Hospitality Director (12-month maternity cover) £50k salary plus great benefits
Ashridge House, Berkhamsted, HP4 1NS
About our client
Ashridge House is a beautiful Grade 1 listed heritage property with world-class conference and training facilities. It is also the home campus of Ashridge Executive Education (one of three operating divisions of Hult International Business School) and the perfect location for corporate meetings and private events.
Ashridge House hosts both day and residential events for between 2 and 250 people, welcoming guests from all over the world. Set in extensive parkland in the Hertfordshire countryside, the magnificent neo-gothic mansion provides the complete meeting experience for clients.The beautiful private dining rooms in the historic Main House are available for functions, and the extensive 190-acre estate is ideal for teambuilding activities. Providing the very best customer service is at the heart of everything they do.
This is a unique opportunity for an exceptionality talented hospitality professional to manage several distinct teams, whose passion and hard work keep Ashridge spectacular. These include Food & Beverage, Kitchen, Housekeeping, Guest Services, Reception, Capacity Management & Transportation. As a critical leader on the Operations team, the Hospitality Director’s main three responsibilities are Operations Management, People Management and Customer Service. Communication and proven leadership skills are vital, as the success is dependent on all teams working together to create beautiful experiences for clients and guests. In this very central role, diplomacy and tact are crucial in satisfying clients, faculty, staff and guests.
It is 12 month maternity cover.
·Overall control and responsibility for all hospitality budgets
·Develop new and exciting ideas to enhance our products and services whilst being financially and commercially astute
·Balance short term and long term strategies, which may include: streamlining processes, setting and meeting KPIs, optimizing capacity
·Look at technical issues and developments on all systems to create further efficiencies
·Report regularly to internal stakeholders
·Directly manage all of the hospitality department managers, and ultimately bear responsibility for their teams (approx. 100+ staff)
·Responsibility for staff recruitment, headcount, hiring, training and development
·Work closely with Team Managers to handle performance issues, sickness, appraisals and dismissals
·Build relationships with a variety of personalities including internal clients (staff, management, faculty) and external clients including the local community
·Work closely with other business line managers to ensure a smooth delivery to all clients
·Run weekly and monthly team meetings to give updates and foster cross-team collaboration
·Implement a strategy in order to maintain and improve NPS and other client satisfaction survey results by cultivating a culture of amazing customer service
·Quickly and effectively respond to customer feedback and implement lessons learnt
·Assist where required with any events, in particular larger events
·Be present on the floor and engage with guests to ensure expectations are being met and a high level of service is being delivered consistently by all teams
·Conduct regular site inspections to action areas of improvement to better the client experience
·Keep abreast of our competitors to ensure we are leading the way and continually providing an award winning service
·Genuinely committed to delivering exceptional service to our clients
·Proven business performer with strong financial acumen, budgeting and presentation skills
·Ability to keep calm under pressure, show initiative, think outside the box and make prompt decisions – all in a professional, client centric manner
·Problem solving is critical in this role. Post holder will need to balance multiple client needs as well as manage the allocation of work amongst the team
·As the role is highly relationship driven, excellent interpersonal and communication skills are crucial
·Influencing and negotiating skills are essential
·Must be confident with technical systems and have the ability to propose and implement changes where necessary (Salesforce, Booker, Marketman…)
·Being a busy hospitality environment, there are times when it is ‘all hands on deck,’ and everyone in the Ashridge House team is expected to pull together. This requires the post holder to be actively willing to step outside of the day job and ‘roll up their sleeves.’
·Minimum 10 year’s management experience, with 5 in the hospitality industry. Ideally in a General Manager role, in a similar business school, conference center and/or hotel.
·Experience in several areas of hospitality management (F&B, housekeeping, reception, etc….)
·Proven track record of managing, mentoring and motivating a team to deliver their very best
·Experience in process improvement to increase efficiency at the same time as enhancing the client experience. With tight budgets there is a need to balance cost considerations while ensuring the client experience is not compromised
·Some regulatory responsibilities, which can be taught on the job include: Fire Safety trained, First Aider, Personal license holder, and Health & Safety training.
·Lead continuous improvement in process and service standards, working collaboratively with colleagues to deliver an unrivalled client experience
·A significant proportion of our client base is international. Therefore, our ideal candidate will also have a high level of cultural awareness and a good understanding of cultural needs
·25 days paid holiday each year
·Complimentary daily lunch and refreshments available to all staff
·Free access to on-site gym (with swimming pool, spa, sauna, steam room, squash court and outdoor sporting facilities)
·Access to the company pension scheme and healthcare schemes
·Free staff shuttle to and from Berkhamsted station (set schedule)
·Free on-site parking
If you are interested in the position and feel you have the necessary drive, skills and experience please forward your CV to Simon Jones at email@example.com