General Manager in Guildford

Hours: 37.5

Location: Guildford

Salary: £43,192.40 OTE

Looking for a workplace that ignites your passion, values respect, encourages innovation, and embraces being dynamic? This role offers you the opportunity to join a team that believes in empowering its colleagues to unlock their full potential with Horizon.

The Trust Horizon Leisure Centres is a leisure trust operating since 1997, with centres in Waterlooville, Havant and Guildford. We are passionate about health and wellbeing and are committed to making an outstanding positive impact on our customers and within our local community. Our mission is to support and inspire our local communities to live healthier and happier lives by providing affordable access to sport and leisure facilities to all.

At Horizon Leisure Centres, we are passionate about health and wellbeing and are committed to making an outstanding positive impact on our customers and within our local community. Wherever you work in our business, you will have the opportunity to bring new ideas to continuously improve our service and deliver an exceptional experience to our customers.

Your Role

In this role you will be responsible for maintaining robust and effective performance management analysis to enable strategic decision making for the performance of the Trust. Ensuring all income accounting activities are fulfilled and comply with statutory regulations and governance for both entities. You will ensure strong operational and commercial performance of the centre, delivering quality health & wellbeing services to customers. Continuously deliver strong leadership across the team improving service and brand standards across all areas within the centre. There will also be a requirement to meet and exceed commercial targets, manage budgetary performance and deliver exemplary customer service at all times. In this role you will also be required to undertake Duty Manager shifts and responsibilities.

Your Team

You’ll be working as part of the Operations team responsible for delivering a first-class leisure experience for our customers.

Your Responsibilities

• Performance & Planning
  • Manage, control and co-ordinate the daily operation of the Centre.
  • Ensure effective resource and Rota management in line with operational needs and Centre budget.
  • Effectively lead Centre teams in each operational area to drive continuous improvement, in line with Horizon’s vision, mission, values and strategy.
  • Ensure all Centre team members are aware of the operational plans in place to contribute to the business strategy.
  • Deliver monthly Centre performance meetings with the Regional Manager and Commercial Director, identifying key areas of focus and improvement.
  • Constantly review and improve Centre performance using, Plan, Do & Review.
  • Continuously prepare the Centre for Quest Assessment, ensuring that improvement plans are managed.
  • Participate in Centre performance reviews with both the Regional Manager and Commercial Director.
  • Deliver against business strategies to ensure the Centre achieves a revenue surplus each financial year.
  • Support the Regional Manager with the business plans for the Centre.
• Finance
  • Manage Centre budgets and provide basic forecasting in line with Finance Team requirements.
  • Achieve targets for income and expenditure, adjusting the operation where needed.
  • Provide weekly income report and monthly P&L forecasts, along with other requested data for the Regional Manager and Commercial Director.
  • Track the financial performance of the Centre and advise the Regional Manager of any budgetary pressures.
• People Management & Development
  • Be responsible for the Centre operational teams, including, but not exclusively; recruitment and onboarding, coaching and support, reward and recognition, training and development, and performance management.
  • Ensure all internal messages are effectively communicated and understood across all operational teams.
  • Manage and conduct regular, documented, goal orientated “let’s talk me” 1-2-1 meetings with your team ensuring they are set for success.
  • Drive performance against people related KPI’s including eNPS, absence, turnover and stability.
  • Manage employee relations in a proactive way to resolve day to day issues liaising with People and Culture where required.
  • Ensure all teams daily demonstrate our company vision, mission, and values.
• Sales, Service & Marketing
  • Ensure sales teams are achieving the set targets for our products and services.
  • Ensure effective use of Centre space, by updating/introducing new programmed activities and initiatives.
  • Support and drive Café revenue performance against budget, driving average transactional value (ATV), transaction volume and profit margin.
  • Communicate performance and sales statistics to the Regional Manager where required.
  • Interact with customers to gain a better understanding of their needs through various feedback methods (NPS, Customer Forums).
  • Effectively manage customer feedback and complaints, ensuring that a professional and timely response is provided.
  • Prepare a “Service Improvement Plan” based upon the Net Promoter Score feedback.
  • Ensure excellence customer service standards are met through the adherence to a quality management program.
  • Liaise with the Marketing Team to ensure new initiatives are communicated and promotional materials are correctly displayed.
  • Work closely with the Marketing team to maintain brand standards across all Centres.
  • Assist with large corporate events and planning/delivery of monthly social events for customers and staff, along with other team building activities.
• Standards
  • Ensure quality standards are always met through the adherence to a quality management program, overseeing the delivery of weekly cleaning/maintenance audits and reviews.
  • Monitor Quest and Service Improvement Strategy scores and make improvements where possible.
  • Ensure quality standards are met and the Centre teams understand expectations and deliverables.
  • Ensure that all team members are aware of their responsibility under the Health and Safety at Work Act and all procedures are fully adhered to.
  • In accordance with the Health & Safety at Work Act to take necessary action in any situation likely to cause accident/injury or likely to render the buildings, structures, plant, and equipment unsafe.
  • Responsible for setting company standards on site, to ensure compliance with rules and procedures.
  • Overall responsibility for security including cash, building and controlled items.

Your Experience

• Relevant experience
• Minimum 2 years site management experience of a large site.
• Proven ability to develop client relationships.
• Operational experience in dry multi-facility sites.
• Experience of dealing with personnel issues and managing a team.
• Demonstrable experience in maximising revenue generation at site level.

Your Qualifications

• Degree preferably in business studies or sports/leisure management – desirable
• Specific financial and facilities management qualification/training – desirable

Your Competencies & Skills

• Budgeting and Forecasting
• Business planning
• Employment relations
• Sales & Business Performance
• Team development and Values
• Recruitment
• Resource planning
• Operational management and planning
• Complaints management
• Health & Safety
• Brand and Quality Standards
• Purchasing
• QUEST quality scheme (desirable)
• Leisure industry trends – publications, mystery shop, networking
• Strong Leadership skills and people management
• IT literate – Word, Excel – (Plus, business specific systems)
• Excellent written and verbal communication skills
• Flexible approach to work.

What you can expect from us

• A comprehensive induction and training programme; you don’t need to have worked in the leisure industry before. We will teach you all you need to know!
• Support from the wider team who have a great deal of combined knowledge and experience and who are eager to help you succeed!
• Variety; no two days are the same!
• An environment that encourages innovation and free thinking, surrounded by really dynamic, empowered individuals.

Benefits

• Free access to our award-winning gyms and exercise classes for you and a +1
• Employee discounts and wellbeing platform
• Healthcare Cash plan
• Free 24/7 access to GPs using our SmartHealth plan
• Employee Assistance Programme - support for when you need it most
• 23 days annual leave + 8 days bank holiday
• Internal recognition schemes
• Opportunities for training, development and progression
• Free onsite parking - subject to availability
• Hybrid and family friendly policies
• Generous company sick pay scheme
• Employee referral scheme
• Company pension scheme
• Death in service benefit
• And much more....

This role will be based at Guildford but will be expected to travel to other company sites as the need requires.

Interview Process

The recruiting manager will review your CV and if shortlisted, you will be invited to a formal interview/assessment process where we will evaluate your suitability for the role. The successful candidate will be subject to an Enhanced DBS check. There may be times when due to the volume of applicants we need to close a vacancy early to avoid disappointment, be sure to get your application in as soon as possible!

If you are a recruitment agency, please note we operate a PSL and do not take cold calls.