To be responsible for the security and supervision of the building and employees to ensure that the highest standards of customer service, presentation, cleanliness and environmental conditions are maintained at all times.
To ensure venues are promoted and marketed effectively and sales opportunties are maximised by all members of the team.
Hours, Pay and Benefits
Grade 6 - SCP 25-29 (£30,279 - £34,361 per annum)
37 hrs (fixed term Active Living Centre)
Key Experiences and Qualifications
Possess a minimum of 5 GCSEs (Grades A-C) or equivalent qualifications
Current Pool Plant Operator Certificate
Current National Pool lifeguard qualification
Current First Aid at Work Certificate
Minimum of 3 years experience at supervisory level in a private/public leisure facility or busy customer service environment
Able to demonstrate experience of planning daily work routines
Have experience in working with a variety of software and be competent dealing with IT solutions including Point of Sale / Customer Relationship Management systems
Successfully managing individuals and teams
Managing buildings, equipment and resources in accordance with specifications, targets and key performance measures
Role Requirements
Be responsible for the security of the venue, equipment and for the opening and closing of the venue at the beginning and end of the shift.
Be fully conversant with all health and safety and licensing requirements and to ensure that all regulations are upheld and managed accordingly.
Organise the deployment of staff within the venue during the duty shift in order to ensure the enjoyment and safety of customers, and to meet the needs of the programme of activities thus enhancing the image of the venue and Newport LIVE.
Be conversant with the operation of the Newport LIVE information technology solutions including hardware, telephony and software. Seek solutions to support colleagues to ensure customer receive an efficient and accurate service at all times.
Be fully conversant with all aspects of pool plant operation and ensure its basic maintenance including backwashing are maintained in line with industry best practice guidelines at all times. Undertake and monitor the pool water quality tests as set out in the Normal Operating Procedures. Take appropriate management action immediately where parameters are outside normal parameters.
Regularly tour and inspect all areas of the venue and grounds to identify maintenance, security, safety and cleaning requirements and to take prompt action to deal with matters requiring immediate attention. To ensure a high quality service for all customers and meet minimum operational standards.
On every shift be responsible for the venues to ensure promotional material is clearly displayed, up to date and brought to the attention of colleagues and customers in order to promote additional sales. Ensure front line team are aware or all promotions, offers and policies relating to product sales.
Take a lead to ensure exceptional customer service is delivered throughout the venue and sales opportunities are maximised to increase revenue. Take prompt management action to resolve customer complaints to maximise retention.
Monitor environmental conditions throughout the venue and to manage the building control systems as required and report any defects for rectification immediately.
Ensure that all areas of the building are prepared in advance of bookings commencing and that the specified requirements of customers and sports and recreation activities are met.
Be familiar with the daily and forthcoming programme of bookings/activities with particular reference to those taking place during the Leisure Operations Officer’s own shift and be able to set and arrange the optimum staffing level.
To manage and supervise programmes of work and tasks for team members throughout the venue to ensure service standards are delivered upon.
Be a principle key holder and to respond to out of hours emergencies as required.
Communicate effectively with all colleagues with regard to matters that have arisen which are relevant to the discharge of their duties.
Be able to deal with enquiries, problems and complaints of patrons and visitors referring them when necessary or appropriate, to other colleagues.
Undertake routine administrative and technical work as directed by the Assistant Manager and Senior Management Team.
To prioritise managing performance, development, attendance and behaviours or individual team members.
Assist with the planning, organisation, preparation, and arrangements for special events as directed by the Assistant Manager and Executive Management Team of Newport Live.
Additional Requirements
Ability to work early mornings, evenings and weekends
Be physically able to undertake all aspects of Leisure facility work - to include lifting and carrying
Current Driving Licence
Ability to work at various Newport Live venues as directed by the Executive Management Team