Overview
We are looking for an experienced Venue Lead to help deliver exceptional customer experiences and lead our front-line team.
This is not a sports development role.
You do not need a background in sport or roller skating to succeed.
Instead, we're looking for someone with strong hospitality, customer service or venue operations experience who enjoys leading people, maintaining high standards and ensuring customers have a fantastic experience.
If you have experience managing shifts, motivating teams, maintaining standards and creating positive customer experiences, we'd love to hear from you.
Success in this role is achieved through leading and developing the team, maintaining high standards, and creating great customer experiences — not by doing everything yourself.
As Venue Lead, you will be responsible for the smooth day-to-day operation of The Rink, ensuring our customers receive outstanding service and our team delivers consistently high standards.
You will lead part-time staff and Duty Supervisors, oversee busy public skating sessions and birthday parties, and ensure the venue remains clean, organised, safe and welcoming.
You will be supported by a team of Duty Supervisors and part-time staff and will have responsibility for ensuring operational standards are consistently achieved across the venue.
This is a hands-on role where you'll be visible, approachable and actively involved in the operation.
Responsibilities
Customer Experience
- Lead the delivery of exceptional customer experiences.
- Ensure all visitors receive a warm, friendly and professional welcome.
- Handle customer feedback and resolve issues positively and effectively.
- Support the successful delivery of public skating sessions, birthday parties and events.
Team Leadership
- Lead, support and motivate a team of part-time staff and Duty Supervisors.
- Create a positive team culture built on respect, accountability and excellent service.
- Support recruitment, induction and ongoing training.
- Ensure staff understand and consistently meet expected standards.
- Hold team members accountable for performance and completion of assigned duties.
Operational Standards
- Ensure the venue is clean, safe and well-presented at all times.
- Monitor and enforce operational procedures, cleaning standards and health & safety requirements.
- Carry out venue checks and operational inspections.
- Ensure opening and closing procedures are completed correctly.
- Maintain a culture where standards are consistently achieved through the team.
Administration & Coordination
- Assist with staff rotas and scheduling.
- Support booking administration and operational planning.
- Complete operational reports and cash reconciliation processes.
- Work closely with the CEO to ensure smooth venue operations and excellent customer experiences.
About You
We are looking for someone who:
- Has a minimum of 3 years' experience in a supervisory, team leader or management role.
- Has experience leading teams in a customer-facing environment.
- Enjoys helping people succeed and creating positive team cultures.
- Is confident maintaining standards and holding people accountable when required.
- Is comfortable addressing performance issues and ensuring standards are consistently maintained through the team.
- Takes pride in delivering excellent customer experiences.
- Is organised, reliable and able to work independently.
- Leads calmly and positively under pressure.
Ideal Backgrounds
Candidates may come from:
- Hospitality
- Hotels
- Restaurants
- Family entertainment centres
- Visitor attractions
- Cinemas
- Retail management
- Events and venue operations
Experience in sport or leisure is welcome but not essential.
Working Pattern
This role is primarily based around our busiest operating periods and customer-facing activities.
The role is typically worked across:
- Wednesday to Friday afternoons/evenings
- Saturdays
- Sundays
The venue is generally closed on Mondays, and Tuesday working is only occasionally required depending on bookings and seasonal demand.
School holiday periods are some of our busiest and most exciting times, and additional paid hours are typically available during these periods.
Flexibility is important, as our busiest times are often when families and communities are enjoying their leisure time.
Pay: £22,000.00-£24,500.00 per year
Benefits:
- Free parking
- On-site parking
Application question(s):
- Are you available to work Saturdays and Sundays on a regular basis?
- Describe a time when you had to address poor performance or standards within a team. What did you do and what was the outcome?
- Which statement best describes your management style?
A) I prefer to complete tasks myself to ensure they are done correctly.
B) I train staff, set expectations and regularly check standards.
C) I trust staff to manage themselves once trained.
Experience:
- supervising or managing staff: 3 years (required)
Work Location: In person
