Club Manager -

Location
Godalming, Surrey
Salary
£34,000 - £38,000
Posted
02 Jul 2019
Closes
30 Jul 2019
Ref
5240
Contract Type
Permanent
Hours
Full Time

Club Manager
Godalming

Charterhouse Club is a major player in the Godalming leisure market catering for over 1800 public members, a further 500 pay as you go members, 800 Charterhouse School students and over 500 members of School staff and their families. With a reputation for outstanding service, the Club employs over 80 full-time, part-time and casual staff including sports and group exercise instructors. In addition, the Club also hosts a number of events each year including both internal School and external public-facing events, such as the Surrey Para Games, as well as being intrinsically involved at an organisational level in other local activities and events such as The Godalming Run.

Charterhouse Club (operating out of the Queens Sports Centre) is a separately constituted charity and company and is separate to Charterhouse School, but it has clear overlaps with the School.

VISION 
It is our aim for Charterhouse Club to be the destination of choice for everyone in the Charterhouse and Godalming communities seeking to fulfil an active lifestyle.

MISSION
The main role of Charterhouse Club is to manage the extensive indoor sports facilities at Charterhouse for the benefit of the pupils of Charterhouse School and the local Godalming community providing the greatest possible opportunity to develop an active lifestyle, in a club environment, where people feel they really belong.

We are passionate about what we do, what the Club represents, and what it strives to achieve. We pride ourselves on being independent and at the forefront of our industry.

KEY OBJECTIVE OF THE ROLE

The Club Manager will take full responsibility for all aspects of the day-to-day operational management of the Charterhouse Club, a large customer-facing, multifaceted business that is open for up to 15.5 hours per day, 7 days per week, employing over 80 full-time, part-time and casual staff. 

He/she will be accountable for all club operations including staff management and development, sales, and health and safety. He/she will provide clear and effective leadership to a very capable, multi-skilled and passionate team.

Our overriding aim is to establish a long-lasting relationship with each employee and every member or customer we come into contact with. It is our belief that this will be achieved not only through the provision of high quality facilities and programming, but through our own actions and behaviour as individuals.

Professionalism is the foundation of our business. Our core values are passion, high quality personal customer service, flexibility, dependability, and safety. The Club Manager will demonstrate and uphold personally, the Company’s Vision, Mission and Values and ensure all team members adopt these

ACCOUNTABLE

Whilst directly employed by Charterhouse Club, the post holder reports to the Charterhouse Commercial Director and will be a key member of Charterhouse School’s commercial management team alongside the School’s Events Manager, Young Learners Manager and Retail Manager.

LINE MANAGER RESPONSIBILITY
Duty Manager Team, Admin Assistants, Group Exercise Manager, Therapies Manager and Crèche Manager. 

ADDITIONAL STAKEHOLDERS
Charterhouse School Director of Sport, Director of Girls Sport 

MAIN DUTIES AND RESPONSIBILITIES

1. Operational Leadership
• Be the public face of the club leadership, first point of contact
• Deliver high quality, engaging and safe services
• Manage and deploy the staff, including management of rotas, holiday and sickness
• Induction / training / operational procedures

This will be achieved by:

1.1. Effective leadership and management to ensure the delivery of a high quality, broad ranging, safe, efficient and economic service at all times, deploying experience, judgement, discretion and sensitivity in all dealings with staff, members and other users;

1.2. The engagement of operational staff as the activities of the Club may require ensuring relevant and appropriate staffing levels are maintained at all times. Liaise with HR Manager to ensure personnel records are maintained up to date and GDPR compliant

1.3. The implementation of an appropriate induction and training programme for all staff in relevant operational procedures, codes of practice, health and safety and customer care

1.4. Working as required, including evenings and weekends, to effectively carry out the duties contained in this Job Description;

1.5. To act as Duty Manager from time to time as and when required;

1.6. To promote and manage the Charterhouse Club “Your Points of View” Customer feedback system

2. Team Leadership

• Provide day to day leadership of the Charterhouse Club team of employees
• Responsible for maintaining the culture of the team and development of individuals as appropriate 

