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Joint Team and Operations Shift Managers - job post

Royvon Playhouse (Bridgend)
Bridgend
From £27,000 a year - Full-time

Job details

Here’s how the job details align with your profile.

Pay

  • From £27,000 a year

Job type

  • Full-time

Shift and schedule

  • Weekend availability
  • Night shift
  • Day shift

Location

Bridgend

Benefits
Pulled from the full job description

  • Company pension
  • Employee discount
  • Free parking
  • On-site parking

Full job description

About us

About Royvon

It all started with a love of German Shepherds. This special dog breed became a passion for Roy and in 1959 he and his wife Yvonne pursued a dream by purchasing a small site in Merthyr Tydfil to create the Royvon business. Starting with showing and breeding German Shepherds, the pair expanded the size of the site, launched into boarding and training kennels, and grew their family too.

Award-Winning Dog Training

Roy and Yvonne’s son Darren grew up around the dogs at Royvon in Merthyr and it turned out Darren was a ‘dog person’, just like his parents. On Christmas Day at ten years old, Darren met Merry, the fabulous German Shepherd puppy his parents had selected, who would become his best friend. With excellent heritage and Darren’s love and dedicated training, Merry went on to win top honours in show ring and obedience competitions.

As one of the two joint Team and Operations Managers at Playhouse (Bridgend), I will share a pivotal role in the daily operations of our esteemed dog training daycare and boarding business. This position is specifically designed for a dynamic and capable leader who will oversee a designated site, ensuring seamless and efficient day-to-day operations.

The role will include all operational work to ensure the care, wellbeing and enrichment of our guests in terms of tasks such as cleaning, play groups supervision, exercise and personalised care.

My role is of paramount importance in upholding the exceptional standards of care and service that Royvon is renowned for. I will serve as the linchpin, fostering the effective coordination of our teams, ensuring the well-being of our canine guests, and consistently exceeding the expectations of our loyal clientele.

Key Responsibilities:

As the Team and Operations Manager at Royvon, I will be responsible for a comprehensive range of tasks that ensure the smooth and efficient operation of our site. My responsibilities include:

  • Organizing Daily Schedules: I utilize Gingr scheduling and checklists to efficiently plan and manage our daily work schedules.
  • Staff Scheduling: I maintain accurate staff scheduling through BrightHR, ensuring optimal resource allocation and coverage.
  • HR Management: I performed basic HR functions, including managing leave and sick days in compliance with company policies and regulations.
  • Staff Supervision: I lead and manage the site’s care and training teams, fostering a positive work environment and ensuring staff adhere to our best practices.
  • Administrative responsibilitiesinclude supervising various reports, managing timesheets for accurate wage calculations, and monitoring and analyzing key performance indicators (KPIs) related to dog nights, training sessions and gross profit %
  • Quality and Site Management:
  • I coordinate and monitor tasks to ensure the site meets customer expectations.
  • I utilize checklists and to-do lists to track the progress of tasks.
  • I manage stock orders and complete stocktakes.
  • I oversee lodging arrangements.
  • I maintain a clean, hygienic, and visually appealing environment at the site.
  • Problem Solving:
  • I address and resolve operational challenges swiftly and efficiently, maintaining the smooth running of the site. My dedicated team and I possess the ability to swiftly address and resolve operational challenges, ensuring the smooth running of the site by employing a systematic and analytical approach.
  • I proactively identify potential issues before they escalate, minimizing disruptions and maintaining operational efficiency. Through effective communication and collaboration with all stakeholders, I gather insights, share information, and develop innovative solutions tailored to the site's specific needs.
  • My commitment extends beyond immediate problem resolution; I leverage lessons learned to enhance processes, refine strategies, and improve overall performance continuously.
  • Customer Service and Engagement:
  • I ensure that our team members are managing customer interactions in a positive and courteous manner, exhibiting empathy, and demonstrating their knowledge and expertise.
  • Financial Oversight:
  • I oversee financial activities to ensure customers make timely payments as per our terms and conditions.
  • I collaborate with the central office to ensure adherence to the facility's financial processes throughout the business.
  • Additionally, I contribute to the continuous improvement of financial processes to enhance future efficiencies and improve the customer experience.
  • Areas of our sales function I am responsible:
  • I organize team participation to follow up on both dog boarding leads and dog training leads that have gone cold with a view to reengage the prospect to consider our services when the need arises. I ensure sales processes are followed so that our CRM system ‘Keap’ is fully up to date to maximize our sales function.
  • I utilize our Gingr database to follow up on customers who have not used our services more than 6 months ago. I organize and coordinate team participation to conduct follow-up outreach for dormant dog boarding and dog training leads. The objective of this initiative is to re-engage potential clients and encourage them to consider our services when the need arises.
  • I ensure adherence to established sales processes to maintain the accuracy and completeness of our CRM system, 'Keap', thereby optimizing our sales functionality.
  • Team Support and Development:
  • Conducting one-to-ones, handling complaints, administering Gingr systems, reviews and annual appraisals and supporting care team tasks as needed.
  • Compliance and Safety:
  • I ensure all operations comply with relevant health and safety regulations, providing a safe environment for both staff and guests. I also ensure our facility fully complies with all company processes that guarantee adherence to The Animal Welfare Regulations 2018.
  • Additional Responsibilities:
  • I cover reception when necessary, manage disciplinaries, update contracts and tasks on BrightHR, and execute ad hoc tasks from senior management.
  • I also participate in our weekly level 10 meeting with my facility's up-to-date scorecard, ready to discuss and solve any issues arising with a view to make Royvon the best place to work and the best place for dog owners to send their dogs.
  • It is essential for me to establish a culture that actively fosters a positive and trustworthy environment for our team members. This culture is guided by our core company values, namely, "Committed as a Collie," "Respectful as a Retriever," and "Love like a Labrador." Moreover, I must consistently uphold and promote our tagline, "The Way You Treat Your Dog," to reinforce our commitment to providing exceptional service.

