Assistant General Manager - Lisburn

Airtastic is Ireland's leading leisure and family entertainment brand, operating multiple multi-activity venues across Ireland. Owned by SMS Platinum Group Ltd, Airtastic Lisburn offers a diverse range of activities including a state of the art Bowling alley, Laser tag, Ultimate Challenges, amusement arcades, and an NY Urban Pizza restaurant. Our mission is to create fun, inspiring customer experiences with a focus on exceptional service and memorable moments for families and groups.

Scope of Role

Assisting with the general management of all employees and accountability for the successful performance of the centre. This includes areas such as sales and costs but also adequate representation of all brand standards in customer service, hygiene, maintenance and safety.

Managing Business Cost & Performance

• Collate and present accurate and timely information on the following documents to give a full understanding of your centre.
• Working alongside the General Manager, aim to develop your management team to have a full understanding of all associated stocks costs, complete accurate monthly stock takes and ensure that all information provided is detailed and precise.
• Analyse any discrepancies and put any action plans in place for any potential opportunities.
• Review monthly KPI's alongside the GM, highlighting any opportunities and address any actions that may need to be taken.
• Aim to maximise all areas of sales revenue and continually challenge yourself and your management team with the relevant departmental targets.
• Support the General Manager with implementing any targets or supporting any action plans within the management team.
• In the absence of the General Manager, assume full accountability of the centre performance and seek any relevant support from Business Development Manager.

HR & People Management

• Competently manage individual and team performance through leading by example in all operational areas.
• Follow all correct HR processes, following all company guidelines, procedures, company handbook and engaging in relevant support from the GM when needed.
• Alongside the General Manager, complete all recruitment stages within the centre and develop the management team to deliver the same within their departments.
• Ensure that all regular appraisals and deadlines are adhered to.
• Passionately strive to develop, train and coach a reliable team and motivate them to a level of competence.
• Use company tools such as versatility trackers to ensure gaps are identified and training opportunities are being optimised.
• Identify and structure a solid succession plan for your team to secure further development and progression within the company.
• Ensure company ethos of Work Life Balance is being practiced in the centre by adhering to rota fairness and a give and take approach.

Customer Experience and Service Levels

• Consistently demonstrate exceptional customer service and inspire your team to deliver the same standards.
• Ensure that your team are fully motivated and engaged to provide a positive customer experience.
• Continually ensure that the centre looks, feels, and sounds in line with company service standards.
• Ensure all customer rules, policies for both staff and customers are applied by management and staff.
• Ensure compliance within the team with regards to the customer feedback process.
• Complete regular observations with the team as a whole to ensure consistency and drive service throughout all activities.

Safety & Compliance

• Ensure the correct and continual use of all company procedures, systems and documents.
• Be accountable for all cash handling, card transactions, banking and transaction/sales reporting.
• Work together with the General Manager to build a strong relationship with outside regulating bodies.
• Manage the upkeep and excellent condition of all equipment and premises ensuring prompt remedial action as required.
• Maintain a safe and harmonious working environment for team members and customers.
• Ensure all maintenance issues are highlighted and addressed for completion following the correct process.
• Review all staff training such as food safety and first aid on a regular basis and plan any training sessions as required.

Success Measurements

• Achieving required performance levels in all business KPIs and Audits.
• Achieve required levels of customer feedback, through party comment cards and customer reviews.
• Confidently analyse all financial reports on a weekly basis and maintain strong lines of communication with the GM.
• Evidence of effective performance management within the team as a whole.

Qualifications

• 3+ years experience at senior management level in a fast paced business, in an industry such as hospitality, leisure, retail or catering.
• Knowledge of business KPI's and correlation of supporting figures.
• Working knowledge of the booking systems and reporting functions.
• Proficient in Microsoft office products – Outlook, Excel & Word.