SENIOR FACILITIES MANAGER – STORE SERVICES
CANDIDATE BROCHURE
WELCOME
Welcome to Harrods and thank you for your interest in this Facilities Management role within the Harrods Facilities team. Having had a career which spans more than 30 years at Harrods, of which I am enormously proud, I can honestly say that it is the variety and daily challenge that never fails to excite me. Every day brings new opportunity and our search for a leader in this field requires an individual who will embrace this and be committed to our shared goal of delivering excellence for our customers. Our owners share our commitment and continue to invest in a truly unique venue where the blend of cutting-edge technology and thoroughbred heritage come together to make Harrods what it is
also presents opportunities for the successful candidate to deliver a legacy that they can be proud of. Enjoy the brochure, be excited, and I look forward to welcoming you in
today - a place without equal. We are lucky to play a part in the long history of this globally recognised brand and this iconic building, which is equally recognised the world over. The Senior Facilities Manager – Store Services, responsible for rhe management and continous improvement of all facilities operations undertaken within the Knightsbridge store is key to the success of Andrew’s team, my division, and our business. You will be responsible for making sure we always deliver for our customers, every day, without fail, and you will takeprideinhavingthatresponsibility. Our building is complex - some say the most complicated building in Europe - and of a scale and age which presents challenges. But it
INTRODUCTION WELCOME TO HARRODS LOCATIONS VALUES JOB DESCRIPTION WORKING FOR HARRODS APPLICATION PROCESS
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store soon. James Healy - Director of Store Operations
INTRODUCTION Harrods is recruiting a Senior Facilities Manager to lead our dedicated in-house store services teams (building fabric & cleaning) and outsourced providers to ensure Harrods remains safe, operationally stable and aligned with the quality of our brand. Opened by Charles Henry Harrod, an East End grocer and tea merchant, in 1834, relocating to Knightsbridge in 1849, the Harrods store is recognised globally as a symbol of excellence. The desire to make the impossible possible is embedded in their culture. This is why today, they ask all of their colleagues to believe in the Art of the Possible. To challenge all conventional views of what is and isn’t possible and in turn creating new possibilities into an art form. Working closely with the Director of Facilities & Engineering, as the Senior Facilities Manager, you will play a key role in the delivery of the estate’s strategy, with the remit to design and implement the roadmap for cleaning, and waste management, ensuring an efficient and resilient environment. You will lead the 24/7 shift team, tasked with maintaining the highest levels of cleanliness and service.
WELCOME TO HARRODS
Opened by Charles Henry Harrod, an East End grocer and tea merchant, in 1834, relocating to Knightsbridge in 1849, our store is recognised globally as a symbol of excellence. It was after a fateful evening in 1883 that our defining moment came. On this night, despite the store burning down; we still managed to fulfil all Christmas orders on time and exceeded all of our original trade targets. Since this event and the unswerving determination of our people that followed, the desire to make the impossible possible became embedded in our culture. This is why today we ask all of our colleagues to believe in the Art of the Possible. To challenge all conventional views of what is and isn’t possible and in turn creating new possibilities into an art form. This is
what drives us, this is our flame. Since 2010, our Owner Qatar Investment Authority (QIA) has supported our decision to invest into the evolution of the store. From Fashion Designer rooms to extended beauty Halls, food halls and restaurants, every aspect of the store is being re-imagined to optimise the customer experience and enable us maintain our place as the masters of luxury and the experts of exceptional. Every year, over 60 million domestic and international visitors connect with us online and through our stores in Knightsbridge, Heathrow and Gatwick airports as they wish to experience something unique that is quintessentially British. This can only be
possible with the dedication of our people. Speaking in Mandarin, Arabic, French or English (just to name a few), they are trusted experts and guides who help customers make the most informed and inspired choices possible. Our people are our strength - their unique personalities and their desire to exceed expectations are what enables us to make the impossible possible for our customers. Our customers are at the heart of our success. They’re the reason we exist, and we never forget it. And we’re always looking for new exceptional people who want to connect to them, to delight them and to become part of our story.
As many lives, generations, cultures and stories pass through our doors, our mission remains unchanged: to service the needs and aspirations of our customers, to create new stories and bring moments of delight. Whoever they are and wherever they come from, our customers can always expect to be treated with grace, courtesy and care.
