Role Summary
The Guest and Recruitment Manager will be responsible for:
- Managing the booking process for Activity Centre (AC) & Via Ferrata Cornwall (VFC) groups and individuals
- The smooth running of the catering and hospitality provision of BF and VFC
- Leading on the recruitment of new team members across the organisation.
Managing the booking processes for BF Adventure and Via Ferrata Cornwall
This could include but are not limited to the following types of groups:
- School and youth groups on day visits and residentials
- Members of the public on Holiday Activity Days, Adventure Days, Birthday parties
- Adult and corporate groups
Recruitment processes
- Take an active role in the recruitment of team members across the whole organisation
Main Tasks
This role will be split between coordinating bookings with the adventure center and Via Ferrata Cornwall team and supporting the HR across the whole organization.
This split of responsibility and focus will adjust over the year to prioritize key areas of operations. In the summer months, the priority will focus on the adventure center and via Ferrata Cornwall with the autumn and winter focusing on recruitment.
Guest Management
Managing BF Adventure and Via Ferrata Cornwall Bookings
The Guest and Recruitment Manager will follow the booking from initial enquiry to customer retention and repeat booking supporting an excellent customer experience at every stage, these responsibilities include but are not limited to:
- Enquiries - Dealing with customers over the phone, via email and face to face discussing aims, prices, products, and services.
- Bookings - Creating and maintaining booking forms, invoices and responding to emails professionally and accurately.
- Booking management - Creatively produce packages based around groups needs and the optimum available resources in terms of staffing, equipment, catering (Notifying catering staff, communication with clients and guests regarding meal requirements etc.) compatibility with other groups and rooms. To play a critical role in the staffing of activities-based working in close relationship with the Centre Manager and other relevant team members.
- System management - Working mostly independently and being responsible for the upkeep of booking forms and processes. Accurate filing and updating of all BF systems, time keeping and goal task setting are critical as well as maintaining relationships with key team members, including reception and lead instructors to ensure smooth delivery of bookings.
- Communication to staff - Relaying the programme to activity and catering staff via the diary and emails, communicating the needs of the group to lead instructors, and discussing potential issues with the Centre Manager.
- Feedback - Following up, collating, and distributing feedback.
- Activity development - Implementing feedback and actions as agreed with the Centre Manager to support in the development of products and services and to assist with marketing.
- Support -Maintain administration systems for the Centre Manager which include filing away of paperwork, maintaining staff training records, leading with recruitment processes and diary administration.
- Delivery - Maintain current level of activity skills and attend necessary refresher training, aid, and support on delivery as and when required, this may include cover of sessions due to staff sickness for example.
- Additional Diary Administration may be introduced as this role develops, to include coordination/allocation of resources.
- Relationship management- To build up professional relationships with new and existing customers, to establish the market needs based on these relationships and to promote relevant packages, programmes, and events appropriately to these customers. This will include welcoming school groups upon arrival and introducing teachers to group lead instructor ensuring booking details are all aligned to their requirement.
- Open Days, School Visits, and sales – in the off season to organise and attend suitable visits to promote BF/VFC at career fairs and enrichment week events and generate additional sales with new customers working along side the marketing manager.
- Line management – line manage and support a small team of seasonal catering and hospitality staff.
- Staffing – supporting the CM with populating staffing plans 4-6 weeks in advance and allocating staff to activity programmes.
- Reporting – feeding into daily and weekly briefings with relevant group information and preparing staff for future weeks and significant events well in advance.
- Catering – take responsibility for a small team of caterers to deliver a 5-star catering service(April to September). This will include line management, ordering of food supplies, creating simple menus for residential groups, and ensuring we remain compliant to catering and food hygiene standards.
- House keeping - Ensure all residential, catering and washroom facilities are clean and ready for use. This will involve collaborating with a team of staff to make sure daily cleaning and log are completed, cleaning supplies are ordered and ensuring all facilities meet our minimum standards.
Recruitment Management
- Creating and maintaining Job Descriptions collaborating with relevant managers
- Set up recruitment process and time frames working closely with relevant managers.
- Monitoring and managing recruitment in real time.
- Assisting managers with shortlisting as appropriate
- Assisting Managers with interviews as appropriate
- Collecting applications, recruitment paperwork in an organized manner in line with our internal processes
- Support the DBS process including checking ID checks.
- Consulting with successful and unsuccessful candidates, sending emails, making phone calls, and collating all necessary paperwork.
- Support with inductions and basic training.
- Supporting relevant managers by monitoring and keeping HR systems are up to date.
Due to the varied and ever-changing nature of operations at BF Adventure you may be required to undertake additional roles, responsibilities, and tasks* as necessary to facilitate the smooth running of activities.
*(within your level of experience, training, and capability)
Person Specification
Experience / Skills
· Excellent administration skills
· Excellent communication skills with a broad range of people
· Establishing and maintaining admin systems
· Excellent with IT including a wide range of Microsoft software, CMS and the ability to work methodically and independently with complex workflows.
· line management experience.
· Highly organized and methodical approach to tasks and the ability to solve problems in advance and under time pressure is essential.
Desirable Experience / skills
· History of marketing packages / program / experiences
· Experience of working in an Outdoor Education Environment
· Experience of Marketing and Sales
· Experience in a catering/Hospitality environment (Not essential as catering delivery is basic with a fully structured approach already in place)
Personal Characteristics
· A commitment and enthusiasm for the vision of BF Adventure
· A commitment to high standards of service provision
· Works in a flexible and innovative way to ensure both a high level of customer satisfaction and to maximize efficiency for organization.
· Establishes and maintains positive working relationships with others, both internally and externally, to achieve the goals of the organization
· Anticipates, understands and responds to the needs of clients.
· Able to work effectively under pressure including the ability to prioritize own workload in a team setting.
· The ability and willingness to work flexible hours.
· Keen to engage in training in a range of adventurous activities where not qualified to do so with the aim of supporting delivery in unusual circumstances and to add understanding when designing programs.
BF Adventure is committed to safeguarding and promoting the welfare of young people and expects all staff and volunteers to share this commitment. This post will require an enhanced DBS check.
Pay: £24,734.00-£27,821.00 per year
Benefits:
- Bereavement leave
- Casual dress
- Cycle to work scheme
- Free parking
- On-site parking
- Sick pay
Work Location: In person
