The role is to assist the Area Leisure Manager and be responsible for the management of the team and operational management of the venue to ensure that the team perform to a high level delivering on KPIs.
Maintain service standards, operational efficiency and ensure high level customer experience within a safe environment.
Responsibilities include:
Manage and support the team including associated HR management, shift rotas, resource management and inductions to ensure the team is high performing and working well as a collective, delivering effectively on their areas of responsibility.
Manage the programmes to ensure delivery and space utilisation for the venue is taken into consideration, determine customer needs and regularly review FSLT performance against service standards.
Monitor the venue by completing daily tasks to ensure that the venue is safe, well presented and cleaned to a high standard to conform with legislative requirements.
Manage customer complaints, responding and resolving complaints and completing all necessary documentation to see through to satisfactory resolution to support the team and customer service.
Manage the delegated budget for your area and monitor financial handlings in your team such as stock checks, placing orders, cash handling procedures and investigate and report any abnormalities in order to meet financial sustainability targets.
Assess customer needs against service standards and identify trends of customer use and feedback to recommend actions for change to support the business to develop and improve the venues service and customer experience.
Manage and monitor the team to ensure a high standard of service is delivered to a wide range of customers, achieving performance targets and delivering the workplan, continually striving to improve and develop the venue service and uphold the service promise
Undertake any other duties which are reasonably deemed to be within the scope of the role including new areas of work and suggest necessary changes to current ways of working to ensure the smooth running of the business.
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