JOB TITLE: Presentation Operations Manager
REPORTING TO: General Manager
LOCATION: St James Quarter, Edinburgh
HOURS: 40 hours per week flexible to business needs
SALARY: Competitive
ROLE OVERVIEW AND PURPOSE
St James Quarter (SJQ) is a world-renowned retail-led mixed-use destination comprising 850,000sf of prime retail, food and leisure space, a multi-screen cinema, a world class W hotel, 152 private apartments and a 4-star aparthotel.
Purpose of the role
The Presentation Operations Manager is a key management role responsible for the world class cleaning operation at St James Quarter (SJQ). Overseeing the daily running of SJQ from a cleaning and presentation perspective to ensure a welcoming, clean and safe environment whilst working closely with all teams and achieving the highest standards and positive interactions with customers. The Presentation Operations Manager is responsible for the implementation of the strategic direction for Cleaning Operations on site, managing the operating model including overall building presentation, future developments of the quarter and engaging and managing the cleaning team all with a focus on enhancing guest experience. The Presentation Operations Manager must be a leader and a role model to the cleaning team on site who work on a shift basis 24 hours per day, 7 days a week.
KEY RESPONSIBILITIES
Lead the Cleaning / Presentation team, with the support of a Deputy Manager and Supervision team, to ensure there is a positive, motivational, supportive working environment.
Ensure advanced planning of all cleaning operations including periodic tasks with clear schedules and sign off of all duties and tasks complete
Ensuring excellence for Cleaning operations throughout SJQ includes, but not limited to:
- Security, Health and Safety and compliance
- Cleaning standards
- Colleague Grooming and presentation
- Guest and Staff Interaction amp; Staff courtesy
- Ambience of St James Quarter
- Best Practice and Innovation
Focus on strategic planning and implementation of best practice initiatives and innovation ensuring we remain at the forefront of cleaning and operational practices.
Manage recruitment, induction training, developing, and retaining of colleagues and ensure continued ongoing focus and report on monthly
Ensure adequate quality performance measures (KPI’s/SLA’s) are adhered to and any non-compliance is resolved in a professional manner with clear plans and next steps visible to all
Delivery excellent leadership, communication and motivation to the site-based team including communicating daily so that a sound communication channel exists in order that team goals can be achieved.
Team Management
Lead and support a number of direct reports, including holding regular one-to-ones, and creating development plans for the team as well as work alongside HR and Learning and Development teams to deliver Guest Experience training for all colleagues and participate, where necessary.
Be part of duty management rota.
Work with the Senior leadership teamandOperations management team to forward plan staffing ensuring capacity is met, with particular attention paid to how the service is scaled during peak without sacrificing on SLAs.
Communication
Ensure effective operational communication including meetings, handovers and reporting.
Attend weekly/monthly business progress meetings and team meetings as required.
Brand Enhancement
Ensure close liaison with the senior leadership team including Operational Management, Retail amp; Hospitality, Technical Services, Marketingand Business Development Manager, to understand team involvement and requirements for aspects of SJQ
Consistently exceed customer expectations and deliver long term, sustainable customer satisfaction both internally and externally.
Satisfy guest expectations of value by understanding the relative importance they place on quality of services and facilities.
Background amp; Skills
Able to manage complexity and able to deliver with short deadlines.
Ability to work in a team environment and autonomously. High energy, calm under pressure, real team player.
Demonstrates drive, resilience, open and innovation when working in a dynamic and fast paced environment. Decisive and collaborative in equal measures.
Experience in managing and coordinating crisis and emergency response.
Excellent verbal, written, interpersonal amp; communication skills.
REQUIRED SKILLS AND EXPERIENCE
Requirements Qualifications
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