Director of Golf, Spa and Leisure

Celtic Manor Job Description and Person Specification PROPERTY Celtic Manor Resort DIVISION Golf, Spa and Leisure DEPARTMENT N/A POSITION Director of Golf, Spa and Leisure GRADE A REPORTS TO Resort Operations Director DIRECT REPORTS Head of Leisure and Activities Head of Spa Operations Head of Golf Retail Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their relevant Manager. POSITION OVERVIEW Develops and implements the operational strategic direction for the Golf, Spa and Leisure teams of the Celtic Manor Resort, whilst contributing to the commercial strategy of areas of responsibility. Instigates and maintains a guest centric culture that delivers a five star service experience, focusing on exceeding expectations, winning loyalty and making a difference to our guests and people. GENERAL Responsible for helping to maintain a customer-focused culture which support the values expressed in the Resort Ambition and the Resort’s business goals of profitability and service quality. Establishes and maintain effective and positive relationships within the team as well as other departments. Complies with the resort’s Health and safety, Hygiene policies as well as all other resort policies and procedures. Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible. 5. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required. JOB FUNCTIONS Communication Responsible for communication through effective writing, speaking and listening skills. To encourage employees to actively participate in our progress through decision making and ideas. Responsible for regular dissemination of information which is to encompass organisational and individual activities. Budgets Responsible for monthly, quarterly and annual budgets in conjunction with the Senior Executive team. Standards Responsible for establishing and maintaining all Standard Operating Procedures (SOPs) within their department(s), including but not limited to employee, customer, financial and health and safety objectives. Controls Responsible for setting controls relating to the above set standards, enforcing these controls and taking appropriate action when necessary. Responsible for implementing key performance indicators for the department based on the controls devised. Structure Responsible for defining, implementing and maintaining a sound organisational structure within the department(s), focused on achieving the Resort and departmental goals and objectives. Responsible for defining and documenting job descriptions and person specifications and managing the Human Resource aspect of the department in line with Celtic Manor standards. Team Responsible for the recruitment, management and the disciplinary process in conjunction with the Human Resources Department for all employees within the department(s). Responsible for the welfare and wellbeing of all departmental employees, promoting the professional career development of the team. Responsible for ensuring that all staff appraisals are conducted routinely and effectively for all employees within the department(s) and that the results are actioned where required to ensure a personal development plan is set and maintained for each member of the team in the department. Delivery Responsible for ensuring all equipment, tools and supplies are available and maintain relationships with the suppliers of the equipment, tools and supplies. Responsible for the maintenance, security, computer systems, cleanliness and appearance of the department(s), both front and back of house. Responsible for delivering the product in accordance with set standards, exceeding the internal/external customer expectations. Overview Responsible for the Golf, Spa and Leisure departments within the Celtic Manor Resort to include Golf Operations, Retail, PGA Services, Spa Operations, Leisure Clubs, Membership Sales/Retention, and Activities. Guest Responsible for delivering a five red star experience in all areas of responsibility, working directly with departmental managers to continually develop ways of increasing quality of service in order to exceed guests expectations and win loyalty. Responsible for the development and implementation of a guest centric culture, which supports the values expressed in the Resort’s Ambition, Mission and Core Values To provide opportunities for guest and member feedback and to review such feedback to allow corrective action to be taken as required, with a view to continually enhancing the guest experience. To attend member’s committee meetings and play an active role in such meetings, participating as a Resort ambassador, and the conduit for reviewing member feedback with operational heads. Attend appointments with clients as required, to support the Event Sales and Event Management team. In doing so, be the key operational link for all event business at the Celtic Manor Resort relating to Golf, Spa and Leisure. To provide a key supportive role in the planning and implementation of Celtic Manor Owned Events, working with other Divisional Directors, Operational Heads and Departmental Managers to deliver an exceptional calendar of events across the year. Ensuring that such events are delivered on time and within the budget limitations outlined. Attend discussions and debrief meetings relating to events with clients and agents, to ascertain guest feedback and identify opportunities to enhance and improve the guest experience People To ensure that there is a seamless link between the Event Management and Golf, Spa and Leisure Operations teams, thus promoting a positive working environment and seamless client/agent relationship To contribute to, embrace and embody the People Culture of the Celtic Collection, leading and driving this culture within the operational divisions of the Celtic Manor Resort. To align, lead and inspire the people across areas of the responsibility and in doing so ensure a sustainable talent pipeline focussed on the personal development of our people. To develop and sustain relationships within the industry, both at supplier and client level, to aid in the development of the Resort brand. To review supplier relationships and brand partnerships to ensure our offering directly matches our clients requirements and is in line with the overall brand guidelines of the Celtic Manor Collection. Ensuring that any new partnerships that are developed are commercially viable. To attend meetings as requested with the executive team, to report on the performance of the relevant operational divisions of the Celtic Manor Resort as required. Analyses and identifies training needs to assist divisional heads and departmental managers in the development of training plans, ensuring training is implemented and standards are reviewed on a regular basis Sets and maintains appropriate written standards of service, conduct and presentation for departments within the resort. Develops internal and external incentive programmes for team members and guests Establishes and maintains effective and positive relationships with their team as well as with other departments throughout the