The Friars, Aylesford is a medieval priory, home to a religious community of Carmelite Friars, set in 44 acres of beautiful grounds. It operates as a Pilgrimage and retreat centre with a guest house, conference suites, tea room, gift shop and dining facilities, attracting over 100,000 visitors a year.

Due to one of our long standing Managers (27 years service) retiring, we are pleased to offer this superb opportunity for an experienced Manager with a proven track record to join our team.

Requirements:
• Proven Experience as hospitality Manager
• Can do attitude
• Solid understanding of hospitality procedures and ability to use booking systems
• Computer literate and proficient in Microsoft office and excel
• Outstanding communication (verbal & written)
• Excellent customer service skills
• Effective networking and building connections
• Flexibilty

Duties and Responsibilities

• To lead and support the Hospitality team utilising commercial acumen and business knowledge to drive sales and improvements in department performance pushing beyond set targets whenever possible.

• To handle enquiries for meeting rooms – both day and residential meetings and retreats, weddings and events.

• Create and lead a culture of outstanding customer experience for our customers to ensure repeat business. Identify and implement initiatives to enhance the customer experience.

• To ensure that the client/guests needs are fully understood and their requirements met, and maintain a high level of professionalism when dealing with day to day situations.

• To ensure that all Guest House business operations, including customer service are up to the highest standards.

• Ensure the online booking system is utilised to its full potential with the view to maximize occupancy and rates.

• To liaise with the Conference Centre Supervisor at all times and help with the preparation of the conference rooms and forward planning of Cleaning rotas as necessary.

• Drive the highest standards of housekeeping ensuring that Staff are focused on cleanliness and presentation at all times. Meet regularly with Head Housekeeper.

• To oversee the smooth running of Reception, Guesthouse Laundry departments and the North Barn.

• Responsible for the management of all staff to include staff rotas, performance management and training.

• To manage the conference diary accurately and ensure that an effective and efficient system is in operation for correspondence, filing and retrieval of information.

• Oversee the inputting of invoice information onto the Sage system of accounting if necessary.

• Ensure continuity of contact is maintained with the client from enquiry to after- sales telephone call.

• To resolve any complaints which may occur in a professional manner, discussing with the Operations and Business Development Manager where necessary.

• To report any maintenance issues, via the maintenance book, to the Estates Manager and check they are dealt with as soon as possible. Report potential risks, real accidents and near misses to the relevant Manager.

• To prepare the monthly figures/reports and yearly budgets as requested by the Operations and Business Development Manager.

• To ensure accurate data is passed to payroll monthly as required.

• To check with the Community about any new business of which we are unsure, to check that it is acceptable to take a group before entering into a contract

• To liaise with the Shrine Secretary as necessary regarding group chapel bookings.

• To oversee the work of the Assistant Hospitality Manager, to support and assist with any queries.

• To attend training as and when required.

• Ensure that all work is carried out in line with The Friars Health & Safety policy, safe systems of work and any other written procedures or verbal instructions which may be issued from time to time to improve safety, and to attend Health & Safety meetings when required.

• To be a member of the Trading Operations Management Team.

• To accept any minor additions or deletions in the above responsibilities as may from time to time be necessary in the fulfillment of the job function. Any major change would first be the subject of discussion and agreement.