Cleaning operation manager

Main Duties Key Responsibilities/Accountabilities:

▪ Lead the Cleaning / Presentation 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 ▪ A focus on training and development of the team to establish good working practices with a vision and focus on both cleaning operation and creating meaningful positive customer experience interactions ▪ 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 & Staff courtesy − Ambience of St James Quarter − Best Practice and Innovation ▪ Provide professional support to the busines in service-related matters and to SJQ in all contractual matters ▪ Ensure high standards are always achieved, being flexible to meet the changing operational needs on a continual basis and to suggest new initiatives to ensure continuous improvement and best practice are continually delivered. ▪ Take full ownership and manage to conclusion all cleaning feedbacks or complaints. ▪ Focus on strategic planning and implementation of best practice initiatives and innovation ensuring we remain at the forefront of cleaning and operational practices. ▪ Ensure the cleaning and presentation team are equipped and have the knowledge to positively impact the guest experience for all estate users daily ▪ Work closely with all stakeholders and departments at SJQ adding value and promoting team work throughout. ▪ Manage and report on all cleaning operational budgets with full transparency including forecasted spends. ▪ To control the delivery of the colleague’s rosters, completion of payroll and correct manning levels ensuring compliance is always maintained ▪ Lead and advise the team in managing absence and holiday records including sickness and annual leave for all colleagues ▪ Carry out and manage daily centre audits to ensure high standards of cleanliness and safe environment is always evident throughout the centre ▪ 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

Background & Skills ▪ Preferred experience in similar role ideally within either the Retail, Hotel or Tourism and Travel industries. ▪ Able to manage complexity and able to deliver with short deadlines. ▪ Outstanding stakeholder management, strong relationship building and influencing skills. ▪ 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 & communication skills. ▪ Fluent in English, other European languages would be desirable. Requirements – Personal Characteristics ▪ Able to work weekends/late nights, shift cover to ensure full management of our operation ▪ Able to have difficult conversations, clearly explains initiatives in sufficient detail to gain understanding, and the support of internal and external customers and partners. ▪ Considered a ‘go to’ person recognised as a role model internally and externally. ▪ Credible across service areas, creates positive working environments, manages conflict. ▪ Demonstrates high personal standards, able to identify positive behaviours in others. ▪ Demonstrates consistent excellence in standards, behaviours, knowledge and skills. ▪ Develops knowledge and skills of others to deliver objectives. ▪ Experienced in influencing people, including people senior to their role. ▪ Experienced in training, coaching and developing others. ▪ Innovative and creative, challenges accepted beliefs. ▪ Motivated to participate in development opportunities that increase capability and performance. ▪ Self - aware, positive interpersonal skills yet determined. Bounces back after setbacks. ▪ Willing to integrate across service areas, cross functional customer experience improvements are developed and implemented to the benefit of the organisation. Requirements – Qualifications ▪ Microsoft Outlook, Word, Excel, PowerPoint. ▪ Proven experience in operational management ▪ Proven experience in developing others.