General Manager

Purpose of the Role Leading, motivating and inspiring the club team to consistently deliver the day-to-day operations of the club to align with the objectives, strategies and policies set by The Club Company Executive team. To instil and drive our company CARE values throughout the team and the club. Responsible for the overall P&L management, to write, implement and monitor the budget and full delivery of The Club Company financial requirements including membership. Directs and oversees the work of all department managers, ensuring all people policies and procedures are adhered to without exception. To coach, support and develop all team to deliver exceptional levels of the member/guest experience. To secure and protect the clubs assets including facilities and equipment. Overview of Job Tasks/Duties Operations To operate the business in line with the company agreed best practice SOPs/Brilliant Basics throughout all departments. To ensure the club legal diary and compliance register is maintained with safety for our team and members/guests being paramount. To nurture and deliver a brilliant customer experience throughout the business measured by CSAT (Customer Satisfaction Scores). To ensure accuracy of published rotas for adhering to contractual terms, operational resource need and payroll budget. To manage the customer feedback channels in a timely fashion as per company guidelines. To chair weekly HOD meetings and ensure information is cascaded and actioned throughout the team. Management of all department performance to ensure continual consistent high performance and improvement. Ensure all communications (internally and externally) are without reproach and enhance the image and reputation of the company. Financial - Business Planning & Development Work with HODs and teams to develop clear and deliverable business plans for each area within the club. Coordinate departmental activity so that productivity and profitability are maximised, always do the right thing. Identify opportunities to develop and drive the businesses through capital improvements. Continual development of business plans to continually develop, maintain, and review the current needs of the business. Ensure all forecast reports are an accurate reflection of the clubs expected performance. Complete regular review of payroll reviews against business service requirements to ensure efficiency is maintained at optimum levels. Debt chasing and recovery. Full adherence to the companys financial KPI trackers. Membership Overall accountability for the clubs membership subscription lines. Delivering the membership net gain through sales and retention of members. Weekly KPI reviews of Membership team. Implementation of monthly marketing planners to improve community knowledge and drive sales and engagement. People Leading by example, ensuring professional and personal standards, conduct and behaviours are above reproach at all times to inspire the wider team. Accurate and timely use of FOURTH (HR & Payroll System) to ensure individual HR files are up to date and payroll is processed without error. Accurate and timely use of FLOW (Learning Management System) to ensure individual learning is completed ensuring compliance with legislation and best practice. Consistent delivery of individual inductions to new starters through the club HODs. Continual performance reviews across the club team through HODs by way of induction (1,4,8 & 12 week), monthly 121s and annual reviews. Adhering to all people processes and procedures including onboarding/offboarding. Use of UAttend (T&A). Complying with any statutory requests e.g., Flexible Working etc. with the support of the Central People team and/or Peninsula (outside HR advisory) as applicable. Consistent Performance Management. Overseeing the recruitment and selection process for the club. General To be a positive ambassador for the Companys CARE values at all times. To always promote the clubs reputation for exceptional standards of member/guest experience, care and service. To undertake any reasonable requests by line manager. Responsible for the implementation and ongoing management of the Companys Health & Safety, Food Hygiene and Fire Policy & Procedures. Education and/or Experience Bachelors degree from a university, preferably in hospitality management is desirable. Substantial private club or hospitality industry experience with managerial experience essential, e.g., as Clubhouse Manager or Assistant General Manager. Licenses and Special Requirements Enhanced Disclosure and Barring Service (DBS) check CPR, First Aid, or AED certified Additional Information This job description has been prepared as a working document to identify the main areas of responsibility. It is not a definitive statement of duties nor excludes any tasks which may be considered reasonable. TPBN1_UKCT