JOB DESCRIPTION
JOB TITLE: SportsDock Duty Manager (Reception and Customer Service) ` 0.49 FTE Job Share, 17 hours per week.
SERVICE: UELSports
CURRENT GRADE: E
RESPONSIBLE FOR: Reception Staff, other Operational Staff when on a Duty Manager shift.
RESPONSIBLE TO: SportsDock Centre Manager
CONTACT WITH: University students, staff, local employers, local public, schools, colleges, professional bodies, local, national and international sports organisations, sports teams, government agencies and other institutions
SUMMARY OF POST: To be responsible for daily operations of the UEL sports centre. To line manage the Reception Department. To direct employees to successfully execute SportsDock operations, including all programs and services. To strive to continually improve customer satisfaction, to manage delivery of high standard customer service, to develop all processes and procedures that will underpin this objective and contribute to smooth running of the Reception Department.
Main Duties:
All duties and responsibilities are at the direction of the UEL SportsDock Centre Manager and are set out below. The post holder is expected to conduct themselves professionally at all times and perform the duties and responsibilities of the job description to the required standard. In addition the UEL SportsDock Duty Manager post holder(s) will be required to work with all staff across University of East London to ensure our mission and strategy are achieved.
Duty Manager Responsibilities
1. To manage the day to day operations and all staff of the UEL SportsDock whilst working as a Duty Manager in order to achieve the set standards of operation, quality and performance criteria
2. To provide a point of escalation for the operational staff, supporting the more complex queries, attending to more challenging customers and providing authorisation for decisions delegated to the Duty Manager.
3. To have first line responsibility for operational health and safety of customers, staff and the facility. To perform regular building, process and operation checks throughout a shift to ensure optimal operation, customer satisfaction and to maintain a safe, clean and well-maintained environment.
4. To be the first point of contact for the Centre Manager. To maintain logs and records of all incidents that occur during the Duty Manager shift and ensure that information is escalated appropriately if needed.
5. To maximise the effectiveness and efficiency of the operation of the UEL SportsDock by contributing to the overall management team and liaising and collaborating with colleagues across UEL.
6. To assist the Centre Manager as required to develop, monitor and review the policies and procedures of the facility to achieve the overall objectives of the UEL SportsDock
7. To undertake regular training in basic life support, advanced resuscitation and first aid, and to use such skills as required in emergency/first aid situations
8. To liaise with other UEL staff and departments to ensure the smooth running of the facility at all times during a Duty Manager shift (ie, cleaning, maintenance, security, catering).
9. To develop relationships with customers, students, staff, corporate business, community groups, schools, professional bodies to ensure constant flow of new business into SportsDock.
10. To undertake any other duties that may be required by the Centre Manager.
11. To work unsociable hours including evenings, weekends and public holidays in accordance with the needs of the role and be flexible.
Proposed hours are to work on a 4 week rolling rota:
Week 1:
Monday 16.45-22.45, Tuesday 14.00-18.00, Friday 16.45-22.45
Week 2:
Saturday 08.45-20.15, Sunday 08.45-20.15
Week 3:
Tuesday 12.00-20.00, Wednesday 13.00-20.00
Week 4:
Monday 06.45-14.45, Thursday 06.45-14.45, Friday 06.45-14.45
Reception and Customer Service Responsibilities
1. To ensure the effective management and development of the Reception Department at SportsDock. To maintain effective systems, practices and procedures in order to ensure an efficient and high quality service to our internal and external clients.
2. Develop, monitor and review the reception policies and procedures, to achieve the overall objectives of the UEL SportsDock.
3. To manage and coach a team of full time and casual receptionists in all aspects of delivering high standard and customer focused service to achieve quality management and performance criteria.
4. To plan staff workloads, evaluate and review their performance and set objectives. To carry out annual Staff Development Reviews to achieve performance criteria.
5. To appoint staff. To keep staffing levels in the reception department under review and to deploy casual staff to ensure that workflows are smooth and operate at optimum efficiency.