Performance Outcomes

From a previously loss making company the management at Playhouse (Bridgend) will be expected to turn the business into a profit making company within one year with the help of Royvon's central infrasturucture.

  • Revenues - Continously increasing revenues based on previous period
  • Utilise Dog Training Services - Royvon's other locations rely heavily on our very popular dog training residential programmes. These services should be maximised and used for the future success of the company.
  • Gross Profit Percentage - Our primary objective is to provide exceptional care for our guest dogs while they are entrusted to us. As the Team and Operations Manager, I bear the responsibility of ensuring that an appropriate number of staff members are present each day to maintain our high standards of care, fulfil any enrichment services that have been booked, and guarantee a consistently positive experience for both guests and customers. Recruiting team members should be done strategically to optimize resource utilization and allow for flexible adjustments to accommodate seasonal fluctuations in demand for our services.
  • Key Performance Indicators - Various KPI's will be recorded and reported on a weekly, monthly, quarterly and annual basis.

Qualifications and experience:

To excel in the role of Team and Operations Manager at Royvon, I am expected to bring a blend of practical experience and personal attributes that align with our ethos of providing exceptional care for dogs. The following qualifications and experience are essential:

  • Collaborating with my co-joint Team & Operations Manager: Working closely with the company goals and objectives as the focus of our work.
  • Experience in Animal Care (Preferred): While prior experience in dog or animal care is preferred, it is not mandatory. This experience would be advantageous in understanding the unique needs and behaviours of our canine guests.
  • Strong Communication Skills: The ability to communicate effectively is crucial. This includes clear and compassionate communication with staff, clients, and, of course, our canine guests.
  • Organizational Skills: Exceptional organizational skills are required to manage the daily operations of the site, ensuring everything runs smoothly and efficiently.
  • Leadership Abilities: Demonstrated leadership skills are essential. You will be leading a diverse team, and the ability to motivate, guide, and support them is key to the role.
  • Love of Dogs: A genuine love and passion for dogs are non-negotiable. This passion will drive your dedication to providing the highest level of care and attention to our canine guests.
  • Educational Requirements: Completion of 'Knowing Dogs 101 and 201' within the first four weeks of employment. This will equip you with essential knowledge about dog behaviour and care, aligning with Royvon’s commitment to force-free training methods.

This combination of skills and knowledge will ensure that as the Team and Operations Manager, I not only uphold but enhance the high standards of care and service that Royvon is renowned for. I look forward to bringing my commitment to excellence in canine care to the role.

Job Type: Full-time

Pay: From £27,000.00 per year

Benefits:

  • Company pension
  • Employee discount
  • Free parking
  • On-site parking

Schedule:

  • Day shift
  • Night shift
  • Weekend availability

Supplemental pay types:

  • Performance bonus

Application question(s):

  • After researching the services provided offered by the acquired company 'Fur Indoors' and the services offered at Royvon Esher or Royvon Merthyr taking into account the attributes of our site at Bridgend what changes would you introduce first and why
  • Hypothetically speaking describe one of your future teams A-Players characteristics who embraces Royvons company values
  • Describe your customer service and business development skills / knowledge

Education:

  • Diploma of Higher Education (preferred)

Experience:

  • management: 1 year (required)

Work Location: In person

Expected start date: 29/04/2024

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