JOB TITLE: Presentation Operations Manager
REPORTING TO: General Manager
LOCATION: St James Quarter, Edinburgh
HOURS: 40 hours per week, 5 DAYS OVER 7
SALARY: Competitive
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 Presentation Operations Manager is a key management role responsible for the world class cleaning operation at St James Quarter (SJQ). Overseeing the daily running of SJQ from a cleaning and presentation perspective to ensure a welcoming, clean and safe environment whilst working closely with all teams and achieving the highest standards and positive interactions with customers. The Presentation Operations Manager is responsible for the implementation of the strategic direction for Cleaning Operations on site, managing the operating model including overall building presentation, future developments of the quarter and engaging and managing the cleaning team all with a focus on enhancing guest experience. The Presentation Operations Manager must be a leader and a role model to the cleaning team on site who work on a shift basis 24 hours per day, 7 days a week.
KEY RESPONSIBILITIES
§ Lead the Cleaning / Presentation team, with the support of a Deputy Manager and Supervision 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
§ 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
§ Focus on strategic planning and implementation of best practice initiatives and innovation ensuring we remain at the forefront of cleaning and operational practices.
§ Manage recruitment, induction training, developing, and retaining of colleagues and ensure continued ongoing focus and report on monthly
§ Ensure adequate quality performance measures (KPI’s/SLA’s) are adhered to and any non-compliance is resolved in a professional manner with clear plans and next steps visible to all
§ 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.
Team Management
§ Lead and support a number of direct reports, including holding regular one-to-ones, and creating development plans for the team as well as work alongside HR and Learning and Development teams to deliver Guest Experience training for all colleagues and participate, where necessary.
§ Be part of duty management rota.
§ Work with the Senior leadership team and 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.
Communication
§ Ensure effective operational communication including meetings, handovers and reporting.
§ Attend weekly/monthly business progress meetings and team meetings as required.
Brand Enhancement
§ Ensure close liaison with the senior leadership team including Operational Management, Retail & Hospitality, Technical Services, Marketing and Business Development Manager, to understand team involvement and requirements for aspects of SJQ
§ Consistently exceed customer expectations and deliver long term, sustainable customer satisfaction both internally and externally.
§ Satisfy guest expectations of value by understanding the relative importance they place on quality of services and facilities.
Background & Skills
§ Able to manage complexity and able to deliver with short deadlines.
§ Ability to work in a team environment and autonomously. High energy, calm under pressure, real team player.
§ Demonstrates drive, resilience, open and innovation when working in a dynamic and fast paced environment. Decisive and collaborative in equal measures.
§ Experience in managing and coordinating crisis and emergency response.
§ Excellent verbal, written, interpersonal & communication skills.
REQUIRED SKILLS AND EXPERIENCE
Requirements – Qualifications
§ Microsoft Outlook, Word, Excel, PowerPoint.
§ Proven experience in 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.
