Senior Operations Manager - London 

Senior Operations Manager - London 

We’re on a mission to reinvent mini golf and leisure experiences in the UK. Our first family friendly but not family-only indoor mini golf attraction, Treetop Adventure Golf, opened at St David’s shopping centre in Cardiff in 2015. We opened our second site, in city-centre Manchester, in 2018 and we’re expanding to open at Highcross shopping centre, Leicester in June 2019. We have a fantastic pipeline of sites and are positioned for growth.

We’re recruiting for a Senior Operations Manager to join our experienced central team. We’re looking for someone who has a hospitality or leisure operations background and wants a varied role and exciting opportunity. We plan for the Senior Operations Manager position to expand further in the future and would like someone who will grow and develop with the business.

Our Senior Operations Manager will report directly to the CEO and be an integral part of a central team of 5 to 10 and a Company team of 60 to 80 people. They will drive our site level operations in all aspects.

We set ourselves extremely high standards across all areas to ensure that we deliver consistently outstanding guest experiences. We use creativity and innovation, combined with a dedication to our guests and an obsession with details to differentiate ourselves from the rest of the industry.

Our priority is to hire a central support team with employees who are focused on getting things done in a collaborative, supportive and flexible work environment.

What You’ll Be Doing

You’ll join the company as it evolves from the ‘early growth’ phase to ‘scale up’ phase and work with our General Managers and their teams to develop and implement our current operation, whilst maintaining our high standards. These will include:

-          Oversee the effective operation of all Treetop Adventure Golf sites whilst championing our standards of excellence

-          Inspire and empower your onsite teams to make every moment an adventure for our guests

-          Combine a commercially focused approach with a dedication to guest experience

-          Use provided guest insights and financial analysis to help drive operating profit margin and growth

-          Regularly view and present proposed changes to operational processes

-          Work closely with the central marketing team to deliver local and national marketing strategies

-          Support new site Opening Manager in the set-up of suppliers, operations and processes and training of opening management team

-          Collaborate with other departments to complete a menu review twice a year to ensure our F&B offering remains of the highest quality and relevant for our guests

-          Nurture relationships with existing suppliers and develop relationships with future suppliers

People & Training

-          Work closely with our Senior Learning & Development Manager in the implementation of all team related programmes and initiatives

-          Discipline Team Members and managers as required and in line with the law and company policies

-          Ensure all Managers are aware of operational changes and that these are communicated effectively within their teams

-          Attend monthly Central support meetings and hold weekly General Manager calls and monthly meetings to review site cashflow and operations

-          Develop commercial awareness and understanding in onsite Managers

-          Ensure all standards are consistently upheld and that our ways of doing things, set out in “How-To” Guides, are followed

-          Understand site recruitment needs and use the resources available to help managers build and maintain excellent teams with the appropriate skills and knowledge to fulfil their roles

-          Help maintain our industry leading retention rates

-          Oversee the training of all new team members, making sure that all areas of training are completed and sign off; all E-learning is achieved in the timeframe and all our team members meet our high standards

-          Participate in all training sign off at every level across the company

-          Spot talent within our teams and contribute to career progression planning across all sites

-          Complete talent mapping of the managers and help guide GMs in talent mapping their team

-          Review fortnightly mystery shopper reports with General Managers and oversee implementation of follow-up actions and adjustments to processes as required

-          Follow all company HR policies and ensure all team members are following our Employee Handbook

Finance, Commercials, Reporting & Strategy

-          Have a focus on driving and maintaining site commercial success

-          Contribute to the detailed annual budgeting process for both monthly site revenue and expenses

-          Ensure General Managers operate within their monthly labour budgets and that rotas are issued to our teams within agreed timeframes

-          Work with our finance team to ensure site finance processes are always accurately carried out

-          Seek out and help implement efficiencies in expenses at every layer of site and central operation

-          Be fully accountable for the control of all stock at each site, making sure menu items are always available and mini golf supplies in place to seasonal patterns

-          Oversee reviews of and negotiations with all suppliers and business partners

-          Contribute fully to the development of operational strategy across all areas of the business, challenging assumptions and decision-making as appropriate and providing analysis to support proposed actions

-          Develop all necessary policies and procedures to ensure the sound operational management of all Treetop sites

-          Review monthly cash flow reports and management accounts and report as appropriate on variances from monthly budgets

-          Prepare ad hoc and end of year reports for internal use, monthly internal and board meetings

-          Assist CEO where appropriate in presenting reports to the Board

-          Contribute to the operational evaluation of new business opportunities

 

Systems & Software

-          Review and analyse current operational software to include POS and inventory management and report findings and proposed action plans

-          Oversee and coordinate implementation of software changes across sites

-          Seek out opportunities to improve operational efficiency through the adoption of software

Health & Safety and Maintenance

-          Always prioritise the safety of our guests and team

-          Ensure that all health and safety standards and guidelines are adhered to in line with the law and the policies outlined by Surefoot Solutions

-          Manage the relationship with any external health & safety providers, such as Surefoot Solutions

-          Carry out detailed monthly maintenance reviews at each site and take responsibility for overseeing completion and recording of action items

-          Ensure all scheduled safety checks are completed on time and in line with company policy

Working Arrangement

-          London office (Vauxhall) with flexibility for some remote working

-          You’ll work in a close-knit team but also have a high-level of autonomy in this broad and varied role

-          Travel to Treetop Adventure Golf sites as required to support onsite managers in finance processes

-          Multiple platforms for communicating with CEO and team to include video conferencing, phone, email, Slack and Trello