Swimming Pool Shift Manager

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

Job summary

A leisure and entertainment company in Bognor Regis is looking for a Swimming Pool Shift Manager. The successful candidate will oversee operations at the Splash swimming pool, manage the team, and enhance guest experiences. You should have a National Pool Lifeguard Qualification and experience in customer service. Flexibility and strong leadership skills are essential. This full-time role requires working 40 hours over 5-days within a dynamic environment.

Qualifications

• Relevant experience in a busy pool environment.
• Track record of leading teams to success and managing performance.
• Capability to handle various inquiries and resolve complaints.

Responsibilities

• Oversee daily operations and manage the team during shifts.
• Drive improvements in Guest NPS and employee satisfaction.
• Ensure stock and propositions are available for guests.

Skills

Guest and customer service skills

Leadership abilities

Sales and promotions experience

Ability to handle inquiries

Excellent communication skills

Education

Current National Pool Lifeguard Qualification (NPLQ)

Job description

Swimming Pool 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.

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 our online roster system 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 (RPRPRT) 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.

This role typically covers 40 hours in a 5-day working week over 7 days, so flexibility is very important.

As with all roles at Butlin’s, no day will be the same and you will need to enjoy thinking on your feet, getting stuck in, and ensuring that our guest experience is always your number one priority.

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.