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Responsibilities
1. Leadership and Team Management: Provide effective leadership and motivation to the Guest Experience team, including recruitment, inductions, training, and personal development for up to 30 staff members daily.
2. Operational Issue Resolution: Proactively resolve any issues impacting the overall guest experience across the attraction.
3. Point of Contact: Serve as the main contact for building/attraction knowledge and assist with daily operations and decision-making.
4. Management Meetings: Coordinate weekly management meetings and set forward-thinking objectives.
5. HR and Payroll: Manage departmental payroll and HR responsibilities using HR software, including holiday, sickness, absenteeism, 1-2-1s, probation reviews, and appraisals.
Guest Experience
* Develop and update guest service standards and regularly upskill guest-facing teams.
* Deliver excellent customer service and maximize commercial opportunities.
* Collaborate across departments to share feedback, evaluate operations, and implement improvements.
* Encourage and respond to guest feedback across all touchpoints, including online channels.
Commercial Development
* Support venue management in delivering training plans to develop sales techniques.
* Implement effective incentives and targets to motivate staff and achieve financial goals.
* Develop knowledge of Ticketing and EPOS systems to optimize venue operations.
Duty Management
* Act as Manager on Duty, overseeing management, safety, security, and health & safety.
* Lead decision-making on game/attraction management, including cancellations.
* Prepare detailed reports on cancellations and inform senior leadership.
Health & Safety
* Assist in maintaining health & safety, fire, and premises management policies.
* Coordinate with contractors to ensure safe site works.
* Distribute health & safety information across the venue.
Key Performance Indicators
* Team management effectiveness, staff morale, and retention.
* Internal communication and relationship effectiveness.
* Success of guest experience projects.
* Accuracy and timeliness of reports.
* Guest review scores and comments.
* Achievement of income and budget targets.
Knowledge, Skills & Experience
* Leadership skills with clarity, energy, and purpose.
* Proven success in venue operations management.
* Flexibility and team leadership abilities.
* Attention to detail, ability to work under pressure, and manage priorities.
* Customer focus with excellent communication skills, including with senior leadership.
* Experience with F&B concepts, procedures, suppliers, EPOS systems, and financial management.
* Ownership and result-focused mindset.
* Valid UK Driving License, Personal License, First Aid certification, and Level 3 Food Hygiene certification (or willingness to obtain).
About Us
The Path Entertainment Group is a leader in location-based and live entertainment, creating immersive experiences with iconic brands. Our attractions include Monopoly Lifesized, SAW: The Escape Experience, and The Paddington Bear Experience, with international expansion plans. We combine creative and commercial talent to innovate in the entertainment space, with divisions like Showpath pushing theatrical storytelling boundaries. We are UK-based with a global vision, emphasizing play, competition, and renowned brands worldwide.
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