General Manager - Newtownabbey, Belfast


The overall management of all employees and full accountability for the successful performance 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.

Key Responsibilities/Deliverables

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.

1. Collate and present accurate and timely information on company documents to give a full understanding of your centre

2. Aim to develop your management team to have a full understanding of all associated stocks costs, complete accurate monthly stock takes and ensure that all information provided is detailed and precise. Analyse any discrepancies and put any actions plans in place for any potential opportunities.

3. Review monthly KPI’s alongside the AGM, highlighting any opportunities and address any actions that may need to be taken. This will be discussed in further detail with the BDM during monthly meetings.

4. Aim to maximise all areas of sales revenue and continually challenge yourself and your management team with the relevant departmental targets.

HR & People Management

1. Competently manage individual and team performance through leading by example in all operational areas. You will aim to follow all correct HR processes, following all company guidelines, procedures, company handbook and engaging in relevant support from the BDM when needed.

2. Complete all recruitment stages within the centre and develop the management team to deliver the same within their departments. Ensure that all regular appraisals and deadlines are adhered to.

3. 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.

4. 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

1. 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.

2. Continually ensure that the centre looks, feels, and sounds in line with company service standards and empower your management team to deliver the same at all times.

3. Ensure all customer rules, policies for both staff and customers are applied by management and staff.

4. Ensure compliance within the team with regards to the Airtastic customer feedback process, including party comment cards and internal and external reviews.

5. Complete regular observations with the team as a whole to ensure consistency and drive customer service throughout all activities, addressing any improvements that may arise.

Safety & Compliance:

Success measurements

1. Achieving required performance levels in all business KPIs and Audits. Be fully aware of set targets and projections and continually pursue these through our core values of managing costs, quality, and customer service.

2. Achieve required levels of customer feedback, through party comment cards and customer reviews and provide evidence of how constructive feedback has been managed.

3. Confidently analyse all financial reports on a weekly basis and maintain strong lines of communication with the BDM on how these have been effectively controlled.

4. Evidence of effective performance management within the team as a whole.

Essential Criteria:

1. Significant solid 3 years+ management experience at Assistant Manager Level or above in a fast paced, customer focused Leisure/Hospitality/Catering sector.

2. Evidence of people management, training and development and on the job coaching and support.

3. Full Accountability and responsibility for business or sales targets or KPIs in current and previous roles.

4. Strong communication, organisation and Leadership skills.

5. An approachable and enthusiastic manor and a can do attitude.

6. Knowledge of business KPI’s and correlation of supporting figures

7. Working knowledge of the Fuse Metrix booking system and reporting functions

8. Proficient in Microsoft office products – Outlook, Excel & Word.

Job Types: Full-time, Permanent

Pay: £40,000.00-£42,000.00 per year



Work Location: In person

Application deadline: 14/07/2024


[email protected]

Stay in the know

Join our mailing list to get special offers and the latest news from Airtastic