Venue Manager

Situated on the edge of the stunning 730 acre Roadford Lake, Lakeside offers a unique conference, function and events venue in a stunning location. It is just minutes from the A30 between Okehampton and Launceston – perfectly located in the centre of the Devon and Cornwall region. The venue offers two modern, flexible rooms (accommodating c200 covers), adjacent to the Lakeside Café, along with ample outdoor space including an outdoor performance area. It is set amongst the Devon countryside within easy reach of the Trust’s Activity Centre, which offers a range of water and land based activity just across the lake. The venue is licensed for civil ceremonies, entertainment and has a bar.

Lakeside is operated by the charity South West Lakes Trust, which carries out conservation of the environment and built heritage as well as providing opportunities for recreation, public access and education for all, at lakes across the South West. Profits from our trading at Lakeside are gifted to the charity to enhance its work.

This post is an exciting opportunity for someone to build a thriving and popular venue business at our flagship site, which will make a real contribution to our charitable work - we are seeking an enthusiastic and sales-focused individual with a passion for customer service, the ability to proactively communicate with business professionals and the general public alike, and a detailed eye for delivering exceptional service standards to manage, develop, promote and realise the potential of Lakeside as a venue of choice for business and pleasure. A comprehensive approach will be required, with the post-holder setting service standards, building strong client relationships, proactively marketing the business and hosting key conference and function bookings in person.  We expect a standard of excellence to be achieved in all aspects.

OVERALL PURPOSE

-Manage, promote and build a profitable venue business which offers an exceptional and consistent customer experience at our flagship site. This will be achieved by focusing on the following key areas: (1) proactive approach to marketing and sales (2) exceptional customer service and communication (3) setting and maintaining exceptional standards of delivery (4) developing strong client relationships. The role-holder must be willing to make direct contact with potential clients as well as be hands-on and to lead from the front.

KEY TASKS AND RESPONSIBILITIES

-Develop Lakeside’s venue business with a primary focus on increasing corporate bookings, leading to repeat business and long term client relationships.

-Increase the number of wedding and function bookings, catered either by working with outside caterers or the Lakeside Cafe (as appropriate to meet the needs of the client and profitability of the business).

-Identify new and innovative ways of maximising the occupancy of the venue, working with third party organisations where appropriate.

-Organise and deliver events utilising the building and outdoor space where there is a clear opportunity for profit.

-Manage a profitable bar for functions and events, taking responsibility for ordering stock, minimising wastage, training employees and ensuring it operates within the law.

-Manage professional, well-motivated, customer-focused conference assistant(s) to support the delivery of conferences, functions and events. Recruit and train bar staff and conference assistant(s) in collaboration with the Personnel and Training Officer.

-As the key account manager, build and maintain relationships with corporate clients and function customers. Work closely with clients to tailor packages to their needs whilst maintaining a close eye on profitability. Take the lead role when hosting bookings, delivering exceptional customer service and developing conference assistant(s) to deputise when required.

-Meet and greet customers in a professional and welcoming manner, ensuring function bookings are prepared as required with necessary equipment. Ensure that any needs are met during use of rooms.

-Work closely with the Trust’s Admin and Bookings Officer to ensure an efficient and effective booking and administrative service is delivered for the venue.

-Work closely with the Lakeside Café Manager and Head Chef to develop inspiring catering and attractive ancillary packages appropriate for a range of functions.

-Be proactive in the promotion of the venue, taking responsibility for developing and implementing creative marketing initiatives and creating opportunities to meet perspective clients at their business. Work with the Trust’s Communications Team to effectively promote the venue, compiling brochures and other promotional material as required.  Participate in appropriate marketing, business and networking events to raise the profile.

-Act as licensee for the Lakeside complex (including café), ensuring that legal obligations are fulfilled at all times.

-Work with the Trust’s Countryside and Activity team at Roadford to create and promote activity packages aimed at corporate markets (i.e. away days, team building and CSR initiatives) or group leisure markets.

-Write budgets and be accountable for financial performance of the venue.  Carry out regular monitoring and analysis of the business performance.

-Work closely with the Cafe Manager, ensuring that both areas of the business operate effectively alongside each other, sharing resources and employees where appropriate to maximise efficiency.

-In future take the lead for promoting and securing venue hire visits and other South West Lakes Trust sites.

-Lead by example when it comes to maintenance and cleaning of the equipment, furniture and facilities - accepting only the highest standards.

-Ensure the highest standards of safety and hygiene, always following relevant health, safety and security procedures and making employees aware of their responsibilities. The role-holder will be a key holder and will take responsibility for the security of the premises.

-Handle customer enquiries and complaints effectively

-Perform such other duties as may reasonably be assigned by the Trust.

ESSENTIAL QUALIFICATIONS, EXPERIENCE AND CAPABILITIES:

Qualifications:

-Minimum GCSE English and Maths to C grade or equivalent.

-BIIAB Level 2 National Certificate holder with a good understanding of current licensing systems for wedding entertainment and alcohol.

-Current clean driving licence.

Experience:

-Experience in the hospitality, conference and event or venue hire industry.

-Experience in managing conference, functions and weddings for up to 200 people.

-Experience in developing and implementing creative marketing campaigns and driving sales, vision and creativity.

-Proven track record of building venue hire business.

-Proven experience of managing, training and motivating employees.

Capabilities:

-Smart personal appearance and professional image.

-Enthusiasm and ability to work under own direction.

-Flexible and mature with the ability to communicate effectively with a wide range of people.

-Attention to detail, with proven organisational and planning skills.

-Ability to proactively promote and introduce the venue and confidence to make the first contact with potential new clients

-Excellent customer service skills both on the telephone and in person, a great listener with professional written skills.

-Proven people management and negotiation skills. Good analytical and communication skills, both oral and written, particularly in dealing with group clients.

-Able to accurately administer paperwork and ability to work within budgets.

-Computer skills such as outlook, excel and word.

Preferred:

-A working knowledge of Devon and Cornwall and an appropriate network of contacts across the Westcountry and regional business community.

-A proven track record of organising a wide range of events, indoor and outdoor, showing vision and creativity from concept to marketing and delivery.

-Recognised catering or hospitality qualification.

-Intermediate Food Hygiene (Level III) qualification or equivalent.

-Customer service qualification.

-Health and Safety industry recognised qualification.

-Personal Licence holder.