Overview
The Shift Manager will be the main point of contact for the team during their working day. Reporting to the Venue Manager, the Shift Manager will ensure daily operational plans are fulfilled by ensuring that relevant tasks and objectives are carried out by the team and that the team are in the right place at the right time to manage fluctuating guest demand while maintaining operational standards and guest experience.
You will support and coach the team to deliver a great experience and drive key targets such as add-on sales or promotions. This is an operational guest-facing role, so non-guest-facing tasks will be allocated within your working week to allow you to spend the majority of your time in the venue with guests.
Responsibilities
* Enhance guest experience by driving improvements in Guest NPS and feedback.
* Play a crucial role in boosting Employee NPS and maintaining a positive work environment.
* Increase retail spend while ensuring the right people are in the right place at the right time to meet goals.
* Ensure stock and propositions are available for guests and deliver a consistent, high-quality guest experience in line with brand and venue guidelines.
* Capture guest feedback, monitor NPS, and take action to improve where possible.
* Provide accurate rotas three weeks in advance through SAM and ensure the system is closed accurately.
* Coach and develop the team to meet departmental goals while upholding Butlin’s Values and Leadership Behaviours.
* Ensure rotas align with the Right People, Right Place, Right Time (RPRRT) principle and maintain strong relationships across the resort and with central support teams.
* Handle people support for the department, including onboarding, performance management, training, and formal HR processes.
Skills, Knowledge & Expertise
* Ability to manage the team during shifts, ensure key tasks and objectives are met, and drive add-on sales and promotions.
* Ensure stock availability and guest propositions; deliver a high-quality guest experience aligned with brand/venue guidelines.
* Strong guest feedback capture and NPS improvement actions.
* Experience in workforce planning and rota management (via SAM).
* Leadership skills to coach, develop, train, and manage performance while modelling Butlin’s Values and Leadership Behaviours.
* Excellent communication across all levels and ability to juggle multiple priorities in a dynamic environment.
* Experience with HR processes, onboarding, and employee lifecycle tasks.
Job Benefits
* Sports and Activities qualifications with relevant experience and prior leadership experience in a comparable environment.
* Excellent guest and customer service skills; effective problem-solving for inquiries and complaints.
* Proven ability to create opportunities through sales and promotions and collaborate with a diverse team to meet guest demand.
* Track record of leading teams to success, managing performance, coaching, training, and upholding high standards.
* Strong communication and the ability to adapt to evolving requirements.
About Butlin’s
At Butlin’s, we’re all about fun, excitement, and adventure. For over 80 years we’ve delighted hundreds of thousands of guests each year, whether on a family break or an Adult-only event. Our culture emphasizes creating smiles, getting stuck in, and caring for each other.
There has never been a more exciting time to join Butlin’s!
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