Overview
Assistant General Manager role at Norwich. Overall responsibility for the delivery and development of all aspects of Norwich and to ensure that customer expectations are consistently met or exceeded. To maximise revenue through the upselling of retail products and food & beverage offering. To nurture, develop and retain the Norwich team members. To safeguard the long-term success of the Adventure Leisure division for its stakeholders, guiding all elements to the highest level so Norwich is recognised as the premier family-centric leisure destination in the surrounding area.
Reports to: General Manager
Location: NORWICH
Key Relationships: Duty Managers, Supervisors, Team Leaders
Salary: £34,234
Hours: 45 per week
Role Details
Job title: Assistant General Manager
About Adventure Leisure: We are a leading leisure operator across the UK with the brands Mr Mulligans, Bunkers and Ninja Warrior. We are expanding and have ambitious plans to develop our current offering of crazy golf, electro darts, shuffleboards, pool, assault courses and additional leisure. Our values are People, Pride and Quality; our mission is to provide memorable experiences for our guests.
Key Accountabilities
Revenue Generation
* Undertake and review customer usage and bookings daily to verify appropriate rates are charged, utilisation is optimised, and all procedures are documented per policy.
* Instigate and manage all promotions through the EPOS system to enable tracking via accurate coding and training.
* Review daily utilisation level to identify price integrity and demand opportunity.
* Offer and track monthly promotional offers, weekly upsells, bounce backs and replay strategies for course customers.
* Review performance, analyse results and report metrics, while seeking enhancements.
* Continuous monitoring of the agreed standards and training & recording of all relevant staff.
Sales and Marketing
* Development and training of internal Sales & Marketing ethos, culture and MOS.
* Maintain the customer data base while adhering to data protection laws.
* Assist in generating offline marketing and compelling campaigns.
* Develop engaging and appropriate campaigns for identified target markets.
Expense Management
* Utilise effective staff levels planning to ensure rota’s reflect business demand patterns and budget.
Merchandise/Catering
* Manage all food and beverage service including the licensed bar, hot and cold display counter, catering department, kitchen, snack bar, and coordinate to achieve qualitative/quantitative goals and customer satisfaction.
* Ensure 100% compliance with food hygiene standards.
* COS target ratio to be managed as per the budget.
* Responsible for all food, beverage, retail supply purchases maximizing group agreed supplier contracts.
* Ensure employees meet all standards for performance, appearance and service provision.
* Solicit and handle customer enquiries, comments, suggestions and concerns; follow up with guests/members to ensure satisfaction.
* Complete financial reports and budgets to keep management informed of goals and status; manage all adventure golf, food & beverage and retail department accounting and files.
Maintenance
* Responsible for the overall general condition and maintenance of the facility, with suggestions for annual improvements.
* Ensure adventure golf courses are walked daily; health and safety check sheets completed and actions taken where appropriate.
* Undertake routine maintenance/repairs and landscaping to sustain product quality.
* Report and record health and safety or maintenance issues that cannot be fixed on site.
* Organise and liaise with suppliers/contractors for maintenance regimes.
Development and Leadership
* Lead recruitment and orientation of all new employees.
* Ensure new employees receive induction and training consistent with group standards and policy.
* Understand the group Vision, Mission & Values as part of ongoing team development.
* Communicate the agreed business plan and lead the team to achieve budgeted goals.
* Coach employees and provide positive reinforcement when appropriate.
* Be a role model by demonstrating behaviours and work ethic expected of BGL staff and align with Mission, Vision and Values.
* Implement all company HR policies and procedures, including regular appraisals.
* Maintain community/public affairs involvement to facilitate networking and knowledge sharing with the wider community.
Additional Responsibilities
* Comply with group personnel policies and health and safety procedures.
* Undertake any further duties as reasonably requested by management.
Experience, Skills and Attributes
* Minimum of 2 years’ experience as a Duty Manager or Deputy Manager (essential).
* Operational site management experience (essential).
* P&L financial experience (desirable).
* Experience of Sales and Marketing (desirable).
* Strong Leadership and People Management Skills.
* Excellent communication skills: verbal, written and listening.
* Prioritisation and time management skills; ability to plan and use time efficiently.
* Good delegation, planning and presentation skills.
* Coaching and development skills.
* Problem solving and pragmatic decision-making skills.
* Organised with a can-do attitude and attention to detail; able to manage change and be results-driven.
Educational Background and Qualifications
* Good GCSE educational standard (essential).
* Personal Licence (preferred).
* First Aid at Work Certification (preferred).
* Driving Licence (required).
Employee Benefits
* Competitive Salary
* Annual bonus scheme
* Employee assistance wellbeing programme
* 50% off food & drink
* Apprenticeships
* Learning and development opportunities
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