REPORTS TO: General Manager
LOCATION: 5 Jarman Way, Hemel Hempstead, HP2 4JW
KEY RELATIONSHIPS: Duty Managers, Supervisors, Team Leaders
ABOUT ADVENTURE LEISURE
We are Adventure Leisure, a leading leisure operator across the UK with established brands such as Mr Mulligans, Bunkers, and Ninja Warrior. We are rapidly expanding and have ambitious plans to develop our current offerings of crazy golf, electro darts, shuffleboards, pool, assault courses, and additional leisure activities.
Our values are People, Pride, and Quality; our mission is to provide memorable experiences for our guests.
ROLE OVERVIEW
Overall responsibility for the delivery and development of all aspects of Mr Mulligans, ensuring that customer expectations are consistently met or exceeded. To maximize revenue through upselling retail products and food & beverage offerings. To nurture, develop, and retain the Mr Mulligans Hemel team members. To safeguard the long-term success of the Adventure Leisure division, the Assistant General Manager will display determination and focus in guiding all elements of Adventure Leisure to the highest level, ensuring that Mr Mulligans is recognized as the premier family-centric leisure destination in the surrounding area.
KEY ACCOUNTABILITIES
Revenue Generation
1. Undertake and review customer usage and bookings daily to verify appropriate rates are being charged, utilization is optimized, and all procedures are documented per policy.
2. Instigate and manage all promotions through the EPOS system for accurate tracking.
3. Review daily utilization levels to identify price integrity and demand opportunities.
4. Offer and track monthly promotional offers, weekly upsells, bounce backs, and replay strategies for course customers.
5. Review performance, analyze results, and report metrics while seeking enhancements.
6. Continuously monitor agreed standards and train & record all relevant staff.
Sales and Marketing
1. Develop and train internal Sales & Marketing ethos, culture, and MOS.
2. Maintain the customer database while adhering to data protection laws.
3. Assist in generating offline marketing and compelling campaigns.
4. Develop engaging campaigns for identified target markets.
Expense Management
1. Utilize effective staff planning and ensure rotas reflect business demand patterns and budget.
2. Manage all food and beverage services, including the licensed bar, catering department, kitchen, and snack bar.
3. Ensure 100% compliance with food hygiene standards.
4. Manage COS target ratio as per the budget or lower.
5. Responsible for all food, beverage, and retail supply purchases, maximizing group agreed supplier contracts.
6. Ensure employees meet all performance, appearance, and service standards.
7. Handle customer inquiries, comments, suggestions, and concerns to provide solutions and follow up to ensure satisfaction.
8. Complete various financial reports and budgets to keep management informed of goals and status.
Maintenance
1. Responsible for the overall condition and maintenance of the facility, including suggestions for annual improvements.
2. Ensure adventure golf courses are walked daily, and required standards are met, with Health and Safety check sheets completed.
3. Undertake routine maintenance/repairs and landscaping to sustain product quality.
4. Report and record health and safety or maintenance issues that cannot be fixed on-site.
5. Organize and liaise with suppliers/contractors for maintenance regimes.
Development and Management/Leadership
1. Lead the recruitment and orientation of all new employees.
2. Ensure new employees receive induction and training consistent with group standards.
3. Communicate the agreed business plan and lead the team to achieve budgeted goals.
4. Coach employees and provide positive reinforcement when appropriate.
5. Be a role model for all employees by demonstrating expected behaviors and work ethic.
6. Implement all company human resources policies and procedures, including regular employee appraisals.
7. Maintain an appropriate level of community/public affairs involvement to facilitate networking and knowledge of our business.
Additional Responsibilities
1. Comply with group personnel policies and health and safety procedures.
2. Undertake any further duties as reasonably requested by management.
KEY EXPERIENCE, SKILLS AND ATTRIBUTES
Experience
1. Minimum of 2 years previous experience as an Assistant General Manager or Deputy Manager (essential).
2. P&L Financial experience (desired).
3. Experience in Sales and Marketing (desirable).
Skills
1. Strong Leadership and People Management Skills.
2. Excellent communication skills: Verbal, Written, and Listening.
3. Prioritization skills – the ability to plan work activities and use time efficiently.
4. Good Time management and organization skills.
5. Problem-solving and decision-making skills (pragmatic).
6. Good Presentation Skills.
7. Coaching and development skills.
Attributes
1. Organized and enthusiastic with a “can do” attitude and attention to detail.
2. Good ability to manage change.
3. Must be results-driven.
EDUCATIONAL BACKGROUND AND QUALIFICATIONS
1. Good GCSE educational standard (essential).
2. Personal Licence (preferred).
3. First Aid at Work Certification (preferred).
4. Driving Licence (preferred).
EMPLOYEE BENEFITS
1. Employee assistance wellbeing programme.
2. 50% off food & drink.
3. Apprenticeships and learning and development opportunities.
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