Splash Shift Manager

Butlins; Bognor Regis; On-site; GBP 25,000 - 30,000; Full time

Job summary

Butlins is looking for a Shift Manager at the Splash swimming pool, responsible for enhancing guest experiences and managing team performance. This operational role requires a National Pool Lifeguard Qualification and focuses on leadership, guest service, and communication skills to ensure a high-quality experience. You'll be instrumental in driving team success and improving guest feedback.

Qualifications

• Proven experience in a busy pool environment.
• Ambition and capability to develop leadership skills.
• Strong background in guest and customer service.

Responsibilities

• Manage team during shifts and ensure objectives are met.
• Enhance guest experience and drive key targets.
• Coach and develop the team to meet departmental goals.

Skills

Guest Service

Leadership

Sales

Communication

Education

National Pool Lifeguard Qualification (NPLQ)

Job description

About the Role

The Shift Manager will be the main point of contact for the team during their working day at our Splash swimming pool. Reporting to the Venue Manager, the Shift Manager will ensure daily operational plans are fulfilled by overseeing that relevant tasks and objectives are carried out by the team, and that team members are in the right place at the right time to manage fluctuating guest demand while maintaining high operational standards and guest experience. You will support and coach the team to deliver a great experience and drive key targets. This is an operational, guest-facing role, and non-guest-facing tasks will be allocated within your working week to allow you to spend most of your time at the venue with guests.

Key Responsibilities

1. Enhance guest experience by improving Guest NPS and feedback.
2. Boost Employee NPS to promote a positive work environment.
3. Increase visitor numbers and guest satisfaction scores by ensuring the right staff are in the right place at the right time.
4. Manage the team during shifts, ensuring key tasks and objectives are met.
5. Drive add-on sales and promotions, supporting your team in doing the same.
6. Ensure stock and propositions are available for guests, delivering a consistent, high-quality guest experience aligned with brand and venue guidelines.
7. Capture guest feedback and monitor NPS, taking action to improve where possible.
8. Provide accurate rotas three weeks in advance via SAM and ensure system accuracy.
9. Coach and develop your team to meet departmental goals while embodying Butlin’s Values and Leadership Behaviours.
10. Ensure rotas align with the Right People, Right Place, Right Time (RPRRT) principle.
11. Build and maintain relationships across the resort and with central support teams.
12. Handle departmental people support tasks, including onboarding, performance management, training, and HR processes.

About You

• Possess a current National Pool Lifeguard Qualification (NPLQ).
• Have relevant experience working in a busy pool environment.
• Show ambition and capability to develop leadership skills through training and external courses.
• Possess excellent guest and customer service skills, with the ability to handle inquiries and resolve complaints effectively.
• Have a background in sales and promotions to create new opportunities.
• Be capable of collaborating with a diverse team to meet business needs driven by guest demand.
• Have a proven track record of leading teams, managing performance, coaching, training, and upholding high standards.
• Exhibit exceptional communication skills across all levels.
• Be adaptable and capable of managing multiple priorities efficiently.