Team Lead

Stratospheric Entertainment; Mumbai Suburban; On-site; INR 600,000 - 800,000; Full time

Job summary

Bounce Inc. in Mumbai leads a Team Leader in our trampoline park and entertainment facility, guiding a team to ensure smooth daily operations, outstanding guest service, and a positive work environment.

The role reports to the Park Manager and collaborates with other leaders to meet business goals. Key duties include crafting run sheets, coordinating with vendors, supervising housekeeping, maintaining safety standards, daily reporting, and ensuring seamless guest experiences across reception,

Qualifications

• High school diploma or equivalent; some college education preferred.
• Previous leadership or supervisory experience in hospitality, entertainment, or customer service.
• Excellent interpersonal and communication skills with the ability to motivate staff.
• Strong problem-solving abilities and ability to multitask in a fast-paced environment.
• Knowledge of safety protocols in leisure/entertainment industries.
• Proficient computer skills including POS systems.

Responsibilities

• Lead and supervise Hosts to deliver exceptional guest experiences.
• Coordinate daily run sheets, rosters, and shift handovers.
• Ensure safety, cleanliness and presentation standards across venues.
• Monitor customer flow and manage group bookings and events.
• Provide training and onboarding to new team members.
• Liaise with venue management to resolve issues promptly.

Skills

Leadership

Interpersonal skills

Communication

Team motivation

Problem solving

Multitasking

Flexibility

Education

High school diploma or equivalent; some college education preferred

Tools

Microsoft Office Suite

POS systems

Job description

Position: Team Leader

Department: Operations Reports to: Venue Admin

Job Overview: As a Team Leader at Bounce Inc., you will play a pivotal role in leading and motivating a team of enthusiastic individuals within our trampoline park and entertainment facility. You will be responsible for ensuring the smooth operation of daily activities, maintaining a high level of customer service, and fostering a positive and engaging environment for both guests and team members. The Team Leader will report directly to the Park Manager and collaborate closely with other team leaders to achieve business objectives.

KEY ACCOUNTABILITIES

• Preparation of the run sheet as per the rostered offs and send it to Venue Administrator for his review
• Coordinating with DJ vendor for important days in the venue i.e. Tuesday, Sunday and Public Holidays
• Ensuring that the Housekeeping Team is following their regular run sheet and completing the tasks and duties regularly
• Count of Bands, Socks, reception cash float, lost and found register is to be maintained at reception
• Customer Lockers to be checked after closing and beginning of the shift. Any issues to be addressed to Maintenance department for rectification
• Customer, staff and Directors washrooms to be kept clean and hygienic at all times
• Daily Huddle and grooming check of the venue staff to be done
• Mall Rounds & Mall Performances to be done as per the requirement
• Maintaining the RIO reports as per the standard
• Handling the injuries and ensuring the best customer safety standards
• Preparing daily reports and submitting to the reporting manager on timely basis

Values & Behaviours

• Lead by example by living BOUNCE Values on a day-to-day basis and encourage and help all Hosts to do the same
• Regularly step into the shoes of a Host to ensure Team Leader presence is felt on the floor and front of house
• Positively influence and maintain the BOUNCE culture through direct and indirect action as needed
• Take every opportunity to promote the BOUNCE Vision, Values and Culture both internally and externally

People Management

• Lead, coach and supervise Hosts so that they are engaged and consistently delivering an exceptional experience
• Facilitate training and induction to ensure Hosts are able to achieve current role requirements

• Ensure Hosts follow specified systems and procedures and complete checklists fully and on time
• Effectively performance manage Hosts i.e. conduct one-on-ones, induction, conversations around availability and adhering to Bounce policies and procedures

Customer Experience & Delivery

• Facilitate a Free-Jumping Revolution culture!
• Welcome and serve customers in an efficient and friendly manner and provide a high level of product and service knowledge
• Actively promote suite of Bounce products and programs to customers
• Facilitate customer flow throughout the reception, Tuck Shop and party areas and deliver an exceptional customer experience
• Prepare F&B offers for group bookings (e.g. schools, parties, corporates) and ensure delivery is on time
• Proactively communicate upcoming bookings, programs, customer activity (e.g. Bounce Squad, group bookings) with team to assist in planning and coordination
• Check daily occupancy and liaise with Venue Management to ensure efficient coordination of organised groups such as schools, corporate or large group bookings
• Check rosters and ensure breaks are allocated based on customer activity.
• Ensure party rooms are clean, set-up and available based on customer numbers
• Manage customer issues and resolve promptly
• Forward all customer feedback regarding promotions, team members, customer experience and complaints to the Assistant Venue Manager to review
• Ensure the delivery of all programs and group experiences are to a high standard and as designed

Safety

• Uphold Bounces Leaders in Safety status by maintaining a safe environment for all customers, team members and contractors with a focus on prevention and intervention
• Complete incident and injury reports in an accurate and timely manner
• Complete Tuck shop operating checklists and ensure that food safety standards are maintained
• Ensure First Aid and other equipment is regularly checked, maintained and stocked to ensure that safety standards are met
• Confidently provide groups with safety briefings and ensure that safety rules are enforced
• Ensure radio communication in place across all areas and that PA announcements are made hourly
• Communicate with Hosts to ensure that hourly rotations occur

Presentation & Cleanliness

• Ensure the reception, Tuck Shop and party areas are clean and well presented at all times
• Ensure all non-trampoline areas represent the brand and are set up for functional use
• Ensure the Venue Presentation checklist is adhered to at all times

Stock Management

• Follow systems for stock control, rotation and food storage
• Daily stock taking in kitchen
• Ensure that the presentation of food, beverage and merchandise is of a high standard
• Ensure safe food and beverage handling standards and quality is maintained
• Responsible for cash handling each day and preparing banking

• Maintaining the stock inventory of all operations related activities (For e.g., Bands, Socks, DB Balls, Outdoor Events Stock, all trampoline related material & HK Materials)

Repairs & Maintenance

• Complete equipment and maintenance audits and required checklists for all activity areas
• Ensure preventative maintenance is completed in a timely manner
• Ensure required repairs are made promptly using approved contractors

  Qualifications:

  High school diploma or equivalent; some college education preferred.

  Previous experience in a leadership or supervisory role, preferably in the hospitality, entertainment, or customer service industry.

  Exceptional interpersonal and communication skills, with the ability to motivate and inspire team members.

  Strong problem-solving abilities and the capacity to handle multiple tasks simultaneously in a fast-paced environment.

  Knowledge of safety protocols and procedures within the leisure and entertainment industry.

  Proficient computer skills, including experience with Microsoft Office Suite and point-of-sale systems.

  Flexibility to work evenings, weekends, and holidays as required.

  At Bounce Inc., we value individuals who are passionate about creating memorable experiences for our guests while fostering a positive and inclusive work environment. If you are a motivated leader with excellent communication skills and a passion for delivering exceptional customer service, we invite you to join our dynamic team as a Team Leader.

  Bounce India is an equal opportunity employer and encourages candidates from diverse backgrounds to apply.