JOB TITLE: General Manager / BUSINESS UNIT: Mytime Active
POST No: / REPORTS TO: Regional Division Manager
MAIN PURPOSE
To deliver, develop and drive Mytime Active’s business with responsibility for one or more sites, in order to deliver a service which significantly contributes to the strategic aims and objectives by:
· Maximising and driving income, profitability, occupancy utilisation, employee engagement, customer satisfaction and service standards;
· Initiate new business development opportunities to its maximum;
· Securing best value in delivery and continuous improvement in the provision of the service;
· Using best practice and innovation to achieve excellent customer service;
· Development of Team to enable high performing staff who can achieve set targets;
· Implement and manage the highest standards of health and safety in all areas of responsibility;
· Be instrumental in empowering workforce opportunities to enable high performance and engagement in your teams and exceeding set targets; and
· To have direct accountability for the delivery of Mytime Actives/RegionsDivisions financial performance, engagement score, and brand values.
SUMMARY OF RESPONSIBILITIES, ACCOUNTABILITIES AND DUTIES
Principle Duties
· To be responsible and accountable for the overall management and operations of the Centre(s); Hatchford Brook and Cocks Moor Woods.
· To plan, support and be accountable for the delivery of the range of services/functions, ensuring that they all deliver against the business objectives and meet customer needs and expectations;
· To ensure that Mytime Active operational procedures and quality standards are adhered to at all times whilst providing strategic input to their development;
· Ensure full compliance with all contractual responsibilities whilst maintaining quality service by establishing and enforcing company standards;
· Prepare business, marketing and service plans, operational manuals, research projects, feasibility studies, policies and management information as required
· Ensure that the systems provide information to the Client as required
· Develop and maintain quality assured procedures for all aspects of the facilities operations in line with Mytime Active’s operational systems and policies
· To undertake or commission/capital project work on any aspect of the site or across the Division as required
Financial
· To ensure that financial targets are achieved and that the sites operates in accordance with the service outputs detailed within the sites specific objectives and Mytime Active business plan covering income/customer satisfaction, attendances and quality management;
· To meet by establishing plans, budgets, and results measurements; allocating resources; reviewing progress; making mid-course corrections and ensure future growth and executing the business strategy to deliver long term objectives
· To be accountable for meeting budgets and exceeding revenue target
· Consistently exceed both income and throughput targets for the Centre
· Monitor the performance of the operation through the companies accounting and reporting procedures
· Be technically able and play a proactive role in securing new business for Mytime Active
· Develop a programme that will attract increased usage from the local community
· Carry out all financial accounting requirements
Building and Maintenance
· To be responsible and accountable for the overall maintenance of centre and equipment to industry standards and report recommended actions to the rest of the Management Team or facilities team
· To ensure that the building(s) are presented at the highest levels of cleanliness to customers
· To be accountable for ensuring all staff comply with all legislations regarding health and safety, statutory compliance, plan and preventative maintenance, gas, electricity and water consumptions expectations, Fire safety, Food and hygiene, Licencing laws, security, quality, carbon foot print, environmental standards and centre operations policies, procedures, practices.
· To ensure the centre and all staff are adhering to Mytime Active’s health and safety policy, statutory compliance, plan and preventative maintenance, gas, electricity and water consumptions expectations, fire safety, food safety, and licencing laws;
Marketing and Branding
· Ensure all staff are displaying, complying and championing the company’s brand values both internally and externally;
· To ensure all marketing material is of the required standard and displayed within the appropriate timeframe;
· To create a brand plan and ensuring all aspects of the product or companies marketing activities align with the expectations of the company’s values and brand goals;
· To ensure the commercial goals of the brand values are accomplished;
· Increase the company’s image and credibility
Customer Services
· Ensure an enjoyable experience for all customers visiting the Centre. Respond to customer complaints or inquiries. Solicit customer feedback, input, and information through various communication processes. React to information and create a plan to consistently meet the expectations of all customers.
· Develop, maintain and evolve good relations with existing Clients and stakeholders
People Management
· To ensure the management, development and co-ordination of staff resources are effectively meeting all operational requirements;
· To provide excellent leadership and management to help all staff perform at their best, through effective communication, motivation, engagement and development opportunities to achieve high performance;
· To ensure all staff are provided with clear communication, structure, direction, advice, coaching and purpose so that anybody working understands (both broadly and specifically) what they should be doing;
· To ensure all staff have regular scheduled one-to-one meetings to discuss activities, priorities, progress, problems and are set clear SMART objectives and any capability and/or conduct issues are dealt with fairly and within Mytime Active procedures;
· To ensure direct reports are planning the aims, objectives and priorities of their work areas and ensuring all staff are being fully communicated to where appropriate;
· To ensure all staff familiarise themselves, comply and promote the company’s policies, procedures and expectations;
· To ensure equal access to opportunities to enable staff to fully participate in promotion and learning prospects of the company to enable them to develop to their full potential;
· To create an inclusive culture for all staff that is in line with company values;
· To ensure all new staff are appropriately welcomed and inducted and have all the correct documentations, i.e. right to work, DBS, and appropriate qualifications, before commencing work;
· To ensure all staff are managed in an open and approachable manner to assist in maximising staff retention.
· Maintain a motivational and engaging culture in line with Mytime Active values;
· To take ownership of your own performance and development including leadership and management skills.
