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Leadership and Management
* Provide effective leadership and motivation to the Guest Experience team, including recruitment, inductions, training, and personal development.
* Proactively resolve issues impacting the guest experience.
* Serve as the point of contact for building/attraction knowledge and daily operations.
* Coordinate weekly management meetings and set clear objectives.
* Manage departmental payroll and HR responsibilities using HR software, including holiday, sickness, absences, 1-2-1s, probation reviews, and appraisals.
Guest Experience
* Develop and update guest service standards, and upskill guest-facing teams.
* Deliver excellent customer service and maximize commercial opportunities.
* Collaborate across departments, share feedback, and suggest improvements.
* Encourage and respond to guest feedback both on-site and online.
Commercial Development
* Support training to develop sales techniques.
* Implement incentives and targets to engage staff and improve financial results.
* Develop knowledge of Ticketing and EPOS systems for operational efficiency.
Duty Management
* Act as Manager on Duty, overseeing safety, security, and health & safety.
* Lead decision-making on game/attraction management and cancellations.
* Report and communicate reasons for cancellations to senior leadership.
Health & Safety
* Assist in maintaining safety policies and procedures.
* Coordinate with contractors for safe site works.
* Distribute health & safety information across the venue.
Key Performance Indicators
* Staff management, morale, and retention.
* Internal communication and relationships.
* Project success and guest feedback scores.
* Reporting accuracy and timeliness.
* Income targets and budget management.
Knowledge, Skills & Experience
* Leadership with clarity and purpose.
* Successful venue operations management.
* Flexible team leadership.
* Attention to detail, ability to work under pressure.
* Customer focus and excellent communication skills.
* Experience with F&B concepts, procedures, suppliers, EPOS, and financial management.
* Ownership of tasks, valid UK driving license, personal license, first aid, and food hygiene certification.
About Us
The Path Entertainment Group is a leader in immersive, IP-driven entertainment, with attractions worldwide including Monopoly Lifesized, SAW: The Escape Experience, and The Paddington Bear Experience. We excel in producing, content, venue management, design, and marketing, aiming to disrupt the entertainment industry with innovative experiences. Our live division, Showpath, is expanding internationally with major tours and productions.
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