Operations Manager F&B only - Nottingham
Who do I report to? General Manager
What’s the purpose of the job?
This is a generic operational role managing the successful and efficient day to day operation of the club while taking on the duty management of the club, ensuring our members receive an excellent experience every day. In addition, the role will cover specific responsibilities in managing the activities of one of several departments as agreed with the GM. (These may be rotated from time to time to encourage multi-skilling and development).
What will I be doing? Regularly acting as Duty Manager, taking accountability for ensuring the smooth operation of the club and ensuring day to day health & safety and compliance regulations are adhered to for everyone in the club while delivering DL Clubs ways of operating and excellence in member experience. Leading my team to deliver compliance and health and safety legislation at all times including full adherence to the completion of prime safety system, crisis management policies, compliance and health and safety audits and following GDPR guidelines. Leading member obsessed service through inspiring leadership. Leading my team to deliver the DL Clubs ways of operating and legislation at all times. Maximising the member experience and member participation through great facility standards and management. Walking all areas of the Club including back of house, studios, pools, kids areas, store rooms and yards etc. ensuring a clean, safe, tidy, efficient and consistent working environment for all, at all times. Taking ownership of and regularly reviewing the Member feedback and Avius system scores, giving recognition and saying “Thank you” to those team members being recognised and taking appropriate actions to further improve the member experience. Lead the Club team in “We Play” activities to ensure that all team members understand the exceptional product and wider programming of the Club. Knowing our club and engaging with members about their activities and seeking ways to improve their experience of DL clubs at every opportunity. Taking ownership of and utilising channels of communication such as Member Surveys, Employee Engagement Surveys, member forums, mystery members etc. to improve the member/team member experience. Taking ownership to resolve member’s queries or complaints. Ensuring the professional recruitment of great people and inducting, managing and developing high performance team. Checking rotas against the Time & Attendance system and approving for payroll. Creating and implementing club action and improvement plans against key metrics based on the 4 monthly cycle and managing own teams to deliver. Checking weekly updates and cascading to all team members to ensure they are continuously abreast of club and company activities. Leading my team to ensure that profit margin and financial targets are achieved and that costs are minimised contributing to the club’s profit and loss performance. Managing stock, repairs and ordering systems, following our operating and finance procedures. Setting stretching but achievable targets for the team and reviewing them on a regular basis. Working with partners and contractors to ensure consistent delivery of the Service Level Agreements. Building good relationships with Club Support and team members to utilise resources for the benefit of all. Participating and sharing knowledge and expertise with peers and other team members. Leading the club opening and closing procedures. Creating and implementing department action and improvement plans where required. Delivering ad hoc activities as required.
F&B (only) Leading and operating a successful DLicious Club room team and giving our members an exceptional food and beverage experience whilst promoting ‘Clubiness’ within the clubroom area. Full knowledge of food hygiene and health & safety standards. Making sure my team members, members and myself are safe at all times. Completing a weekly FB audit and having full accountability for food safety, ensuring that all health and safety checks are completed and documented using KRKB books. Play a central role in delivering a range of member social events and activities, looking for opportunities to improve the member experience, drive ‘Clubiness’, increase profit and generate new income for the club. Leading the team to know the menu and its health benefits and offering advice and encouraging members to try new things. Supporting the Clubroom Supervisor in delivering the Club Room rota to drive labour optimisation and accurately forecasting revenue to maximise margins and member experience. Leading my team to achieve Club Room revenue targets and ensuring that all profit margins on Food and Beverage are achieved by completing stocks in line with company expectations and review the stock weekly with my team and General Manager. Managing stock, cash control and ordering systems, following our operating and finance procedures. Working with partners and contractors to ensure safe and consistent delivery of the Service Level Agreements.
How will I be measured? Observing me and my team delivering fantastic service and engagement with members. Observing me and my team’s speed and efficiency to react to incidents, issues or complaints. What members, team members or mystery members tell us about me and my team and our facilities. My performance and my team’s performance against our 6 Values. How well myself and my team follow DL clubs Ways of Working. Key KPI’s to include % of Frozen members, Usage % Penetration of monthly members, Customer Satisfaction, In-club income per member and EBITDARR. Compliance against all legislative and company audits. Monthly club visits from Regional Manager and/or any other Club Support visitors.
What qualifications, skills and experience do I need? The position requires working shifts in accordance with the demand of the business, including working 4 weekend shifts per month and at least one late shift per week Educated to at least A level standard or equivalent with additional Higher Education qualification (HND/Diploma) - desirable. GCSE in English and Maths. Experience in managing a team in a busy restaurant or food facility – highly desirable. Experience of duty management responsibilities – highly desirable. Experience of financial planning and management. Passionate about customer service. Excellent communication and collaboration skills. Team player.