Sports Shift Manager

Butlin's; Minehead; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading leisure company in Minehead is seeking a Sport Shift Manager to enhance the guest experience and drive key targets. This role requires someone with strong leadership and customer service skills to manage the team effectively during shifts. The ideal candidate will have relevant sports qualifications, a track record in sales promotions, and the ability to create a positive work environment.

Qualifications

• Prior leadership experience in a comparable environment.
• Excellent guest and customer service skills.
• Proven track record in creating opportunities through sales.

Responsibilities

• Manage the team during shifts to meet objectives.
• Drive guest feedback improvements.
• Coach the team to achieve departmental goals.

Skills

Team Management

Guest Experience Improvement

Sales Promotions

Performance Management

Communication Skills

Education

Sports and Activities qualifications

Job description

Overview

Sport Shift Manager

Application Deadline: 18 September 2025

Department: Ents & Leisure

Employment Type: Permanent - Full Time

Location: Minehead

Reporting To: Michael Nield

Description

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 the team are in the right place at the right time to manage fluctuating guest demand while keeping operational standards and guest experience high. You will support and coach the team to ensure they deliver a great experience and are driving key targets such as add-on sales or promotions. This is an operational guest-facing role, and non-guest-facing tasks will be allocated as time within the working week to allow you to spend the majority of your time within the venue and with 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 retail spend, all while ensuring that we have the right people in the right place at the right time to achieve our goals.

Skills, Knowledge & Expertise

• Manage the team during shifts, ensuring key tasks and objectives are met.
• Drive add-on sales and promotions, supporting your 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, champion Butlin's Values and Leadership Behaviours, align rotas with the Right People, Right Place, Right Time (RPRRT) principle, and build relationships across the resort and central support teams.
• Handle people support of the department, managing tasks throughout the employee life cycle, including onboarding, performance management, training, and formal HR processes.

Required / Desired Qualifications

• Sports and Activities qualifications with experience, and prior leadership experience in a comparable environment.
• Excellent guest and customer service skills, with the ability to handle inquiries and resolve complaints effectively.
• Proven track record in creating opportunities through sales and promotions, collaborating with a diverse team to meet business needs driven by guest demand.
• Strong leadership, performance management, coaching, training, and high standards in delivery.
• Exceptional communication skills across all levels and the ability to juggle multiple priorities while adapting to evolving requirements.