Youthworks Outdoors
24 June
Written By Human Resources
Division/Branch: Outdoors
Location: Royal National Park (Sutherland), NSW
Job type: Fulltime
Closing date: As soon as positions filled
Youthworks Conference Centres provide a place of temporary community for groups for relational and personal growth. We are intentional partners to schools, churches and like-minded community groups through networking, collaboration, and facilitation of Word ministry. We are providers of outstanding venues in amazing locations and Christian hospitality. We believe our interactions with our guests and each other are opportunities to promote and proclaim the gospel.
About the role
The Guest Relations Assistant Team Leader has responsibility to assist the Guest Relations Team Leader in coordinating the elements of the day-to-day onsite operations to create a seamless guest experience. This includes but is not limited to, overseeing team member direction, facilitation of meal service, maintaining open lines of communication between stakeholders.
Your responsibilities
Team Leading – Housekeeping Contractors and Staff (casual employees)
- Lead the day to day including but not limited to addressing any staff or guest questions and problems and finding solutions including elevating the issue to the Centre Manager as required
- Lead team/task related meetings including communicating updates on best practices and continuing expectations
- Lead the team in bible devotions and prayer time
- Overall responsibility and leadership of the team through rostering, training, supervising, mentoring and performance monitoring of Housekeeping staff
- Provide clear direction to Housekeeping contractors and staff for day-to-day tasks required to run operations and maintain facilities
- Ensure policies, procedures, and risk management strategies are maintained and adhered to
- Support, disciple, challenge and encourage the Housekeeping staff, depending on what the situation requires
- Provide feedback that is honest, open, and constructive
- Serve as a positive role model, guide, and supporter to the Housekeeping contractors and staff by modelling desirable behaviours
- Ensure that the Housekeeping staff are wearing appropriate clothing including supplied uniform items and as necessary PPE
- Promote a culture of continual improvement
- In conjunction with relevant stakeholders in a timely manner, action the ordering and stock control for relevant inventory to ensure that Housekeeping operations can proceed effectively
- Ensure that pay information is completed fortnightly and submitted to the pay office within delegated timeframes
Guest Relations - Hosting
- In the absence of the Guest Relations Team Leader, act as the primary guest group contact, delegating this task to other team members when required
- Ensure that the Centre(s) are properly prepared and ready for each incoming group and reset after each group’s visit, to the incoming groups requirements
- In the absence of the Guest Relations Team Leader, oversee and assist in the day-to-day management of Guest Relations operations, across a 7 day a week roster, including but not limited to ensuring adequate Guest Relations staff are rostered to fulfil guest group requirements
- Be on call outside of hours on approximately one weekend per month, to facilitate guest groups when unforeseen circumstances arise.
General Guest Relations Service Provision
- Follow the safety and procedural protocols contained in Youthworks’ documentation
- Assist the Guest Relations Team Leader to ensure adherence to proper food safety standards
- Ensure that all equipment used is in safe working order, checked regularly and any faults reported to management, ensure equipment is not used until safe
- Aid in daily and weekly equipment cleaning and maintenance.
- Assist the Guest Relations Team Leader in maintaining high standard of cleanliness and hygiene in all area(s)
Housekeeping Service Provision
- Manage a high-quality guest-centered housekeeping service that achieves a pleasant experience for guests and promotes Youthworks in a positive way
- Ensure that housekeeping service is provided to guest groups in a timely fashion including liaising with relevant Youthworks Outdoors’ contractors in regard to appropriate timing and relevant areas to clean
- Ensure that relevant linen service is provided including when necessary but not limited to making of beds, removal / replacement of dirty linen, and regular changeover of linen
- Ensure that the Centre(s) are properly prepared and ready in a timely manner for each incoming guest group, including but not limited to, guest rooms, bathrooms and common spaces.
