Front of House Coordinator Pax Lodge London
Recruitment Pack
November 2014
www.wagggs.org │ +44 (0) 20 7794 1181 World Bureau, Olave Centre, 12c Lyndhurst Road, London NW3 5PQ
100 years of experience behind us, 100 year of ambition ahead
Things you might want to know
About WAGGGS
The World Association of Girl Guides and Girl Scouts (WAGGGS) is the largest voluntary movement dedicated to girls and young women in the world. It has Member Organizations in 146 countries, with 10 million Girl Guides and Girl Scouts around the world.
The World Association supports girls and young women to develop confidence and life skills through self- development, challenge and adventure. Girl Guides and Girl Scouts are leaders who speak out on issues important to them, making a difference in their communities both locally and globally.
The World Association and our Member Organizations deliver innovative global education programmes, community action projects and advocacy campaigns. We deliver a well- established and unique values based approach to non-formal learning, which is international and intergenerational.
There are five WAGGGS regions – Africa, Arab, Asia Pacific, Europe and Western Hemisphere and four World Centres: Our Chalet in Switzerland, Sangam in India, Pax Lodge in the UK and Our Cabana in Mexico. The World Centres are residential training centres where girls and young women develop skills through international programmes and friendships.
International Girl Guiding and Girl Scouting has been making a difference to the lives of girls and young women for 100 years and in 2012 we celebrated our centenary with a campaign asking people to “imagine more” for girls around the world. .
Vision All girls and young women are valued and take action to change the world.
Mission To enable girls and young women to develop their fullest potential, as responsible citizens of the world.
Pax Lodge Pax Lodge is one four international gathering places for members of the World Association of Girls Guides and Girls Scouts, their families and others; providing opportunities for international friendships and education. Pax Lodge offers hostel accommodation with up to 64 beds, conference facilities, international intern programmes and employment opportunities, plus a range of event programmes.
What we are looking for We are looking for someone to assist the Deputy Hostel Manager with front of house duties in order to establish and maintain a friendly and welcoming atmosphere for all guests and visitors and to ensure the smooth running of Pax Lodge. The successful applicant will be responsible for managing our busy reception, shop facilities and events bookings, as well as managing our accommodation booking system and completing regular financial reporting.
You will have excellent interpersonal and problem solving skills, enjoy working in an international team and have first class customer service skills. Experience working in a front
of house administration role in an accommodation or conference venue is desirable.
Fluency in written and spoken English is essential, with knowledge of other languages desirable but not essential.
Front of House Co-ordinator Pax Lodge, London UK
Job Description
One of our four World Centres, Pax Lodge is the place for members and families of the World Association of Girl Guides and Girls Scouts to meet. We offer accommodation, international volunteering programmes and employment opportunities and a wide range of programme activities.
Reporting to Deputy Hostel Manager
Working with Guest Services and Programme Staff and the Volunteer Team.
Main purpose of the role To assist the Deputy Hostel Manager to ensure the smooth running of the hostel and event bookings. To establish and maintain a friendly and welcoming atmosphere for all guests and visitors
Key Responsibilities
Management
. Be an active and participative member of the Front of House Team meeting regularly and ensuring that Pax Lodge meets its operational goals. . Undertake the ‘Manager on Duty’ role when necessary ensuring the smooth running of Pax Lodge on a day to day basis providing training as required. . Ensure the office and reception is adequately staffed during opening hours.
Administration
. Ensure administrative functions run smoothly and efficiently at all times. . Ensure that End of Day procedures are completed each day and the relevant paperwork is completed and filed. . Maintain up to date information using established booking systems, taking bookings from guests and allocating appropriate rooms within agreed guidelines. . Be responsible for collating guest questionnaire and event/tour evaluation data for quarterly Performance Indicator reporting and other event reporting as required
Booking Procedures
. Ensure guest bookings are confirmed and daily guest paperwork is prepared. . Respond to enquiries regarding conferences, events and packages, booking in and managing bookings in the event system.
