Leisure Operations Manager

4 days ago

Teddington, United Kingdom The Lensbury Full time

About us

Part of London + Regional Hotels, The Lensbury Resort is located on the Banks of the River Thames at Teddington and is home to an exclusive leisure club, a 155 bedroom hotel, meeting and events space, restaurant and bar, Spa and 25 acres of gardens and grounds.

The Role

This is a pivotal role within our Leisure operation, for someone dedicated to delivering operational excellence.

Reporting to the Club General Manager, you will have responsibility for safety, standards and service throughout the club and will directly line manage our Duty Managers, Junior Activities Coordinator, Chief Watersports Instructor and Members’ Reception Supervisor.  

Working closely with the Club General Manager, you will assist in wider Club related issues, club events and deputise in their absence.

Key Responsibilities

  • Manage the efficient operation of all leisure facilities, including Lockside indoor & outdoor facilities, the Watersports Centre, Soft Play and Kids’ Activities/Creche.
  • Develop positive working relationships with all Leisure HOD’s.
  • Lead and inspire your team, ensuring quality 1:1 time and addressing any performance, conduct or capability issues promptly.
  • Ensure all team members deliver exceptional customer service standards to our members and guests.
  • Actively seek feedback from both members and staff to continually improve the customer experience.
  • Ensure adequate Duty Management cover and fulfil DM shifts on a rota basis.
  • Complete operational audits and walk the facilities on a daily basis.
  • Manage key projects within the Leisure Department as and when required.
  • Develop SOP’s to ensure the delivery of service excellence by all team members.
  • Oversee the delivery of healthy P&L’s, ensuring the close monitoring of labour costs, expenses as well as revenue.
  • Achieve financial targets and KPI’s including occupancy and revenue targets.
  • Ensure the highest standard of Health & Safety is consistently maintained across the Leisure areas, achieving audit KPI.
  • Ensure Health, Safety and legal requirements are met, including emergency and contingency procedures, COSHH, Manual Handling and Fire regulations, PSOP, carrying out specific training as required.
  • Collaborate with other departments to promote and market our leisure offerings.

What we’re looking for:

 To be successful in this role, you must possess the following qualifications, attitude, behaviours, skills, and values:

  • Strong operational experience within Leisure environment.
  • Sound financial, operational, and revenue management experience (including payroll);
  • Strong leadership and people management skills.
  • A friendly, calm and approachable nature with the ability to act quickly and effectively.
  • An excellent communicator with strong attention to detail.
  • NPLQ
  • PPO preferred but not essential; training can be provided
  • NPMQ preferred but not essential; training can be provided
  • Safeguarding Officer experience
  • IOSH Managing Safely or equivalent

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