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Assistant General Manager

2 months ago

Sunderland, Sunderland, United Kingdom Sporting House Full time
Swim Centre Operations Manager

At Sporting House, we're seeking an experienced Swim Centre Operations Manager to join our team. As a key member of our management team, you'll be responsible for delivering exceptional customer experiences and ensuring the smooth operation of our swim centres.

Key Responsibilities:
  • Assist the General Manager in meeting service and financial outputs, as detailed in the annual budget and business plan.
  • Oversee the delivery of fun and inspiring lessons to 0-11-year-olds and adults, using our teaching resources and programming management strategies to ensure customers have a seamless journey through the programme.
  • Deliver exceptional customer care to every swimmer and family member in and out of the water and instill these behaviors within the operational team.
  • Responsible for the programme performance and business Key Performance Indicators such as customer retention and Net Promotor Scores. Analyze data to inform key business decisions and improvements.
  • Lead the operational teams, including Lifeguards and Swimming Teachers, conducting the monthly rota's, team observations, and monthly status meetings. Manage individual and team performance aligned to our standards.
  • Opening & closing the building, ensuring policies and procedures are adhered to on a day-to-day basis. Manage the Risk Assessments for the centre, ensuring that high levels of service and a safe environment are maintained at all times.
  • Maintain the facilities' hygiene and operational standards, striving towards a 5-star monthly audit score and 100% compliance in Health and Safety.
  • Complete and record all health and safety checks as assigned, for daily, weekly, and monthly checks to ensure smooth operation of the site, and immediate surrounding areas. Keeping up-to-date & accurate records and proactively anticipating any potential hazards.
  • Ensure the pool plant is always working to its full capacity, allowing all lessons to take place, and that all planned preventative maintenance is carried out as and when scheduled.
  • Use the chemicals provided in line with the manufacturer's guidelines and COSHH regulations and monitor levels of materials and equipment, placing orders as required for all relevant stock.
  • Work closely with the designated pool engineers and maintenance contractors to ensure all necessary action is taken so the pool runs efficiently. Inspect and maintain building systems and provide support for basic preventative and reactive maintenance when required, along with annualized building checks.
  • Manage maintenance budget and schedule, making efficiencies and cost savings where feasible. Responsible for managing overtime budgets and people spend.
Person Specification:
  • Strong written and oral communication and numeracy skills.
  • Knowledge of sports/activity programming and programme management.
  • Customer service-focused, demonstrates a committed approach to quality of standards.
  • Commercially driven with experience of working with Key Performance Indicators.
  • Experience of managing teams and demonstrating strong leadership skills.
  • Ability to elicit cooperation from team members, suppliers, and other internal departments.
  • Able to define operational key performance indicators and articulate these to others.
  • Ability to manage budgets effectively.
  • Outstanding interpersonal skills to support effective working relationships at all levels.
  • Good decision-maker with great organisational and business development skills.
  • Good working knowledge of Microsoft Office and CRM systems.
  • Passion for sport, physical activity, and health.
  • This role has out-of-hours and key-holder responsibility.
Employee Benefits:
  • Performance-related bonus potential.
  • Great annual leave package.
  • Birthday off.
  • Bright and colourful work kit.
  • Discount on swimming and gymnastics lessons for family and friends.
  • Employee recognition scheme, rewards, and team events.
  • Monthly staff training and collaboration.
  • Multiple training and qualification opportunities.
  • Employee assistance programme.