GENERAL MANAGER
Full Job Description
General Manager Winter Wonderland
About us
Winter Wonderland is part of the Senkwa Group of Tourism and Leisure businesses development. As a flagship facility we are looking for the right General Manager with the unique blend of skills to effectively operate and manage the leisure park and make it a successful and profitable business.
Purpose
To oversee, manage, and launch the operation of our newest adventure park. You will play a pivotal role in ensuring that your site maintains the highest standards of safety, customer service and operational excellence while promoting a fun environment for our visitors. The role requires strong leadership skills as you will manage the team during each shift and ensure all time specific tasks are completed as required. You will be financially focused and will play a leading role in ensuring all financial targets are met.
Key Responsibilities
- Oversee the day-to-day operations at your location.
- Responsibility and participation for ensuring the onsite Managers complete health and safety checks both daily and weekly and signing in the appropriate schedule.
- Responsibility and participation for ensuring the onsite Manager’s complete the daily and weekly cleaning of the park to ensure it always meets the required standard.
- To ensure the inflatable park is always marshalled with the appropriate number of staff.
- Report and escalate as appropriate, any health and safety issues with the park as soon as you become aware of them to the SLT and ensure repairs are scheduled as soon as possible.
F&B Service
- To ensure delivery of full food service during service times in a professional and pleasant manner always ensuring excellent client service.
- To ensure the team provide food and beverages services on time to food service areas and event centre, cleaning and replenishing as appropriate.
- To ensure duties and daily plans are completed as directed and stated on the Rota.
- To ensure the inflatable park is always marshalled with the appropriate number of staff.
- To ensure all catering areas are left clean and tidy as is always reasonably practicable and signing relevant duties off on appropriate cleaning schedules.
- To ensure all catering areas are left clean and tidy as is always reasonably practicable and signing relevant duties off on appropriate cleaning schedules.
- Ensure all areas of the Food Safety operation are carried out as per the working manual and sign off any documents weekly.
- To assist in the F&B operation as appropriate.
- To adhere to company training programs and all related documents and ensure all team members are fully trained
- To ensure stock and stock levels are well maintained and to undertake the weekly ordering of F&B.
- To take all possible steps to always deliver first class client service and in all circumstances
- To ensure that all food and beverages are served on time.
- To ensure the team maintain a happy and helpful manner and attitude throughout working hours.
- To ensure the smooth operation of parties within the venue always maintaining a high level of customer satisfaction.
Reception
- To ensure the booking diary is always managed ensuring park usage levels are monitored and not exceeded.
- Liaise with SLT with any operational challenges or changes that are required to ensure the smooth operation of the Venue.
- Ensure that all team members are fully trained in Reception Brand Standards before being allowed on shift alone.
Health and Safety
- Responsibility for the daily Health and Safety checks for the Venue signing in the appropriate schedule.
- Ensure all health and safety training is conducted and renewed as appropriate.
- Ensure on site employees do not allow visitors to enter until waivers have been signed.
- Ensure on site Duty Managers complete weekly tests of the Fire Alarm system and report any issues to a director.
- To carry out duties in accordance with all Health and Safety regulations and company best practice.
- To ensure all Food Safety requirements are completed as per the Cook Safe manual.
- To immediately inform the SLT of any accidents or incidents relating to the safety and welfare of all users and assist in the completion of the accident book when required.
Human Resources
- Support and participate with on-site Duty Managers as appropriate with hiring new employees and their induction.
- Promote a positive and supportive work environment that encourages teamwork and excellent customer service.
- Ensure all Brand Standard training is completed for each member of the team within the first month of employment.
- Ensure each team member has a full uniform and uniform standards are met consistently.
- To host a team meeting one per month with a focus on Financial Performance, Customer Service, Health and Safety and Monthly Training topic.
- Create a training plan with each member of the senior team to develop their skills and knowledge.
- Ensure on site Duty Managers pass all new starter information to the payroll team within the defined timeline.
- Support the on-site Duty Managers to ensure the Rota is always covered as per the agreed ratios and step into support whenever required.
- Work in conjunction with our HR department as appropriate.
Finance
- Ensure that payroll information is provided to the payroll team within the defined timeline.
- Ensure that all invoices are forwarded to accounts team within the defined timeline.
- Review monthly performance in revenue and costs and report to the SLT at the monthly management meeting.
- Identify any potential opportunities for financial growth and implement strategies to maximise profitability as appropriate.
