JOB DESCRIPTION
Job Title: General Manager Hillhead Club Campsite
Responsible to: Regional Manager
Line management responsibility: All Site Staff working on site
About the Club
At the Caravan & Motorhome Club, we aim to share our passion for enjoying the great outdoors by providing an unrivalled choice of quality places to stay, at locations worldwide. We provide over one million members with access to nearly 2,700 locations in the UK and Europe, as well as giving them access to our vast knowledge and expertise in how to make the most of caravanning and motor-homing as a leisure pastime.
Purpose of the Job:
To manage the whole site operation. Responsible for managing the site safely, efficiently and effectively by delivering high levels of service, being a part of a motivated and competent team, creating a safe and enjoyable environment that enables all guests to enjoy their stay.
Also responsible for managing the Complex facilities and Swimming Pool, including management of staff, budgets and infrastructure and to deliver great guest service alongside a team that is engaged and trained. This position requires the job holder to live on Site. Accommodation will be provided.
Nature and Scope:
The successful candidate is required to communicate effectively with the Regional Manager and their team. The role requires demonstrable management experience, including the application of mentoring and coaching skills to enhance team capabilities. The post holder will be expected to lead by example and participate actively as an integral part of the whole site team, including involvement in restaurant and shop staffing rotas, which will regularly require working evenings and weekends.
Previous experience, typically within the Holiday Park or food and beverage sectors, is desirable, encompassing the management of restaurant and retail operations and a sound understanding of commerciality. The post holder is expected to possess experience in managing kitchen and front-of-house personnel, contributing to menu development, achieving cost efficiencies through product waste reduction, and maintaining excellent health and safety standards.
Principal Accountabilities:
The role of the General Manager is pivotal in ensuring the overall success, safety, and operational excellence of the site. This demanding position requires a proactive and hands-on approach across all facets of site management, encompassing a broad range of responsibilities from physical maintenance and personnel leadership to financial oversight and customer relationship management.
Operational and Safety Management
- Site Operations and Maintenance: The General Manager is responsible for the day-to-day management of a safe, effective, and efficient site and its operations. This requires full, active participation in all necessary on-site tasks, ensuring a well-maintained and presentable environment. Duties are diverse and include, but are not limited to, grounds maintenance, ensuring the upkeep of communal areas, routine cleaning, and essential administrative tasks to support the site's function.
- Health, Safety, and Compliance: The role is responsible for ensuring stringent adherence to all site health, safety, and compliance regulations. This involves proactively implementing and enforcing all company policies and procedures, and critically, ensuring that all site personnel are fully trained and have a thorough understanding of these requirements to maintain a safe working environment for staff and members.
- Asset Management and Legal Compliance: The role is responsible for maintaining all site assets and equipment to the highest standard. This is essential to ensure ongoing compliance with all legal obligations, including regulatory inspections and certifications, as well as adherence to the Club’s established policies and procedures for asset maintenance and replacement.
Financial and Commercial Management
- Financial Stewardship and Budget Oversight: The role includes overseeing the site's financial budget, by taking ownership of all financial decision-making, ensuring strict adherence to annual budgets and managing all site expenditure. The goal is to achieve defined profit targets and maintain fiscal health.
- Revenue Growth and Commercial Development: A key performance indicator for the role is growing site revenue. This requires a commercial mindset and the development of detailed, well-researched proposals aimed at increasing member occupancy through targeted marketing and operational improvements. Furthermore, the manager is expected to identify and implement cost efficiencies across all site operations to enhance profitability.
- Local Partnerships and Commercial Opportunities: The General Manager is expected to establish and actively cultivate positive working relationships with local businesses and the wider community. This networking is essential to enhance publicity for the site and identify and capitalise on opportunities to increase revenue, particularly in developing ancillary services such as alternative accommodation, on-site bars, restaurants, and shops.
Personnel and Team Leadership
- Team Leadership and Capability Building: A fundamental aspect of the role is to develop, lead, and coach the site team, which includes Assistant Site Managers and Facilities Staff. This is to be achieved through structured 1-to-1 meetings, regular performance appraisals, and productive team meetings. The aim is to facilitate the sharing of best practice, ensure the instillation of effective leadership behaviours, and ultimately build capability and resilience within the team .
- Recruitment and Staff Management: The General Manager is responsible for all staff recruitment and subsequent management. All personnel activities, from hiring to performance management, must be conducted in strict accordance with the Club’s established policies and procedures to ensure fair, consistent, and compliant practices.
Customer Experience and Administration
- Service Excellence and Member Experience: The General Manager must ensure the delivery of consistently high levels of customer service, in accordance with the Club's standards and procedures. The primary objective is to meet and exceed members’ expectations, enhancing the overall experience for both members and non-members. This requires a data-driven approach, utilising available data resources to formulate strategic plans and measure success against defined service metrics.
- Reporting and Communication: The General Manager is responsible for the overall management of all facets of the site. This requires providing regular, comprehensive reports to the Regional Manager concerning any on-site issues, challenges, and opportunities. Furthermore, the role involves compiling detailed reports and recommendations outlining potential operational improvements and practical solutions for identified problems.
- Collaboration and Corporate Relationships: Maintaining effective working relationships with colleagues is essential to foster a positive, supportive, and productive working environment. This collaborative spirit must extend both to Head Office personnel and across the wider Sites Network to ensure seamless organisational alignment and support.
- Record Keeping and Compliance: The General Manager is required to maintain accurate and up-to-date records, both computerised and written, for all essential site operations, finance, and personnel matters. This supports operational integrity and continuous compliance with the Club’s established policies and procedures.
Professional Development
- Training and Continuous Improvement: The General Manager is required to undertake all necessary training for the role. This includes, but is not limited to, regular refresher courses, pre-season training, mandatory first aid certification, people management development, and comprehensive health and safety training, alongside any other training identified as necessary for professional growth and site needs. The General Manager is also expected to undertake any other ad-hoc duties formally requested by the Regional Manager that are required for the successful operation of the site.
Essential Skills & Experience Required:
- Demonstrated experience in customer service management within the hospitality sector.
- Proven success in leading and developing a workforce within a Holiday Park setting.
- Proficient in people management, encompassing staff training, engagement, and professional development.
- Extensive background in the management of Holiday Parks, including bar, restaurant, and retail operations.
- Expertise in profit and loss management and the enhancement of commercial performance.
- Thorough knowledge of food & beverage health, safety, and industry-specific legislation.
- Competent in the application of operational techniques and the maintenance of quality standards (e.g., continuous improvement initiatives and internal audits).
- Experienced in the development of menus, promotional offers, and customer-centric solutions.
- Exhibits effective leadership styles, coupled with strong conflict resolution and negotiation capabilities.
- A highly collaborative team member possessing excellent communication, numeracy, and literacy skills.
- IT proficiency, with demonstrable competence in data analysis, problem-solving, and analytical methodologies. Experience utilising the G-Suite platform, specifically Sheets and Docs, is desirable.
- Highly organised, results-oriented, and people-focused individual with exceptional time management abilities.