Deputy General Manager – The Warwickshire

The Club Company is a premium collection of 18 country clubs - the majority located in central and southern England.

Our mission is to be the premier collection of golf and country clubs in the UK, offering members, visitors and guests a feel-good experience through health and wellness, golf and more. To us, nothing beats spending time at one of our clubs. We’re hugely proud of our facilities and the experience on offer and continuously strive to maintain the highest levels of service and standards.

The Warwickshire is a 500 acre resort that boasts a 55 room hotel, large health club with buoyant membership, two superb 18-hole championship courses, a 9-hole Par 3 course and driving range with TopTracer technology set within the scenic countryside of Warwickshire. Applicants are invited for the key role of Deputy General Manager.

Job Purpose

Continuous improvement and operational implementation of The Club Company experience in line with company brand standards and guidelines. To take the lead in analysing customer feedback from all channels, for all areas of the Club and provide strategic direction to continuously improve overall rating. Respond to customers’ needs and anticipate their unstated ones. Responsible for the operation of all aspects of the site in the absence of the Club Director.

Job Tasks/Duties

Leads team members by teaching, coaching and taking appropriate action to correct deficient conditions, behaviours, and work practices.
Ensures the delivery of an exceptional customer experience in line with The Club Company brand standards and guidelines.
Monitors speed of service and delivery and proactively arranges appropriate resources or support to ensure that the customer experience remains of the highest standard.
Demonstrates and role models a commitment to delivering an exceptional customer experience.
Leads the professional delivery of customer correspondence including monitoring and managingthe “Feed It Back” customer experience dashboard.
Investigates, responds to and resolves escalated complaints and reviews within agreed service levelagreements (SLAs).
Champions a culture of empathy towards member or customer issues and strives to providesolutions that have the best possible outcome for customers and the business.
Continually reviews and improves departmental processes to ensure that service levels aremaintained, and where appropriate, enhanced in line with The Club Company brand standards.
Builds positive relationships with The Club Company leadership team, department heads and the Club Director by providing quality feedback to enable the business to improve.
Has a deep understanding of team engagement levels and works with Club Director and department heads to provide an engaging and fulfilling workplace.
Ensures the team adhere to The Club Company brand standards including appearance and dress code standards.
Ensures the fostering of an environment where member, guest and team safety are the highest priority.
Deputises for the Club Director in managing all aspects of the site as and when required.
Monitors functional performance targets, key performance indicators (KPIs) and benchmarks, and identifies areas for improvement.
Chairs regular team meetings to ensure all team members are aware of individual targets and are in a position to deliver to the best of their ability.
Partners with other teams to ensure smooth daily operations.
Implements and enforces the company’s Health & Safety Policy and observes safe workingpractices in accordance with the Health & Safety at Work Act and fire regulations.
Performs specific tasks as requested by the Club Director.
To ensure a high degree of personal presentation and hygiene in line with the company’s dress andappearance policy.
To be a positive ambassador for the Company’s CARE values at all times.
Duty Management shifts as and when required

Experience of managing in a Hotel, Health club or golf operations role in a leadership capacity is essential.

Licenses and Special Requirements

Enhanced Disclosure and Barring Service (DBS) check
CPR, First Aid, or AED certified

To apply please send your CV and application letter to Resort Director, Dan Wallace d.wallace@theclubcompany.com The company is committed to equality of opportunity and assess applicants solely on their merits.

Job Type: Full-time

Pay: Up to £50,000.00 per year

Benefits:

Company pension
Free parking
On-site parking

Work Location: In person

Reference ID: TWCM

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The Warwickshire Golf and Country Club jobs

Deputy General Manager