Leisure Centre General Manager - Guest Experience & Ops

ENB; Northampton; On-site; GBP 42,000 - 56,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Leadership

Budgeting

Forecasting

Cost control

Communication

Customer focus

Conflict resolution

Guest experience

Job description

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.