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

x1 Ladies Dressing Room Assistant - casual contract

x1 Ladies Dressing Room Assistant - Perm contract

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 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 the full suite of services offered.
• Taking payment of guest fees and recording on cashless system.

Reporting, administrative and supervisory duties

• Managing the Outlook inbox and regularly updating ‘hand over’ documents to ensure issues raised and resolved are recorded and any issues requiring further escalation are communicated to your colleagues and the Dressing Room Supervisor to be recorded and resolved.
• Keeping records of members’ guests and taking payment, including the logging of non-registered guests in accordance with operational guidelines.
• Reviewing, recording and responding to member complaints and noting 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 Fitness and Club Operations Manager and Finance Department.
• Supplying the Indoor Tennis Centre Operations Assistants with toiletries, towels and new balls including 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 other internal stakeholders.

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, procedures and guidelines to ensure health and safety compliance.
• Understanding, awareness and compliance with 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

• Pre-Championships, and during The Championships, you will support the processes required to support the successful preparation for, and delivery of, The Championships.
• Ensuring Championships 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 in accordance with operational guidelines.
• Supporting close liaison with the on-site security team and establishing clear and agreed access criteria for the dressing rooms as agreed within operational guidelines.

About You

• Proven, demonstrable 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 levels of integrity, discretion, diplomacy and professionalism.
• Good verbal and written communication skills and numeracy to meet job requirements.
• Organised, efficient, reliable, with strong attention to detail and ability to meet deadlines with a positive, pro-active flexible approach to enhance and improve the guest service. 
• Excellent interpersonal skills with ability to build and maintain effective working relationships at all levels with internal and external stakeholders and to work collaboratively either as part of a team or individually within agreed operational guidelines.
• Understanding for high performance sport ideally gained in a tennis environment.

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 work collaboratively with internal and external stakeholders to provide a five-star guest service to Members, their guests and players.  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.
• The operational hours require regular evening and weekend work including extended hours and days and the successful candidate will support the 7 day/week operational requirements both year-round and during The Championships. 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.
• The role will require full DBS clearance and annual subscription to the Update Service and the results of DBS disclosures must be satisfactory to the organisation.