Are you ready to take your career to new heights?
We're looking for an energetic, customer-focused General Manager to help lead the charge at Gripped, West London’s ultimate outdoor adrenaline attraction. If you love the outdoors, thrive in fast-paced environments, and have a passion for delivering unforgettable experiences, this is the role for you.
About Us – Escapade Group
At Escapade Group, we’re all about adventure. We run some of the UK’s most exciting indoor and outdoor leisure attractions across six locations and four unique brands, including:
* Hobbledown Adventure Farm Parks & Zoos (Epsom & Hounslow)
* Gripped – London’s epic high ropes and aerial adventure park
* Kidspace indoor play centres (Croydon & Romford)
* Watermouth Castle ( North Devon)
Every year, over 1 million guests walk through our doors — from thrill-seekers to birthday party heroes — and we’re just getting started.
About the Role
As the General Manager, you’ll be a hands-on leader at the heart of the action, ensuring the park runs smoothly, safely, and delivers an outstanding guest experience from open to close.
Your day-to-day will include:
* Leading operational setups and daily open/close procedures
* Supporting and motivating a dynamic team to deliver 5-star service
* Managing on-the-ground health and safety to keep staff and guests secure
* Handling real-time guest feedback and turning issues into wins
Contributing ideas to improve the park experience and daily operations
Main Duties & Responsibilities
People Management
* Recruit, train, and lead a high-performing, customer-focused team.
* Conduct inductions, probation reviews, appraisals, and team meetings.
* Manage staff performance, including training, development, and disciplinary procedures.
* Create rotas and maintain records for attendance, absence, holidays, and hours worked.
* Foster a positive and motivated team culture through engagement and recognition.
* Conduct exit interviews and gather feedback to support continuous improvement.
Operations
* Oversee the smooth day-to-day running of all Gripped activities.
* Ensure an exceptional visitor experience by maintaining high standards across all touchpoints.
* Maintain equipment, safety records, and operational logs to ensure everything is fully compliant and functional.
* Collaborate closely with Hobbledown West London leadership to align on shared goals and support cross-site initiatives.
* Proactively seek solutions to problems or issues that may arise.
Health & Safety
* Maintain a strong, proactive safety culture for both team members and guests.
* Ensure full compliance with all health & safety legislation, internal policies, and procedures.
* Keep risk assessments, rescue procedures, and training records current.
* Deliver regular safety briefings, scenario practices, and rescues in line with company standards.
* Undertake regular observations, audits and spot checks to ensure that the team are following H&S Safe Systems of Work.
* Ensure site, equipment, PPE, and infrastructure are regularly checked, serviced, and documented.
* Monitor and enforce safety procedures, including participant disclaimers and pre-activity briefings.
Finance & Commercial
* Support annual budgeting and manage day-to-day financial operations.
* Monitor revenue and cost lines, identifying opportunities to increase profitability and operational efficiency.
* Manage staffing budgets, purchasing, and cash handling in line with company procedures.
* Ensure timely reporting, expense tracking, and compliance with financial protocols.
* Take ownership of commercial performance, driving growth and optimising operational costs.
General Site Management
* Ensure the site operates smoothly, safely, and in line with brand and operational standards.
* Keep all administrative areas (e.g., cabin/office) organised and compliant.
* Handle banking, reporting, and correspondence promptly and accurately.
* Liaise regularly with Directors and support teams for guidance, support, and ongoing development.
* Actively contribute ideas and improvements to enhance site performance and guest satisfaction.
* Work with the contact centre to resolve any guest complaints in a timely and suitable manner.
What We're Looking For
We want someone who is:
* Up for a challenge with a strong desire to make a difference
* An experienced natural leader with experience in customer-facing environments
* Calm under pressure, with strong problem-solving skills
* Comfortable working at Height - ERCA Qualifications would be desirable
* Passionate about delivering exceptional guest service
* Safety-conscious and confident managing risk
* Proactive, reliable, and a team player
Previous experience in attractions, hospitality, or leisure industries is a plus — but what matters most is your ‘can do’ attitude, energy, and leadership skills.
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