About the Role
The Shift Manager will be the main point of contact for the team during their working day at our Splash swimming pool. Reporting to the Venue Manager, the Shift Manager will ensure daily operational plans are fulfilled by ensuring relevant tasks and objectives are carried out by the team and that the team is in the right place at the right time to manage fluctuating guest demand while maintaining operational standards and high guest experience.
You will support and coach the team to deliver a great experience and drive key targets. This is an operational, guest-facing role; therefore, non-guest-facing tasks will be allocated within your working hours to allow you to spend most of your time at the venue with guests.
Key Responsibilities
* Enhance guest experience by improving Guest NPS and feedback.
* Boost Employee NPS to promote a positive work environment.
* Increase visitor numbers and guest satisfaction scores.
* Manage team during shifts, ensuring key tasks and objectives are met.
* Drive add-on sales and support your team in doing the same.
* Ensure stock and propositions are available and a high-quality guest experience is delivered in line with brand and venue guidelines.
* Capture guest feedback and monitor NPS, taking action to improve.
* Provide accurate rotas three weeks in advance via SAM and ensure system accuracy.
* Coach and develop your team to meet departmental goals, championing Butlin’s Values and Behaviours.
* Ensure rotas align with the Right People, Right Place, Right Time (RPRRT) principle.
* Build and maintain strong relationships across the resort and with support teams.
* Manage employee lifecycle tasks, including onboarding, performance management, training, and HR processes.
About You
* You should possess a current National Pool Lifeguard Qualification (NPLQ) and have experience working in a busy pool environment.
* You should have ambitions to develop leadership skills through additional training and courses.
* Excellent guest and customer service skills, capable of handling inquiries and resolving complaints.
* Experience in creating opportunities through sales and promotions.
* Ability to collaborate with a diverse team to meet business needs based on guest demand.
* Track record of leading teams, managing performance, coaching, training, and upholding high standards.
* Exceptional communication skills and 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 been delighting guests with action-packed family breaks and adult-only events. Our culture is highly valued by our team members, emphasizing creating smiles, teamwork, and caring for each other. Join us for an exciting opportunity to be part of a vibrant team and create memorable experiences for our guests!
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