Work as a General Manager in South East London
General Manager East London up to £34,000 plus bonus
Our client is one of the leading Multi-site leisure businesses with venues across the Country. They are entering a period of growth over the coming years and are looking for a
General Manager
to support this growth by heading up one of their sites in the East London area.
The General Manager is responsible for developing and managing a high performing team, ensuring the achievement of all KPIs in relation to revenue, profit, utilisation and customer satisfaction. You will need to create an outstanding customer experience.
Also take responsibility for identifying opportunities to work with the local community, building relationships, brand awareness and maximising revenue potential.
Key Responsibilities of their General Managers
Responsibilities include but are not limited to:
Operations
• Lead, motivate, and drive forward the team to enable them to achieve KPI's in relation to their customers, their products, their brand and their profitability.
• Identify opportunities to maximise profitability and the performance of the site and implement these initiatives and actions whilst engaging your team.
• Ensure standards are maintained to a high level at all times.
• Ensure all systems, point of sale and centre operational procedures are well managed and in line with the business expectations.
• Communicate any changes to operational process and procedures to the team and provide suitable training to ensure changes are seamless for their customers.
• Understand the risks when handling customer and corporate data and be aware of the security policies that apply to this role ensuring compliance with them in line with GDPR.
•
Customer
• Lead by example to create a culture of exceptional customer service, constantly pushing the boundaries to enhance the customer experience.
• Meet and greet customers with a friendly, approachable and polite manner.
• Fulfil all reasonable requests from customers to ensure their comfort, satisfaction and safety.
• Deal with challenging situations by demonstrating empathy and understanding, being empowered to make a decision to resolve.
• Resolve customer complaints that have been escalated from the team in a calm, patient and polite manner
People
• Manage the recruitment, training and development of new staff members
• Ensure all new starters are trained in line with their induction procedure and that all probationary periods are conducted and recorded.
• Agree goals, regularly review results and support and develop your team, ensuring success is celebrated.
• Hold regular team and 1:1 meetings to provide feedback and communicate effectively with your team.
• Conduct annual appraisals and identify appropriate training and development opportunities.
• Manage employee relations effectively with appropriate advice and support.
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