LOCATIONS
HAMMERSMITH Harrods Headquarters and home to many of our exceptional teams. From HR, eCommerce, Creative, Marketing, Corporate, Buying and many more, over 800 of our people are now based in our two towers and eight floors of modern office space. Situated in a prime position between Hammersmith and Kensington Olympia. These offices are more spacious than Knightsbridge, and they are open plan and flexible with lots of areas to be creative.
KNIGHTSBRIDGE Harrods is a truly iconic landmark known all over the world – we work in and around the beautiful Harrods building. We’ve been located in Knightsbridge since 1849 when our founder Charles Henry Harrods moved his business here from East London. Today, Harrods is one of the world’s few single-site department stores, occupying a prime five-acre site along the Brompton Road. What the customers see is only part of our story– we have a distribution centre hidden beneath the city in seven underground floors, kitchens galore, a fantastic bespoke alterations team, state of the art security and our retail support teams. The Harrods store is rich in history but modernising all the time. We’re proud to be part of its development. MILTON KEYNES, NEWCASTLE, EDINBURGH, BRISTOL & LAKESIDE - ESSEX We have five world-class H-Beauty luxury beauty emporiums across the UK. H beauty is upgrading the way you shop. In-store and online, discover exciting make-up, skincare and fragrance from a host of exciting brands – from legacy names to pioneering, next generation newcomers – including some that you won’t yet find in our Knightsbridge Beauty Halls. The enjoyment of H beauty doesn’t just stop at product though – it’s the destination to see and be seen. We’re talking interactive Playtables where you can experiment with make-up, skincare stations for mini treatments plus Instagram-worthy Champagne bars at both our brilliant destinations.
We are truly unique - a house of maisons, a modern atelier, a workshop of wonders, a convener, patron and a celebrator of the world’s finest. Known around the world as one of the great luxury emporiums, we offer a transformative experience to customers who know that true value of exceptional goods and services lies beyond price. We are committed to excellence and artistry, inspired to reinvent and surprise, ensuring our position as a leader in the category.
THATCHAM Our state-of-the-art distribution centre is in Thatcham, West Berkshire. The site receives luxury merchandise from all over the world and services our Knightsbridge store, airport boutiques and expanding e-commerce operations. With automated processing, low bay areas, a modern mini-load system and brand-new warehousing vehicles, Thatcham’s activities are slick, smooth and of the highest standards.
Our people make the difference and set us apart. We are warm, curious, humble and genuinely interested in others. We believe there is no substitute for thoughtfulness, civility and care. We really care. About our people, our customers and each other.
VALUES
We have five employee values that will show us the way. These Values are the behaviours and ways of working that we attach the most importance to at Harrods. We use our Values to illustrate how we want to be with each other, with customers, with suppliers and other stakeholders.
We believe there is great reward in going further, pushing for greater and exceeding expectations. It’s our pleasure to bring magic and create marked moments of delight. This is what drives us to go beyond, for each other, and for our customers.
We act all times with initiative, confidence, good manners, integrity and discretion. We work hard to continuously build our knowledge and cherish our relationships to be trusted experts and guides. We act responsibly and do the right thing.
We are very proud of our trusted brand, our heritage and our store. We recognise it is our people who bring the brand to life by doing things properly, taking ownership and being attentive to detail. We believe every detail matters, and everything means something.
We believe we are so much better when we work together. We really value teamwork. We celebrate all cultures, backgrounds and experiences, and look outward (as well as inward) for inspiration and ideas. We are not one voice, but many, aligned by our values but free to be ourselves.
At Harrods, we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.
JOB DESCRIPTION
Position Title
Senior Facilities Manager – Store Services
sectional budget in a manner that demonstrates both cost efficiency and best value.
