Splash Shift Manager

Butlin's; Bognor Regis; On-site; GBP 25,000 - 30,000; Full time

Job summary

Butlin's is seeking a dedicated Splash Shift Manager in Bognor Regis to oversee pool operations and enhance guest experiences. The ideal candidate will lead a team, manage guest feedback, and ensure high operational standards while fostering a positive work environment through effective communication and leadership.

Qualifications

• Experience working in a busy Pool environment.
• Proven track record of leading teams to success.
• Capability to manage performance and conduct training.

Responsibilities

• Manage team shifts to meet operational goals.
• Enhance guest experience by driving improvements.
• Handle people support tasks throughout the employee life cycle.

Skills

Guest and customer service skills

Leadership

Communication

Education

National Pool Lifeguard Qualification (NPLQ)

Job description

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Splash Shift Manager

Department: Ents & Leisure

Employment Type: Permanent - Full Time

Location: Bognor Regis

Description

About the Role

The Shift Manager will be the main point of contact for team during their working day in our Splash swimming pool.

Reporting to the Venue Manager, the Shift Manager will ensure daily operational plans are fulfilled by ensuring that relevant tasks and objectives are being carried out by the team and that team are in the right place at the right time to ensure we can manage fluctuating guest demand whilst keeping operational standards and guest experience high.

You will support and coach the team to ensure the deliver a great experience and are also driving any key targets. This is an operational guest facing role and therefore all none-guest facing tasks 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.

Key Responsibilities

We're looking for someone to enhance our guest experience by driving improvements in Guest NPS and feedback. You'll also play a crucial role in boosting Employee NPS, ensuring a positive work environment. Your efforts will help increase visitor numbers and guest satisfaction scores, all while ensuring that we have the right people in the right place at the right time to achieve our goals.

In this role, you will be responsible for managing the team during shifts, ensuring key tasks and objectives are met. You'll drive add-on sales and promotions, supporting your team to do the same. Your role includes making sure all stock and propositions are available for guests, and that a consistent, high-quality guest experience is delivered in line with brand and venue guidelines.

You'll capture guest feedback and monitor NPS, taking action to improve where possible. You will also be responsible for providing accurate rotas three weeks in advance through SAM and ensuring the system is closed accurately.

As a leader, you'll coach and develop your team to meet departmental goals while championing Butlin's Values and Leadership Behaviours. You'll ensure that team rotas are aligned with the Right People, Right Place, Right Time (RPRRT) principle. Building and maintaining strong relationships across the resort and with central support teams is essential.

Additionally, you will handle the people support of the department, managing tasks throughout the employee life cycle, including onboarding, performance management, training, and formal HR processes.

About You

You should possess a current National Pool Lifeguard Qualification (NPLQ), and have relevant experience of working in a busy Pool environment. You should also have the ambition and capability to further develop their leadership skills by undergoing additional in-house training, as well as external courses.

You should have excellent guest and customer service skills, capable of handling various inquiries and resolving complaints effectively, along with a background in creating new opportunities through sales and promotions is crucial, and a competence to collaborate with a diverse team to meet the business's needs as determined by guest demand. You should have a track record of leading teams to success, managing performance, providing coaching, conducting training, and upholding and exemplifying high standards.

Additionally, you should have exceptional communication skills across all levels and the capacity to juggle numerous priorities while swiftly adapting to evolving requirements.