Guest Experience Manager – Leeds

Guest Experience Manager - Leeds Up to £38,000 per year & Bonus (depending on experience) Prison Island is coming to Leeds, and we’re looking for a Guest Experience Manager to join the management team opening our brand-new multi-activity venue. Perfect for a hands-on manager who thrives on the floor or an experienced Assistant Manager ready for their next big step. Reporting to the General Manager, you’ll play a key role in building and developing the team, embedding the Prison Island culture and taking genuine ownership of team performance on the floor, the overall guest experience and venue atmosphere. This is a genuine management role with real responsibility, commercial targets and the autonomy to make decisions on the floor. About Prison Island: Prison Island is one of Europe’s fastest-growing indoor entertainment concepts. It is an immersive team challenge where players take on a series of interactive cells testing skill, teamwork, logic and physical ability as they compete for the highest score. Our new two-floor Leeds venue will bring together Prison Island, Interactive Darts, Interactive Golf and more, alongside a bar and food offering - creating an exciting new leisure and social destination in the heart of Leeds. The Role: As Guest Experience Manager, you’ll play a key role in getting the venue ready to open and delivering an exceptional experience from day one. You’ll be highly visible throughout the venue - leading the team, coaching in the moment, engaging with guests and making sure the experience, atmosphere and standards are consistently where they need to be. You’ll have genuine management authority, with the autonomy to manage the team, make decisions and act on what you see. You’ll also have clear commercial responsibilities, driving add-on sales, food and drink performance, five-star reviews and repeat visits - understanding that great guest experiences and strong commercial performance go hand in hand. You’ll have agreed KPIs across add-on sales, food and drink performance, secondary spend, guest reviews and satisfaction, repeat visits and venue standards. What You’ll Be Doing: Help recruit, onboard, train and develop a brilliant team for our new opening. Lead, coach and develop the team - recognising great performance, building individual strengths and addressing standards when needed. Own the guest journey, venue atmosphere and service standards across both floors. Manage the team and labour during trading, adjusting deployment and staffing in response to demand. Drive add-on sales and secondary spend across activities, food and drink, coaching the team to sell confidently and naturally. Handle guest feedback and complaints, driving five-star reviews, guest satisfaction and repeat visits. Make celebrations and group visits memorable, while supporting corporate and local relationships that can generate repeat business. Support day-to-day stock ordering, cash handling and other operational controls. Spot great content opportunities and help capture authentic moments from the venue. Maintain high standards across activities, bar, food and guest areas - spotting issues, taking action and following through to resolution. Ensure health & safety, alcohol licensing, company policies and operational standards are consistently followed. What We’re Looking For: You’ll be someone who naturally notices things - The guest who looks unsure. The team member who deserves recognition or needs some coaching. The atmosphere dipping. A standard starting to slip. The corporate group we could turn into a regular customer. The opportunity to make someone’s celebration that little bit better. And importantly, you will have the drive and skill to rectify/build on these situations. Most importantly, when you see something that needs doing, you make sure something happens. You’ll Bring: Experience leading and developing a team in a fast-paced customer-facing environment. A hands-on management style and genuine enjoyment of being on the floor with your team and guests. Strong commercial awareness and confidence working towards targets and KPIs. Confidence leading busy shifts, making decisions and solving problems. Energy, initiative, strong communication skills and a real sense of ownership. Flexibility to work evenings, weekends and public holidays. Experience within leisure, hospitality, attractions, competitive socialising, entertainment or retail would be particularly relevant. Experience with new openings or licensed venues would be an advantage, as would a Personal Licence or First Aid qualification, but these aren’t essential. Our Culture: Our values shape how we work, how we treat our guests and what we expect from each other. Bring the Buzz - Create unforgettable moments and an atmosphere people want to be part of. Bring energy, engage with guests and help make every visit feel like an experience. Bring Your A-Game - Take pride in your work and maintain high standards. Be prepared, stay switched on and care about the details. Team Up - Great experiences are built by great teams. Communicate, support each other and step in when someone needs you. Own It - If you see it, you own it. Take responsibility, think ahead and make things happen rather than waiting for someone else to do it. Champion the Venue - Believe in what we do and be proud to talk about it. Know our experiences, showcase the venue and look for opportunities to bring people back. What We Offer: The opportunity to play a key role in opening a brand-new multi-activity venue. Real responsibility and autonomy to make decisions. The chance to help build the team and embed our culture and values. Comprehensive training and ongoing development. Genuine opportunities for progression as the business grows. Company pension. Staff discounts across our activities. If you’re a manager who gets their energy from being in the middle of the action - developing people, talking to guests, driving performance and making things happen - we’d love to hear from you. Please apply now!41bf1e1f-b16b-4260-a40a-17c77a06fd15