• Accountable for ensuring team flexibility and operational readiness in order to support exceptional events and or incidents. • Responsible for, as and when required, the production of formal reports including but not limited to operational development, tactical delivery, performance and accident / incident investigations. • Management and maintenance of all stakeholder relationships, Internal External and Supplier. • To develop/implement a strategy for improving the efficiency and resilience of services, infrastructure, and resources. • Review system operation to optimise performance/ efficiency and develop solutions for persistent problems. • Collaborate with other teams to develop integrated strategies. • Lead and implement waste reduction strategies for the team (and the wider business when requested to do so). Drive a culture to support this goal. • Support Sustainability initiatives, including low- carbon objectives as set by the business. Leadership, Training and Employee Development • To manage and lead the team, helping them to achieve their objectives. • To ensure that all work is in line with industry best practice adhering to relevant Health and Safety
Regulations and any other Legal requirements. • To develop and lead a resilient team to help ensure services are delivered. • Work with the Director of Facilities and other Senior Managers within the FM team to ensure the strategic and tactical alignment of Store Services with the wider FM delivery. • Provide visible direction and leadership so the team are clear on the business’s expectations, goals and targets. • Maintain a highly visible presence in operational areas and with all key stakeholders, realizing a culture of Professionalism, Ownership, Accountability and Continuous Improvement • Ensure that all key positions within the team are filled as required with clear and robust succession lines in place. • Ensure that the People Review process is used to track performance and potential, as well as plan development and career pathways for the team. • Ensure that all managers and operatives are trained appropriately for the role and to maintain ongoing training within the department. • Ensure that all colleagues and managers are engaged, supported and motivated at all times by seeking feedback through the engagement survey as well as other avenues, and putting in place action plans to maintain and improve employee engagement.
Reports To
Director of Facilities & Engineering
Operations •
Business Unit
Store Operations
Be the Senior point of contact for all stakeholders in relation to the provision of services provided by Store Services team. • Accountable for ensuring adherence to all applicable Statutory and Regulatory requirements in a formalised and demonstrable manner. • Accountable for ensuring adherence to all internal Policies, Processes and Procedures and industry best practices. • Accountable for the derivation and approval of operational KPIs that support the strategic and tactical intent of this FM provision. • Accountable for ensuring that the team’s complement and competence seamlessly support the requirements of the business in a sustainable manner. • Accountable for ensuring that the cleanliness of the building internally and externally and front and back of house is maintained to the highest possible standard and one that reflects stakeholder expectations. • Accountable for deriving, gaining approval for and implementing Standard Operating Procedures (SOPs) that formalise a base line delivery that as a minimum meets stakeholder expectations.
Location
Knightsbridge
Position Purpose This Senior Facilities Manager reports to the Director of Facilities and Engineering. They will have direct responsibility for our in house Cleaning & Waste Operation (known internally as Store Services). They will set, coordinate, implement and manage the strategic and tactical objectives of the Store Services provision across the Knightsbridge Store and associated buildings, including a continuous improvement culture. hey will ensure the delivery of the highest possible standards of cleanliness attaining to stakeholder requirements and expectations in a consistent and sustainable manner. Develop and implement the coordinated strategic and tactical objectives of the cleaning operation to realise a provision that exceeds stakeholder expectations. • Ensure through continuous auditing that set standards are met and exceeded. • Derive, gain approval for, manage and report on the Principal Accountabilities Delivering Business Goals •
Other • Self- Motivated and able to work independently. • Leads and motivates the team and colleagues especially when under pressure. • Suitably qualified and possess technical knowledge and experience of similar facilities and systems. • Self-motivated, confident, and eager to learn. • Able to work on own initiative, adapt to changing situations and remain calm/effective when under pressure. • Able to effectively respond to faults & rectify problems related to relevant systems. • Possess good communication skills, both oral and written. • Ability to make quick and accurate decisions; demonstrate good judgement. • Be an effective communicator with all levels of personnel, be collaborative and able to compromise for the benefit of the team. • Willingness to work flexible hours where necessary. Change to Ability to be flexible to suit the needs of a 24/7, 365 business” • Implement and lead a continuous improvement culture.
Key Performance Indicators (KPI’s) • Ensure all areas of the Store are kept consistently clean and maintained to the highest standards. • Ensure all work is logged, prioritised and delivered against an agreed standard and scheduling. • Manage budget to tolerance of -5% to +0% • Ensure colleague numbers are kept at the required levels and aligned with shift patterns that continually meet the demands of the business. • Ensure all colleagues have a performance review which contains an adequate assessment of performance, SMART objectives for the next year and an appropriate development plan. • Ensure sickness and absence levels for the sections remain within the agreed company % targets and that all LTS cases are dealt with in a manner that minimise risk exposure.
