of JOB DESCRIPTION

Position: Front of House /Duty Manager

Department: Reception

Reporting to: General manager

GENERAL SKILLS REQUIRED

-Leisure or business based degree ( preferred)

-Management experience

-Strong IT Skills and experience with Microsoft Office

· Flexible to work early morning, late evening and weekend shifts

· Friendly and approachable

· Excellent communication skills

· Highly motivated and enthusiastic

· Ability to work under pressure

· Ability to work on own initiative

· Team player

-Fluent English

Scope of position:

Your primary role is to contribute to Coral Leisure’s continuing position as the leading leisure management contractors in Ireland.

Strengthen and grow the identity of Coral Leisure in the marketplace and advance Coral’s role in the community by providing opportunities to be renowned as a national market leader in the leisure industry, recognised for our expertise and appeal to all segments of the community through the provision of exciting innovative programming and to be valued by our customers and employees.

The following competencies/behaviours are the essential attributes that each individual must possess and exercise in order to be successful within Coral Leisure. These behaviours should be evident in everything we do both while working with each other, with external suppliers and with clients.

• Adaptability
• Teamwork
• Initiative and Initiating Action
• Customer Focus
• Integrity

These competencies will be assessed at performance review meetings.

GENERAL DUTIES (Utilizing all 5 of the Competencies)

· The Front of House Manager is responsible for overseeing and managing the entire Front of House department.

· Manage HR of the department in all areas.

· Ensure that all weekly/monthly housekeeping/maintenance checklists are being completed and signed off by staff on shift.

· Delegation, teamwork , supervision, maintenance ,cleaning, ensuring positive working environment

· Planning and implementing of staff rota’s and regular informative emails to Front of House staff to keep updated.

· Stock monitoring; ensure that we have adequate stock for resale, this includes supplements, swimwear/paraphernalia and vending.

· Bookings; ensure that all booking procedures run smoothly and efficiently.

· Sales; drive sales in all areas as well as implement new ideas and initiatives to increase revenue.

· Positive Engagement between local community users/sport groups/clubs.

· Quarterly departmental and bi monthly management meetings.

· Regular use of the P.O.B sheets to document performance for each of the Front of House team.

· Bi-annual department performance appraisals.

· Conducting quarterly staff training workshops and keeping a track record for each individual Front of House staff member.

· Monthly departmental reviews with area manager.

• Attend group wide departmental meetings and come prepared.

· Monthly and Quarterly analysis reports, including the 6 KPI’s of the department

• Prepare yearly budgets and sales planner.

· Conducting regular inspections on department equipment and general facilities for good working order and presentation. Reporting and taking action where required.

· Work in with the team, getting involved with general duties, leading by example. Aim to be involved at ground level 80% of total working hours, 20% of remaining hours in administration.

• Drive all additional spend lines – Supplements/Vending/Coffee/Merchandise/ lockers/ hairdryers.
• Ensure FOH staff are well trained in customer care

Staff Supervision (Teamwork, Adaptability, Initiative)

· Supervision and observation of all Front of House staff is the responsibility of the Front of House Manager.

· Ensure all Front of House staff are carrying out their duties as expected

· Supervision of staff must be done in a manner that does not make staff feel under pressure. It is important that the standard of work being carried out by the staff is kept regulated and safe.

Staff co-ordination (Initiative, Adaptability)

· Staff must be coordinated on an on-going basis so that all areas of the department are adequately staffed at all times.

· The Front of House Manager must always ensure that there is sufficient staff available to cover each working shift, however remain conscious that the department should not be overstaffed at anytime.

· The Front of House/ Duty Manager may call in additional staff on a temporary basis to cover staff that may take sick leave or to cover certain unforeseen circumstances as required.

· These staff must be on the part-time staff list that has been approved by the Centre Manager. If a situation arises where you can foresee that a staffing shortage may occur, the Front of House Manager must deal with this immediately even if it does not affect the shift that you are working on. Duty managers on shift will also take on these responsibilities in your absence.

