MULLIGANS -WORCESTER

VISION OF THE ROLE:

To support the General Manager with overall responsibility for the delivery and development of all aspects of the Adventure Leisure location and to ensure that customer expectations are consistently met or exceeded.

To maximise revenue through the upselling of retail products and food & beverage offering.

To safeguard the long-term success of the Adventure Leisure division for its stakeholders, all team members will display determination and focus in guiding all the elements of Adventure Leisure to the highest level ensuring that LOCATION is recognised as the premier family-centric leisure destination of the surrounding area.

MEASUREMENT OF SUCCESS:

The team member will be measured against key criteria:

Operating profit (derived from income, retail and F&S sales)

Annual measurement of staff engagement

Customer loyalty measured by Net Promoter Score (NPS)

Audits

Regional Operations Manager reviews, General Manager reviews, operational feedback, and personal objectives

KEY RESPONSIBILITIES:

Operations

*         Maintain positive and effective relationships with customers and colleagues.

*         Assist with the care and maintenance of all assets, inventory, and resources of the location.

Course Marshall

*         Ensure customers are adhering to the course rules and regulations.

*         Ensure that slow play/progress is kept to a minimum.

*         Reinforce Health & Safety notices as required.

Kitchen

*         Contribute to the preparation of all food for casual and function dining.

*         Ensure adequacy of supplies at the cooking stations.

*         Prepare ingredients that should be frequently available.

*         Review all bookings for catered activities.

*         Adhere to and maintain all Health, Safety & Hygiene rules and regulations WITHOUT EXCEPTION.

*         Advise the duty manager of any items/ingredients to be ordered in a timely manner.

People

*         Ensure personal compliance within the BGL Academy is 100% at all times.

*         Maintain a strong network with fellow Adventure Leisure colleagues to support robust collaboration.

Financial

*         Implement and monitor all financial controls and ensure personal responsibility for all cash handling.

*         Complete month end procedures for retail in line with BGL company stock taking procedures.

*         Adhere and monitor compliance of purchasing policies and procedures.

*         Ensure all BGL procedures and policies are adhered to.

Customer Experience

• Ensure that all team members consistently deliver outstanding service levels to achieve maximum customer satisfaction.

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OUR VALUES:

We expect all our staff to strive to:

• Maintain open and honest communication with our customers, both internal and external, at all times
• Create and have a positive impact on our local community.  Supporting regular neighbourhood events and working closely with society
• Protect and nurture our environment, consider everything from alternative work methods through to maintaining and supporting our local wildlife
• Support each other in everything we do, recognised, and develop each individuals potential
• Take complete ownership of their own actions and have pride in what they do
• Deliver to our customer’s consistent high levels of service, quality, and value in everything we do
• Look for alternatives to what we do seeking out and exploiting natural resources

COMPETENCIES:

Area of competency

Required Level

Working Knowledge of Sales & Marketing

Moderate

Results Driven (can do attitude)

Extremely high

Teamwork

Extremely high

Problem Solving and Decision Making (pragmatic)

High

Communication Skills

Extremely high

Managing Change

High

Planning & Organising

High

Continuous Improvement

High

Innovation & Creativity

High

Leadership

Medium

Analytical and Numerical Skills

High

People Management

High

Coaching & Development

Medium

Business Knowledge

Moderate

Strategic Planning

Moderate

5. PREFERRED QUALIFICATIONS & EXPERIENCE

Education:

GCSE Maths and English

Experience:

Customer Service

Teamwork

Food and Beverage

6. ROLE SPECIFIC REQUIREMENTS

*         Good Time management, organisation, and prioritisation skills

• Excellent Communication Skills
• Good Presentation Skills
• Outstanding customer service skills