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.
• 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, clarifying and delegating direct responsibility of their role.
• 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, while promoting high morale and team spirit.
• 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 through daily role modelling and leading by example.
• See the business through the eyes of the customers and ensure that your team are fully motivated and engaged to provide a positive customer experience.
• Service should be at the forefront of all training and expectations.
• Ensure that the centre looks, feels, and sounds in line with company service standards and empower your management team to deliver the same at all times.
• 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, including party comment cards and internal and external reviews.
• Complete regular observations with the team as a whole to ensure consistency and drive service throughout all activities, addressing any improvements that may arise.
• Safety & Compliance
• Ensure the correct and continual use of all company procedures, systems and documents and ensure the team is also fully engaged in the correct process.
• 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 such as the local Councils, Environmental Health, and Health and Safety Officers.
• 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 as well as ensuring the highest standards of hygiene and health and safety.
• In the instance of a serious incident or accident, ensure all relevant paperwork is completed to the required standard and sent off for review and retainment to the GM.
• 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.
• Ensure all H&S folders are up to date and compliant, ensuring that all relevant certificates are in date, print and filed.
• Complete internal H&S audit within the centre.
• Success Measurements
• Achieving required performance levels in all business KPIs and Audits.
• Be fully aware of set targets and projections and continually pursue these through our core values of managing costs, quality, and service.
• Achieve required levels of customer feedback, through party comment cards and customer reviews and provide evidence of how constructive feedback has been managed.
• Confidently analyse all financial reports on a weekly basis and maintain strong lines of communication with the GM on how these have been effectively controlled and support any action plans that need to be in place.
• 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.