Operational Team Lead

6 days ago

Minehead, Somerset, United Kingdom Butlin's Full time
Job Description

Role Overview

The Shift Manager will serve as the primary point of contact for the team during their working day, ensuring seamless daily operations and exceptional guest experiences.

Key Responsibilities

  • Manage daily operational plans, ensuring tasks and objectives are met by the team.
  • Support and coach the team to deliver outstanding guest experiences and drive key targets such as add-on sales and promotions.
  • Enhance guest satisfaction by driving improvements in Guest NPS and feedback.
  • Play a crucial role in boosting Employee NPS, fostering a positive work environment.
  • Ensure the right people are in the right place at the right time to achieve business goals.
  • Capture guest feedback and monitor NPS, taking action to improve where possible.
  • Provide accurate rotas three weeks in advance through SAM and ensure the system is closed accurately.
  • Coach and develop team members to meet departmental goals, championing Butlin's Values and Leadership Behaviours.
  • Ensure team rotas align with the Right People, Right Place, Right Time (RPRRT) principle.
  • Build and maintain strong relationships across the resort and with central support teams.
  • Handle people support tasks throughout the employee life cycle, including onboarding, performance management, training, and formal HR processes.

Requirements

  • National Pool Lifeguard Qualification (NPLQ) and prior leadership experience in a comparable environment.
  • Excellent guest and customer service skills, capable of handling various inquiries and resolving complaints effectively.
  • Background in creating new opportunities through sales and promotions.
  • Competence to collaborate with a diverse team to meet business needs as determined by guest demand.
  • Track record of leading teams to success, managing performance, providing coaching, conducting training, and upholding high standards.
  • Exceptional communication skills across all levels and ability to juggle numerous priorities while adapting to evolving requirements.

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