16 Hour Contract. Paid Overtime.
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 nurture, develop and retain the Adventure Leisure team members.
To safeguard the long-term success of the Adventure Leisure division for its stakeholders, the Supervisor will display determination and focus in guiding all the elements of Adventure Leisure to the highest level ensuring that Cheltenham is recognised as the premier family-centric leisure destination of the surrounding area.
MEASUREMENT OF SUCCESS:
The Supervisor will be measured against key criteria:
Annual measurement of staff engagement
Customer loyalty measured by Net Promoter Score (NPS)
Audits
General / Assistant General Manager reviews, operational feedback, and personal objectives
KEY RESPONSIBILITIES:
Operations
- Maintain positive and effective relationships with customers and team members through an active presence in the front areas.
- Ability to open and close the location without supervision, completing all mandatory and required checklists, reporting issues/concerns/hazards where necessary to ensure zero defects and maximum operational ability.
- Continually review and develop standard operating procedures to enhance customer satisfaction whilst maximising revenue and profitability.
Contribute to achieving a minimum of 85%* in the audits.
- Support management with the care and maintenance of all assets, inventory, and resources of the location.
- Assist the management in implementing Health and Safety procedures that comply with up-to-date legislation, ensure they are clearly communicated, effectively monitored, and regularly reviewed.
- Prepare for, attend, and contribute to departmental and organisational meetings as required.
- Deputise for the General / Assistant General Manager as required.
People
- People Management – ensure all team members are performing to their optimum ability, recognising and rewarding high and exceptional performance and performance managing under or poor performers.
- Regular, relevant and timely communication across the teams to ensure full understanding and transparency of company objectives and performance.
- Ensure personal and team compliance within the BGL Academy is 100% at all times.
Financial
- Support management to achieve revenue and contribution targets and identified KPI’s for each aspect of the operation.
- 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.
___________________________________________________________________________________________________
OUR VALUES:
We expect all our staff to strive to:
- Maintain open and honest communication with our customers, both internal and external, at all times
- Create and have a positive impact on our local community. Supporting regular neighbourhood events and working closely with society
- Protect and nurture our environment, consider everything from alternative work methods through to maintaining and supporting our local wildlife
- Support each other in everything we do, recognised, and develop each individuals potential
- Take complete ownership of their own actions and have pride in what they do
- Deliver to our customer’s consistent high levels of service, quality, and value in everything we do
- Look for alternatives to what we do seeking out and exploiting natural resources