- To ensure all costs are kept in line with company forecast.
- Ensuring payroll stays within or below the forecasted percentage.
- To support the revenue generation within the venue in each department in line with company forecast. Ensure that targets are communicated to the full team daily and monthly at team meetings.
- Responsible for cash management ensuring change is at the correct level and ordering as required. Ensure cash banking is completed as per finance schedule.
- To ensure petty cash is managed and kept to a minimum in line with finance policy.
General
- To ensure that all Brand Standards are always maintained through each department.
- To manage and lead the development of the Venue. Communicating with SLT any operational changes that may be required to advance the business.
- To ensure visitor satisfaction always remains high. This will be monitored through feedback.
- Support in the running of the social media platforms – answering queries and posting as required.
- Be aware of diary bookings and manage the online diary.
- Monitor and manage the venue email account ensuring all emails are answered on the day they are received.
- Manage any customer complaints which are received ensuring they are resolved with 24 hours of being received.
- To ensure that any other stock is maintained and kept at agreed levels and ordered as required.
- To liaise with external partners both locally and nationally to grow awareness of the Winter Wonderland brand
- To take on duty manager shifts as and when required
The Person
- You will thrive in a multi-function, fast-paced, high footfall environment where being hands-on is an essential part of your role.
- Follow the parks opening and closing operational directives along with all other operational daily, weekly & monthly objectives as per the operational platform
- You will lead the way when it comes to ‘Getting stuck in’ and showing your team what a leader you are.
- You will enjoy partnering your Assistant General Manager, Operations Manager and other Mangers in recruiting, coaching, developing and mentoring your teams.
- Guest experience is at the heart of what we do so the ability to be face to face with your guests when your needed most is an absolute must
- You will have a strong head for numbers with real commercial awareness and spot every opportunity to increase revenue and create business plans!
- The Health & Safety of our teams and guests is our highest priority and as such this will always be at the top of your agenda when coaching and leading the Duty management team in day-to-day park operations.
- To ensure that the park maintains appropriate accident, incident, and associated contingency management arrangements, including test drills and staff training
- To manage the day-to-day maintenance and on-going improvement of the park’s overall presentational standards, internally and externally
- To manage the effective and efficient operation of the park’s overall premises and facilities management resources. This includes planned preventive and breakdown maintenance of building, plant, equipment, the operation of the catering and guest party services, and active management of all required inspection regimes
- You will need to be a great communicator to your teams and your guests ensuring all feedback is dealt with promptly & professionally
- You will be adaptable, resilient, smart, full of integrity and a real role model
- Take the lead in the operation of the store’s team member performance management arrangements, including the effective operation of the probation period scheme, and any individual casework (for example, attendance, punctuality, sickness, maternity/paternity etc, discipline, grievance, etc) management, as required
- You will create and maintain an exciting and energetic workplace for your teams and a safe, fun-filled, exciting adventure park for all of our guests.
- Speak to every team member on each of your shifts
- To fulfil the role of Company Ambassador, both as a stakeholder in the Senkwa Group network, and also in leading & developing the park’s local community engagement programme.
- As with many roles, you will be required from time to time to work above and beyond your contracted hours owing to the demand of the business, its guests and team members.
- Top the charts for our NPS, Mystery Shop and Reviews!
Qualifications/Skills
- Management experience within the leisure industry is a must, minimum 3yrs proven management experience
- Basic IT skills
- Strong H&S and risk assessment knowledge
- Basic HR knowledge
- In-depth labour and tax law knowledge
- Sound financial understanding
- Minimum relevant degree in tourism and leisure management, management or administration
- Minimum 2 testimonials from previous work places
Our managers must be…
Friendly, Lively, Interactive, Professional, Outgoing, Upbeat, Team Players,
Job Types: Full-time, Permanent
Pay: Ghc5000
Additional pay:
- Performance bonus
- Yearly bonus
Some Benefits: [terms and conditions apply]
– Opportunity for growth and career advancement [continuous advanced training and certification after 6 month probation]
– Company car pickup [within specified coverage zone from office after month 1]
– Lunch [after week 1 test]
– Company mobile phone/data and laptop [where required]
– Discounted UK shopping [after 6 months’ probation]
– Discounts at our restaurants and other service outlets [after 6 months’ probation]
– Healthcare [New Legon hospital after month1]
– Equity share program [after 3yrs exemplary service]
– 30 days holiday (inclusive of recognised national holidays specified by the company)
– ETC.
