Operations Manager

Job content

Job Role

Job Title: Operations Manager

Reporting to: Primary: Head of Operations, Secondary: Managing Director

Direct reports: Adventure Park Assistant Manager, Adventure Park Supervisor, Adventure Park Shift Leader, Instructors, Visitor Experience Hosts

Contract / Hours

Permanent, full-time 40-hours per week, subject to a 6-month probationary period.

Flexible working to include Monday to Sunday and peak trading days are weekends, public school holiday and bank holidays. Ad hoc business travel between sites locations.

Rate of Pay

Basic salary – £32,500 to £35,000 per annum

OTE – up to 30% of salary. OTE £45,500

Pension / Benefits

Pension:

We operate a contributory pension scheme, which you will be auto-enrolled into (subject to the conditions of the scheme). Further details are available separately.

Other Benefits:

• 20% discount off drinks and snacks
• 50% discount on Adventure Golf for team member and up to 4 guests, limited to 12 visits per annum

Location(s)

Primary location is Pirate Cove Adventure Park, External Winter Garden, Bluewater Shopping Centre, Greenhithe, Kent, DA9 9SF.

Ad hoc travel is required to other Adventure Experience locations at the discretion of the Head of Operations and based on the needs of the business.

Other travel will be required to attend various meetings, trade shows and suppliers etc.

Company Overview

Founded in 2010, Adventure Experience Ltd has become the market leader in Adventure Golf, offering some of the very best Adventure Golf courses in the UK. Designing and building heavily themed Florida style Adventure Golf sites throughout the UK, Adventure Experience Ltd is set to continue expansion plans with Jurassic Island Adventure Golf (Harrow) under construction and due to open Summer 2022, Jurassic Cove Adventure Golf (Nottingham) planned to open Summer 2023 and further development sites in the pipeline.

Go to www.adventureexperience.co.uk for further details.

About the Role

Purpose:

As Operations Manager your role is to drive the profitability of the site by meeting and exceeding sales targets and KPI’s, tightly controlling operational expenses and ensuring the commercial potential of the site is maximised.

Operating to consistently high standards, delivery of exceptional customer and team satisfaction results, you will be responsible for creating a high-performance culture by leading, supporting, motivating and developing the team to enable delivery of their commercial targets.

Support the Head of Operations, at other site locations as required, and based on the needs of the business. Ad hoc involvement in company project-based work as required and set by the Head of Operations.

Responsibilities:

• Direct line management responsibility for Pirate Cove Adventure Park comprising Adventure Golf courses, Leisure Boating and Driving Experiences.
• Act as an ambassador of Adventure Experience and maintain excellent rapport with the Landlord
• Closely work with the Landlord marketing team to maximise awareness and exposure of Pirate Cove Adventure Park
• Champion social media to positively promote the brand and support the Head of Operations with implementing and communicating the digital marketing strategy.
• Ad hoc management support at other site locations as deemed necessary by the Head of Operations.
• Ad hoc Involvement in project-based work as set by the Company.
• A sales focussed approach and strong desire to exceed secondary spend targets.
• Delivery of EBITDA and other KPI’s as set by the Company
• Fully conversant with EBITDA and experience of working with KPI’s and understands the importance of delivering and exceeding targets and the need for detailed planning, measurement and effective performance management.
• Experience of working with detailed reports and analysis and ability to make sound commercial recommendations to the Head of Operations, based on sound rationale, and to improve the overall performance of the site.
• Seeks out commercial opportunities to improve spend per head and presents ideas / initiatives to the Head of Operations.
• Working within a profit and loss framework and understands controllable costs and manages these effectively and proportionately, in particular due to the seasonality of the business and impact of weather and the need for mitigation.
• Actively monitors customer satisfaction through customer surveys and on-line reviews, presents recommendations to the Head of Operations based on results / feedback and continually strives to improve overall satisfaction (GX score) and on-line ratings (Trip Advisor / Google / Facebook) though positively engaging the teams.
• Culture carrier for the site by being obsessive and always putting the customer, and of course the team, at the heart of all decision making.
• Act as organiser of the team member social events, reward and recognition programme and feedback.
• Positively communicate and demonstrate the brand values in all internal and external communication.
• Conduct monthly 1:1’s with the team and with clear purpose and documented objectives.
• Creates a high-performance culture by setting clear expectations and targets, analysing performance, giving appropriate and prompt feedback.
• Attend a quarterly business review with the Head of Operations to discuss the performance of Pirate Cove Adventure Park
• Support the Head of Operations with ensuring that operating standards and audit and compliance processes spanning health & safety, human resources, IT, finance, security and GDPR are adhered to and corrective action is put in place where required.
• Lead the recruitment, induction, training and development for the site and support at other site locations as required
• Coach, motivate and inspire the team to promote high levels of employee satisfaction and team retention.
• Act quickly to address people performance issues using the support and tools available via Peninsula HR.
• Support and contribute toward effective succession planning process to support the future growth of the company.
• Maintain an awareness of local competition and employ an effective strategy to maintain market share.

About You

• A proven track record of delivering results in a commercial environment.
• Strong commercial acumen and relevant industry specific knowledge.
• Proven ability to lead, manage and motivate high performing teams.
• Possess an entrepreneurial spirit and an inherent desire to succeed.

· Positive can-do approach to overcoming challenges and adversity.

• Personable, approachable and possessing excellent communication and presentation skills with the ability to adapt to a range of audiences.

· Natural flair for delivering exceptional service and instilling this in the teams

• An adaptable and versatile approach to meet the changing and demanding needs of the business.
• Confident operating with autonomy in a hands-off management environment focussed on output and delivery of results.
• Experience in managing budgets, working with detailed reports and presenting results in a clear, concise way.
• Outgoing, fun, vibrant and friendly personality
• Willingness to learn and commitment to ongoing professional development to support the future growth of the business.
• An eye for detail and obsessive focus on standards
• Awareness of Health and Safety / Human Resource / GDPR legislation

Desirable:

· Minimum 3-years management experience working in a retail, hospitality or leisure environment.