Venue Manager Play Experience
Department: Sports & Activities
Employment Type: Permanent - Full Time
Location: Bognor Regis
Description
Summary of Role Purpose
The Venue Manager will be responsible for leading all day-to-day operations within their venue. This is a full time 40 hour contract with shift patterns ranging from 7am - 12am.
You will lead your team, focusing on promoting a culture focused on delivering an amazing guest experience alongside driving brand profit and growth.
You will also closely monitor P&L, guest NPS and feedback and fluctuating guest volumes based on break type to ensure the venue and your team are set up for success and we are taking opportunities to improve where we can.
This is an operational guest facing role and therefore all non-guest facing tasks and activity will be allocated as time within your working week to allow you to spend the majority of your time within your venue and with our guests.
KPIs
* Guest NPS & Feedback
* Improved ENPS
* Retail Spend
* Responsibility of P&L.
* Payroll budgets
* Right People, Right Place, Right Time
* Audit results, H&S.
General Duties & Key Accountabilities
* Accountable for the day-to-day operation within your venue
* Full responsibility for the venue, monitoring consistent delivery of a quality guest experience in line with brand/venue guidelines.
* Ensure all guest feedback is captured, trends analysed and opportunities explored.
* Monitor P&L and payroll spend and take action when risk arises.
* Provides accurate rota's 3 weeks in advance through SAM for all team within the venue and takes accountability for ensuring the accuracy of closing the system.
* Monitors NPS and takes action where possible on guest feedback.
* Inspire action and ownership within your team for delivery of the departmental plan by breaking it down into measurable objectives.
* Be a champion of the Butlin's Values and Leadership Behaviours.
* Ensure we always have a focus on RPRRT in the way we recruit and manage contracts for team.
* Build and maintain strong relationships across the resort, other resorts, and Butlins central support teams.
* Monitor team retention, utilising exit interviews as an opportunity to retain or gain feedback, to address opportunities to increase retention scores.
* Accountable for people management of the department, including all people tasks from onboarding through the employee life cycle. Employee life cycle refers to PDP's, performance management, required training, and any formal HR process.
Key Knowledge, Experience & Qualifications
* Previous demonstratable experience leading a venue within an F&B or Retail environment.
* Strong experience of being guest/ customer facing and dealing with a range of queries and sometimes complaints directly
* Good commercial acumen
* Experience of managing rotas based on fluctuating guest volumes.
* Experience in working with multi skilled team to support other areas of the business based on guest demand.
* Demonstratable experience of leading teams to success, this includes proficiency in:
* Managing performance.
* Coaching team.
* Delivering team training.
* Setting standards and role modelling this behaviour.
* Problem solving
* Providing feedback.
* Communicate business goals and objectives and support team to achieve these targets.
* Ability to communicate effectively at all levels.
* Able to manage multiple priorities and can adapt quickly to changing requirements.
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