Job Roles
childcare manager (Austra & ROW)
Job Description
To manage & develop the childcare programme overseas in the designated country & ensure that all Crèches/Clubs comply within the Company Health & Safety Charter, & Company Policies. To be responsible for training & developing staff to improve performance, aid retention & reduce turnover, and to produce a product of the highest standards & provide excellent customer care throughout the programme.
Key Accountabilities & Responsibilities
Customer Focus
Analysis of CSQ Reports to provide feedback to all resorts. Action accordingly & ensure set targets are met.
Ensure that all brands are equally represented.
Liaise with UK Customer Services & UK Customer Relations.
To ensure that we comply with Quality & Operational Charter.
Ensure that the Crèches/Clubs adhere to the Company Branding guidelines.
Monitor feedback from UK Customer Services with regard to complaint/praise ratios, and action accordingly.
Act as an advisor on complaint solutions across the programme on childcare issues.
Communication
Provide a Weekly Report to the General Manager.
Weekly monitoring to ensure hygiene, cleanliness, maintenance & standards of equipment are upheld.
Provide weekly memos & general communications to staff for forthcoming arrivals.
Liaise with Hotel Managers & Chefs on a weekly basis to discuss following weeks arrivals, and children's menu ideas.
Work with Properties Mgr to ensure the global cot grid is updated & correct information is recorded.
Monitoring quality of food served for children, both lunches & early suppers.
Devise staff rotas to incorporate daily & evening hours, free nights babysitting, staff day off, deep cleaning, cot/highchair rotation (Club Hotel resorts).
Commercial
Financial control over weekly budgets, wages (via payroll),local ad-hoc income, phone bills.
Accountability of all Company property.
Accountable for Children's Merchandise & stock control at EOS.
Accountable of expenditure during season, in relation to budget targets.
Overview of IRC (if necessary).
Accounting & recording staff commission levels on a weekly basis, & cascading this information to the Payroll Executive in order to reach payroll by cut off dates.
Develop & implement new ideas to enhance, not only in designated country, but the overall programme.
People Management
Run the beginning of season country training course - planning, setting up, delivering training sessions, logistics etc.
To train all staff at the beginning of season, and continue to aid their development throughout the season to maximise their performance.
Carry out Personal Development Reviews of all staff, & address any under performance issues and areas of strength.
Investigate & hold any disciplinary hearings, following the HR disciplinary process & guidelines.
Incident Management - fires, staff injuries, all maintenance issues & food allergies.
Aid retention & reduce turnover my motivating staff throughout the season & aim to keep morale high.
Brief resorts & liaise with VIP's, journalists, film crews, photographers, press trips etc.
Provide on-going & in-resort training to all childcare staff (including new recruits).
Action plan for sudden staff shortages.
Personal
Ensuring that all weekly paperwork is completed by resort, including a Weekly Report.
Contact with HR regarding staff performances and general staffing issues, such as discipline & formal warnings.
Liaising with other Childcare Managers to share & deliver best practise.
Time Management - managing their own time to include daily/weekly resort visits.
Operations
To provide Management Representation at the airport (as & when) required.
Analysis of CSQ Reports to provide feedback to all resorts. Action accordingly & ensure set targets are met.
Ensure that all brands are equally represented.
Liaise with UK Customer Services & UK Customer Relations.
To ensure that we comply with Quality & Operational Charter.
Ensure that the Crèches/Clubs adhere to the Company Branding guidelines.
Monitor feedback from UK Customer Services with regard to complaint/praise ratios, and action accordingly.
Act as an advisor on complaint solutions across the programme on childcare issues.
Communication
Provide a Weekly Report to the General Manager.
Weekly monitoring to ensure hygiene, cleanliness, maintenance & standards of equipment are upheld.
Provide weekly memos & general communications to staff for forthcoming arrivals.
Liaise with Hotel Managers & Chefs on a weekly basis to discuss following weeks arrivals, and children's menu ideas.
Work with Properties Mgr to ensure the global cot grid is updated & correct information is recorded.
Monitoring quality of food served for children, both lunches & early suppers.
