Position Overview
The Assistant General Manager (AGM) is responsible for supporting the General Manager in the day-to-day operation of the business, ensuring the highest standards of customer service, safety, operational efficiency and financial performance. The role offers a performance-related bonus scheme, rewarding the achievement of agreed business and personal KPIs.
The AGM acts as a role model for the team, leading by example and taking responsibility for the smooth running of the business in the General Manager's absence. They are expected to drive performance, develop the team and ensure company policies and procedures are consistently followed.
Key ResponsibilitiesOperational Management
- Support the General Manager in the daily operation of the business.
- Take responsibility for the site whenever the General Manager is absent.
- Ensure the park, café and party operations are delivered safely, efficiently and to company standards.
- Carry out opening and closing procedures and ensure all cash handling and security procedures are followed.
- Ensure all health and safety policies, risk assessments and compliance procedures are adhered to.
- Maintain excellent standards of cleanliness, presentation and equipment maintenance throughout the venue.
Team Leadership
- Lead, motivate and inspire the management and frontline teams.
- Ensure all employees understand company expectations and deliver excellent customer service.
- Assist with recruitment, induction, training and ongoing development of team members.
- Conduct coaching conversations and support performance management where required.
- Promote a positive working environment based on teamwork, accountability and respect.
Commercial Performance
- Support the achievement of sales, labour and profit targets.
- Monitor daily performance against budgets and KPIs.
- Identify opportunities to increase revenue through memberships, parties, café sales and upselling.
- Assist in controlling labour costs, stock levels and operational expenditure.
Customer Experience
- Ensure every customer receives outstanding service.
- Resolve customer complaints professionally and promptly.
- Monitor customer feedback and implement improvements where required.
- Build positive relationships with customers, schools, community groups and other stakeholders.
Planning and Administration
- Assist with rota planning to ensure staffing levels meet business demand while controlling labour costs.
- Complete management administration accurately and on time.
- Support stock ordering, stock control and supplier management.
- Ensure all company reporting is completed within required deadlines.
Health & Safety
- Maintain a safe environment for customers and employees.
- Ensure accident reporting procedures are followed correctly.
- Support regular safety audits and equipment checks.
- Ensure all team members comply with company policies and legal requirements.
Person SpecificationEssential
- Minimum two years' supervisory experience within hospitality, leisure or retail.
- Strong leadership and people management skills.
- Excellent communication and interpersonal skills.
- Outstanding customer service skills.
- Good organisational and problem-solving abilities.
- Ability to work under pressure in a fast-paced environment.
- Competent using Microsoft Office and other business systems.
- Flexible to work evenings, weekends and bank holidays.
Desirable
- Experience within the leisure, family entertainment or trampoline park industry.
- First Aid qualification.
- Food Safety qualification.
- Health & Safety qualification.
- Experience of rota planning, budgeting and KPI management.
Key Performance Indicators
Performance will typically be measured against:
- Customer satisfaction scores and online reviews.
- Revenue and profitability.
- Labour cost percentage.
- Membership sales and retention.
- Party sales and customer feedback.
- Health & Safety compliance.
- Audit scores.
- Team training completion.
- Employee engagement and retention.
- Achievement of site KPIs.
Benefits
- Performance-related bonus scheme linked to the achievement of agreed Key Performance Indicators (KPIs).
- Free on-site parking.
- Staff discount on food and beverages.
- Complimentary use of the park outside of working hours
- Ongoing training and development opportunities.
- Career progression within the business.
If you meet these requirements and are looking for a challenging yet rewarding career in Leisuremanagement, please submit your resume for consideration.
Job Type: Full-time
Pay: £29,000.00-£31,000.00 per year
Benefits:
- Company pension
- Discounted or free food
- Employee discount
- Free parking
- Gym membership
- On-site parking
- Store discount
Experience:
- Supervisor or AGM: 2 years (required)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
