We're looking for a Ladies’ Dressing Room Assistant to provide five-star customer service and housekeeping standards in the Dressing Rooms, year-round and during The Championships. 

What you will be doing

Members’ Services

• Providing excellent ‘front of house’ customer service welcoming members and their guests - answering queries, resolving or escalating problems as appropriate, taking lunch orders, run baths, launder towels and kit.
• Helping to maintain and develop services for members including best practice in customer service and the delivery of five-star housekeeping standards.
• Providing positive interaction with members and maintaining an attentive, ongoing assessment of member requirements.
• Organising indoor court bookings, viewing daily information from Groundstaff Department re: courts and researching and providing information for relevant tennis events and member court bookings on the information screens.
• Liaising with the physiotherapist and massage therapists – taking members and colleague bookings.
• Ensuring members are aware of full suite of services offered.
• Taking payment of guest fees and recording on cashless system.

Reporting, administrative and supervisory duties

• Managing LDR Outlook inbox with regular ‘hand over’ by email and ensure that any issues are escalated to the Dressing Room Supervisor
• Keeping records of members’ guests and taking payment, including the logging of non-registered guests and liaising with Operations.
• Reviewing, recording and responding to member complaints and note compliments.
• Managing the re-stringing service provided for members and liaising with our current provider and maintaining Excel records about racket stringing transactions.
• Managing the physiotherapy and massage bookings for colleagues and members ensuring accurate accounting and reconciliation for the Gym Manager and Finance Department.
• Supplying the Indoor Tennis Centre Duty Managers with toiletries, towels and new balls.  Monitoring stock levels and usage within agreed guidelines.
• Selling clothing and balls to members as required within agreed guidelines and monitoring stock levels.
• Undertaking routine administration, answering queries and escalating as appropriate in close collaboration with the wider Club Office team in addition to liaising and communicating with various internal stakeholders including: Operations, Cleaning, Groundstaff, Estate Management and other departments

Housekeeping

• Each morning ensure: the cleaning contract colleagues have satisfactorily cleaned throughout including floors, baths and toilets and dusted all areas.
• Undertaking daily duties include: ensuring baths are cleaned after each usage and taps polished, basins, mirrors, toilets, showers and tiles checked and spot cleaned. Making sure Dressing Rooms, physiotherapy room and massage room are tidy, bins empty, Food and Beverage offerings re-stocked and keeping the reception desk and back of house in order. 
• Sauna and steam rooms and coffee machine are operational.

Health and Safety, First Aid and Child Protection

• Complying with relevant health and safety policies and procedures to ensure health and safety compliance.
• Understanding, awareness and compliance of the AELTC Child Protection Policy and Guidelines.
• Providing support for first aid instances and emergencies.
• Any other duties within the scope of the post as may be required by the Ladies Dressing Room Supervisor.

The Championships

• During The Championships you’ll jointly co-ordinate and support the processes required for the successful preparation for, and delivery of, The Championships.
• Ensuring colleagues are onboarded and trained to the appropriate standards and understand the importance of confidentiality and discretion.
• Ensuring housekeeping standards are of a five-star standard in the dressing rooms.
• Assisting with organising the physiotherapy rooms.
• Providing a high level of service to competitors, ensuring that agreed services are provided.
• Supporting close liaison with the on-site security team and establishing clear and agreed access criteria for the dressing rooms as approved.

About You

• High level of customer service skills obtained in a five-star environment and supported by relevant industry qualifications (eg NVQ or equivalent)
• Strong IT skills including full Microsoft Office Suite - Word, Outlook and Excel and including CRM skills and management of Membership Databases
• Strong written and verbal communication skills
• Able to work effectively as part of a team or individually and to follow processes and procedures within agreed guidelines.
• Strong levels of integrity and discretion.
• Positive, pro-active, flexible approach to enhance and improve the service provided to members.
• A passion and understanding for high performance sport, ideally gained in a tennis environment.

Further Information

• The job holder will be expected to work the hours and working patterns required by the role to fulfil the duties and meet the requirements of the position.
• Year-round the role will include regular evening and weekend work and extended hours/days.  You may be required to work extended hours/days before and during The Championships (at least a 12-hour day).
• A DBS (Disclosure and Barring Service) disclosure will be carried out on your behalf by the AELTC – the results of which must be satisfactory to the Company.
• The Dressing Rooms are open 7 days/week for which there is a rota and full-time hours are 40 hours/week (average 38.5 hours/week for full-time equivalent)
• The rota may be subject to change to meet operational requirements and, therefore, the days may need to vary to meet the requirements of the role.

About Us

• The All England Lawn Tennis Club (Championships) Limited (AELTC) organises and stages The Wimbledon Lawn Tennis Championships, widely regarded as the world’s premier tennis tournament and are home to one of the world’s most prestigious tennis clubs.
• Our business has grown in recent years, and we expect that success to continue. We have plans to further improve our facilities and invest in our people in future years. Our success is important to us and we are guided by our key values of Heritage, Integrity, Respect and Excellence.
• The role of the Dressing Rooms is to provide a five-star service.  This supports the AELTC’s goal of delivering the world’s premier tennis tournament and to support one of the world’s most prestigious tennis clubs.

LI-AELTC