Summary of Role Purpose
The Shift Manager will be the main point of contact for team during their working day.
Reporting to the Venue Manager, the Shift Manager will ensure daily operational plans are fulfilled by ensuring that relevant tasks and objectives are being carried out by the team and that team are in the right place at the right time to ensure we can manage fluctuating guest demand whilst keeping operational standards and guest experience high.
You will support and coach the team to ensure the deliver a great experience and are also driving any key targets such as add on sales or promotions.
This is an operational guest facing role and therefore all none-guest facing tasks and activity will be allocated as time within your working week to allow you to spend the majority of your time within your venue and with our guests.
Key Responsibilities
The ideal candidate will be responsible for driving guest satisfaction by improving Guest NPS (Net Promoter Score) and addressing feedback to enhance the overall customer experience. They will also play a key role in boosting employee engagement through improved ENPS (Employee Net Promoter Score) and fostering a positive and productive work environment.
Additionally, they will focus on optimising retail spend to ensure financial efficiency while maintaining profitability. Furthermore, the ideal candidate will ensure the right people are in the right place at the right time, managing staffing effectively to meet business needs and uphold high operational standards.
About You
You will be responsible for managing the team during shifts, ensuring that key tasks and objectives are met. You'll actively drive add-on sales and promotions while supporting your team to do the same. Maintaining stock and ensuring propositions are always available for guests is crucial, as is consistently delivering a quality guest experience in line with brand and venue guidelines. You will also ensure that guest feedback is captured and addressed where possible, monitoring NPS and taking appropriate actions.
You will provide accurate rota planning three weeks in advance using SAM and take accountability for the accuracy of closing the system. A key part of your role will be coaching and developing the team to meet departmental goals while championing Butlin's Values and Leadership Behaviours. You will ensure the right people are in the right place at the right time (RPRPRT) when creating rotas.
Building and maintaining strong relationships across the resort, with other resorts, and with Butlin's central support teams will be essential. Additionally, you'll support the people aspects of the department, managing tasks from onboarding to the full employee life cycle, including PDPs, performance management, training, and formal HR processes.
Key Knowledge, Experience & Qualifications
The successful candidate must have previous leadership experience in a similar environment, along with strong guest-facing skills, handling a variety of queries and resolving complaints directly.
Experienced in generating new opportunities through sales and promotions, and adapting to working with multi-skilled teams to support various business areas based on guest demand.
Demonstrable experience in leading teams to success is crucial, including managing performance, coaching, delivering training, and setting standards while role-modelling expected behaviours.
Strong communication skills at all levels and the ability to manage multiple priorities while adapting to changing requirements are also key.
About Butlin's
At Butlin's, we're all about fun, excitement, and adventure by the bucketload! For over 80 years we've been delighting hundreds of thousands of guests each year, whether on a non-stop action family break or our epic Adult only Big Weekenders.
Ask any of our team, past and present, and one of the best things they'll say about working at Butlin's is our culture! We're all about providing our guests with an Altogether More Entertaining and Fun Break, brought to life through our three mighty values.
So, if you want a role where you Create Smiles, where you aren't afraid to Get Stuck In and where the team genuinely Cares For Each Other - this could be the perfect fit for you.
There has never been a more exciting time to join Butlin's!
