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General Manager, Staffordshire

Management Team

Staffordshire

Permanent

Full-Time

Our Staffordshire centre is the original Kingswood centre, purpose-built for residential school visits and overlooks the picturesque beauty of the Wrekin and Clee Hills.

The centre has an excellent opportunity for an experienced Manager to join their team, and to really make a difference in this rewarding role.

The purpose of this role is:

To establish leadership, management and development skills with the ability to inspire, motivate and lead a team. Creating and delivering a guest experience focusing on the delivery of Centre KPI’s, Company’s mission statement and strategic objectives and to retain our team members through positive engagement.

Be accountable for the delivery of all operational SOP’s and safe environments for customers and colleagues and to deliver educational programmes that delight guests and teachers by achieving pre-defined objectives.

Support the delivery of operations, profitability (EBITDA), performance and growth of your allocated centre whilst ensuring that the centre is running in a cost effective manner and cascade this to different departments to ensure consistency.

To be a powerful role model for new and existing employees in developing a highly enthusiastic and productive Kingswood workforce motivated to deliver an excellent level of performance and the very best customer service experience.


To fully support and exemplify the overall company purpose and values of – ‘Keep it Simple’; ‘Know your Stuff’; ‘Give it your all’; ‘Make it Fun’ and ‘Own it’


Key role responsibilities and accountabilities

Customer Service ‘Wowing Guests

· To continuously achieve standards and customer service levels at the centre including catering, cleaning, housekeeping, retail and delivery.

· To improve the delivery of all activity programmes in terms of quality and customer service.

· To work towards and achieve KPI’s and performance objectives to agreed levels including NPS goals.

· To ensure the on centre customer journey (arrival through to departure) and experience is in line with brand standards and the team go out of their way to always exceed expectations.

· To understand the requirements of our International guests and ensure their needs are satisfied, for example, catering, EFL and activity programmes.

· Support the delivery of a camp Beaumont programme that inspires and entertains children and achieves pre-defined performance measurements.

· Personnaly demonstrate a high level of customer service/interaction and a culture where feedback is encouraged and responded to and acted upon in a positive manner.


People and Team Excellence

· To demonstrate that people are at the heart of what we do and use innovative ways to recognise and reward team members.

· To fully support the Team Survey/Customer service measurement initiatives

· To ensure the Centre delivers against the Gallup 12 measures on a consistent and highly effective way and in support of the eNPS scores.

· To ensure that the Company’s safeguarding policy statement and procedures are adhered to always and appropriate records kept.

· To ensure that all management and team members receive an annual formal review and development discussion (RADD) with supporting monthly one2one review meeting, assessing both business and personal performance and development.

· To support the HOD’s with regular reviews with regular individual reviews, coaching, training and feedback mechanisms and tools.

· To ensure all team members have completed all statutory training via the Learning management system.

· To ensure all team members are inducted and trained to the right level to meet the needs of the operations and to then develop and prepare them for future progression.

· To support the government new Apprenticeship scheme and related Kingswood delivery and Management Development Apprentice programmes across the business.

· To ensure the Learning Outcomes methodology remains best in class and continually seeks way to deliver the best in class and continually seeks way to deliver the best educational products in the sector.

· To ensure the Resourcing and Manpower Plan (team member numbers) meets the needs of the business and is able to react to change.

· Delivery of designated projects on time, to define standards and be in line with agreed budgets.

· HR Policies and procedures are complied with through direct reports and in line with company standards.


