Overview
Divisional Service Delivery Manager - Houghton Regis In this role you'll provide a comprehensive focused support to Premier Inn hotels which ensures excellence and standards are at the core of our operational delivery.,
Responsibilities
* You will ensure the efficient and effective provision of Housekeeping in Premier Inn / Hub sites including -
* Influencing the Housekeeping labour management via tools such as Genie and Laundry flex model via the TLG · Support Demand forecasting as required
* Provide relevant and actionable insight via regional support to enable quartile performance management, helping our teams to improve operational and commercial efficiency.
* Provide 'visible' regional and divisional support for our OD, ROM and HM teams; share best practice, support development via coaching in underperforming sites. This includes on call support across the working week
* Be the HK 'expert' for our Ops leadership teams providing high levels of service.
* Be on hand to provide remote support on in site support to keep our hotels trading and delivering
* Provide labour efficiency support to deliver HK model
* Manage ops supply relationships with laundry suppliers/factories
* Monthly and Quarterly reviews with laundry Service teams and laundry GM's - regular reviews of individual factory performances including rejects, short deliveries, ragging, replenishment, punctuality and associated action plans
* Drive continuous improvement plans with suppliers, Support Centre and Operations
* Managing supply relationships with relevant suppliers, factories and partners across the UK.
* Manage reporting for each regional supplier / partner and agree action plans to correct performance issues
* Work closely with Procurement team to ensure all contractual terms and conditions are adhered to by suppliers and partners
* Manage the 3rd party supply chain for all new Premier Inn hotels & future pipeline
* Ensure Housekeeping Standard Visits completed across the Division in relevant areas and support bottom performing site
* Work closely with the ODs, ROM's & Brand Standards team to support delivery
* Work collaboratively with internal stakeholders to drive two-way communication and feedback regarding standards, suppliers and products
* Hold regular listening sessions with HK team members and HHK
* Work with All Ears team and Our Voice reps to address / answer Housekeeping specific feedback and or concerns
* Be the operational expert for training updates in Housekeeping supported by two-way comms/feedback
Qualifications
* Thorough understanding of Premier Inn operations
* Transport planning and logistics skills
* Strong understanding of Service Recovery Methods in Customer Services
* Able to coach & influence team members on the correct management of laundry, consumables
* Excellent communication skills and ability to extract relevant information for decision making
* Analytical capability to interpret supplier and brand performance - ability to translate data into 'the story' and to share best practice.
* Influencing skills to ROM and OD level - flexible in style to suit audience
* Excel and Word proficient
* Excellent team player; highly collaborative style Self motivated, enthusiastic and adaptable
* Full Clean Driving Licence
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