6. To lead and support staff to provide a friendly and professional rapport with all customers, presenting a positive impression of themselves and the organisation.
7. To provide a point of escalation for the Reception Team and other staff on duty, supporting the more complex queries and attending to more challenging customers and providing authorisation for decisions delegated to the Manager.
8. To develop and undertake an induction and an ongoing training programme for reception staff to ensure the highest standards of knowledge and customer service are achieved.
9. To carry out regular risk assessments on Reception to ensure the highest standards of health and safety are maintained for staff and customers at all times.
10. To develop relationships with customers, students, staff, corporate business, community groups, schools, professional bodies to ensure constant flow of new business into SportsDock.
11. To manage the membership administration process, to ensure reception collate accurate customer information and are correctly processing memberships on XN Leisure (Leisure Management System), filing membership forms, making bookings and responding to customer enquiries.
12. Manage and protect customer information, including sensitive financial information, in accordance with relevant legislation
13. Control stock levels of reception literature, forms, marketing materials, stationary and shop stock.
14. Monitor customer service and satisfaction rates and regularly look for ways to enhance SportsDocks customer service through the implementation of appropriate policies and procedures in the front of house.
15. To manage the Comment Card Database – to record and respond to customer comments cards and use these comments to constantly improve SportsDocks service feeding back comments to relevant UEL Sports staff.
16. Support and work with the Marketing and Communications Manager and Duty Manager (Sales and memberships) in marketing, monitoring and selling of SportsDock memberships.
17. Assist the Centre Manager in controlling costs within budget associated with your operational area by monitoring casual staff costs, keeping accurate records of expenditure and controlling this designated budget.
PERSON SPECIFICATION
Post title: Duty Manager – Reception and Customer Service,
(0.49 FTE Job Share, 17 hours per week.)
School/Directorate: UELSports
Grade: E (Pro-rata) Campus: Docklands
Category Criteria Essential/ Tested by Desirable
1. EDUCATIONAL QUALIFICATIONSAND ACHIEVEMENTS / Degree, or equivalent in a sport/leisure/management subject
Customer Service qualification
First Aid at Work Qualification or the ability to obtain the qualification within two months / Essential
Desirable
Essential / Application/
Certificate
Application/
Certificate
Application/
Certificate
2. KNOWLEDGE AND EXPERIENCE / Significant management experience, including experience of managing a customer focused team and experience of managing reception processes in a sports and leisure organisation.
High level knowledge of customer demands and expectations in sport, health and fitness. / Essential
Essential / Application/
Interview
Application/
Interview
3. COMMUNICATION / Excellent customer engagement skills; effective listening and communication, ability to manage conflict and to manage effectively under pressure.
Excellent written and verbal communication skills including the ability to negotiate and adjust information to suit the needs of different audiences.
Excellent IT skills. / Essential
Essential
Essential / Application/
Interview
Application/
Interview
Application/
Interview
4. TEAMWORK & MOTIVATION
5. PLANNING AND ORGANISING
6. PROBLEM SOLVING
7. SERVICE DELIVERY / Experience of working with others to achieve team objectives, being supportive and encouraging of others, with a flexible approach to delivering results, actively contributing to building team morale, with specific reference to operational management and reception.
Experience of planning, prioritising and organising your own work and that of other staff on a daily, weekly or monthly basis, whilst ensuring the effective use of resources and delivering to tight deadlines.
Experience of using initiative and creativity to resolve problems, identifying practical and suitable solutions related to sports facility management.
A strong track record of outstanding commitment to customer service, giving customers a positive and satisfactory experience and adapting services to meet customer expectations and agreed service standards.
Commitment to and understanding of equal opportunities issues within a diverse and multicultural sport and leisure environment.
Able to work unsocial hours as required through our shift rota system. / Essential
Essential
Essential
Essential
Essential
Essential / Application/
Interview
Application/ Interview
Application/
Interview
Application/
Interview
Application/
Interview
Application/
Interview