2.1. The Company values highly the contribution each individual makes towards achieving the overall Business Objective. The Club Manager will lead by example, support, mentor and develop all team members in their respective roles and encourage and enable each one to be as fully involved as possible to ensure each and every employee has the knowledge, skills, behaviour, desire and incentive to fulfil their role to the best of their ability

2.2. Ensure all members of the Club team are reviewed at least annually in accordance with the Charterhouse Club/Charterhouse Work Review scheme. 
3. Health and Safety Management
3.1. To co-operate with the Company and accept delegated responsibility for all areas of health and safety under the provision of the Health & safety at Work Act 1974, Company Health & Safety Policy and any other subsequent and/or relevant legislation, best practice, or Code of Practice in respect of the operation of the Club and to act as the “Competent Person” in this respect

3.2. To keep under review, and update as necessary, all Operations Manuals for each area of operation within the Club, Swimming Pool Normal Operating procedures and Emergency Operating Procedures ensuring compliance with health and safety legislation and manufacturers recommendations as appropriate

3.3. To chair the staff “Health & Safety Forum” as detailed in the Company Health & Safety Policy and report its findings to the Commercial Director;

3.4. Report in to and attend the School Support Services Health & Safety meetings when required and liaise with the School’s Health & Safety Manager as required;

3.5. Ensuring that all relevant and appropriate safeguarding measures are implemented and monitored including the management of all official “visitors” to the Club in accordance with the School Safeguarding Policy and any other subsequent legal requirement;

3.6. The management of external contractors working within the Club, in particular ensuring that all legal requirements, safe working practices and permits to work are adopted by the contractor;

3.7. To take overall responsibility for the security of the premises and to be available for call out as necessary;

3.8. To accept delegated responsibility for all licences applicable to the normal operation of the Club and to ensure that all such licences are adhered to and maintained as required

4. Commercial responsibilities
4.1. Ensure the accurate and effective administration of all fees paid, activities, courses, bookings, and events using relevant systems

4.2. Assist the Commercial Director in the preparation, management and control of the Club’s annual budgets;

4.3. Agree with the Commercial Director a cost effective programme of planned and routine maintenance and liaise with the Charterhouse Maintenance Department to deliver within agreed budgets

4.4. To assist the Commercial Director and Commercial Marketing Manager in the development and delivery of marketing and promotional literature and PR activities and take an active role in the maintenance and delivery of website and social media based information content; 

4.5. To implement and lead a membership sales process to deliver new members to the Club

4.6. Develop and implement a range of measures to improve membership retention

5. Integration with Charterhouse School and other stakeholders

5.1. Maintain and develop relationships with key stakeholders and act as Club representative on appointed committees and forums (both internal and external) as required;

5.2. Liaise with other Charterhouse (School) Departments as necessary to ensure the effective operation of the Club;

6. Any other duties as may be reasonably required by the Commercial Director.

PERSON SPECIFICATION

Charterhouse Club is a customer facing, service based organisation. 

The ideal candidate will be an experienced supervisor/manager with a history of operations management, ideally in a leisure or other multifaceted business. You will be very people centric in your outlook but with a highly task-driven, system oriented skill set. You will be honest and diligent with a high work ethic. 

The role is very hands-on both operationally and, from time to time, physically, requiring regular evening and weekend working. 

Ideally, you will have a background in leisure/health & fitness operations but this is not essential, as full training will be provided. 

Desirable Qualifications (but not essential): 
Relevant leisure/health & fitness management qualification
First Aid at Work
RLSS National Pool Lifeguard Award or equivalent
Pool Plant Operators certificate 

Other desirable skills and attributes
MS Office (Outlook, Word, Excel, PowerPoint)
Knowledge of Gladstone CRM systems or other Club/Leisure management software

BENEFITS OF EMPLOYMENT

Salary £34,000 to £38,000 depending on skills and experience of the successful candidate

Start date September 2019

Holiday 30 days per annum inclusive of statutory bank holidays 

Benefits

  • Membership of the Charterhouse Club
  • Inclusion in Personal Accident Insurance Cover
  • Employee Assistance Programme
  • Death in Service Benefit

Benefits subject to eligibility criteria:

Contributory Pension Scheme
Subsidised membership of School Golf Club 

  • Probationary period 2 months

Notice Two weeks during probationary period; once the appointment is confirmed both parties are required to give at least one month notice

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