St Michaels Resort

About St Michaels Resort

Accommodation & Food & Beverage Department: Leadership Team Reporting to: Resort Director Key Reports: Restaurants & Bar Manager Head Housekeeper Assistant Operations Manager ROLE OVERVIEW Following a multi-million-pound investment into new bedrooms, a world-class spa, state-of-the- art health club and award-winning dining, it’s an exciting time to join the crew at St Michaels. We are further expanding the resort in 2020 with four Spa Garden Lodges and refurbishing our Captain’s House to add eight more luxury bedrooms to our accommodation. Reporting directly to the Resort Director, the Head of Operations will play a pivotal role in creating an environment where our team can perform at their best to deliver world class service to our guests. You will be responsible for ensuring we have the correct operating procedures in place to achieve maximum success that has been trained to all of our team. Clear guidance and ability to develop the team, to create seamless service standards always. You will have a thorough, proven, understanding of both Rooms (Housekeeping and Front Office) and Food & Beverage Operations and will be able to both affect change and maintain good practice to meet and exceed our guests’ expectations. This is an exciting and challenging role, whereby you will take full ownership for both the Front of House, Food & Beverage operation and Housekeeping. Leading by example, you will motivate and inspire a team of managers and crew. You will enjoy developing their skills and have a track record of bringing out the best in people and turning great ideas into reality. Commercially you will have a strong understand of a profit and loss, be able to action or influence key performance indicators and always seek to ensure the business remains commercially strong. Ability to control stock, be instrumental in proposing best working practises and support pricing strategy with the Resort Director. DUTIES & RESPONSIBILITIES SERVICE & STANDARDS: o Overall co-ordination of Rooms and F&B to focus on exceeding guest expectations. o Build an outstanding reputation for both rooms and food & beverage across the resort with ever growing levels of customer satisfaction and repeat purchase/stays. o Review guest experience by revisiting the standards as well as products of service delivery in F&B and Rooms departments to improve guest feedback. o Deliver annual improvements in service quality standards and consistency. o Target higher levels of customer satisfaction and repeat business. o With the support of our key suppliers, develop a culture of ongoing product knowledge, on and off site, so that we deliver with confidence morning, noon and night. REVENUE & COST CONTROL: o Operational co-ordination of all revenue streams to maximise the guest experience and optimise revenue. o Develop revenue streams and revenue capture and yield manage F&B revenue. o Assess suppliers and negotiate new & existing contracts. o Assist the Resort Director and Head of S&M to formulate a plan to increase revenue and average spends each month compared to last year’s performance and in line with new budget. o Review both Rooms and F&B profitability by restructuring departmental rotas & service ratios, beverage offering, and beverage stocktake. o Work closely with the Chef and Sales & Marketing to ensure menu composition and food offering is exactly what guests want. o Constant observation and investigation of the resort’s financial position and make changes accordingly. o Work to minimise business costs through effective rota planning and tight control of consumables. o Deliver strong revenue growth built upon product development, excellence of delivery and team-wide selling skills. o Maximise spend on property by all guests with a particular focus on dinner conversion and beverage sales. o Work closely with the Sales & Marketing team to grow in-house dinner conversions, the external dining market, and meetings, weddings and events business. MANAGEMENT: o Oversee the Restaurants & Bar Manager to ensure a thorough review of service standards, equipment, HR structure, IT/Systems set up and operational effectiveness. o Oversee the Restaurants & Bar Manager to drive service delivery improvements. o Ensure cross training and multiskilling is taking place across F&B and Rooms to effectively decrease wage cost without affecting the guest experience. o Retain and build a very competent, well trained, highly motivated team of managers and crew. o Ensure front of house selling skills are well trained and developed. o Carefully monitor and forecast all business performance, responding to the needs of the business efficiently so that efficient crew rotas can be planned and implemented. o Produce regular, insightful and accurate management information to help guide the management and development of the business in the future. o Ensure our crew are always immaculately presented and proud to represent the St Michaels values, ethos and overall brand. o Control and monitor Health and Safety/Food Safety compliance o Champion St Michaels’ culture and values throughout the business and externally at all times. KEY PERFORMANCE MEASURES o Rooms and F&B trading Profit / EBITDA o Revenue, Sales performance o Customer retention / repeat purchase o Customer satisfaction levels / online reputation o Cost control – Food GP; Beverage GP o Labour control – Kitchen labour %; F&B service labour %; Rooms labour % o Crew satisfaction / motivation / retention o High standards of property cleanliness and presentation PROFESSIONAL ATTRIBUTES, EXPERIENCE & SKILLS At least 3 years’ experience working as a manager in a well-established, high quality hospitality business. Have a genuine passion for providing first-class hospitality with excellent food and drink knowledge. Demonstrate knowledge of industry trends across both Rooms and F&B. Have previous experience of leading a team of at least 25 people. Have a pro-active approach to problem solving. Have events experience with the ability to organise and run large group bookings. Understand environmental, legislative and social responsibilities and their impact. Have a sound knowledge of current food hygiene, health & safety regulations. Have outstanding communication skills both verbal and written. Be passionate about people, with a hands-on approach and ability to influence at management level. Be passionate about sharing knowledge and maintaining the high standards. Be prepared to commit to the culture and values of St Michaels Resort Have excellent organisational skills with an eye for detail. Possess good time management skills. Professional personal presentation. Be able to demonstrate effective listening skills, diplomacy and interpersonal skills. Be computer & technology literate. Leadership & vision. People management & teamwork. Organisational & strategic planning. Financial acumen, revenue & cost control. Profit & Loss accountability. Human Resources & employee relations. Personal licence holder. Level 3 or above in hospitality supervision. CIEH Food hygiene/safety & H&S between Levels 1-4. Fire warden. First aid at work. People management qualification or training cert (train the trainer award). Budget Management / Budgeting / Forecasting. REMUNERATION You will receive a highly competitive salary, together with employee benefits and a commitment to your ongoing development. Please note we are unable to offer live-in accommodation. BENEFITS: o Incentive scheme o 28 days paid holiday (pro-rata for part-time crew) o Meals on duty o Preferential room rates* o 25% crew discount on food and drink o 25% discount on Spa treatment and retail products* o Discounted membership to the Health Club* o Partner discounts* o Professional development o Uniform supplied o *subject to availability and eligibility HOW TO APPLY Please send a copy of your CV and covering letter detailing your suitability for the role to [email removed]. Please put the job role in the subject line and indicate your current salary and notice period in your application. Due to the anticipated large number of applications, regretfully we are only able to reply to candidates who have been shortlisted. In the event we receive a high number of applications, we also reserve the right to close this campaign early.

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