resort Undertakes special projects as assigned by the Executive Team, designed to enhance the product, guest and people experience. Provides constructive feedback to, and requests support from, the Executive Team as required Product Responsible for delivering the product in accordance with set standards, exceeding the internal/external client/people expectations Responsible for ensuring that guest areas and back of house areas are maintained, clean, organised and accessible at all times. Responsible for ensuring all equipment, tools and supplies are available, and in good working order, maintaining good working relationships with those suppliers Monitors all equipment and facilities within areas of responsibility and ensures that maintenance of such is carried out as required to minimise the impact of loss of experience to our guests and people. Creates detailed development plans designed to enhance the product and guest experience, submitting such plans with associated costs to the Executive Team for consideration Profit Works with divisional heads to prepare strategic operational plans, which can be presented to the Executive Team prior to agreeing budget and deliverable timescales. Contribute as required to developing strategies to increase revenue through occupancy, rate and yield management across areas of responsibility To develop and initiate ideas and processes to improve profitability within the departments of Golf, Spa and Leisure at the resort. Effectively manage all cost of sales, payroll and expenses to foresee and make adjustments as required to satisfy budgetary constraints To oversee the purchase of all stock and ensure that the journey of such stock is managed effectively through structured processes and systems To excel in all aspects of operational leadership and in doing so, ensure that areas of responsibility are profitable to budget level and beyond Training Responsible for maintaining, setting and achieving training standards in conjunction with Human Resources and within set budgets. Leadership Responsible for the leadership of the team and individuals including frequent periods of internal/external customer contact to attain feedback on individual and departmental performance. You will also be responsible for internal/external complaint handling, for feeding back information to employees in a positive and constructive way. Also, providing solutions. Responsible for communicating the overall Resort and departmental goals and objectives and ensuring all employees are motivated to achieving these. Responsible for conducting daily weekly and monthly strategic departmental meetings, minuting these meetings and distributing the minutes to the employees. Team Building Responsible for the development of individuals, whilst promoting the importance of team work, contributing to team building sessions both within and outside the resort. Checking Responsible for gathering information as required by the appropriate controls in place to determine achievement of key performance indicators. These controls include customer feedback, employee feedback, management feedback, financial performance and any other as required. Evaluation Responsible for compiling periodic reports based on the checking process. Responsible for analysing the information and applying management skills to determine outcomes, documenting these outcomes in the reports and communicating and distributing these reports within the department, to other departments and to Senior Executives. Innovation Responsible for taking the results of the evaluation and implementing changes to ensure continuous innovations and improvements are made within the department. Responsible for implementing these changes, communicating the changes as required, following up on the changes ensuring all controls and checking processes are in place to evaluate the success of the changes made. Responsible for monthly reporting on the success of the changes made. PERSON SPECIFICATION Criteria Essential Desirable Qualifications Higher level educational qualifications in industry related subject (NVQ level 4/5 or HND equivalent) Evidence of continued professional development Degree level or equivalent in hospitality/golf related subject PGA Qualified – Class AA DBS Checked Attainments/competencies (list as required) A proven ability to achieve and consistently deliver results Highly developed leadership skills with the ability to motivate, challenge and engage individuals and teams The ability to shape the future and take the team on the journey. Proven expertise in developing creative solutions to complex and multi-faceted challenges Excellent collaborative skills and the ability to build strong cross organisational relationships Motivated to drive and improve performance and enhance the guest/client experience Evidence of leading and managing large scale golf events. Involvement in the organising and operation of European Tour or USPGA Tour events Experience of being involved with an organisational change management programme. Club 59 Exposure Experience Minimum 6 years’ experience in the golf, spa or leisure industry. 3 years within a senior management/leadership role Experience in an organisation that has delivered large scale corporate and charity events Experience in managing client/event agent relationships and dealing with organisers Working with a multi-faceted and complex team/business Experience of yield management, budgeting, revenue forecasting, capital expenditure, stock management, marketing plans. Extensive experience of people management Experience of an organisation with in excess of 500 employees Knowledge of the statutory obligations relevant to the golf industry Managed key supplier and client relationships Experience of working with sponsors Skills Experience, knowledge and ability to work autonomously. Confidence and resilience in succeeding to overcome complex and demanding challenges and situations Strong organisational and planning skills Logical and considered decision maker. Confident and proficient in Microsoft Word, Excel, Outlook and Powerpoint Working knowledge of Delphi and Concept An effective strategic influencer, who is as comfortable doing as they are leading. Special aptitudes (e.g. oral or written skills, manual dexterity, etc.) A style that empowers others within the team, which demonstrates an ability to lead change through the people Engaging in dealing with clients who are high level business leaders across multiple sectors Positive and enthusiastic, with the ability to demonstrate a confident and pro-active persona Strong numeracy skills and the ability to analyse and interpret complex data to draw rational conclusions. Strong communicator with the ability to speak publicly and present to large groups Physical abilities, circumstances, but only if a justifiable requirement for the job Required to work flexibly across evenings and weekends, to include participation in the senior management weekend stayover schedule. High level of professionalism and a presentable disposition. Full UK Driving Licence Signed by Employee Date: