Assistant General Manager - in Norwich

Overall responsibility for the delivery and development of all aspects of Norwich and to ensure that customer expectations are consistently met or exceeded. To safeguard the long‑term success of the Adventure Leisure division for its stakeholders, the Assistant General Manager will display determination and focus in guiding all the elements of Adventure Leisure to the highest level ensuring that Norwich is recognised as the premier family‑centric leisure destination of the surrounding area.

Revenue Generation

• Undertake and review customer usage and bookings daily to verify appropriate rates are being charged, utilisation is optimised, and all procedures are documented per policy.
• Instigate and manage all promotions, through the EPOS system to enable tracking through accurate coding and training.
• Review daily utilisation level to identify price integrity and demand opportunity.
• Offer and track monthly promotional offers, weekly upsells, bounce backs and replay strategies for course customers.
• Review performance, analyse results and report the metrics, whilst looking for enhancements.
• Continuous monitoring of the agreed standards and training & recording of all relevant staff.

Sales and Marketing

• Development and training of internal Sales & Marketing ethos, culture and MOS.
• Responsibility for input maintaining the customer database whilst adhering to data protection laws.
• Assist in generating offline marketing and compelling campaigns.
• Develop engaging and appropriate campaigns for the identified target markets.

Expense Management

• Utilise effective staff levels planning and ensure rotas reflect business demand patterns and budget.

Merchandise/Catering

• Manage all food and beverage service which includes the licensed bar, hot and cold display counter, catering department, kitchen, snack bar, and co‑ordinate to achieve qualitative/quantitative goals and ensure customer satisfaction.
• Ensure 100% compliance to food hygiene standards.
• COS target ratio to be managed as per the budget of lower.
• Responsible for all food, beverage, retail supply purchases maximising group agreed supplier contracts.
• Ensure that employees meet all standards for performance, appearance and service provision.
• Solicit and handle customer enquiries, comments, suggestions and concerns to provide answers or determine solutions.
• Follow up with guests/members to ensure satisfaction.
• Complete various financial reports and budgets to keep management informed of goals and status, and to aid in making effective business decisions.
• Responsible for all adventure golf, food and beverage and retail department accounting and files.

Maintenance

• Responsible for the overall general condition and maintenance of the facility to include suggestions for annual improvements to the facility.
• Ensure the adventure golf courses are walked daily, and the required standards of operation are met and Health and Safety check sheets have been completed and action taken where appropriate.
• Undertake any required routine maintenance/repairs and landscaping that is required to sustain the product quality.
• Report and record any health and safety or maintenance issues that cannot be fixed/repaired on site.
• To organise and liaise with supplier/contractors for maintenance regimes.

Development and Management/Leadership

• Lead the recruitment and orientation of all new employees.
• Ensure new employees receive induction and training for their position that is consistent with group standards and policy.
• Understand the group Vision, Mission & Values as part of the ongoing team development.
• Communicate the agreed business plan and lead the team to achieve budgeted goals.
• Coach employees and give positive reinforcement when appropriate.
• Be a role model for all employees by demonstrating behaviours and work ethic expected of all BGL staff and ensure that our Mission, Vision and Values are acted upon at all times.
• Implement all company human resources policies and procedures to include the regular appraisal of employees.
• Maintain an appropriate level of community/public affairs involvement to facilitate networking and knowledge of our business to the wider community.

Additional Responsibilities

• Comply with group personnel policies and health and safety procedures.
• To undertake any further duties as reasonably requested by the management.

Qualifications

• Minimum of 2 years previous experience as a Duty Manager or Deputy Manager (essential).
• Operational site management experience (essential).
• P&L Financial experience (desired).
• Experience of Sales and Marketing (desirable).

Skills

• Strong Leadership and People Management Skills.
• Excellent communication skills: Verbal, Written and Listening.
• Prioritisation skills - the ability to plan work activities and to use time efficiently.
• Good delegation skills.
• Good Time management and organisation skills.
• Problem solving and decision‑making skills (pragmatic).
• Strong Planning skills.
• Good Presentation Skills.
• Coaching and development skills.

Attributes

• Organised and enthusiastic with a "can do" attitude and attention to detail.
• Good ability to manage change.
• Must be results driven.
• Good GCSE educational standard (essential).
• Personal Licence (preferred).
• First Aid at Work Certification (preferred).
• Driving Licence (required).

About Adventure Leisure

We are Adventure Leisure, a leading leisure operator across the UK with the established brands Mr Mulligans, Bunkers and Ninja Warrior. We are rapidly expanding and have ambitious plans to develop our current offering of crazy golf, electro darts, shuffleboards, pool, assault courses and additional leisure. Our values are People, Pride and Quality; our mission is to provide memorable experiences for our guests.

Benefits

• Competitive Salary.
• Annual bonus scheme.
• Employee assistance wellbeing programme.
• 50% off food & drink.
• Apprenticeships.
• Learning and development opportunities.