Job Description

Accommodation Supervisor (Fixed term)

We are seeking an experienced Accommodation/Front of House Supervisor on a fixed term basis for 6 months.

Leeds Castle is one of the South's top heritage destinations for relaxation, hospitality & experiences that surprise & delight. A popular visitor attraction offering beautiful gardens & parkland, Birds of Prey Centre, playgrounds, accommodation, functions & weddings and, of course, the Grade 1 listed Castle herself. Income to care for this special place comes primarily from our visitor, events and accommodation business, making this a critical supervisory role.

Full time, fixed term for 6 months with weekend working on a rota basis.

Salary circa 25,000 dependent on experience.

Ability to commute to Maidstone daily is a requirement of the role.

Closing date for applications is Sunday 23rd November.

To apply please email a copy of your CV and covering letter outlining how you meet the requirements in the role profile

REPORTS TO: Revenue Manager

_______________________________________________________________________________

LOCATION

Leeds Castle is a stunning, 900-year-old moated castle, set in 500 acres of Grade II listed parkland, situated in the beautiful Kent countryside. The Castle has been open to the public through the Leeds Castle Foundation since 1974 and continues her story as a glamorous retreat and popular visitor attraction.

__________________________________________________________________________________

PURPOSE

To maximise income generation through efficient and pro-active management across the Accommodation business, deputising for the Revenue Manager as required and supporting the Accommodation Reception Team

__________________________________________________________________________________

KEY TASKS

To supervise and work alongside the Accommodation Reception Team to achieve booking targets across all accommodation types on the Estate. Work as a member of the Accommodation Reception Team covering daily shift patterns across 7 days per week, between the hours of 8am and 7pm. Deputise for the Revenue Manager in their absence, overseeing the supervision of the Reception Team, attending relevant meetings etc. Complete rotas, maintaining sufficient cover across all shifts to maximise sales, and manage call volume and guest demand, while controlling staff costs at all times. To ensure the highest standards of customer care at all times, including welcome, telephone enquiries and after stay service. Acting as a point of escalation for any complaints in support of the team, logging and providing feedback to the relevant departments as required. To assist the Revenue Manager in monitoring and adjusting rack rates across all channels to maximise income and occupancy levels. To produce reports at Management request. To be aware of the features of all accommodation types, including all possible upsells. To ensure a high standard of presentation and housekeeping of the reception area. To update training information and produce training programmes for new team members. Work alongside the Accounts department to ensure all recharge invoices are correct and help to resolves any discrepancies and resolve queries. To work closely with the managers, supervisors and customer consultants as part of the overall Leeds Castle team. To ensure that budgets are closely monitored and costs controlled within them. To carry out additional duties as required by the management team.
_________________________________________________________________________

CORE ACCOUNTABILITIES

Follow Company regulations in Health & Safety and maintain a safe working environment. Understand and comply with the hospitality rules and emergency procedures. Organise and effectively utilise staff, monitoring them to achieve the required standards, identifying appropriate training needs. Maintain a polite, courteous and helpful attitude with guests and staff. Accuracy and attention to detail, in all administrative tasks. To ensure personal standards of presentation, performance and attendance beyond reproach at all times. Good working knowledge of Excel, PMS (Property Management Systems), OTA's and staff management systems.

SKILLS, KNOWLEDGE, EXPERIENCE

At least 3 years' experience of working in the tourism sector In depth knowledge of OTA channel and portals. Experience of working within a busy hospitality environment A good knowledge of PMS (Property Management Systems) preferably Rezlynx. Experience of leading, inspiring and performance. Commercially minded, room rate management experience. Able to analyse data. Organised, able to juggle multiple priorities. Strong customer service experience and ethic, able to deal effectively with difficult situations. A good team player and strong advocate for the business. In addition to your main areas of responsibility, the values and behaviours that are required from all our people for the successful delivery of our vision and strategy are summarised below:

VISION

To be the South's top heritage destination for relaxation, hospitality & experiences that surprise

WELCOMING:

Everyone is treated as a valued guest

BEHAVIOUR:

We welcome our guests with warmth & the personal touch, going the extra mile to make sure guests have a fabulous experience, while keeping them safe. We are inclusive, welcoming people of all races, genders, ages, sexualities & abilities. We build connections with communities & partner organisations to reach those who experience barriers to visiting.

SURPRISING:

We are a living, breathing heritage site, a place that uses its assets with joy. We look at life through a different lens, seeking surprising hidden stories & new approaches

BEHAVIOUR:

We are curious, think laterally & always look for the Leeds Castle 'twist' to make us stand out. We are agile, flexible & open to change.

ENDURING:

As estate custodians, we understand our assets, think long-term in caring for & improving them & leaving a healthy, positive legacy for future generations.

BEHAVIOUR:

We manage finances for the long-term, investing wisely & monitoring payback.

Staff spend charitable funds prudently, always seeking best value. We minimise environmental footprint & work towards net zero carbon emissions. We plan regular maintenance & capital projects to protect our assets, doing the job properly & once. Our decision making is ethical, transparent & has integrity.

NURTURING:

We continue the estate tradition of looking after our people & communities.

BEHAVIOUR:

We respect different skills, experience & views. We work as one team, supporting & developing staff, recognising this is a lifestyle, not just a job. We take ownership of challenges & opportunities, successes & failures, always learning from experience. We are a good neighbour & partner, with a positive influence in Kent and beyond.

All candidates will be recruited against the above criteria regardless of their sex, racial, ethnic or national origin, disability, age, sexuality or responsibilities for dependents. We value a diverse workforce and celebrate our differences

This is not exhaustive. You should be aware that you may be required to perform other duties as required.

Job Types: Full-time, Permanent

Pay: 24,500.00-25,500.00 per year

Benefits:

Bereavement leave Company pension Discounted or free food Employee discount Enhanced maternity leave Enhanced paternity leave Free flu jabs Free parking Health & wellbeing programme Life insurance On-site parking Sick pay Store discount
Experience:

Hospitality: 5 years (preferred)
Work Location: In person