JOB TITLE: Deputy Presentation Operations Manager (Cleaning)
LOCATION: St James Quarter, Edinburgh
REPORTING TO: Presentation Operations Manager (Cleaning)
SHIFT PATTERN: 4 SHIFTS OVER 7, 40 hours per week
SALARY: £37,000.00 per annum depending on experience
Role Overview and Purpose
St James Quarter (SJQ) is a world-renowned retail-led mixed-use destination comprising 850,000sf of prime retail, food and leisure space, a multi-screen cinema, a world class “W” hotel, 152 private apartments and a 4-star aparthotel.
Purpose of the role
The Deputy Cleaning Operations Manager is a key management role to assist with managing the world class cleaning operation of St James Quarter (SJQ). Overseeing the daily running of SJQ from a cleaning perspective to ensure a welcoming, clean and safe environment whilst working closely with all teams. The Deputy Cleaning Operations Manager is responsible for the daily cleaning operations on site, supporting the operational delivery including enhanced clean regimes, recruiting, and engaging the cleaning team all with a focus on enhancing guest experience. The Deputy Cleaning Operations Manager must be a leader and a role model to the cleaning team on site ensuring an engaged and positive culture while maintaining a well-run effective and innovate cleaning operation.
The job holder will support the Cleaning Operations Manager to ensure a high-quality service is delivered and maintained at all times focused on innovation, service excellence, enhanced cleaning and team morale. Working within the framework of SJQ initiatives and guidelines, the Deputy Cleaning Operations Manager will ensure the cleaning operation achieves the high standards and positive interactions with customers as the global flagship of the St James Quarter deserves.
Main Duties
Key Responsibilities/Accountabilities:
§ Lead the Cleaning / Presentation team to ensure there is a positive, motivational, supportive working environment.
§ Ensure advanced planning of all cleaning operations including periodic tasks with clear schedules and sign off of all duties and tasks complete
§ Manage the day-to-day cleaning schedules supporting the operational team to ensure delivery
§ A focus on training and development of the team to establish good working practices with a vision and focus on both cleaning operation and creating meaningful positive customer experience interactions ensuring weekly training topics are delivered to all teams
§ Hold regular team meetings with the Supervision Team on site ensuring a one team approach
§ Manage the recruitment process
§ Ensuring excellence for Cleaning operations throughout SJQ includes, but not limited to:
- Security, Health and Safety and compliance
- Cleaning standards
- Colleague Grooming and presentation
- Guest and Staff Interaction & Staff courtesy
- Ambience of St James Quarter
- Best Practice and Innovation
§ Ensure high standards are always achieved, being flexible to meet the changing operational needs on a continual basis and to suggest new initiatives to ensure continuous improvement and best practice are continually delivered.
§ Conduct daily audits of standards and provide feedback to the teams on a daily basis
§ Ensure the cleaning and presentation team are equipped and have the knowledge to positively impact the guest experience for all estate users daily
§ Work closely with all stakeholders and departments at SJQ adding value and promoting team work throughout.
§ To manage and supervise the delivery of colleague’s rosters ensuring operational demands are met and advance planning
§ Lead and advise the team in managing absence and holiday records including sickness and annual leave for all colleagues
§ Carry out and manage daily centre audits to ensure high standards of cleanliness and safe environment is always evident throughout the centre
§ Manage recruitment, induction training, developing, and retaining of colleagues and ensure continued ongoing focus and report on monthly
§ Support in the delivery and meeting of all site (KPI’s/SLA’s) ensuring the team are aware of performance and action plans implemented and managed
§ Delivery excellent leadership, communication and motivation to the site-based team including communicating daily so that a sound communication channel exists in order that team goals can be achieved.
§ Ensure on-site Supervision Team manage their teams ensuring they are fully conversant with their individual tasks and responsibilities.
Team Management
§ Lead and support supervision team, including holding regular one-to-ones, and creating development plans for the team.
§ Ensure the team deliver exceptional operational standards along with excellent and meaningful guest interaction
§ Always ensure effective and consistent communication throughout the team with the assistance of the Operational Supervision Team.
§ Work with the Cleaning Operations management team to forward plan staffing ensuring capacity is met, with particular attention paid to how the service is scaled during peak without sacrificing on SLAs.
§ Ensuring all team members are valued employees and have clear development plans.
§ Work alongside HR and Learning and Development teams to deliver Guest Experience training for all colleagues and participate, where necessary.
Communication
§ Ensure effective operational communication including meetings, handovers and reporting.
§ Attend daily/weekly/monthly business progress meetings and team meetings as required.
§ Written reports to aid in company communication both internally and externally should prove concise and sound.
General Responsibilities
§ Be continuously on the look-out for new world-class services and systems that would enhance our cleaning operation and guest experience offering
§ Lead the cleaning and presentation standards throughout the estate ensuring daily delivery and forward planning
§ Ensure that Standards of Excellence are consistent in all our cleaning and presentation standards
§ Set the example of being a Luxury Hospitality/Retail Services representative within SJQ in behaviour, presentation and in all means of communications.
Background & Skills
§ Preferred experience in similar role ideally within either the Retail, Hotel or Tourism and Travel industries.
§ Able to manage cleaning operation and experience in similar operation
§ Ability to work in a team environment and autonomously. High energy, calm under pressure, real team player.
§ Experience in managing and leading a large cleaning team with a focus on ensuring high morale at all times
§ Good attention to detail within the cleaning industry
§ Health and Safety IOSH Managing Safely
Requirements – Personal Characteristics
§ Able to work weekends/late nights, shift cover to ensure full management of our operation
§ Able to have difficult conversations, clearly explains initiatives in sufficient detail to gain understanding, and the support of internal and external customers and partners.
§ Considered a ‘go to’ person for the internal cleaning team on site providing daily direction and support
§ Credible across service areas, creates positive working environments, manages conflict.
§ Demonstrates high personal standards, able to identify positive behaviours in others.
§ Demonstrates consistent excellence in standards, behaviours, knowledge and skills.
§ Develops knowledge and skills of others to deliver objectives.
§ Experienced in training, coaching and developing others.
§ Motivated to participate in development opportunities that increase capability and performance.
§ Self - aware, positive interpersonal skills yet determined. Bounces back after setbacks.
§ Willing to integrate across service areas, cross functional customer experience improvements are developed and implemented to the benefit of the organisation.
Requirements – Qualifications
§ Microsoft Outlook, Word, Excel, PowerPoint.
§ Proven experience in cleaning operational management
§ Proven experience in developing others.
Benefits
We’re proud to offer a great range of benefits including:
For more information about ABM’s benefits, visit our careers page
ABOUT US
ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.
ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.
