Role Purpose
The Venue Manager will be responsible for leading all day-to-day operations within their venue. You will lead your team, focusing on promoting a culture focused on delivering an amazing guest experience alongside driving brand profit and growth. You will also closely monitor P&L, guest NPS and feedback, and fluctuating guest volumes based on break type to ensure the venue and your team are set up for success and we are taking opportunities to improve where we can. A personal license is preferred but not essential, but we're looking for someone with bar managerial experience. This is an operational guest-facing role, and therefore all non-guest-facing tasks and activities will be allocated as time within your working week to allow you to spend the majority of your time within your venue and with our guests. This role will include late nights and weekends, to be part of our Butlins Live Music Weekenders.
General Duties & Key Accountabilities
1. Accountable for the day-to-day operation within your venue
2. Full responsibility for the venue, monitoring consistent delivery of a quality guest experience in line with brand/venue guidelines
3. Ensure all guest feedback is captured, trends analysed, and opportunities explored
4. Monitor P&L and payroll spend and take action when risk arises
5. Provide accurate rotas 3 weeks in advance through SAM for all team members within the venue and ensure the accuracy of system closing
6. Monitor NPS and take action on guest feedback where possible
7. Inspire action and ownership within your team for the delivery of the departmental plan by breaking it down into measurable objectives
8. Be a champion of the Butlin’s Values and Leadership Behaviours
9. Focus on RPRRT in recruitment and management of team contracts
10. Build and maintain strong relationships across the resort, other resorts, and Butlins central support teams
11. Monitor team retention, utilizing exit interviews to gather feedback and address opportunities to improve retention scores
12. Manage all people-related tasks from onboarding through the employee lifecycle, including PDPs, performance management, training, and HR processes
Key Knowledge, Experience & Qualifications
* Previous demonstrable experience leading a venue within an F&B or Retail environment
* Strong experience of being guest/customer-facing and handling queries and complaints directly
* Good commercial acumen
* Experience managing rotas based on fluctuating guest volumes
* Experience working with multi-skilled teams to support other areas based on guest demand
* Proven success in leading teams, including performance management, coaching, training, and setting standards
* Problem-solving skills and the ability to provide constructive feedback
* Effective communication at all levels
* Ability to manage multiple priorities and adapt quickly to changing requirements
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