Financial Excellence

To have complete P&L accountability for their centre.
To manage control and oversee the operational centre budget in close liaison with the Finance Team and Regional Head of Operations.
To work closely with the sales team to ensure that sales revenue streams from the different customer channels will be effectively managed within the centres.
To support the delivery of business growth, cost saving opportunities and ensuring guest satisfaction levels are not compromised.
Verify child nights against forecast and budget to make sure all opportunities for strategic financial control are explored.
Assure payroll reflects budgets and is accurately submitted according to company standards.
Operational Excellence

To ensure the effective management of data and documents in line with the GDPR regulations.
To understand and ensure current and future customer expectations are met.
To design, implement and continuously improve systems and procedures across centres, leading to improved efficiencies in service levels and financial results.
To effectively operate all services; health & Safety and safeguarding compliance, risk management and insurance arrangements.
To keep abreast of external developments within the outdoor education sector that could ‘add value’ to the company operations.
To ensure the centre is well maintained so that it meets at all times all legally required standards related to food hygiene, Ofsted, SFA etc.

Key Relationships & Stakeholders:

To establish excellent working relationships with the Inspiring Learning Operational Leadership Team and their respective teams.
To support Operational Teams with the following key relationships:

Children staying at the Kingswood Centres and taking part in the educational programmes with age ranges from 5-17 years.
Teachers who reside with the children on the educational programmes and who are the ‘key customers’ as they book and organise the trips liaising directly with the parents.
Parents, primarily via feedback received which should be reviewed and assessed.
Operational team members who have responsibilities in the provision of catering, accommodation, and additional entertainment at centre.
Health and Safety and Safeguarding compliance and other key service suppliers for the centre.

Typical knowledge, skills and experience

Skills, Experience and Qualities

Established leadership, management and development skills with the ability to inspire, motivate and lead a team.
Excellent communicator both written and oral
Recognised as a role model for customer service
Commercially astute with experience of delivering financial targets/budgets
Task orientated with proven ability to deliver projects on time and to budget
Solutions driven with ability to persuade and influence
Ability to champion and drive change
Experience of managing a fast paced environment and delivering to tight deadlines
Results driven with the ability to get things done.

Qualities

Personable with the ability to adapt communication to match audience
Calm under pressure
Open and honest
Versatile and resilient
Receives feedback in a positive manner and acts upon it
Self-starter with the ability to motivate and mentor
Customer focussed with a passion for delivering high levels of service and financial results
Willingness to learn and develop self

Behavioural competencies

Broad Thinker

Evaluates the commercial and financial implications of decisions, considering the wider People and operational context. Shows evidence of clear analytical thinking. Evaluates the full implications of actions on other parts of the business. Thinks outside of the ‘functional silo’. Stays up to date with customer trends, identifying opportunities and threats at an early stage.

Honesty and Transparency

Asks for feedback from the Organisation on how to improve. Meets the needs of internal customers, by supporting and engaging when required. Takes personal responsibility for correcting problems and demonstrates good recovery from complaints. Gives open and honest feedback at all levels even when it’s difficult. Meets and exceeds internal customer expectations. Is open honest and transparent even when things go wrong.

Innovative & Adaptive

Challenges people to find ways of improving what is done. Asking those critical questions to challenge, ‘How we do things’. Encourages and supports development of new processes and procedures. Works productively in a high pressure environment.

Welcomes change in a positive light, supporting their teams to embrace new ways of working.

Leading & Collaborating

Initiates action and provides others with clear direction. Challenges inappropriate or ineffective behaviour.

Works with subject experts to get the best possible solution. Takes responsibility for actions. Is self-confident and is seen as credible and a go to person by others. Welcomes new ideas and ensures everyone has a voice.

Developing Performance

Keeps own knowledge and skills up to date practicing continuing professional development. Delivers results through teams and people. Actively seeks to stretch capability and scope of responsibilities. Challenges and sets, ‘Stretching’ goals for their team, providing feedback on performance and behaviours. Addressing under performance at the first opportunity.

Communicating

Is sensitive to non-verbal cues, to other people’s feelings and emotions, and responds with sensitivity.

Communicates openly and freely with colleagues and teams to ensure that they can see the big picture.

Successfully persuades and influences others.

Presents information in a way that engages and motivates the audience. Is self-aware and changes style to suit the relevant audience.

Employment Type
Full-time

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