Duty Manager in Stevenage

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.

Role Overview

Your overall responsibility will be to ensure the smooth running of Stevenage whilst completing Open and Close Shifts. Safety, Service and Standards will remain the key focus on shift as well as the day-to-day management of the Centre and team members. Your role will consist of running the operations on shift and managing the team as well as having an active role in sales, managing enquiries and promoting our services to local businesses.

Key Accountabilities

• Operations
  • Overall responsibility for designated shifts in absence of GM / AGM – including people management of all on-shift team members
  • Maintain positive and effective relationships with customers and colleagues
  • Assist with the care and maintenance of all assets, inventory, and resources of the location
  • Manage session changeovers, with clear communication and objective setting
  • Monitor all areas of the operation and manage issues / incidents in a timely manner
  • Plan daily / weekly rota with GM / AGM as required; allocating staff efficiently for functions and needs of the business
  • Open and Close shifts ensuring compliance, health and safety, service and standards are maintained
  • Ensure statutory compliance with all BGL Health & Safety procedures and law; completing mandatory checks
  • Ensure 100% compliance with site health and safety training at all times
• Financial and controls
  • Implement and monitor all financial controls, cashing up and processing transactions correctly
  • Complete month end procedures for retail in line with BGL company stock taking procedures
  • Adhere and monitor compliance of purchasing policies and procedures
  • Ensure all BGL procedures and policies are adhered to
  • To control all operating costs within standards set by the business and line managers
  • Control and maintain good payroll to sales ratio, ensuring balance of service and operations
  • Control food and beverage GP’s by maintaining expected profits, wastage controls, ensuring food is delivered to spec and processes and procedures are adhered to for stock take procedures
  • Complete regular stock checks to ensure adequate PAR levels and ordering is completed across all areas of the business
• Customer Experience
  • Ensure that all team members consistently deliver outstanding service levels to achieve excellent customer satisfaction
  • Review customer service metrics, communicating to the team and putting in plans to improve in areas
  • Complete customer service training to upskill all team members ensuring service is our priority
  • Observe and intervene with behaviours displayed both positive and constructive – feeding back to employees
  • Resolve any customer queries and enquiries promptly and efficiently
• Sales
  • Take a strong lead in managing function sales for the business
  • Creating quarterly, monthly, weekly and daily plans for whole team to achieve
  • Set KPI’s and targets for individuals for sales including outreach calls, outreach and business relationship building
  • Analysis function sales revenue, growth and areas for development, communicate to required persons
  • Complete any reports/staff notice boards to communicate plans and targets
  • Complete spot check ‘mystery guest’ calls and visits to ensure enquiries are managed and maintained as required
  • Manage in house CRM system ensuring enquiry management is to standard
• Team Management
  • Involvement in FOH team members recruitment and interview stage including all necessary paperwork
  • Complete new starter inductions ensuring team are welcomed, settled and make good progress on inductions
  • Complete 4- and 8-week probation reviews with team members
  • Complete regular 121’s with team members
  • Actively participate in hosting team meetings and training sessions
  • Complete any investigations of disciplinary matters if and when required. Seeking support from line manager/HR
  • Regularly feedback to team members with positive observations, constructive criticism and continue to review
  • Assist AGM/GM in maintaining regular and effective communication within the team, including attending meetings
  • Raise any concerns from team members to AGM/GM
  • Ensuring professional behaviours displayed at all times
  • Ensuring confidentiality is always maintained
  • Fully co-operate with any colleagues requiring assistance in prompt, caring manner. Being skilled and knowledgeable to assist in all areas of the business
  • Assist the AGM/GM and other managers in quality training and coaching in systematic and professional way to ensure consistent delivery of product and service standards
  • Assist in creating an environment which promotes staff morale and encourages employees to have pride in their work and ensure maximum efficiency
• Health & Safety
  • Complete all compliance checks as required
  • Report any hazards or concerns immediately to line manager
  • Comply with statutory and legal requirements, licensing and employment, including supervisory responsibility that all team members are adhering to legislation and the company’s policies and procedures

Experience

• 1 years’ People Management experience - Essential
• 1 years’ Venue Management experience - Essential
• Experience working in a hand-on customer facing role - Essential
• Key holder experience - Essential
• Health and safety experience (carrying out checks) – Essential

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
• 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