Sport Shift Manager

Butlin'sat Butlin; Minehead; On-site; GBP 30,000 - 40,000; Full time

Job summary

A well-known holiday resort in Minehead is seeking a skilled Shift Manager to oversee the team and enhance guest experience. You will manage operations, drive sales, and ensure a high-quality service environment. Ideal candidates possess strong leadership and coaching skills, along with the ability to manage priorities effectively.

Benefits

Career development opportunities

Team-oriented environment

Discounts on resort stays

Qualifications

• Experience managing a team during shifts and ensuring tasks and objectives are completed.
• Ability to drive add-on sales and promotions and ensure stock and propositions are available for guests.
• Experience capturing guest feedback, monitoring NPS, and acting on results.

Responsibilities

• Manage the team during shifts, ensuring key tasks and objectives are met.
• Drive add-on sales and promotions, supporting the team to do the same.
• Ensure stock and propositions are available for guests and deliver a consistent guest experience.

Skills

Team management

Add-on sales and promotions

Guest feedback capture

Creating and communicating rotas

Leadership and coaching

Excellent communication

Relationship building

Education

Experience in a similar operational role

Job description

Overview

The Shift Manager will be the main point of contact for the team during their working day. 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 manage fluctuating guest demand while maintaining operational standards and guest experience. You will support and coach the team to deliver a great experience and are also driving key targets such as add-on sales or promotions. This is an operational guest-facing role and, therefore, all non-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

• Enhance our guest experience by driving improvements in Guest NPS and feedback.
• Play a crucial role in boosting Employee NPS, ensuring a positive work environment.
• Help increase retail spend while ensuring we have the right people in the right place at the right time to achieve our goals.

Responsibilities and Qualifications

• Manage the team during shifts, ensuring key tasks and objectives are met.
• Drive add-on sales and promotions, supporting the team to do the same.
• Ensure stock and propositions are available for guests and deliver a consistent, high-quality guest experience in line with brand and venue guidelines.
• Capture guest feedback and monitor NPS, taking action to improve where possible.
• Provide accurate rotas three weeks in advance through SAM and ensure the system is closed accurately.
• Coach and develop the team to meet departmental goals, championing Butlin’s Values and Leadership Behaviours.
• Align rotas with the Right People, Right Place, Right Time (RPRRT) principle.
• Build and maintain strong relationships across the resort and with central support teams.
• Manage people support of the department, including onboarding, performance management, training, and formal HR processes.

Skills, Knowledge & Expertise

• Experience managing a team during shifts and ensuring tasks and objectives are completed.
• Ability to drive add-on sales and promotions and ensure stock and propositions are available for guests.
• Experience capturing guest feedback, monitoring NPS, and acting on results.
• Proficiency in creating and communicating rotas, using SAM, and ensuring accurate system closure.
• Strong leadership, coaching, and development skills; commitment to brand guidelines and guest experience.
• Excellent communication across all levels and the ability to juggle priorities in a dynamic environment.
• Strong relationship-building skills with resort teams and central support.

Job Benefits

• Sports and Activities qualifications with experience, plus prior leadership experience in a comparable environment.
• Excellent guest and customer service skills with the ability to handle inquiries and resolve complaints.
• Experience creating opportunities through sales and promotions and collaborating with a diverse team to meet guest demand.
• Proven track record of leading teams to success, managing performance, coaching, training, and upholding high standards.
• Exceptional communication skills and the ability to manage multiple priorities while adapting to evolving requirements.

About Butlin’s

At Butlin’s, we’re all about fun, excitement, and adventure. For over 80 years we’ve delighted hundreds of thousands of guests each year, whether on a non-stop action family break or our epic Adult-only Big Weekenders.

Ask any of our team, past and present, and one of the best things they’ll say about working at Butlin’s is our culture. We’re about providing our guests with an Altogether More Entertaining and Fun Break, brought to life through our three mighty values. If you want a role where you Create Smiles, Get Stuck In, and where the team genuinely Cares For Each Other, this could be the perfect fit for you. There has never been a more exciting time to join Butlin’s!