General Manager

ENB; Northampton; Sur place; GBP 42 000 - 56 000; Plein temps

Résumé du poste

ENB is seeking a General Manager for a Northampton leisure facility. You will lead from the front to deliver exceptional customer service, promote inclusive, family-friendly experiences, and oversee non-activity operations including food & beverage and retail.

You will manage a diverse team, drive KPI targets, ensure health and safety compliance, and develop strategies to attract guests while maintaining high standards and financial performance.

Qualifications

• Experience in a leadership role within sports, leisure, hospitality, or food & beverage.
• Strong passion for sport and ability to meet dynamic guest needs.
• Excellent financial and commercial management skills, including budgeting.
• Excellent communication and interpersonal skills.
• Customer-obsessed mindset with an ongoing continuous improvement mindset.
• Experience in attracting new leisure guests across a wide demographic range and also retaining existing customers.

Responsabilités

• Provide strategic direction and vision for the centre with a continuous improvement mindset, aligned with company mission and values.
• Lead, motivate, and develop a high performing team in a fun, positive, collaborative environment.
• Oversee daily operations including coaching, rentals, events, food & beverage, car park and retail.
• Ensure KPI targets are hit and reviewed with the team; propose improvements to guest experience.
• Take ownership of all health and safety matters and ensure risk assessments are up to date.
• Follow up accidents/incidents within 48 hours and update procedures; comply with health & safety guidance.
• Manage monthly operating budget and monitor financial performance to hit targets.
• Develop and implement strategies to attract and retain guests and foster loyalty.
• Oversee end-to-end guest experience and ensure high-quality products and services.

Connaissances

Leadership

Budgeting

Forecasting

Cost control

Communication

Customer focus

Conflict resolution

Guest experience

Description du poste

Hours of work – to be discussed, they are a leisure facility open from 7am – 11pm, 7 days per week. Weekend work will be required (at least 1 in 2).

ENB are partnering with a leisure business based in Northampton who are hiring a General Manager to join their team on a full time, permanent basis.

As the General Manager, your role is to deliver on exceptional customer service standards leading from the front with a smile & desire to over deliver to all customers whilst promoting their services as an inclusive, fun & family friendly activity and environment.

You will be responsible for overseeing and managing all non activity operations including food & drink services. This broad, dynamic role involves ensuring the smooth running of the centre and delivering exceptional experiences to all visitors.

Key responsibilities include:

• Providing strategic direction and vision for the centre with a continuous improvement mindset in tandem with Management, demonstrating the goals and objectives aligned with the overall company mission and values.
• Lead, motivate, and develop a high performing team, fostering a fun, positive and collaborative social working environment.
• Oversee daily operations, ensuring efficient and cost effective management of all areas of the facility including coaching, rentals, events, food & beverage, car park and retail.
• Ensure KPI targets are hit and reviewed on a regular basis with the entire team. Provide recommendations to further develop a better guest experience within the facility.
• Take ownership of all health and safety matters within the facility.
• Ensure all risk assessments are up to date and specific to the site.
• Follow up all accidents/incidents and near misses within 48hrs and update risk assessments, policies and procedures. Adhere to any changes from the health & safety executive.
• Manage the monthly operating budget, monitor financial performance and implementing strategic and tactical ideas to achieve the financial targets.
• Develop and implement strategies to attract and retain guests, fostering a strong sense of belonging, community and loyalty.
• Oversee the end-to-end experience, ensuring a positive and welcoming experience for guests.
• Oversee the food & beverage and Club Shop operations, ensuring local, sustainable, high quality products and services are available to all players and guests.
• Develop and manage menus, pricing strategies, and inventory management for the food & beverage program on the chosen POS system.
• Input into the Marketing direction and delivery particularly across the social and wider communications channels by working closely with the part time marketing function.

Skills and experience required

• Experience in a leadership role within the sports/leisure/hospitality/food & beverage industry.
• Natural passion for sports and a strong understanding of delivering dynamic guest needs and expectations.
• Strong financial and commercial management skills, including budgeting, forecasting, promotions and cost control.
• Excellent communication, interpersonal and conflict-resolution skills.
• Customer obsessed mentality with an ongoing continuous improvement mindset to achieve and spread excellence day in day out.
• Experience in attracting new leisure guests across a wide demographic range and also retaining existing customers.