Sales and Customer Service / Operations Manager

Job Title: Sales and Customer Service / Operations Manager
Contract Type: Permanent
Location: Newtown
Salary: £27k - £29k with the possibility of on-site accommodation
Job Published: February 22, 2017 10:32

Job Description

Gregynog is a historic house with Grade 1 listed gardens set in the heart of rural Montgomeryshire. One of Wales’ premier country estates, and the former home of art collectors and public benefactors Gwendoline and Margaret Davies, it offers a welcoming setting in which people of all ages and abilities may discover, experience, participate in, and be inspired by the arts and natural environment.

In 1960 Margaret Davies bequeathed Gregynog to the University of Wales as an inter-collegiate conference centre. This is about to undergo fundamental change which we hope will lead to a new and optimistic period which will ensure Gregynog’s survival, by becoming an independent charitable trust. This decision by the University of Wales Council will open up exciting new opportunities for the hall and estate and will safeguard Gregynog for the nation. For the first time, Gregynog will have access to potential funding from sources such as the Heritage Lottery Fund. We hope to extend our cultural and environmental remit, whilst dealing with much needed refurbishment and modernisation of the accommodation facilities. 

Gregynog is many things to many people. There is a strong sense of ownership of Gregynog amongst the local population, there are those from the academic world, from students to professors emeritus, who treasure the experience of studying and teaching here and often return year after year. Book collectors also love the Gregynog Press. There are musicians who rejoice in the opportunity to perform at Gregynog and the audiences who listen to them.

Most importantly, there is an increasing awareness of the environmental importance of ancient estate lands such as those at Gregynog, and we take our responsibilities very seriously. The importance of such lands and the survival of the traditional skills used in their husbandry are increasingly recognised as essential to the maintenance of environmental diversity in the face of shrinking habitats. In March 2013 the 750 acre Gregynog estate was declared a National Nature Reserve, not only to protect the ancient oaks and the rare lichens that grow on them but to ensure that the many other undisturbed habitats are conserved.

The creation of the Gregynog Trust will open up many exciting new opportunities for regenerating the hall and estate, many new developments, all to be harnessed in the creation of an inclusive identity which will have a crucially important part to play in the future of a sustainable Wales. 

Our vision will be;

To act as a learning and educational centre, emphasising the arts, whilst respecting the history of the house, its inhabitants, the landscape and the environment, through courses, events, conferences and distance learning for people of all ages and abilities.

The specific duties of the post will be:

  • To support and contribute to the operational mission of Gregynog, as agreed by the Trustees;
  • To develop the commercial aspects of the business by line managing the conference office team / reception (6 staff) and liaising with the operational management team to ensure that customer service targets are met (Facilities Manager, Administration Manager, Head Chef/Catering Manager and Maintenance Supervisor) and other service providers;
  • To help maintain and improve the financial and operational management of Gregynog, adhering to budgets and financial plans and ensuring compliance with financial controls and constraints;
  • To have responsibility for the sales and marketing of Gregynog including pricing, promotions, image/brand and profile, maintaining the existing client base and researching markets to identify new business opportunities;
  • To manage the marketing budget, placing adverts and editorial in publications and within on-line media and social networks as required;
  • Liaise with our marketing agency over the design of adverts and ensure compliance with the Gregynog brand (including within the organisation); help develop the brand image;
  • To ensure exemplary customer service standards and effective business management solutions are in place, solving problems as they arise;
  • To build on the external benchmarking standards of Hospitality Assured, Green Tourism, IIP, MIA, etc.
  • To maintain and improve service standards and customer satisfaction ratings;
  • To be able to give tours of the hall and discuss the historical and artistic importance of the hall and its collections;
  • To develop the membership scheme and write the annual newsletter;
  • To assume responsibility for pricing and be able to demonstrate effective pricing systems against local and national competitors;
  • To ensure that Information, Communication and Technology systems, including Visual 1 software and IT support, are fit for purpose and managed in accordance with the needs of a changing business. Support the Facilities Manager with day to day IT issues and develop wireless access;
  • To work closely with the Head Chef/Catering Manager to match the catering offer to client expectation, monitoring changes in customer demand and ensuring that these inform a cycle of continuous improvement within the various catering outlets;
  • To manage the conference office team in accordance with accepted standards within the hospitality industry; 
  • To act as the Duty Manager for high level and bespoke events, including tourism related activity, high value weddings, cultural events and more unusual activity;
  • To be part of the call out rota and respond to emergencies as required.

All University employees are required to:

  • Practice and support equality of opportunity in the workplace
  • Take reasonable care for their own health and safety and those of others as appropriate on the workplace, and comply with health and safety legislation
  • Cover for any colleagues as reasonably required

This role description is not intended to be an exhaustive list and will be subject to regular review in the light of changing professional demands.

The post-holder will be expected, at all times, to be flexible in the performance of their duties.  The University may require, from time to time, post-holders to perform other duties, outside their normal ones.

Application should be by application form which can be found by clicking on Apply Now link below.

All applications should be addressed to the Human Resources Manager, University of Wales, University Registry, King Edward VII Avenue, Cathays Park, Cardiff CF10 3NS.   They should be enclosed in an envelope marked“APPOINTMENT - STRICTLY PRIVATE AND CONFIDENTIAL”, and must be received by Friday 17 March 2017.

Alternatively, applications can be submitted via email to