JOB DESCRIPTION AND PROFILE

Job title:Duty Manager

Job holder:

Reports to:Deputy General Manager/ General Manager

Prime function:To play a key role within the management team, providing a high standard of service. Ensuring that the facility is run effectively in accordance with company policy, procedures and current legislation. To assist the senior management team in operating the facility safely and efficiently on a day to day basis. Ensuring all staff execute their duties in a manner expected by both our customers and the Gambado brand. To ensure excellent customer service at all times

Key Responsibilities:

  • To understand and be familiar with the organisation of Gambado Limited. To understand the responsibilities of each level of management and support functions within this organisation.
  • To gain a thorough understanding of company procedures and statutory legislation that applies to the business, e.g. Fire, Health and Safety, Licensing Acts, Risk Management etc.
  • To be able to carry out all operational duties within the various departments of the Unit to the required standard.
  • To understand and be able to practically complete all the banking procedures carried out on a daily, weekly and period end basis.
  • To gain a thorough understanding of all housekeeping standards for each department and to implement these standards consistently.
  • To understand what constitutes excellent customer service for each department and to consistently adhere to this.
  • To learn and be able to apply the procedures of duty management, opening and closing procedures, accident and incident reporting and management handovers.
  • To assume day-to-day responsibility for the operational management of the business as rostered.
  • To attend all relevant off-job training courses as instructed by the HR Department and to implement new learning material upon return to the Unit.
  • To comply with any reasonable request as directed by the General Manager and/or Deputy Manager.
  • To work with colleagues to support excellent customer service and standards and the success of Gambado Ltd
  • To feedback views for improving the business and to offer appropriate solutions
  • To lead by example, promoting positive attitude and encouraging staff to focus on business results

This list is not exhaustive and you may be required to undertake other duties as required by management.

MISSION:

Our mission is to be the greatest, quality family indoor play provider in the UK.

PURPOSE:

Our vision with the help of our amazing team is to ignite the hearts, minds and bodies of children by providing a safe and secure, multi-sensory, exciting environment where children can learn, explore, run free and make friends and memories.

VALUES: Our values are the qualities we look for and champion in our team. They are characteristic to whom we are and motivate how we conduct our business.

GO-GETTERS – Have a CAN DO attitude. “Go-Getters” are energised about Gambado. They have initiative to take action with the desire to provide the best experience possible for everyone.

ABSOLUTLE ENTHUSIASM or ATTITUDE – We are genuinely excited about what we do and how we do it.

MEMORABLE – Gambado is all about making each and every visit special in some way. Creating moments of magic for our customers.

BUILDING BETTER FRIENDSHIPS – “Knowledge is power” and at Gambado we share that knowledge, which is delivered to our team through regular training and communication. This helps us to support and guide each other to build great relationships within our team and with our customer’s.

ATTENTIVE – Gambado aim to make the experience for each customer an individual one. With the goal of exceeding their expectations.

DYNAMICS FROM GOOD TO GREAT – It takes a GOOD company to identify issues within their company but it takes a GREAT one like ours to fix them.

OUTSTANDING CONSISTENCY EVERY DAY, EVERY TIME – Because consistency makes a difference and will set us apart from our competitors.

Tiger Spirit

At Gambado we have Tiger Spirit! These 8 qualities are fundamental to the development and success of Gambado as a business. They encapsulate the essence of Gambado. They inspire the style of experiences we offer to those big and small from recruitment and training of our team, supplier choice, communication, product development and improvement. We measure everything against these 8 Tiger Spirit Qualities!

  • All about the entertainment of kids: We create exciting, WOW, interactive and challenging places and products that are for and inclusive of every child.
  • We don’t forget the grown-ups: We do our upmost to provide a relaxing, safe and fun time for adults. We understand family time is precious. We are child’s play for everyone!
  • Quality at all times: If it is not quality we don’t do it!
  • Interactive: We design our product and train our teams to promote every level of play and social interaction. We support, reward and inspire our “actors” on the floor to instigate and deliver this.
  • Value-Promoter: Our challenge is to offer an experience that we can be proud of which is real value for money.
  • Safety and Security: We actively promote and constantly review the safety and security in our facilities and operations.
  • Accessible to All: We design our centres to be accessible to all. We are an equal opportunities company. We are also an extended family and this drives us.
  • Sustainable: We promote actions that are fresh, sustainable and accessible to ensure we keep our business profitable and commercially viable.

Formal education and background experience required:
  • A good standard of general education
  • Good operational understanding of Health & Safety
  • Proven experience in working in a team
  • Proven experience of working in the service industry
/ Key Skills required:
  • Time management skills
  • Communication skills, verbal and written
  • Organisational skills
  • Customer service skills

ATTITUDE

/ SKILL / KNOWLEDGE
Cheerful
Confident
Pro-active
High standards
Conscientious
Team player
Positive
Customer focused
Systematicapproach to work
Motivated
Enthusiastic
Versatile
Sound common sense
Pride in appearance / OPERATIONAL:
Ability to manage the facility on a daily basis
Ability to communicate effectively to
Supervisors and managers, taking and following
instructions, identifying problems and putting
forward suggestions for solutions
Ability to deliver high quality level of service
Ability to manage time effectively – through busy periods and during quieter periods
Ability to complete tasks in a resourceful and timely manner / OPERATIONAL:
Full knowledge of all systems, policies and procedures
Basic knowledge of the structure of the company
Broad knowledge of company strategy, ethics and culture
Knowledge of customer requirements
Knowledge of Financial Procedures
Knowledge of Health & Safety
Knowledge of All Relevant SOP’s


ATTITUDE AND BEHAVIOUR

/ SKILL / KNOWLEDGE
As above / CUSTOMER INTERFACE
Ability to adapt work and communication styles to meet the needs of a diverse range of people
The ability to quickly build rapport with a variety of people at all levels
Ability to offer warm, friendly and professional greeting to all customers
Ability to deal with a variety of people and interact socially
Ability to remain cheerful and positive during busy periods
Ability to manage customer expectations
Ability to manage customer issues promptly and in a calm manner / CUSTOMER INTERFACE
Knowledge and understanding of
different work and communication
styles
Knowledge and understanding of
Customers needs and expectations
Knowledge and understanding of
effective communication skills
- Listening
- Verbal
- Written
Job Description and Profile for Duty Manager / Page 1 of 6 / Gambado Limited