Job Description
Organisation Lawn Tennis Association Salary up to £32,000 per annum depending on experience Location The National Tennis Centre, 100 Priory Lane, Roehampton, London SW15 5JQ Contract type Permanent Closing date 1 September 2024 Job Description About the RoleOur vision is ‘Tennis Opened Up’, and our mission is to transform communities through tennis, focusing on three areas – making tennis welcoming, enjoyable and inspiring to everyone.As the Operations Support Manager you will lead and inspire a team to deliver a world class customer experience at the NTC. Leading from the front you will manage the team to deliver a best-in-class service ensuring every visit is a memorable one. This is a diverse role providing lots of opportunities to develop yourself and manage across different areas of the business, whether that be developing your team members to be the best version of themselves, engaging with key partners to deliver major events or managing day-to-day operations, you will play a key role in positioning the NTC as a truly world class facility.Key AccountabilitiesCleaning & Housekeeping• Ensure that the day-to-day cleaning and housekeeping standards for all facilities are delivered to a 5* standard.• Delivery of cleaning excellence to all areas of the building, both indoors and outdoors.• Ensuring all residential accommodation is prepared for guest arrival and maintained during their stay.• Organise stock control against budgets.• Lead and deliver an on-going planned deep cleaning regime.Facilities and Residential• Supervise the effective delivery of all housekeeping of the residential bedrooms.• Always ensure efficient management of the laundry service and clean towels.• Provide daily support to ensure all courts are cleaned, maintained, and watered.• Ensure meetings, events and functions are setup and delivered with excellence.• Assist in supporting the smooth operation of the carpark, during busy periods.People Management• Recruit, manage and develop a team of General Assistants to support the operation of the NTC.• Manage all rotas and schedules for the team.• Coordinate training for all General Assistants, working with the People Team.Duty Management• As shift leader you will ensure day to day issues are dealt with and be the first point of contact for finding solutions for all visitors to the NTC.• You will deliver an exceptional customer service through the management and direction of staff. You will act as a positive role model to the team by always delivering the highest of standards.• You will undertake the day-to-day management of the Operations team, working within policy and procedures. Ensuring the highest standards of Health and Safety, Cleanliness and Customer care.• Take ownership of problems and difficult situations and resolve these promptly and effectively.• To manage and develop your allocated area of the business.• To assist in the set up and delivery of events and competitions as required.• Flexibility to work shifts as part of a rota, inclusive of early mornings, evenings and weekends, across a seven-day operation. To be available for ‘24 hour call out’ as and when required, and to act as a key holder for the premises.• To take responsibility and manage the day-to-day relationships with contractors ensuring all works are complete to the required standards.• Ensure security of all monies are safely stored, ensuring financial regulations are adhered to and any discrepancies are investigated and reported.• Ability to use IT software in the business.• To take responsibility for the attendance and timekeeping of staff, carrying out return to work interviews and to take effective action on poor punctuality and performance as required.