position of Activities & Guest Engagement Manager at Leuchie House.
Employee Signature: ………………………………………………………………………………..
Date: ……………………………………………………………………………………………………….
Managers Signature: ……………………………………………………………………………..
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1Activities & Guest Engagement Manager Job Description