To ensure the delivery of high quality customer focused leisure service acting as the Responsible Manager during any shift at any company Leisure facility
To ensure a safe and healthy environment on site at all times for customers, staff and contractors
To provide an excellent customer service experience for all users of our facilities, as well as influence and maximise the income and usage of the facility. To ensure a positive Customer journey to maximise a great reputation, repeat custom and increased income.
To be responsible for the day to day operations of the Leisure facility in line with the company’s operating procedures.
To be responsible for the day to day management of leisure staff at our facilities in line with the company’s policies and procedures. Including (but not limited to) training and mentoring, performance management, shift patterns and attendance
Support with planning and delivery of leisure services across the business.
As the responsible manager on shift to:
Manage the day to day operation of the relevant facility ensuring a safe, healthy, friendly, positive, customer focused environment.
Manage the day to day operation of the relevant facility ensuring services are efficient and effective as possible
Ensure the security of the facility and act as key holder at the start and/or end of day.
Participate in out of hours security alarm ‘call out’ arrangements
Ensure building and plant conditions are maintained within the facility and carried out in accordance with the Company Operating Procedures, Emergency Action Plan and Health & Safety legislation.
Ensure facilities follow safeguarding policy and procedure to maintain the safest possible environment for customers
Work with other Duty Managers to ensure efficient cost effective staff rotas are in place with suitably qualified and trained staff, ensuring full compliance with the Working Time Directive.
Ensure daily and weekly financial processes are followed and completed on time including cashing up, reconciliations and timesheet approval
Ensure all daily records and logs are accurately maintained, including any incident, near misses and accident reports reported via the Health and Safety on-line system
Work with other Duty Managers to ensure staff are recruited in a timely manner (in line with Safer Recruitment policy), onboarded successfully and closely managed and supported through their probation period and beyond.
To monitor, manage and mentor staff to perform at their best, but where needed be responsible for managing poor performance, and investigate potential disciplinary actions
To contribute to the development of the service through ideas, project groups, 121’s and PDR process etc.
To support promotional initiatives and marketing plans and assist with customer consultation work.
As needed while acting as Duty Manager take part in shifts in any part of the facility as the business needs, i.e. as Life Guard, on Gym Floor, on reception.
To work the necessary shift patterns to ensure the service is appropriately staffed at all times
Any other duties as assigned
Experience of supervising or managing a team (E)
Experience of working in a service delivery customer focused environment (E)
Experience of working in the Leisure, hospitality or well-being sector (D)
Experience in delivering great customer service (E)
Experience in dealing with difficult customers (E)
Experience of working across multiple sites (D)
Experience of cash handling and operating a till booking system (D)
Ability to quickly learn new skills (E)
Good working knowledge of Microsoft Office (E)
Knowledge of great staff management (E)
A current National Pool Lifeguard Qualification (Pools) or ability to gain (with support from the company) in 12 weeks (E)
A current Level 2 Register of Exercise professional (REPS) or ability to gain (with support from the company) in 12 weeks (E)
A current Level 3 Register of Exercise Professional (REPS) or ability to gain (with support from the company) in 9 months (E)
GCSEs C grade or above (or equivalent) in English and Maths (D)
A Pool Plant Operator qualification (Pools) or willingness and ability to gain (with support from the company) in 12 weeks (E)
A First Aid at Work qualification or willingness and ability to gain (with support from the company) in 12 weeks (E)
An enhanced CRB disclosure (E)
A full valid driving license or ability to easily get to all facilities (E)
Understand the importance of Health and Safety and its application (E)
Understand of the importance of and commitment to Equalities and Diversity and its application (E)
Great Customer Service (E)
Effective interpersonal skills (E)
A good team worker (E)
Excellent verbal and written communication skills (E)
A positive can do attitude (E)
A passion for leisure and fitness services (E)