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• Provide effective leadership and motivation to the Guest Experience team, which includes up to 30 positions daily. Lead recruitment, inductions, guest service training, and ongoing personal development.
• Proactively resolve issues that may impact the overall experience across the attraction.
• Serve as the point of contact for building/attraction knowledge and assist with day-to-day operations and decision-making.
• Coordinate weekly management meetings with the venue team and set clear, forward-thinking objectives.
• Oversee departmental Payroll and HR responsibilities using HR software, including managing holiday, sickness & absenteeism, 1-2-1s, probationary reviews, and appraisals.
Guest Experience
• Develop and update guest service standards for the attraction and regularly upskill all guest-facing teams in these standards.
• Deliver excellent customer service and maximize commercial opportunities.
• Collaborate across departments to share feedback, evaluate operations, suggest improvements, and resolve recurring issues.
• Encourage guest comments and feedback across all touchpoints, managing responses on-site and online channels.
Commercial Development
• Support venue management in delivering training plans to develop sales techniques in key commercial areas.
• Implement effective incentives and targets to motivate the team and achieve positive financial results.
• Gain knowledge of Ticketing and EPOS Systems to ensure efficient venue operation supporting staff delivery.
Duty Management
• Act as Manager on Duty on a rotational basis, overseeing management, safety, security, and health & safety procedures.
• Lead decision-making on game/attraction management, using cross-departmental information to understand cancellations.
• Prepare detailed reports on cancellations and inform the Senior Leadership team, acting in the company's best interest.
Health & Safety
• Assist the Operations Manager in maintaining health & safety, fire, premises management, and risk policies.
• Liaise with contractors to ensure safe site works within permitted hours.
• Circulate health & safety information and documentation across the venue.
Key Performance Indicators
• Effectiveness of management, staff morale, and retention
• Internal communication and relationships
• Success of projects within the Guest Experience journey
• Quality and timeliness of reports
• Guest feedback scores
• Achievement of income targets
• Budget and staffing cost management
Knowledge, Skills & Experience
• Leadership ability with clarity, energy, and purpose
• Proven success in venue operations management
• Flexibility and teamwork skills
• Attention to detail, ability to work under pressure and meet deadlines
• Customer focus with strong communication skills, capable of engaging with all levels including Senior Leadership
• Experience with launching new F&B concepts and managing operational procedures
• Supplier management experience
• EPOS system proficiency
• Forecasting and margin management experience
• Finance procedures experience
• Result-oriented with task ownership
• Valid UK Driving License
• Personal License Holder (or willing to obtain)
• First Aid Trained (or willing to obtain)
• Level 3 Food Hygiene Certification
Who we are:
The Path Entertainment Group specializes 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. We are committed to innovation and global expansion, blending play with theatricality and renowned brands worldwide.
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