Delegation of tasks (Teamwork, Adaptability, Initiative & Integrity)

· The Front of House Manager must delegate general duties to staff as necessary, which may include cleaning or helping out a colleague in another area of the facility. The tone & manner in which staff are addressed must be appropriate and respectful at all times.

· It is expected that staff are flexible at all times.

· An understanding should be established where by when there is an overlap in the Duty Manager shift that the incoming Duty Manager takes over staff delegation. This will eliminate any confusion among the staff.

· It is the responsibility of the first Duty Manager of the day to organise the staff breaks for the upcoming day, this responsibility may fall under the Front of House Manager depending on shift patterns.

· Front of House Manager/Duty managers must be fully versed with the companies staff breaks entitlements and ensure that staff gets their break entitlements during the working day (not at the end of shift).

· The Front of House must always be adequately staffed and should not be left short staffed due to staff breaks. Correct planning is crucial to avoid this scenario.

· Breaks can be coordinated during quiet periods or when staff is not rostered on for specific duties (e.g. instructing a fitness class). Where necessary the Front of House or Duty Manager must cover the break themselves.

Customer Care (Customer Focus, Adaptability, Integrity)

· The Front of House /Duty Manager must take responsibility for any customer complaint that arises during their shift which may relate to their department or others. This could be over the telephone or in person.

· It is very important that the customer is given a fair hearing and that they get the opportunity to voice their concerns. It may often be necessary to bring the customer to an office area where they are out of the view of the public and where they will feel more relaxed and comfortable.

· If possible the complaint should be dealt with at this stage or called back as required.

· Otherwise the complaint must be e-mailed to the CM and/or department head of the affected area.

· It is very important to take as many details as possible from the complainant so the situation can be resolved as soon as possible.

· Likewise if an accident or incident occurs it is the responsibility of the Front of House/ Duty Manager to deal with this as per company policy.

· First Aid must be administered if required. If/ where necessary the ambulance/ Gardai should be called

· Full details of any accident/ incident must be logged in the relevant accident/incident report log book. Please refer to the accident / incident NOP for details pertaining to logging of same and witness statements requirements.

· The Centre Manager will take responsibility for the complaint/incident or accident from this stage onwards.

Building & Maintenance Management (Adaptability, Teamwork, Initiative & Integrity)

· Front of House on each site must be kept clean and tidy at all times. It must be attended to regularly and daily, weekly and monthly cleaning tasks carried out on time. The Front of House manger must ensure the relevant staff are carrying out the necessary cleaning tasks.

· The Front of House Manager must respond to department maintenance issues as they occur. Preventive maintenance plans must be adhered to at all times. This includes all facilities and changing areas.

· Departmentalised Health and Safety Checks must be carried out on a weekly basis and documented accordingly. General walkabout checks must take place on each shift. This should coincide with the Front of House checklists. The Front of House manager is responsible to ensure these checks/task are been done to a satisfactory standard.

· Issues/ situations must be addressed in a manner fitting of the situation.

· Where necessary the relevant contractor should be contacted. The numbers of each contractor, along with the local gardai, fire brigade and ESB station should be available at reception. Before contractors are called in, the centre manager must approve the call out.

· If maintenance issues effect the customer in anyway whatsoever this information MUST be fed back to the reception staff (and other relevant staff) so that customers are pre warned of such an issue. Correct signage and appropriate methods of informing customers must be adhered to at all times.

A log must be kept of any staff performance issue on the Pattern of behaviour spread sheet

• HR related problems
• Lateness/ absenteeism
• Good or poor performance

Job Type: Full-time

Expected hours: 40.0 per week

Benefits:

• Company events
• Company pension
• Employee assistance program
• Employee discount
• Gym membership
• On-site gym
• On-site parking

Education:

• Advanced/Higher Certificate (required)

Experience:

• Microsoft Office: 1 year (required)
• manager: 1 year (required)

Language:

• English (required)

Work Location: In person