- Ensure that all housekeeping equipment and related items are stored properly and maintained to the appropriate standards
- Responsible for general cleanliness of the main office area, staffroom space and the allocated casual staff accommodation areas
- Responsible for the upkeep and general cleanliness of all housekeeping related areas such as but not limited to chemical storage and linen storage areas
Administrative Duties
- As required, address any staff or guest questions and problems, finding solutions including elevating the issue to the Guest Relations Team Leader
- Develop strategies to promote team members adherence to Youthworks’ and industry regulations and performance goals.
- Communicate team goals and identify areas for new training or skill checks
- Ensure policies, procedures, and risk management strategies are maintained and adhered to
- Support, disciple, challenge and encourage the Guest Relations team, depending on what the situation requires
- Provide feedback that is honest, open, and constructive
- Influence, inspire and support the Guest Relations staff through mentoring / coaching / instruction / leading by example
- Pass on feedback from guest groups to staff on a regular basis
- Serve as a positive role model, guide, and supporter to the Guest Relations staff by modelling desirable behaviors
- Promote a culture of continual improvement
- Ensure budgeted expenditure limits are adhered to
- In conjunction with relevant stakeholders in a timely manner, action or oversee the ordering, stock control and authorization of invoices for relevant inventory to ensure that Guest Relations operations can proceed effectively.
- In collaboration with Port Hacking Center’s senior staff, ensure Guest Relations initiatives have clear outcomes within a broader strategic plan and support Youthworks’ guiding principles, risk management, and learning outcomes.
Additional Responsibilities
- Manage high quality guest-centered service that achieves a pleasant experience for guests and promotes Youthworks in a positive way
- Interact with guests in a friendly and courteous manner and communicate accurate and consistent information as it relates to Youthworks’ policies and procedures
- Attend and be an active participant in weekly operations meetings
- Accurately maintain and keep up to date relevant records as needed by Youthworks and industry standards
- Provide input and feedback on system improvement measures that ensure excellence in service to guests
- Ensure that any irregularities in operations and systems are reported to relevant stakeholders as soon as possible.
- Undertake other duties related to the role as directed by the Centre Manager or the Head of Youthworks Outdoors.
You will need to demonstrate
- Attend Youthworks conferences, events, and training
- Adhere to Youthworks policies and procedures
- Propose and undertake appropriate professional development
- Keep abreast of industry knowledge, initiatives, and changes for continuous improvement in service delivery
- Perform additional duties within skill set as required from time to time
- Comply with Youthworks standards as well as industry regulations and safety standards
- Contribute to the improvement of the policies and procedures
- Ensure all relevant reporting occurs promptly, is enacted as needed and filed accordingly
- Model Christian behaviour in all aspects of the role
- Work autonomously and effectively in a ministry environment where it is important that time is used efficiently, honestly, and resourcefully
- Be an active team member participating in team meetings and devotions, and be an active member of the Youthworks community
- Demonstrate continual commitment to Youthworks’ Mission
- Work consistently with the values and ethos of Youthworks as a Christian employer
What we would really like you to have
SKILLS, KNOWLEDGE, AND EXPERIENCE (SELECTION CRITERIA)
Essential
- Exhibit a personal Christian faith
- Have experience in housekeeping / commercial cleaning
- Have experience leading a team
- Show proven knowledge of Industry and Safety Standards
- Be willing to attain and maintain church-based safe ministry / safe church training programs endorsed by the National Council of Churches in Australia Safe Church Program
- Be flexible, collaborative, proactive and innovative
- Be committed to personal ongoing learning
- Have excellent organizational and time management skills with the ability to multitask and to be flexible to reflect changes in priority
- Be computer literate in Microsoft Office applications
- Have well-developed written and verbal communication skills with a focus on providing strong customer service
- Have a systematic and focused approach to tasks with a strong attention to detail
- Be able to work with a wide range of employees to achieve effective outcomes
- Have a strong work ethos
- Hold a current drivers license
- Be willing to work within an Anglican organisation
- Be committed to work with Youthworks mission
- Have a verified and Cleared NSW Working With Children Check number for paid employment
Desirable
- Chemical handling qualifications
- First Aid certification
- Mental Health First Aider certification
Additional information
Own transport is essential as there is no public transport anywhere near the Port Hacking Conference Centres.
