Supervisor/Duty Manager

Burhill Group Limited (BGL); Newcastle upon Tyne; On-site; GBP 23,000 - 29,000; Full time

Job summary

Adventure Leisure is seeking a dedicated Supervisor at Mulligans Newcastle to energise the team, elevate guest experiences and promote F&B and retail offerings. You will work closely with the General Manager to nurture staff development, uphold safety standards and drive continuous improvement.

You will lead a lively, customer‑facing operation, ensure smooth shifts, and uphold brand standards across activities.

Qualifications

• Excellent verbal and written communication.
• Ability to prioritise work and meet deadlines.
• Strong delegation and coaching skills.

Responsibilities

• Lead front-of-house teams to deliver outstanding guest experiences.
• Open/close venue and complete checklists with zero defects.
• Drive revenue through upselling F&B and retail offerings.

Skills

Communication

Prioritisation

Delegation

Presentation

Time management

Problem solving

Planning

Coaching

Education

GCSEs

First Aid at Work

Driving Licence

Job description

JOB TITLE: Supervisor

REPORTS TO: General Manager/ Assistant General Manager

LOCATION: Mulligans Newcastle

KEY RELATIONSHIPS**: General Manager, Assistant General Manager, Duty Manager and Team Leaders**

ABOUT ADVENTURE LEISURE

Adventure Leisure isn’t just another leisure operator; we are a powerhouse in the UK entertainment scene, driven by our Purpose: to create space to play and be together. With iconic brands like Mulligans and Bunkers, we are redefining fun for people of all ages, backgrounds and abilities, creating experiences that genuinely bring everyone together.

Guided by this Purpose, we focus on delivering exceptional experiences across all our venues. Our Values underpin everything we do:

Fun, bringing energy, contribute to the happiness of the team and deliver unforgettable moments of delight.

Ambition, constantly looking to improve, taking the positives from every situation and being prepared to play even if we don’t always win.

Collaboration, communicate openly and work inclusively across teams and functions.

Trust, fostering safe environments, acting responsibly and believing in each other.

We are growing fast, powered by bold plans and a shared passion for creating memorable, inclusive and accessible experiences. From crazy golf and electro darts to shuffleboards and pool. We’re always evolving to make our spaces welcoming, exciting and inspiring for all, and we are only just getting started.

Join us for an exciting adventure at one of our venues, where play, connection and competition come to life!

ROLE OVERVIEW

As a Supervisor at Adventure Leisure, you will play a vital role in shaping the energy, success and overall momentum of our LOCATION venue. Working closely with the General Manager, you will champion exceptional guest experiences, ensuring every visit feels memorable and every moment exceeds expectations. Alongside this, you will confidently promote our retail, food and beverage offerings, helping to drive revenue while keeping a strong focus on elevating the guest journey as a whole.

At the heart of the role is our people. You will support, develop and empower team members to flourish, creating an environment that’s fun, positive and high‑performing. By nurturing talent and building confidence, you will help cultivate a team that is motivated, engaged and consistently outstanding.

With your determination, ambition and commitment to excellence, you will help guide all aspects of the venue, ensuring Adventure Leisure stands out as the area’s go‑to family‑centric leisure destination, a place guests love to visit and a team is proud to represent.

KEY ACCOUNTABILITIES

Strategic

• Influence and positively manage the development of organisational culture putting the team and their continued development / challenge at the forefront.
• Keep abreast of changes in the hospitality/leisure market in which the location operates and use this knowledge to identify opportunities for all areas.

Operations

• Maintain positive and effective relationships with customers and team members through an active presence in the front areas.
• Ability to open and close the location without supervision, completing all mandatory and required checklists, reporting issues/concerns/hazards where necessary to ensure zero defects and maximum operational ability.
• Continually review and develop standard operating procedures to enhance customer satisfaction whilst maximising revenue and profitability.
• Contribute to achieving a minimum of 95% in the F&B and Health and safety audits.
• Support management with the care and maintenance of all assets, inventory, and resources of the location.
• Assist the management in implementing Health and Safety procedures that comply with up-to-date legislation, ensure they are clearly communicated, effectively monitored, and regularly reviewed.
• Prepare for, attend, and contribute to departmental and organisational meetings as required.
• Deputise for the General / Assistant General Manager as required.

People

• People Management - ensure all team members are performing to their optimum ability, recognising and rewarding high and exceptional performance and performance managing under or poor performers.
• Regular, relevant and timely communication across the teams to ensure full understanding and transparency of company objectives and performance.
• Take an active role in the recruitment and consistent induction of all staff members, taking overall responsibility for their welfare and their development.
• Ensure recruitment is completed ethically and legally. Job descriptions, expectations and goals are described at length. Comprehensive note taking at interview stage to reflect the candidate response. Compliance with Right to Live & Work laws and references sought and confirmed.
• Complete regular 121’s with team members and ensure their Timeline and Employee Feedback Forms are completed as required.
• Ensure direct reports receive performance support utilising the structure and process provided by the company.
• Ensure personal and team compliance within the BGL Academy is 100% at all times.
• Maintain a strong network with fellow Adventure Leisure Supervisors to support robust collaboration.

Financial

• Support management to achieve revenue and contribution targets and identified KPI’s for each aspect of the operation.
• Implement and monitor all financial controls.
• Complete month end procedures for retail in line with BGL company stock taking procedures.
• Adhere and monitor compliance of purchasing policies and procedures.
• Ensure all BGL procedures and policies are adhered to.

Marketing

• Ensure the location section of the BGL website is maintained and up to date.

Customer Experience

• Ensure that all team members consistently deliver outstanding service levels to achieve maximum customer satisfaction.

KEY EXPERIENCE, SKILLS AND ATTRIBUTES

Experience

• 1 years’ People Management experience - Essential
• Experience working in a hand-on customer facing role - Essential
• Key holder experience - Essential
• Health and safety experience (carrying out checks) - Essential

Skills

• Excellent communication skills: Verbal, Written and Listening.
• Prioritisation skills - the ability to plan work activities and to use time efficiently.
• Good delegation skills
• Good Presentation Skills
• Good Time management and organisation skills
• Problem solving and decision-making skills (pragmatic)
• Strong Planning skills
• Coaching and development skills

Attributes

• Organised and enthusiastic with a "can do" attitude and attention to detail.
• Good ability to manage change
• Must be results driven

EDUCATIONAL BACKGROUND AND QUALIFICATIONS

• Good GCSE educational standard (essential)
• First Aid at Work Certification (preferred)
• Driving Licence (essential)

We are committed to ensuring our recruitment process is accessible to all. We are committed to providing reasonable adjustments throughout the recruitment process, please speak with the hiring manager regarding any requirements.