Devise staff rotas to incorporate daily & evening hours, free nights babysitting, staff day off, deep cleaning, cot/highchair rotation (Club Hotel resorts).
Commercial
Financial control over weekly budgets, wages (via payroll),local ad-hoc income, phone bills.
Accountability of all Company property.
Accountable for Children's Merchandise & stock control at EOS.
Accountable of expenditure during season, in relation to budget targets.
Overview of IRC (if necessary).
Accounting & recording staff commission levels on a weekly basis, & cascading this information to the Payroll Executive in order to reach payroll by cut off dates.
Develop & implement new ideas to enhance, not only in designated country, but the overall programme.
People Management
Run the beginning of season country training course - planning, setting up, delivering training sessions, logistics etc.
To train all staff at the beginning of season, and continue to aid their development throughout the season to maximise their performance.
Carry out Personal Development Reviews of all staff, & address any under performance issues and areas of strength.
Investigate & hold any disciplinary hearings, following the HR disciplinary process & guidelines.
Incident Management - fires, staff injuries, all maintenance issues & food allergies.
Aid retention & reduce turnover my motivating staff throughout the season & aim to keep morale high.
Brief resorts & liaise with VIP's, journalists, film crews, photographers, press trips etc.
Provide on-going & in-resort training to all childcare staff (including new recruits).
Action plan for sudden staff shortages.
Personal
Ensuring that all weekly paperwork is completed by resort, including a Weekly Report.
Contact with HR regarding staff performances and general staffing issues, such as discipline & formal warnings.
Liaising with other Childcare Managers to share & deliver best practise.
Time Management - managing their own time to include daily/weekly resort visits.
Operations
To provide Management Representation at the airport (as & when) required.
Key Relationships (internal & external contacts)
Resort offices & staff.
Holiday Services Dept.
Placements.
HR Services.
OVS Recruitment.
Product & Customer Services.
Resort Suppliers.
Airport Managers.
Nanny Agency Contact
Holiday Services Dept.
Placements.
HR Services.
OVS Recruitment.
Product & Customer Services.
Resort Suppliers.
Airport Managers.
Nanny Agency Contact
Key Skills, Knowledge, Experience and Competencies
Childcare qualification (Level 3).
Previous Childcare Management experience, ideally within travel industry.
Intermediate Food Hygiene & valid First Aid Certificate.
Knowledge of Ofsted guidelines.
Basic knowledge of German would be an asset, but not essential.
Computer Literate - Word, Excel, PowerPoint & Outlook.
Excellent personnel skills.
Time Management.
CRB clearance.
Clean driving licence, of at least 12months (as required to drive, will need to be 23yrs+)
Any additional relevant information
An outgoing individual, who will manage & develop the childcare team with empathy and warmth, yet remaining customer focused & have a close eye to attention to detail. Staff will look to this position for guidance & support, so a strong decision maker is essential. They will have to have good communication & listening skills, and be prepared to take on anything!
Previous Childcare Management experience, ideally within travel industry.
Intermediate Food Hygiene & valid First Aid Certificate.
Knowledge of Ofsted guidelines.
Basic knowledge of German would be an asset, but not essential.
Computer Literate - Word, Excel, PowerPoint & Outlook.
Excellent personnel skills.
Time Management.
CRB clearance.
Clean driving licence, of at least 12months (as required to drive, will need to be 23yrs+)
Any additional relevant information
An outgoing individual, who will manage & develop the childcare team with empathy and warmth, yet remaining customer focused & have a close eye to attention to detail. Staff will look to this position for guidance & support, so a strong decision maker is essential. They will have to have good communication & listening skills, and be prepared to take on anything!
4 Key Technical Skills (assessment criteria)
Technical Skills 1: Childcare qualification.
Technical Skills 2: Leader & motivator across resort teams.
Technical Skills 3: Fluent with company policies, procedures, products and services to enable management with minimum direction.
Technical Skills 4: Appropriate IT skills.
Technical Skills 2: Leader & motivator across resort teams.
Technical Skills 3: Fluent with company policies, procedures, products and services to enable management with minimum direction.
Technical Skills 4: Appropriate IT skills.
