Business Support Officer

Eclipse Hotels Group is an international family owned hotel group who are headquartered in West London. Our company\’s current portfolio includes brands such as Holiday Inn, Holiday Inn Express and CiTi Hotels, located across the UK, Europe and the Caribbean.

An excellent opportunity has arisen for a Business Supoort Officer at our Holidays Inn Express Poole. You will have the opportunity to join a developing employer who has the passion and drive to deliver first class service and a quality employee experience.

The moment our guests step into one of our hotels, they walk into a genuinely memorable experience. As our Business Supoort Officer you\’ll provide overall leadership and direction for our hotel by maximizing financial returns, driving the development of people, creating and maintaining a unique guest experience, executing on brand standards and building awareness of hotel and brand in the local community.

• Discounted Hotel Rooms at 5000+ IHG Hotels worldwide. With 50% off Food and Beverage Services
• Employee Assistance and Welfare Program
• Health Plan
• Life Insurance
• Cashback and discounts on the leading high street retailers
• Complimentary Meals on duty
• Employee of the Month and Employee of the Year celebrations
• Recommend a friend scheme
• Excellent Training & Development

What will your key responsibilities and duties be?

• To oversee the hotel in all aspects, including operations, revenue, finance, human resources etc. to achieve the highest service standard and business performance;
• Drive sales and Revenue to increase profitability, whilst reviewing labour and costs on a regular basis.
• To manage all hotel departments, to ensure high standard delivery of services daily in all aspects, including Front Office, Housekeeping, F&B, Maintenance etc. to meet or exceed the brand standards;
• Actively liaise with our Brand Company and Head Office in all key metrics, identify quality gaps and training needs, create action plan and follow through to improve hotel performance;
• To best hire, retain and engage your Team Members through effective recruitment and training;
• To report and highlight operational issues to company director and relevant departments in Head Office to ensure actions have been followed up on a timely manner;
• Create a warm welcome to everyone and set the tone for each of our guests\’ experience.
• Oversee HR related responsibilities in accordance with rules and policies.
• Develop your team and support the improvement of their performance through effective coaching and feedback. Create clear objectives, recognise good performance and manage underperformance.
• Ensure your team are legally complaint in every area.

How will you achieve this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It\’s what connects every Team Member throughout our brand of hotels. Each hotel delivers True Hospitality in their own way, making them unique. At the heart of it is our key core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with our guests
• True Confidence: having the knowledge and skills to perform your role, and giving our guests the confidence that they can trust you, to help and support them during their stay
• True Listening:focusing on what our guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: is about providing our guests with what they need, and doing so in a timely and caring manner

What we are looking for:

• Previous management experience in a similar role.
• Have a strong all-round knowledge of Front Office, F&B, Finance, Revenue and Human Resources etc;
• An in-depth knowledge of Food Safety and Health & Safety Standards.
• Experience in supporting training processes, including delivering training and maintaining training records are essential for this role;
• Proactive, composed, enthusiastic, approachable, able to build strong rapport with guests and managers, and able to motivate your team under pressure;
• Excellent communication skills in all aspects; good organisational and administrative skills with an eye for detail;
• Your problem-solving skills will turn issues into opportunities so that every one of our guests leaves with great memories.
• Flexibility – nights, weekends and bank holiday shifts all come as part of the job!

We are an equal opportunity employer. We believe in recruiting a diverse workforce that promotes inclusive, people focused culture.

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