Satellites Manager - Days
Department: Restaurants & QSR
Employment Type: Permanent - Full Time
Location: Skegness
Reporting To: Eleanor Nash
Description
As our Satellites Manager, you are the heartbeat of our resort's diverse retail world.
You won't just be managing one shop; you'll lead a vibrant portfolio of multi-venue outlets—from toys and sweets to photography and equipment hire.
Your mission is to blend exceptional guest experiences with top‑tier commercial performance. You will be a master of insight, using NPS, sales mix, footfall, and team data to implement improvements that elevate every guest's stay. You'll be a highly visible leader, coaching your teams in real‑time to ensure every venue is presented to brand standard, engaging, and safe.
Key Responsibilities
Guest Experience & Retail Service Leadership
* Oversee guest experience across all satellite retail outlets, ensuring speed, friendliness, product availability and store presentation.
* Maintain retail and VM standards including planograms, displays, cleanliness, signage and brand consistency.
* Use NPS insights and guest comments to improve service flow, queue management and shop layout.
* Lead from the front during peak trading, supporting the team with real‑time coaching and visibility.
* Ensure the photography and hire experiences are hassle‑free, safe and add value to the guest stay.
Commercial, Stock & Business Performance
* Full accountability for stock performance across all satellite shops including:
* Stock integrity & variances
* Waste reduction
* Product movement & rotation
* Loss prevention routines
* Accurate tills & scanning
* Support sales growth by ensuring strong merchandising, product placement, seasonal changeovers and availability.
* Work with Central Commercial teams to implement promotional activity, price reviews and range changes.
* Manage and optimise the profitability of photography sales and hire shop operations (pricing, packages, loss protection).
* Deliver labour aligned to trading patterns and guest footfall, ensuring productivity and coverage.
* Ensure accurate payroll processes and support rota creation as required.
Team Leadership, Culture & Development
* Lead a multi‑venue team through coaching, communication and daily operational support. Ensure all team members are trained in scanning accuracy, product knowledge, venue standards, guest service and loss prevention.
* Support 1:1s, PDPs, performance reviews and succession planning.
* Create clear, measurable objectives for Assistant Managers & Supervisor Plus to support revenue generation, queue management, profit protection, compliance, guest experience and team experience.
* Role‑model Butlin's Values and Leadership Behaviours across all retail outlets.
* Build a multi‑skilled workforce able to flex across different shop types and support other retail areas.
* Drive retention by creating a supportive, positive and development‑focused culture.
Operational Excellence, Safety & Compliance
* Maintain full compliance across all shops including licensing (where applicable), food safety for sweets, H&S, COSHH and security.
* Ensure strong cash handling routines including floats, safe checks, variances and escalation.
* Lead audit readiness across retail stores, stockrooms, photography spaces and hire equipment areas.
* Ensure all hire shop activity is safe, tracked, logged and well‑documented (returns, damage checks, equipment cleaning).
* Lead opening/closing routines and complete daily checks.
* Escalate risks and implement corrective actions promptly.
Cross‑Resort Collaboration & Leadership
* Work closely with Commercial & Procurement to deliver range, promotions and price execution.
* Partner with Loss Prevention on stock variance, shrinkage and compliance.
* Collaborate with Entertainment and Guest Operations to support photography needs and resort events.
* Share best practice across resorts to improve consistency and performance.
* Support wider resort operations during peak arrival days and large‑scale events.
KPI'S
* Guest NPS & retail shopping experience
* eNPS & team engagement
* Sales growth & category mix performance
* Stock loss %, waste %, scanning accuracy & stock integrity
* Hire Shop compliance, equipment tracking & damage reduction
* Photo package sales & conversion
* Labour productivity & deployment accuracy
* RPRPRT – Right People, Right Place, Right Time
* Audit & compliance results (H&S, Food Safety, Security, Cash Handling, Loss Prevention)
* Team retention & development progress
Skills, Knowledge & Expertise
* Retail leadership experience within multisite, high volume or family focused environments (toy, sweet, gift, convenience, photo retail or general retail).
* Strong understanding of stock controls, loss prevention, waste management and retail operations. Visual merchandising experience with the ability to execute seasonal layouts and impactful displays.
* Understanding of basic photography retail or willingness to learn photo sales processes.
* Experience managing labour to demand and working with multiskilled teams.
* Strong communicator able to motivate, coach and influence teams.
* Problem solver who can stay calm and lead across multiple venues during peak trading.
* Ability to work flexibly, prioritise effectively and adapt quickly to changing guest and trading needs.
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