We are looking for someone to support the day-to-day management of Ladies’ Dressing Room, adopting a pro-active, collaborative approach to ensure outstanding levels of guest service within the Dressing Rooms, and other areas of the club in liaison with the club office team.  

What you will be doing

• Providing world-class ‘front of house’ guest services welcoming Members and their Guests, ensuring a positive interface with members, pro-actively assessing and developing Member requirements.
• Supporting the management of Gentlemen’s Dressing Room colleagues including – role modelling behaviours, organising the rota, answering rota queries, processing leave requests, organising regular 1:1’s. You will be responsible for the performance review process including setting objectives, mid-year reviews and end of year reviews for the Dressing Room Assistants.
• Understanding and awareness of the Club’s high expectations in order to provide recommendations for future service improvements.  
• Year round assistance and maintenance of the Physio and Massage Treatment Rooms, working closely with our physiotherapy and massage provider.
• Liaising with suppliers in relation to products in the Dressing Room.
• Working with the Commercial team, you will be responsible for providing information for the annual ball provider for annual member.
• Undertaking routine administration, including end to end management of the guest experience including answering, resolving or escalating queries as appropriate, taking lunch orders, running baths and offering a laundry service.
• Liaise with Tennis Team monthly to discuss the tennis courts, equipment, matches and manage the expectations from their department.
• Providing support for first aid incidents and emergencies as appropriate.
• Understanding, awareness and compliance with the AELTC Health and Safety Policy and Procedures, Child Protection Policy and Guidelines and Site Rules.
• Close collaboration with the Club Office team in addition to communicating with various internal stakeholders including Security, Cleaning, Groundstaff, Estate Management and other departments.

What part your role will play in The Championships

• Assist with the preparation and running of Dressing Rooms (Members, Championships, Aorangi, and Indoor Tennis Centre) as required, including 9 days of practice immediately prior to The Championships fortnight.
• Assist with the preparation and running of the Dressing Room for Qualifying Practice and the Qualifying event at our other sites.
• With the support of the HR Department recruit temporary Dressing Room Attendants for the period before, during and after The Championships.  Ensure these staff undergo the appropriate DBS check.
• Ensure staff are trained to the appropriate standards and understand the importance of confidentiality and discretion.  Organise rotas and supervise staff during The Championships to ensure that policies and procedures are followed.
• Ensure housekeeping standards are of a five-star standard in the dressing rooms.
• Assist with organising the physiotherapy rooms and their maintenance during practice and The Championships. This includes managing pre-tournament deliveries of physio equipment and their post-tournament collection.
• Provide a high level of service to competitors, ensuring that agreed services including player laundry are provided.
• Proactively liaise with suppliers to ensure service and stock levels (e.g. towels and toiletries) are maintained, ensuring that exceptional standards are upheld.
• Ensure close liaison with the on-site security team and establish clear and agreed access criteria for the dressing rooms.
• Liaise with the Referees to ensure players are on time for their matches

About you

• Proven management skills gained in a customer facing environment.
• Proven, exceptional customer service skills, with the ability to professionally answer queries, resolve problems and escalate where appropriate
• Strong interpersonal skills – able to build and maintain effective internal and external working relationships and communicate effectively both face to face and remotely
• Pro-active, organised, efficient, professional, reliable, able to meet deadlines with a positive, solution focused, flexible approach
• Strong, proven working knowledge of Microsoft Office Suite to Intermediate level
• Experience of working in a prestigious sports centre or tennis facility and interest in tennis

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.
• Year round the Dressing Rooms provide five star guest service to Members and their Guests and to Players during The Championships.
• Year round the Club provides a considerable number of events for Members and their Guests. There is a complex offer of social, tennis, croquet and bridge events ensuring that the Members have a considerable offering.  
• The role will require full DBS clearance the results of which must be satisfactory to the Company.