Full Job Description
Airtastic Newtownabbey is part of the Airtastic Entertainment centre concept with a number of other locations in Ireland and Northern Ireland. It is owned and operated by SMS platinum group Ltd, who also operate leisure brand Funky Monkeys Children's soft play concept with multiple locations throughout the UK and Ireland.
The centre is into a multi-activity venue for all ages, complete with an Inflatable park, 12 Lanes of high tech Ten Pin Bowling, a play to win prizes Amusements Arcade, a fantastic Laser Tag arena, a Soft Play Centre, and an NY Diner ensuring there’s something for everyone to enjoy.
Airtastic have the ethos of creating a fun and inspiring customer experience. Customer service and overall experience will take centre stage and therefore be the main emphasis for the team.
Already a market leader, the vision for the business is to continue to develop a successful brand throughout NI, ROI and the UK. This role as with other roles in the business, provides a platform for ambitious individuals who want to further their careers.
Overview:
The Duty Manager will be assisting with the general management of all employees and accountability for the successful performance of their department and the daily running of the centre. In respect of successful performance this includes areas such as sales and costs but also adequate representation of all brand standards in customer service, hygiene, maintenance and safety.
The Role - Main responsibilities
Managing Business Cost & Performance
- Strive to efficiently manage all overheads, stock, team schedules, labour control and all other elements affecting the profitability of the business in accordance with business targets and KPIs. This will be department specific as well as supporting the general management of overall centre costs.
- Working alongside the General Manager and Assistant General Manager aim to develop your team to have a full understanding of all associated stocks costs, and support with accurate monthly stock takes and ensure that all information provided is detailed and precise.
- Review monthly KPI’s for your department alongside the senior management team, highlighting any opportunities and address any actions that may need to be taken.
- Aim to maximise all areas of sales revenue and continually challenge yourself and your team with the relevant departmental targets. Support the department with implementing any targets or supporting any action plans within the management team.
- In the absence of the General Manager/Assistant General Manager assume full accountability of the centre on a daily basis with running centre shifts and seek any relevant support as necessary.
HR & People Management
- Competently manage individual and team performance through leading by example in all operational areas. Within your department you will aim to follow all correct HR processes, following all company guidelines, procedures, company handbook and engaging in relevant support from the senior management team when needed.
- Analysis your department recruitment needs on a regular basis and complete all recruitment stages as necessary to ensure that you always have adequate departmental structure.
- Passionately strive to develop, train and coach a reliable team and motivate them to a level of competence, clarifying and delegating direct responsibility of their role. Use company tools such as versatility trackers to ensure gaps are identified and training opportunities are being optimised. You will be able to identify and structure a solid succession place for your team to secure further development and progression within the company, while promoting high morale and team spirit.
- Ensure company ethos of Work Life Balance is being practiced in the centre by adhering to rota fairness and a give and take approach.
Customer Experience and Service Levels
- Consistently demonstrate exceptional customer service and inspire your team to deliver the same standards through daily role modelling and leading by example. You will see the business through the eyes of the customers and ensure that your team are fully motivated and engaged to provide a positive customer experience. Customer service should be at the forefront of all training and expectations.
- Regularly complete customer journeys within your department and put relevant actions plans in place to enhance the customer experience.
- Complete regular observations with the team as a whole to ensure consistency and drive service throughout all activities, addressing any improvements that may arise. Regular 1:1’s and observation and regular feedback and coaching should be given to your team and to other departments when running the centre.
Safety & Compliance:
- Ensure the correct and continual use of all company procedures, systems and documents and ensure the team is also fully engaged in the correct process. Be accountable for all cash handling, card transactions, banking and transaction/sales reporting. Understand your department requirements and role model to your team.
- Work together with the General Manager and Assistant General Manager to build a strong relationship with outside regulating bodies such as the local Councils, Environmental Health, and Health and Safety Officers. Manage the upkeep and excellent condition of all equipment and premises ensuring prompt remedial action as required. Complete regular department walks and highlight any issues to the AGM & GM. Maintain a safe and harmonious working environment for team members and customers as well as ensuring the highest standards of hygiene and health and safety.
- Ensure all maintenance issues are highlighted and addressed for completion following the correct process. Highlight if not completed in a timely manner.
- Review all departmental staff training such as food safety and first aid on a regular basis and plan any training sessions as required.
- Ensure all H&S folders are up to date and compliant, ensuring that all relevant certificates are in date, print and filed. Complete internal H&S audit within the centre.
Success measurements
- Achieving required performance levels in all department KPIs and Audits. Be fully aware of set targets and projections and continually pursue these through our core values of managing costs, quality, and service.
- Achieve required levels of customer feedback, through party comment cards and customer reviews and provide evidence of how constructive feedback has been managed. Engage with your department to exceed these targets.
- Confidently analyse all relevant departmental financial reports on a weekly basis and maintain strong lines of communication with the GM/AGM on how these have been effectively controlled and support any action plans that need to be in place. Engage with your team of targets and proposed opportunities within your department
- Evidence of effective performance management within your department and team as a whole. Support the overall centre in achieving main KPIS’s and targets
Essential Criteria
- 2+ Years within a busy Retail/Catering/Hospitality/Leisure industry at management level
- Knowledge of business KPI’s and correlation of supporting figures
- Working knowledge of the booking systems and reporting functions
- Proficient in Microsoft office products – Outlook, Excel & Word
Additional Information:
- Full training will be given for the role
- Job Types: Full-time, Permanent
- Pay: From £32,500.00 per year
Benefits:
- Discounted or free food
- Employee discount
- On-site parking
Work Location: In person
To Apply
Please apply via Indeed here. Or e-mail your CV to recruitment@air-tastic.com. Reference ID: Duty Manager Newtownabbey
