Club Room Manager New

Who do I report to?General Manager

What is the purpose of the job?

Leading and operating a successful DLicious club room team and giving our members an exceptional Food and Beverage experience and promoting Clubiness.

What will I be doing?

• Regularly acting as Duty Manager, taking accountability for ensuring the smooth operation of the club and ensuring day to day health & safety and compliance regulations are adhered to for everyone in the club while delivering excellence in member experience.
• Ensuring the professional recruitment of great people, who display our core Values and inducting, managing, and developing high performance team, driving exceptional employee engagement.
• Ensuring regular 1-2-1 meetings performance objectives, probationary reviews and other management processes are conducted with all team members in Food & Beverage and coaching team members to deliver these to a high standard.
• Creating a superb “We Play” culture within your team to drive exceptional employee engagement. Review the employee engagement surveys and take steps to maximise the employee experience within your team and Club.
• Developing your teams through inspired leadership, adopting a coaching approach where possible and supporting your teams by ensuring optimum usage of available training (workshops, e-learning, apprenticeships etc).
• Walking all areas of responsibility daily (including back of house, store rooms and yards) to deliver 5-star standards of facilities through an obsessive attention to detail, taking a See it, Fix it approach and giving feedback to the department. This includes completing a weekly FB audit and having full accountability for food safety, ensuring that all health and safety checks are completed and documented using KRKB books; all equipment is working, safe and clean at all times and signage, member communication and music levels are appropriate and deliver a great member experience.
• Spending quality time in your Club Room daily to interact with members and observe and coach your team to deliver SEE5 and 5 star service. Role modelling and coaching your team to always display our DL Clubs core values.
• Leading and engaging the Club team in 10@10 meetings
• Playing a central role in delivering a range of member social events and activities, looking for opportunities to improve the member experience, drive Clubiness, increase profit and generate new income for the club.
• Leading the team to know the menu and its health benefits and offering advice and encouraging members to try new things.
• Checking the weekly FB update and cascade to team.
• Checking rotas against the Time & Attendance system and approving for payroll.
• Leading my team to deliver DL Clubs ways of operating.
• Taking ownership of and regularly review the Member feedback tablet and Avius system, particularly the FB Experience scores giving recognition and saying “Thank you” to those team members being recognised and taking appropriate actions to further improve the member Club Room experience.
• Ensuring delivery of the Club Room rota to achieve labour optimisation and accurately forecasting business trends to deliver margin and member experience.
• Leading my team to deliver compliance and health and safety legislation at all times including full adherence to the completion of prime safety system, crisis management policies, compliance and health and safety audits and following GDPR guidelines.
• Leading my team to achieve Club Room revenue targets and ensuring that all profit margins on Food and Beverage are achieved by completing stocks in line with company expectations and review the stock weekly with my team and General Manager.
• Keeping up to date daily with Income and Club performance via the daily dashboard, identifying key actions to drive the Club and department forward.
• Creating and implementing club action and improvement plans against key metrics based on the 4 monthly cycle and managing own teams to deliver.
• Managing stock, cash control and ordering systems, following our operating and finance procedures.
• Working with partners and contractors to ensure consistent delivery of the Service Level Agreements.
• Building good relationships with Club Support and team members to utilise resources for the benefit of all.
• Helping build great relationships within the community and grow our presence on social media channels to ensure we are externally perceived as the leading health club for breadth and range of facilities in the local area
• Delivering ad hoc activities as required.

How will I be measured?

• Observing me and my team delivering excellent service with members.
• Observing me and my team’s speed and efficiency.
• What members, team members or mystery members tell us about myself and my team.
• By my performance and my team’s performance against our 6 Values.
• Completing operating standards and company audits accurately.
• How well myself and my team follow DL Clubs ways of operating.
• Achieving Key KPI’s which will be agreed prior to every 4 monthly cycle.
• Achieving compliance against all legislative and company audits.
• Monthly club visits from Regional Manager and/or any other Club Support visitors.

What qualifications, skills and experience do I need?

• The position requires working shifts in accordance with the demand of the business, including working 4 weekend shifts per month and at least one late shift per week.
• Hours in the role will depend on the size of the F&B business.
• Educated to at least A level standard or equivalent with additional Higher Education qualification (HND/Diploma or NVQ Level 3, in Hospitality and Catering or equivalent – highly desirable
• GCSE in English and Maths.
• Experience in leading and managing a team in a service led, fast paced environment (e.g. hospitality, attractions, retail, sporting or leisure industry) – highly desirable.
• Experience of duty management responsibilities.
• Experience of financial planning and management.
• Can demonstrate a genuine passion and excellence in customer service.
• Excellent communication and collaboration skills.
• Team player.