Guest Experience Manager (Hiring Immediately)
Description
**Role Purpose**
The Venue Manager will be responsible for leading all day-to-day operationswithin their venue.
You will lead your team, focusing on promoting a culture focused on deliveringan amazing guest experience alongside driving brand profit and growth.
You will also closely monitor P&L;, guest NPS and feedback and fluctuatingguest 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 were looking forsomeone with bar managerial experience.
This is an operational guest facing role and therefore all none-guest facingtasks and activity 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 apart of our ButlinsLive Music Weekenders.
### General Duties & Key Accountabilities
Accountable for the day-to-day operation within your venue
Full responsibility for the venue, monitoring consistent delivery of a qualityguest experience in line with brandvenue guidelines.
Ensure all guest feedback is captured, trends analysed and opportunitiesexplored.
Monitor P&L; and payroll spend and take action when risk arises.
Provides accurate rota’s 3 weeks in advance through SAM for all team withinthe venue and takes accountability for ensuring the accuracy of closing the
system.
Monitors NPS and takes action where possible on guest feedback.
Inspire action and ownership within your team for delivery of the departmentalplan by breaking it down into measurable objectives.
Be a champion of the Butlin’s Values and Leadership Behaviours.
Ensure we always have a focus on RPRRT in the way we recruit and managecontracts for team.
Build and maintain strong relationships across the resort, other resorts, andButlins central support teams.
Monitor team retention, utilising exit interviews as an opportunity to retainor gain feedback, to address opportunities to increase retention scores.
Accountable for people management of the department, including all peopletasks from onboarding through the employee life cycle. Employee life cycle
refers to PDP’s, performance management, required training, and any formal HR
process.
### Key Knowledge, Experience & Qualifications
Previous demonstratable experience leading a venue within an F&B; or Retailenvironment.
Strong experience of being guest customer facing and dealing with a range ofqueries and sometimes complaints directly
Good commercial acumen
Experience of managing rotas based on fluctuating guest volumes.
Experience in working with multi skilled team to support other areas of thebusiness based on guest demand.
Demonstratable experience of leading teams to success, this includes
proficiency in:
Managing performance.
Coaching team.
Delivering team training.
Setting standards and role modelling this behaviour.
Problem solving
Providing feedback.
Communicate business goals and objectives and support team to achieve thesetargets.
Ability to communicate effectively at all levels.
Able to manage multiple priorities and can adapt quickly to changingrequirements.
### About Butlins
At Butlin’s, we’re all about fun, excitement, and adventure by the bucketload!For over 80 years we’ve been delighting hundreds of thousands of guests each
year, whether on a non-stop action family break or our epic Adult only Big
Weekenders.
Ask any of our team, past and present, and one of the best things they’ll sayabout working at Butlin’s is our culture! We’re all about providing our guests
with an Altogether More Entertaining and Fun Break, brought to life through
our three mighty values.
So, if you want a role where you Create Smiles, where you aren’t afraid to Get
Stuck In and where the team genuinely Cares For Each Other – this could be the
perfect fit for you.
There has never been a more exciting time to join Butlin’s!