SKILLS AND ABILITIES
· Will be able to gain acceptance and respect from Clients and the teams involved
· Have a clear identification with the requirements of all customers
· Will be able to communicate at different levels of the organisation and portray strong listening skills
· Innovative particularly in their approach to the design and delivery of programmes and services
· Will be able to demonstrate financial awareness, medium term business planning as well as clear-sighted operational management ability
· Will be reliable and confident in making key decisions within the contract
· Will be able to demonstrate excellent planning and time management ability
· Will be able to proactively resolve day-to-day operational issues
· Will be able to adapt the management style and thinking process to the needs of the business
· Will be able to build strong relationships with customers, Clients, stakeholders and employees
· Will be able to maintain and be committed to an effective employee culture and deliver quality training
· Will be able to demonstrate the ability to manage complex, diverse operations to a high professional standard
· Will be able to meet the demands of the role
· Ensure the effective delivery of local and Company marketing initiatives
· Will be able to assist in the effective marketing of the Company and location for business development purposes
· Will be able to proactively demonstrate commitment to a health and safety culture
· Will be able to prove financial, commercial and business acumen
· Proven ability to lead, motivate and develop a team of staff to deliver organisational objectives within a culture of continuous improvement
· Excellent interpersonal skills with proven ability to work effectively with all levels of staff and stakeholders, including effective partnerships with agencies and service providers
· Ability to develop and implement policies and procedures, which have regard to the particular circumstances of the facilities, legislation and best professional practice
· Proven problem solving skills, the ability to be flexible and to exercise sound judgement and decision-making, and to give sound advice, often within tight timescales
· Proven ability to communicate effectively in writing and orally; including the ability to produce and present clear written reports and guidance that interpret and effectively communicate/explain complex issues
· Numeracy skills sufficient to analyse/interpret statistical information and calculate pay and conditions of service entitlements
· Excellent influencing and persuading skills sufficient to persuade others to a different course of action in difficult circumstances
· Proven ability to undertake a diverse and demanding workload and deliver consistently high quality work within specified timescales.
KNOWLEDGE
· knowledge of business and management principles and practices;
· knowledge of strategic planning
· A sound working knowledge of current facility management, best practice and statuary compliance and their practical application within leisure and/or golf;
· Sound working knowledge of strategic planning and capital projects;
· Knowledge of Human Resource management principles and practices
· Knowledge of basic economic and accounting principles and practices;
· Knowledge of office administrative procedures;
· Knowledge of Service Improvement Models (such as Quest and/or IiP desirable).
· An in depth understanding of sales and marketing planning;
· Commercial awareness and business acumen; and
· Proficient in relevant software applications
EXPERIENCE
· Proven management experience in a large or multi-facility leisure and/or golf facility environment;
· Proven experience in successfully developing and implementing leisure and/or golf functions to meet business objectives;
· Proven experience of implementing sales and marketing strategies;
· Experience of managing large single site or multi-disciplinary teams, either directly or through contracts/franchises;
·
· Proven experience of supporting the organisations business development strategy, identifying and maximizing new business opportunities, maintaining key relationships and exceeding targets;
· Proven experience in maintaining customer relationships and ensuring excellent customer service as well as meeting all needs appropriate to their business; and
· Proven experience to be a natural forward planner who critically assesses own performance.
QUALIFICATIONS
· The post holder will have a recognised qualification in Leisure Management, Sports Development or a related subject preferably to degree level or NVQ 4. An additional business qualification would be advantageous;
· With a proven track record in managing and developing Golf, sports and leisure facilities the post holder will ideally have achieved a presence within the industry that ensures personal credibility;
· NPLQ, Pool Plant Operator, First Aid at Work, finance management, performance reporting and forecasting, Health & Safety management(desirable);
· Be prepared to study for Membership of the Institute of Recreation/facilities Management; and
· Member of a recognised industry association (eg ILAM, ISRM).
CONDITIONS OF EMPLOYMENT· Conditional upon health clearance, employment/education references and is exempt from the Rehabilitation of Offenders Act.
SPECIAL REQUIREMENTS
· Highly motivated self-starter with resilience and determination and the ability to see jobs through to completion;
· Must be able to attend evening and weekend meetings/events when required and travel between sites (when required);
· Evidence of a personal commitment to continuing professional development and maintaining an up-to-date professional knowledge sufficient to be a credible and effective source of advice;
· Whenever possible maintain flexible operating hours, adapting to unforeseen circumstances to suit the situation;
· Highly motivated self-starter with resilience and determination and the ability to see jobs through to completion;
· Being a positive, motivated, proactive, enthusiastic and professional person;
· To possess the personal qualities of pride, passion, drive and motivation;
· Enhances organisation reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments;
· Protects organisation's values by keeping employee engaged and sensitive information confidential.
· Must be able to attend evening and weekend meetings / events when required and travel between sites
· To take on any other duties as may be required, commensurate with the post and in particular to ensure the continued delivery of high quality effective services for Mytime Active.
CERTIFICATION
Employee Signature:
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Date……………………………………………………..
I certify that I have read and understand the responsibilities assigned to this position. / Managers Signature :
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Date……………………………………………………..
I certify that this job description is an accurate description of the responsibilities assigned to the position.
The above statements are intended to describe the general nature and level of work being performed by the General Manager of this job. They are not intended to be an exhaustive list of all responsibilities and activities required of the position. The Job Descriptions do not form part of the contract of employment and the company reserves the right to change without consultation.
DATE OF LAST REVIEW: October April 2017 / PREPARED BY: Regional ManagerLeisure Division Manager