Purpose of Job: 

Supervise and organise the support services department and function, including the department rota.

To Give Technical Support and Advice to all Clients

To Give Technical Support and Advice to all Staff

To set up and maintain all Missenden Abbey Equipment and systems

To be the first point of contact for external support companies relating to the AV/IT Systems

Plan and Implement upgrades and replacement of Missenden Abbey systems

To provide professional support to all clients and staff in areas of basic maintenance, housekeeping, reception and security.

Provide and ensure a friendly, efficient and professional customer service to all visitors and employees of the Abbey and consistently exceed their expectations

Maintain and develop existing processes and procedures, use of all internal systems and equipment to support business objectives.

Co-ordinate, develop and promote Missenden Abbey brand, services and products at all times.

Special Notes or Conditions: 

The working week is any 5 days over 7.

This list is not exhaustive and will be reviewed periodically when adjustments may be made.

This job is under the new Missenden Abbey Contract along with the Terms and Conditions

Main Duties and Responsibilities:

Please consider impact on: Customer- People - Partners - Performance (Physical)

Customers

        To maintain good liaison and communication between Reception and all operational teams to ensure a seamlessly smooth and efficient delivery of client requirements as well as working with Reception team consistently recommending solutions and pre-empting possible problem scenarios regarding the meeting room set up and IT client requirements

        Have the ability to handle all telephone, email and face to face enquiries from clients  

        Ability to constantly prioritise, while delivering best service to all customers at all times

        Contribute to Meet and Greet process for all clients to ensure that they are fully briefed on equipment provided in meeting rooms.

        Provide hands on IT/ Technical support to all clients during their stay.

        Ensure all customers and accounts feel special. Take time to spend time with all customers so that their needs are filled and they walk away happy.

        Support co-ordination of all in house conference and event business on a weekly basis.

        Carry out set procedure in the event of an emergency, i.e: fire or accident which may require the attendance of the emergency services and first aid.

        Carry out general support service type duties for clients and staff as necessary, including moving furniture, deliveries and luggage.

        Provide occasional car park duty when MA is busy to ensure maximum use of space available.

        Work with the Hotel Manager on implementation of an annual internal promotional plan.

        Promote and report all customer feedback through questionnaires, or conversation to the Hotel Manager

People

        Establish and maintain effective working relationship with Colleagues, Managers and all customers at all times

        To show top class communication skills, verbal, written and face to face, excelling on a daily basis.

        Communicate effectively to ensure all departments, employees and clients interpret and respond clearly and effectively to spoken requests over the phone, radio or in person, and to verbal or written instruction

        Attend weekly Operations meetings, and other meeting as and when required and actively participate in these meetings.

        Receive, take and pass on messages in absence of colleagues or other departments.

        Be a team player, cover shifts when possible, be flexible and a caring helpful member of the team that all departments at the Abbey can rely on and can come to at any time.

        Assist your team and others in Missenden abbey when they are learning new skills and provide aspects of training for Duty Management.

     Enjoy working in a successful and established team, bringing new ideas to your team and developing on those ideas. Be a committed 'team player'.

    Create an environment of enjoyment where your team members and other colleagues enjoy the atmosphere of fun that is created and want to come to work and be in a great environment of inclusivity.

   Perform Duty Manager shifts, as and when required.

Partners

        Create and participate in a great customer focused environment to facilitate effective account management with the top clients and all repeat customers at the Abbey.

        Work on developing partnerships both internally and externally that benefit both Missenden Abbey and the University.

        Work closely with University's central services i.e. Building & Estates, HR, Finance, IT and Business Systems to maintain compliance with set policies and future developments

        Sit on any committees that require an understanding of University business and direction as requested by the Hotel Manager and liaise where appropriate with relevant stakeholders to ensure that the sales and operations are considered at all times in the planning of any activities, including academic activities, at the university

Performance

        To show top class communication skills, verbal, written and face to face, excelling on a

     Daily basis.

        To ensure Equipment and systems are maintained in good order.

        To Be responsible for cctv system including the review and archiving of ,material for the police

        To manage the department's budget for the investment and updating of IT/AV systems and conference material

        To be responsible for monitoring and ordering consumable supplies used by clients.

        Work with your line manager to maintain costs budgets in your area for general maintenance and IT services.

        To be responsible for the upgrading of Technical Equipment and Abbey systems

        To provide a rapid response back up service for technical equipment and systems during normal working hours Monday- Sunday.

        Fully understand the Guestline booking system and check details daily to ensure the client process is smooth flowing.

        Consistently review conference diary to ensure that selling space is best optimised and used according to client specification.

        Support Reception, Event and Hospitality team with setting up for events and advice on what is necessary to provide professional and safe environment whilst maintaining highest capacity. Ensuring that operationally the venue can meet and exceed customer expectations.

        Provide maintenance, repair and improvement to the fabric of the building within the abbey under guidance of Building & Estates team, including investigation, diagnosis and correction of defects and faults as appropriate.

        Ensure that Badger - Maintenance system is updated consistently and accurately and track and report on progress on outstanding issues.

        To be the liaison between Missenden abbey and Building estates at Bucks New University

        Ensure that all conference areas are set up to the highest standard and equipment is checked

        Complete IT and Support services procedures/handover as required as laid out in the Standard Operating Procedures.

        Perform regular patrols around the buildings and grounds to ensure safety and security of the buildings and the clients.

        Perform regular fire alarm tests, emergency lighting, fire exits and fire extinguishers checks and in accordance with H&S procedures.

        Regularly check and maintain lighting in all areas to ensure that is fully functional. Monitor and maintain stock of lighting provisions.

        Attend weekly Operations meetings, and other meeting as and when required and actively participate in these meetings.

        Maintain duplicate keys log and ensure that all duplicate keys are signed out/in. To report any lost keys to operations manager.

        To maintain a high standard of personal hygiene and appearance at all time, wearing at all times the uniform in the correct fashion

        To maintain the external ground areas of  in a clean and professional manner at all times

        Manage the balance between customer satisfaction and effective business management, deal with last minute changes and solve problems as they arise in calm manner, while maintaining high attention to detail

Other

• Be a strong ambassador of Bucks New University and Missenden Abbey at all times.

• To advise the Hotel Manager on all technical matters current and future, including projects which involve capex spend.

• Attend and complete any training courses as and when required

• Maintain a flexible, adaptable work life balance

• Be the liaison between Missenden Abbey and the University IT business partner.

• Be the liaison between Missenden Abbey and the University Building and Estates Team

• To be aware of relevant Health & Regulations and act/comply accordingly.

• Perform Duty Manager Shift when and if necessary

• Any other reasonable duties as agreed with IT and Conference Services Manager

• Competitive Salary: Reflective of your experience and contributions.

• Generous Leave: 25 days of holiday per year, plus bank holidays.

• Exclusive Benefits: Access to a range of benefits and discounts throughout the hotel, as well as student discounts.

• Perks: Meals provided on duty and free car parking on site.

• Work Environment: Join a fun and evolving venue where your contributions are valued and your career can grow.