Your Responsibilities

Performance & Planning:

• Manage, control and co-ordinate the daily operation of the Centre.

• Ensure effective resource and Rota management in line with operational needs and Centre budget.

• Effectively lead Centre teams in each operational area to drive continuous improvement, in line with Horizon’s vision, mission, values and strategy.

• Ensure all Centre team members are aware of the operational plans in place to contribute to the business strategy.

• Deliver monthly Centre performance meetings with the Regional Manager and Commercial Director, identifying key areas of focus and improvement.

• Constantly review and improve Centre performance using, Plan, Do & Review.

• Continually prepare the Centre for Quest Assessment, ensuring that improvement plans are managed.

• Participate in Centre performance reviews with both the Regional Manager and Commercial Director.

• Deliver against business strategies to ensure the Centre achieves a revenue surplus each financial year.

• Support the Regional Manager with the business plans for the Centre.

Finance:

• Manage Centre budgets and provide basic forecasting in line with Finance Team requirements.

• Achieve targets for income and expenditure, adjusting the operation where needed.

• Provide weekly income report and monthly P&L forecasts, along with other requested date for the Regional Manager and Commercial Director.

• Track the financial performance of the Centre and advise the Regional Manager of any budgetary pressures.

People Management & Development:

• Be responsible for the Centre operational teams, including, but not exclusively; recruitment and onboarding, coaching and support, reward and recognition, training and development, and performance management.

• Ensure all internal messages are effectively communicated and understood across all operational teams.

• Manage and conduct regular, documented, goal orientated “let’s talk me” 1-2-1 meetings with your team ensuring they are set for success.

• Drive performance against people related KPI’s including eNPS, absence, turnover and stability.

• Manage employee relations in a proactive way to resolve day to day issues liaising with People and Culture where required.

• Ensure all teams daily demonstrate our company vision, mission, and values.

Sales, Service & Marketing:

• Ensure sales teams are achieving the set targets for our products and services.

• Ensure effective use of Centre space, by updating/introducing new programmed activities and initiatives.

• Support and drive Café revenue performance against budget, driving average transactional value (ATV), transaction volume and profit margin.

• Communicate performance and sales statistics to the Regional Manager where required.

• Interact with customers to gain a better understanding of their needs through various feedback methods (NPS, Customer Forums)

• Effectively manage customer feedback and complaints, ensuring that a professional and timely response is provided.

• Prepare a “Service Improvement Plan” based upon the Net Promoter Score feedback.

• Ensure excellence customer service standards are met through the adherence to a quality management program.

• Liaise with the Marketing Team to ensure new initiatives are communicated and promotional materials are correctly displayed.

• Work closely with the Marketing team to maintain brand standards across all Centres.

• Assist with large corporate events and planning/delivery of monthly social events for customers and staff, along with other team building activities.

Standards:

• Ensure quality standards are always met through the adherence to a quality management program, overseeing the delivery of weekly cleaning/maintenance audits and reviews.

• Monitor Quest and Service Improvement Strategy scores and make improvements where possible.

• Ensure quality standards are met and the Centre teams understand expectations and deliverables.

• Ensure that all team members are aware of their responsibility under the Health and Safety at Work Act and all procedures are fully adhered to.

• In accordance with the Health & Safety at Work Act to take necessary action in any situation likely to cause accident / injury or likely to render the buildings, structures, plant, and equipment unsafe.

• Responsible for setting company standards on site, to ensure compliance with rules and procedures.

• Overall responsibility for security including cash, building and controlled items.

Your Experience:

• Relevant experience

• Minimum 2 years site management experience of a large site.

• Proven ability to develop client relationships.

• Operational experience in dry multi-facility sites.

• Experience of dealing with personnel issues and managing a team.

• Demonstrable experience in maximising revenue generation at site level.

Your Qualifications

• Degree preferably in business studies or sports/ leisure management – desirable

• Specific financial and facilities management qualification/training - desirable

Your Competencies & Skills

• Budgeting and Forecasting,

• Business planning,

• Employment relations,

• Sales & Business Performance

• Team development, and Values

• Recruitment,

• Resource planning

• Operational management and planning

• Complaints management

• Health & Safety

• Brand and Quality Standards

• Purchasing

• QUEST quality scheme (desirable)

• Leisure industry trends – publications, mystery shop, networking

• Strong Leadership skills and people management:

• IT literate – Word, Excel – (Plus, business specific systems)

• Excellent written and verbal communication skills

• Flexible approach to work.