Operations Manager - Musselburgh, East Lothian
Contract: Permanent 40 hours per week.
Reports to: General Manager
Job Summary: The Operations Manager will be responsible for overseeing all operational aspects of the trampoline park, ensuring smooth and efficient daily operations, maintaining a safe and enjoyable environment, and delivering exceptional customer experiences. This role requires strong leadership skills, excellent organisational abilities, and a comprehensive understanding of managing operations in a recreational setting.
Sales and Service Delivery:
- Collaborate with the General Manager to maintain and enhance the highest standards of customer service and achieve customer-focused KPIs.
- Communicate financial targets (EBITDA) and KPIs to the team, while implementing effective plans to ensure target attainment.
- Investigate and resolve customer complaints promptly, utilising a comprehensive case management system.
- Monitor and achieve upsell targets for the front of house café and reception.
- Develop and execute local sales and marketing plans, including the management of social media.
- Ensure up-to-date and well-displayed marketing literature at the site.
- Achieve site sales targets related to membership, group bookings, parties, and other business initiatives.
Compliance and Safety Management:
- Assist in the implementation, maintenance, and management of an effective system of controls, covering both financial and non-financial aspects of the business.
- Maintain adherence to all contracts, licenses, and documentation necessary for the safe and effective operation of the park.
- Support the General Manager in leading and developing a high-performing team through effective recruitment, people management, development, retention, and succession planning strategies.
- Act as a deputy for the General Manager in their absence.
- Responsible for the day-to-day management of the park, including fulfilling the role of a shift manager as required.
- Ensure team compliance with schedules, maintain employee records, conduct appraisals, and promptly complete follow-up processes related to sickness, lateness, and performance.
Skills and Attributes:
- Passionate about service, displaying warmth, friendliness, and authenticity while leading, inspiring, and motivating a large and diverse team with fairness and empathy.
- Performance-driven mindset, fostering a culture of results within a high-pressure environment by instilling a strong sense of team spirit and a drive to be part of a winning team.
- Strong prioritisation skills, able to manage tasks effectively within competing deadlines.
- Flexible and responsive to swiftly address risks and compliance queries.
- Effective communicator with a confident and authoritative speaking style.
- Committed to 100% customer satisfaction, consistently striving to deliver an exceptional experience.
- Flexibility in working hours, including days, nights, weekends, and bank holidays, as the park operates on extended hours.
- Minimum of 2 years' proven leadership experience is essential.
- Experience in managing health and safety processes is essential.
- Possession of an IOSH Working Safely qualification is desirable.
- Experience working in a café environment is desirable.
- First Aid qualification or willingness to obtain one is preferred.
Join our team at the Trampoline Park and be part of an incredible journey where excitement knows no bounds. Apply today and let your passion for exceptional service and trampolining shine!