• To continually develop own knowledge in line with industry best practice and engage with development objectives set by the business. • Be an active member of the Facilities & Engineering Leadership Team, using subject matter expertise and experience to support and develop the department. Work with the Director of Facilities and Engineering and Business Analyst to set the departmental Capex and Opex budgets. • Manage the department against these expense and capital budgets. • Ensure all Capital Projects and Minor New Works are delivered as per business targets. • Financial and Business Planning • Liaise with the Director of Facilities to ensure that budgets demonstrably and effectively reflect the cost base required to meet the current and future requirements of the section as demanded by the business.
Values •
We are human
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We strive to exceed
We build trust We take pride
We are one
These values are the behaviours and ways of working that we attach the most importance to at Harrods. We use our values to illustrate how we want to be with each other, with customers, with suppliers, and with other stakeholders.
WORKING FOR HARRODS If you are looking to take the next step in your career with a dedication to maintenance and cleaning in an environment unlike any other, this role will open doors for you. Harrods offer great pathway opportunities to develop your career as a specialist and expand your career horizons.
Holiday Allowance •
from your pay
We have a whole host of benefits at Harrods and it’s all in our dedicated benefits portal that you will be given access to if you join the business. Below is just a taster of some of the great benefits Harrods employees enjoy. You can enjoy up to 33% discount off purchases within store using your Harrods rewards card plus earn points on your purchases that can be redeemed as cash at any time. Staff Discount • You can get 50% off clothing items that you purchase in store to wear at work. What you can purchase depends on where you work and your job role. Season Ticket Loan • Up to £10K interest free loan payable over 10 months for an annual ticket (or you can apply for a six-month loan payable over 5 months). Harrods Management Pension Scheme (HRSP Longstanding) • You can join the HRSP Longstanding Management Business Clothing Discount • pension scheme and contribute a minimum of 6% of your salary which we will match with 10%.
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National Art Pass – access hundreds of galleries, historic houses and exhibitions for free or at discounted rates with an Art Pass (discounted for Harrods employees). Leisure discounts - A huge variety of discounts on shopping, utilities, financial products, hotels, travel and more from our benefits website. High Street and Discounted Health Cash Plans - Cash plans to help with dental, optical and general health costs Annual Gym Membership - Discounted gym membership from wide variety of gyms deducted directly from your salary (after six months service). Harrods Award for Excellence - Our top recognition scheme with an Oscars style ceremony that celebrates the very best about our employees and our values. Knightsbridge Club - Celebrates exceptional service delivered by exceptional people Long Service Awards - Our Long Service Awards recognise the long-standing loyalty of our employees over key milestones every 5 years with awards ranging from £750 to £10,000. Instant Recognition - Our way for managers to make a quick reward for standout performance on the spot.
You will receive 25 days holiday rising to 27 days over a five-year period. Day off for your Birthday or Wedding / Civil Partnership
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Enhanced Maternity •
10 weeks full pay followed by £50 per week top up to statutory depending on your length of service. You will also be able to apply for a £1000 interest free loan on return to work to help with childcare.
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Sabbaticals •
You can apply for an unpaid sabbatical after 3 years’ service.
Corporate Health Service • Support from a
doctor, clinician and occupation health specialists through line manager referral. You can also take advantage of free flu jabs, mental health support, physiotherapist, discounted massage and podiatry.
Recognition •
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LifeWorks •
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Harrods employee assistance programme to provide everyday support in times of need.
Other benefits include: •
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Cycle-to-Work Scheme – save tax and national insurance on our cycle to work schemes Employee Loans at competitive rates and repayments deducted
Private Medical Cover •
You are entitled to Single cover for Private Medical with our provider BUPA.
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APPLICATION PROCESS Harrods are being supported on this recruitment campaign by the search consultancy The Management Recruitment Group (MRG). To arrange a confidential briefing conversation please contact our retained advisor, Matthew Giles (matthew.giles@mrgglobal.com) | 07530680159 of MRG. Applications should consist of a comprehensive CV (of not more than 4 pages).
Applications should be sent to matthew.giles@mrgglobal.com
At Harrods, we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.
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