Assistant Manager - St Helens, Merseyside

The Padel Hub; St Helens; On-site; GBP 28,000 - 34,000; Full time

Job summary

The Padel Hub is looking for an Assistant Hub Manager to lead the front-of-house team and support the Hub Manager in running daily operations. You will welcome players, drive membership and coaching programs, and help deliver an exceptional experience for members and guests.

You will assist with staff rosters, stock control, event planning, and coordinating corporate events, while promoting a welcoming community and strengthening customer service standards across the hub.

Qualifications

• Experience managing a front-of-house team.
• Strong customer service orientation and problem solving.
• Experience in planning and coordinating events or tournaments.

Responsibilities

• Support the Hub Manager with day-to-day running of the hub, including creating staff rotas and stock control.
• Handle membership queries and ensure members feel valued.
• Assist with event planning for tournaments, socials, and open days and coordinate with heads of departments.
• Deliver an exceptional experience for members, players and guests and manage bookings to keep front-of-house operations running smoothly.
• Lead and motivate the front-of-house team and promote hub participation and membership growth.

Job description

The Assistant Hub Manager will be ready to be on the front-line welcoming players, driving membership, coaching programmes and assisting with overall club needs, and making sure every visit leaving people wanting more. You'll play a key role in building a thriving padel community from the ground up.,

• Supporting the Hub Manager with the day-to-day running of the hub, including:
• Creating and managing staff rotas
• Handling stock control & club purchasing
• Handling membership queries and ensuring members feel valued
• Assisting with event planning for tournaments, socials, and open days
• Coordinating corporate events in collaboration with Head of Corporate Sales & Events Team
• Delivering an exceptional experience for members, players, and guests
• Managing bookings and keeping front-of-house operations running smoothly
• Leading and motivating the front-of-house team
• Actively promoting the hub to grow participation and membership

Team Management

• Lead, motivate and support the hub team, creating a positive and high-performing working environment.
• Manage employee performance through regular feedback, coaching and performance reviews.
• Assist with recruitment, onboarding, training and development of new team members.
• Prepare staff rotas and manage holiday requests and attendance.
• Promote a culture of teamwork, accountability and exceptional customer service.

Member Experience

• Deliver an outstanding customer experience for members, guests and visitors.
• Build strong relationships with members and proactively respond to feedback and enquiries.
• Resolve customer concerns professionally and efficiently.
• Foster a welcoming and inclusive community within the hub.

Commercial Performance

• Drive revenue across memberships, court bookings, coaching programmes, events, retail and food and beverage offerings where applicable.
• Identify opportunities to increase sales and improve member retention.
• Monitor financial performance, budgets and expenditure in line with company objectives.
• Support local marketing initiatives and community engagement activities to grow hub participation.

KPI Performance

• Work towards achieving agreed Key Performance Indicators (KPIs) relating to operational performance, customer satisfaction, financial results and business growth.
• Monitor and review performance against KPIs on a regular basis.
• Following successful completion of probation, participate in the company's performance-related bonus scheme, subject to achieving agreed KPI targets.

Compliance and Health & Safety

• Ensure compliance with all relevant health and safety legislation, company policies and safeguarding requirements.
• Conduct routine health and safety checks and ensure appropriate records are maintained.
• Support accident reporting and investigation processes where required.
• Promote safe working practices for employees and visitors.

Communication and Collaboration

• Work closely with the Deputy Head of Operations, Group Director and wider support teams to ensure consistent standards across the business.
• Attend management meetings and contribute ideas to improve operational efficiency and member experience.
• Prepare reports and provide operational updates as required.

General

• Undertake any other duties reasonably required that are consistent with the level and responsibilities of the role.

The duties and responsibilities outlined in this job description are not exhaustive and may be amended from time to time to meet the changing needs of The Padel Hub Group. The post holder will be expected to undertake any other duties reasonably commensurate with the level of the role.