Family Activities Programme Lead
4 weeks ago
Job Overview
As a Family Activities Programme Lead at David Lloyd Leisure, you will be responsible for leading the safe, enthusiastic, and healthy delivery of our children's activity programme. Your primary goal will be to give our members an excellent experience every day.
Key Responsibilities
- Lead member-obsessed service and member engagement at all times.
- Lead your team to deliver the children's activities with structure and enthusiasm while encouraging maximum participation from the children.
- Deliver the children's programme in line with product briefs, lesson plans, and brand standards.
- Ensure all services delivered to children meet the requirements of the Children's Safety Guide at all times.
- Make sure you, your team members, and members are in a safe and healthy environment at all times, prioritizing the needs of the children in line with the Guide.
- Maximize member experience, member usage, member participation, and member value for money through coach expertise, session/event quality, and consistency, member communication, and great equipment and facilities standards.
- Know your club and engage with members about their activities, seeking ways to improve their experience of DL Clubs at every opportunity.
- Take ownership of and utilize channels of communication, such as member surveys, employee engagement surveys, comment cards, member forums, and mystery members, to improve the member/team member experience.
- Take ownership to resolve member queries or complaints.
- Ensure we recruit great people and induct, train, manage, and review them regularly to develop a high-performance team, building good relationships with team members to utilize resources for the benefit of all.
- Participate and share knowledge and expertise with other team members.
Performance Metrics
- Observe you and your team delivering fantastic service and engagement with members.
- The children's areas are compliant with all Health and Safety requirements and Children's Safety Guide.
- Observe you and your team's speed and efficiency in reacting to incidents, issues, or complaints.
- What members, team members, or mystery members tell us about you and your team and our programme.
- Your performance and your team's performance against our 6 Values.
- How well you, you and your team follow DL Clubs ways of operating.
- Achieving compliance against all legislative and company documentation and audits.
- Achieving Holiday Active and Parties revenue targets.
- Achieving member participation targets for the children's programme.
- Managing costs and achieving budgeted margin.
- Ensuring all new child members receive the Family Welcome and All Stars taster sessions, along with the Junior Tennis Pro and the Swimming Co-ordinator.
- Contribution to the club's member count, particularly members that are families with children.
- Monthly club visits from Regional Manager and/or any other Club Support visitors.
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