Interim General Manager
Location: Oxfordshire
Contract Type: Interim
Salary: £75,000 - £85,000 per annum (Fixed-Term Contract)
Role Overview
As the Interim General Manager, you will lead a diverse team of approximately 100 staff members, overseeing key domestic services that support a broad range of stakeholders, including students, staff, fellows, and commercial guests. Your primary objective is to ensure the delivery of high-quality services while guiding the team through a transitional period of stability following significant post-pandemic changes and high staff turnover within the hospitality sector.
The role requires a hands-on leader who exemplifies excellence in service delivery and is committed to maintaining the College's educational mission while navigating the operational demands of the position.
Key Responsibilities
o Serve as a role model for effective management practices, setting a high standard for team performance.
o Collaborate closely with the Bursar to lead and integrate the non-academic management team.
o Provide direct support to the new Head of Rooms Division and the recently promoted Head of Catering Services.
o Foster a strong team ethos across all domestic departments, motivating staff to work collaboratively and deliver exceptional customer service.
o Lead clear and effective communication across the team, addressing challenges and fostering an environment where ideas for improvement are welcomed.
o Engage with College students and fellows to understand their needs, managing expectations appropriately.
o Oversee performance management processes, including setting objectives, conducting evaluations, and managing recruitment and development in partnership with the HR Manager.
o Ensure the provision of high-quality, cost-effective domestic services to all College members and guests.
o Promote innovation and continuous improvement in service delivery by encouraging input from team members.
o Implement and enforce standard operating procedures (SOPs) to maintain service standards and ensure compliance with College policies.
o Oversee the management of key cost centres, including staffing, food and beverage, energy, and utilities, ensuring efficient use of resources.
o Collaborate with the Bursar and Financial Controller to manage the Domestic Account, adhering to the annual budget and monitoring financial performance across departments.
o Plan and allocate staff and resources to meet anticipated needs effectively.
o Maintain high standards of food and service delivery, ensuring value for money.
o Organise and personally oversee special events as required.
o Act as the Designated Premises Supervisor, ensuring compliance with licensing regulations.
o Work with relevant managers to assess and plan for accommodation needs across College sites.
o Collaborate with the Head of Maintenance and Accommodation Manager to maintain and update plans for repairs, renovations, and refurbishments.
o Stay informed on legislation and regulatory changes to ensure compliance.
o Oversee client relationship management for conference and commercial guests, ensuring a seamless, high-quality experience.
o Lead the team in delivering exceptional service throughout the conference and commercial vacation business seasons.
o Ensure a welcoming and secure environment for college members and guests.
o Implement and enforce site management and security policies.
o Oversee the preparation and regular review of risk assessments for all domestic departments, ensuring timely action on identified risks and compliance with fire regulations.
o Represent the College on the Conference of Colleges Domestic Bursars' Committee.
o Serve as the primary contact for the police, University security service, and local authorities.
Experience
o Demonstrated ability to lead, manage, and motivate a large, multi-disciplinary team within the service sector.
o Proven track record of delivering excellent customer service.
o Strong communication skills, with an emphasis on listening and a consultative management style.
o Extensive people management experience, including coaching, performance management, and team development.
o A deep understanding of the College's educational mission, with a flexible, "can-do" attitude and a willingness to work outside of regular hours as needed.
o Professional demeanour, with the ability to serve as a mature role model in a general management capacity.
o Holder (or willingness to obtain) a Personal Licence to serve as Premises Supervisor.
o Experience in running and developing a commercial business in a challenging market environment.
o Advanced financial and commercial acumen.
o Experience in training or coaching, particularly in management turnaround scenarios.
o Senior management experience in the hospitality industry or a similar service-oriented environment, with responsibility for accommodation, catering, and security services.
o The ideal candidate is an experienced and highly capable service industry professional with a proven track record in leadership and operational excellence.
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