General Manager – The Lodge Bar & Kitchen

The Snow Centre, located in Hemel Hempstead, offers a premier indoor skiing, snowboarding, and sledging experience with real snow. Featuring a 160m Main Slope and the UK's largest indoor lesson slope, its facilities are designed to deliver year-round alpine conditions for guests of all skill levels. Our team plays a pivotal role in creating a magical guest experience, and we highly value confident, vibrant, and passionate individuals. At The Snow Centre, we foster the growth and development of our employees’ skills and provide opportunities to maximize their talents. If you thrive in a dynamic work environment and are committed to excellent customer service, you’ll feel right at home.

About the Role

We are looking for an experienced and passionate General Manager to lead The Lodge at The Snow Centre. This is a leadership role, responsible for delivering an exceptional guest experience, maintaining high brand standards, and driving commercial performances. As General Manager, you will oversee the day-to-day operation of The Lodge, develop and retain a high-performing team, and play a key role in influencing the wider strategy and success of The Snow Centre.

Key Responsibilities

• Leadership & Team Development
  • Lead, coach, and mentor Front of House team members to support performance, engagement, and progression.
  • Develop a strong FOH team structure and maintain effective working relationships across FOH and BOH.
  • Support the Kitchen Manager and kitchen team.
  • Ensure all HR paperwork, inductions, and training records are completed and maintained.
  • Develop Team Leaders and support succession planning.
• Operations
  • Oversee day-to-day operations of The Lodge, ensuring consistency and high brand standards.
  • Ensure full compliance with Health & Safety, licensing, and legal requirements.
  • Responsible for maintenance and upkeep of Front of House equipment.
  • Effective use of Epos systems including Business Analytics, Stock Management, and Centralised Management.
  • Communicate effectively and include other departments within The Snow Centre.
  • Drive revenue, turnover, and KPI performance.
  • Ensure accurate Controllable costs, in line with budgets.
  • Overview and understand monthly P&L review, budgeting vs actuals.
  • Manage payroll percentage in line with budget.
  • Maintenance planning and Capex projects.
  • Full responsibility for Stock, stock take reports and review, maintaining GP % in line with budget.
  • Monthly stock takes and weekly line checks, completed by the 3rd working day of each month.
  • Weekly processing of stock management, ordering, credits, wastage and product development with seasonal offerings.
  • Build and maintain strong supplier relationships.
• Rota & Workforce Planning
  • Produce rotas 4 weeks in advance (2 weeks live) based on forecast sales, footfall, and events.
  • Ensure weekend cover and additional support during peak periods.
  • Manage holiday requests and absence planning.
  • Forecast rotas accurately to control costs while retaining and engaging the team.
• Marketing & Guest Experience
  • Assist with menu development and promotional materials.
  • Support delivery of the Lodge promotions plan.
  • Monitor guest feedback via Power BI, TripAdvisor, surveys, and NPS.
• Reporting & KPIs
  • Monitor and improve KPIs including:
  • NPS and guest satisfaction.
  • Wet, Food and coffee stock percentages.
  • Payroll percentage.
  • Induction and training completion.

About You – Essential Requirements

• Extensive experience in hospitality management at Deputy General Manager or General Manager level.
• Proven track record of increasing KPIs, revenue, and turnover.
• Strong stock management experience, with a full understanding of back-of-house EPOS systems.
• Excellent rota management and forecasting skills, delivering rotas within budget while maintaining low staff turnover.
• A confident and inspiring leader with the ability to coach, mentor, develop and manage teams.
• Highly organised, commercially aware, and comfortable working with data and reporting systems.

About us – Who are we

At The Snow Centre, we offer adventure and exhilaration. A world-class experience crafted and guided by experts. But while we’re next-level specialists, we also really, really love snow. And it’s our mission to share that love with as many people as possible. To excite and inspire those with all abilities to join us on the slopes. Inspiring adventure through world-class experiences. Creating safe, exhilarating environments where everyone can achieve their ambitions and explore the thrill of real snow.

Our Personality

• Passionate: Driven by passion. We really, really love snow. It holds the magic of childhood memories and the power to transform sport into adventure. We want to share those feelings of exhilaration and wonder with everyone. Our passion is obvious in everything we do and say–an enthusiasm so infectious and inspiring that people can’t help but want to join in.
• Professional: Reassuringly Professional. In order to have fun our guests need to feel at ease at every step, be confident in our safety measures and the experience of our team. That does mean taking ourselves and what we do seriously. We’re a high-performance brand offering high quality experiences. We do things right, so we look and sound like the pros that we are.
• Energetic: Feel-good Energy. Our activities are high energy and so is our attitude. All of our communications, interactions and environments, whether internal or externally facing, reflect feel-good energy, warmth and positive vibes. Setting the tone for the exciting and fun-filled experiences we offer.