VISION OF THE ROLE:
To support the General Manager with overall responsibility for the delivery and development of all aspects of the Adventure Leisure location 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 safeguard the long-term success of the Adventure Leisure division for its stakeholders, all team members will display determination and focus in guiding all the elements of Adventure Leisure to the highest level ensuring that Worcester Mulligan's is recognised as the premier family-centric leisure destination of the surrounding area.
MEASUREMENT OF SUCCESS:
The team member will be measured against key criteria:
Operating profit (derived from income, retail and F&S sales)
Annual measurement of staff engagement
Customer loyalty measured by Net Promoter Score (NPS)
Audits
Regional Operations Manager reviews, General Manager reviews, operational feedback, and personal objectives
KEY RESPONSIBILITIES:
Operations
* Maintain positive and effective relationships with customers and colleagues.
* Assist with the care and maintenance of all assets, inventory, and resources of the location.
Course Marshall
* Ensure customers are adhering to the course rules and regulations.
* Ensure that slow play/progress is kept to a minimum.
* Reinforce Health & Safety notices as required.
Kitchen
* Contribute to the preparation of all food for casual and function dining.
* Ensure adequacy of supplies at the cooking stations.
* Prepare ingredients that should be frequently available.
* Review all bookings for catered activities.
* Adhere to and maintain all Health, Safety & Hygiene rules and regulations WITHOUT EXCEPTION.
* Advise the duty manager of any items/ingredients to be ordered in a timely manner.
People
* Ensure personal compliance within the BGL Academy is 100% at all times.
* Maintain a strong network with fellow Adventure Leisure colleagues to support robust collaboration.
Financial
* Implement and monitor all financial controls and ensure personal responsibility for all cash handling.
* Complete month end procedures for retail in line with BGL company stock taking procedures.
* Adhere and monitor compliance of purchasing policies and procedures.
* Ensure all BGL procedures and policies are adhered to.
Customer Experience
* Ensure that all team members consistently deliver outstanding service levels to achieve maximum customer satisfaction.