Front Desk duties
. Staff the front desk and welcome guests to Pax Lodge when required. . Respond to guest and hirer enquiries received by phone, fax, email or in person. . Ensure that the appropriate rooms are set up for conference room bookings. . Ensure the of computer systems is backed up at the end of each day. . Be responsible for ensuring London information including information on attractions and transport routes held on site is up to date. Reorder information as required and ensure staff and volunteers are aware of any changes. . Be responsible for the guest check in information and Guest Guide ensuring up to date information and copies are available for all guests
Events
. Liaise regularly with customers regarding event bookings and collection of event fees, ensuring accommodation and other needs are met. . Administer conference bookings and events including answering general enquiries, liaising with participants, invoicing, purchasing tickets, and creating information packages. . Be responsible for booking coach and taxi transfers for event groups, including confirmations, billing and invoicing. . Be responsible for the Pax Lodge challenge ensuring appropriate stock levels of badges, challenge booklets and certificates are available at all times. . Prepare advertising material for various products (e.g. bed nights, programme events,
Retail Shop
. Assist in the shop as required. . Complete the daily shop reconciliation alongside End of Day procedures.
Health & Safety
. Ensure that Health and Safety procedures are observed and participate in annual risk assessments. . Act as the Fire Marshall when ‘Manager on Duty’. . Provide training to all interns, volunteers and new staff in Health and Safety matters as required.
Other
. Take a full role in staff rotas providing early morning, daytime and night cover in relation to all building security measures, emergency needs, taking and passing on telephone messages, responding to guests needs as requested and ensuring appropriate access to the safe as required. . In order to meet the needs of Pax Lodge the specific requirements of this position may develop and the post holder is expected to undertake any other duties, which may be required.
Front of House Co-ordinator Pax Lodge, London UK
Person Specification
Essential
Education . A good general education.
Experience . Experience of working in a front office environment in a hotel/hospitality/conference or similar setting
Skills . Proven administrative skills . Good level of numeracy skills . Ability to communicate effectively . Good interpersonal skills . Proven time management skills . Fluent in English, written and verbal . Good understanding of Microsoft Office
Attitude . Flexibility, patience and ability to cope with changing priorities. . Ability to live and work closely with a team.
Desirable
. An understanding of diverse cultures and backgrounds . An understanding of computerised booking or reservation systems . An understanding of the principles of Health and Safety in the work environment . Experience of working in a residential setting
Notes
Applicants must have rights to work in the UK.
Front of House Co-ordinator
Pax Lodge, London UK Hours of Work The World Centre staff team work on a rota schedule, which covers day, evenings and weekends.
Type of Contract This is a fixed term contract for two years, with the possibility for renewal.
Salary From £9,450 per annum.
Accommodation and Subsistence The post is residential and residence is a condition of employment. Furnished accommodation and meals are provided whilst on duty. No contribution from staff towards costs of accommodation and subsistence is required.
Annual Leave 20 days leave per annum plus statutory and bank holidays.
Group Life Scheme Immediate membership of scheme which provides insurance cover of four times annual salary in the event of death in service.
Pension Group Pension Plan: Employer’s contribution of 8% and Employee’s contribution of 5%. You may be eligible to join the scheme on successful completion of the probationary period.
Uniform Uniform must be worn when on duty. A uniform allowance or uniform is provided.
November 2014
How to Apply
Ensure your application fully addresses the criteria in the Job Description and Person Specification.
You should give the names, positions, organisations and telephone numbers of two referees, one of whom should be your current/most recent employer. References will only be taken up once your express permission has been given.
You should also complete the Equal Opportunities Monitoring form. The information in this form will be treated as confidential, and used for statistical purposes only. The form will not be treated as part of your application. We would also be grateful if you could let us know if you will require any special provision as a result of any disability should you be called for interview.
Finally, please ensure you have included mobile, work and home telephone numbers, as well as any dates when you will not be available.
If you would like to apply for this post please send your completed application form as well as the equal opportunities form to [email protected]
If you would like to know more about this job you can contact the Human Resources Department by email at [email protected] or by calling 0207 794 1181.
Timetable
Closing date 5.00pm GMT Wednesday 10 December 2014
Interviews Friday 19 December 2014
The successful appointment is subject to receipt of satisfactory references.