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Hospitality Lead

We’re looking for an inspirational individual to lead a multi-functional team within our Operations Department delivering a high-quality customer service experience for our members.

As part of the operations department the post holder will share responsibility for creating a highly positive and solution focused working culture reflecting the organisational values, culture, and vision and for leading change and setting the future direction of the Centre.

This role requires excellent leadership, which engages, inspires and motivates a Hospitality Team, delivering first class customer service to our Blind Veterans.

This role will be an integral part of the operations department and will work collaboratively with the relevant Centre leads to ensure high quality provision for our members, other visitors and customers in line with the Visit Britain Quality Framework.

Liaise with customers via direct Bookings and Front of House customer service team working 24/7/365 and to the Centre team. To ensure all bookings meet the requirements of the regulated care provision and maximise the income generation and funding opportunities for member stays working with other relevant leads.

35 hours per week, Monday to Friday with some weekend working required.

Details

  • Salary: £32,400
  • Job Type: Management
  • Contract Type: Permanent
  • Location: Llandudno
  • Closing Date: 2 Aug 2022

Key responsibilities will include:

  • To ensure a high-quality customer service experience for members, customers via direct Bookings and Front of House customer service team working 24/7/365 and to the Centre team
  • To ensure all bookings meet the requirements of the regulated care provision and maximise the income generation and funding opportunities for member stays working with other relevant leads
  • Responsible for the effective delivery of the day to day running of the Front of House, Reception and Security functions. To also ensure effective and efficient administrative support for the whole Centre Team.


As the ideal candidate you will have excellent leadership skills which engages, inspires, and motivates a hospitality team in delivering first class provision to our Blind Veterans. You will be a positive influencer, able to demonstrate confidence, motivation, and commitment. We expect high levels of integrity and behaviours consistent with our values and culture statement.

You will have experience of managing hospitality services and hold a nationally recognised diploma or degree (or equivalent) in a relevant field. You will have knowledge of the legislation and regulation that govern the areas as outlined key responsible above. In addition, you will have excellent communication, organisation, and problem-solving skills. Finally, you will hold or demonstrate a commitment to work towards a level 5 Leadership and Management qualification.

Benefits include free life assurance, generous pension scheme (after three months), a health cashback scheme (after one year’s service), an Employee Assistance Programme and an excellent working environment.

This position is subject to Enhanced Disclosure and Barring Service checks.

About the role

The purpose of the role

As part of the operations department the post holder will share responsibility for creating a highly positive and solution focused working culture reflecting the organisational values, culture, and vision and for leading change and setting the future direction of the Centre.

This role requires excellent leadership, which engages, inspires and motivates a Hospitality Team, delivering first class customer service to our Blind Veterans.

To be an integral part of the operations department and work collaboratively with the relevant Centre leads to ensure high quality provision for our members, other visitors and customers in line with the Visit Britain Quality Framework.

To ensure a high-quality customer service experience for members, customers via direct Bookings and Front of House customer service team working 24/7/365 and to the Centre team. To ensure all bookings meet the requirements of the regulated care provision and maximise the income generation and funding opportunities for member stays working with other relevant leads. Responsible for the effective delivery of the day to day running of the Front of House, Reception and Security functions. To also ensure effective and efficient administrative support for the whole Centre Team.

Main accountabilities

  • Inspire and motivate the Hospitality team to be a highly visible, professional, and positive influence within the wider Centre staff team.
  • Manage the Rota of the teams to ensure full coverage from the team at all times.
  • To ensure all aspects of the Hospitality Team are compliant with the Visit Britain Quality Framework.
  • Responsible for the collection, collation and reporting of quality assurance metrics and receiving and responding to direct feedback from all stakeholders, members, customers, and centre staff, to ensure highest standard of delivery.
  • Responsible for Centre Bookings, collaborating with our sister centre to ensure that the income from Centre Bookings is maximised through the exploration of external income and compliant with CIW regulations, following the requirements outlined in the care pathway.
  • Responsible for the provision of effective and efficient centralised administration service to support the centre team.
  • Work closely with the relevant leads to ensure that all Centre Policies and Procedures relating to Health and Safety and clinical delivery are accessible, in date and compliant.
  • Oversee the recruitment, training, and continual professional development of the team to ensure that they have the skills and knowledge to work in a safe and appropriate manner to ensure highest standards of service.
  • Manage the receipt and processing of Centre finances in line with Blind Veterans UK policies and procedures.
  • Ensure all Front of House aspects of Health and Safety and the Fire Evacuation of the building, the members, staff, and customers.

Other dimensions of role

  • Work closely with the Hospitality Lead in our sister Centre to ensure alignment and innovative practice.
  • Work closely with the BVUK communications team to ensure relevant information is shared for social media and other relevant communications.
  • Attend relevant internal and external training courses, as agreed with your line manager.
  • Engage actively with our volunteers as appropriate and within the scope of the post.
  • Keep up to date with required safeguarding training and promote a culture in which safeguarding is openly discussed and can be readily reported.
  • Undertake any reasonable tasks from time to time at the line manager’s request, as may be deemed appropriate within the scope of the post.
  • Covering shifts where necessary to ensure adequate support is available to members at all time

Qualifications, experience and skills

Essential:

  • Educated to degree level (or equivalent experience), with experience of managing in the hospitality sector.
  • Experience of leading a team in a busy customer service environment.
  • Experience of implementing and interpreting quality assurance information.
  • Ability to make decisions and work in a solution focussed manner.
  • Skilled communicator with requirements to engage with individuals at all levels.
  • Knowledge of Financial Management processes and procedures.
  • Experience of alternative funding sources e.g.: Local Authorities, Charities etc.
  • Experience of supporting internal and external communications to teams and customers in a variety of mediums.
  • Ability to deal with ambiguity and take ownership of and solve problems.
  • Ability to effectively manage resources.

Desirable:

  • Knowledge of the Armed Forces.
  • Knowledge of the impact of Visual Impairment.
  • Knowledge or experience of requirements relating to regulated Care Provision.
  • Hold or demonstrate the ability to work towards an NVQ 3 in Customer Service within an agreed time frame.
  • Advanced Computer Skills to support complex information

Job description

Download a copy of the job description for our Hospitality Lead role.

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Closing date: 2 August 2022

Interview date: 12 August 2022

To apply, please submit your current CV along with a supporting statement, setting out how you meet the skills, knowledge and experience for this role.

Please include “Hospitality Lead” in your email title.

Please note we are only able to consider applicants who submit a CV with a supporting statement.

If you have any particular requirements relating to our recruitment process, please email us.

Apply now

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