Key Accountabilities and Key Measures:
- Be committed to leading the centre to deliver excellent commercial and operational results.
- Actively engage with the Head of Operations and Head of Business
- Ensure a positive guest experience and uphold customer service culture among staff.
- Be responsible for all events and hospitality 12 months of the year
- Be fully engaged with all key stakeholders to ensure that the centre is operated to an excellent level.
- Have exceptional people skills and an ability to achieve specific objectives in a multi-functional role.
- Create and deliver the business plan ensuring the company and Plymouth City Councils objectives are met.
- Prepare budgets for the centre.
- Manage the expenditure code for the site ensuring no unauthorised overspends.
- Drive all income streams to ensure they are maximised and achieved whilst developing new streams into the business.
- Manage the recruitment process, right to work, DBS and induction paperwork at the centre.
- Achieve all key performance indicators.
- Continuously improve the standards of the facility and services.
- Lead, promote and adopt an approach to continuous service improvement and support the centre’s work towards Quest, and other awards.
Key Activities:
- Ensure the site drives Health & Safety performance by ensuring all colleagues attend H&S training and complete all actions identified in H and S reports.
- Undertake regular reviews of all operational checks to ensure compliance.
- Enforce Normal Operating Procedures at all times.
- Maintain a safe and secure environment at all times at the centre.
- Follow Emergency Action Plan procedures at site.
- Act as a key holder for the centre and stand in for Duty Manager if required.
- Ensure colleagues adhere to customer care standards and lead by example.
- Review customer feedback and enquiries and ensure they are responded to within company standards and produce a monthly summary highlighting how service has been improved as a result.
- Undertake regular research of customers, the local community and competitors in order to improve the service offered.
- Deliver inclusive activities to a high standard supporting the community.
- Achieve the sales targets for all product.
- Achieve the required occupancy in all activities to achieve budget.
- Ensure the maximum amount of customers can benefits from the centre’s facilities
- Complete training required for your role.
- Coach and develop colleagues to facilitate their promotion.
- Complete one to one, appraisals and mentoring and review sessions with your team.
- Undertake a regular review with your line manager.
- Manage performance and where necessary discipline colleagues.
- Manage the recruitment process ensuring the best possible colleagues are employed and processes followed including DBS checks, issuing contracts and completing inductions and relevant training modules for their role.
- Drive the centres environmental plan by closing monitoring utility consumption and reduce the centre carbon foot print
- Attend meetings as required.
- The General Manager will be expected to operate with a significant degree of flexibility and will be required to manage and prioritise work commitments.
- Operate the Coffee Pod and Events 12 months of the year.
Essential Qualifications/Knowledge:
- 3 years management experience in leisure, hospitality or retail industry
- Strong leadership and problem- solving skills in fast-paced environments
- Food hygiene level 2 desirable
- Ioshh Certified desirable
Desirable Qualifications/Knowledge:
- Leisure Management Level 4 (or equivalent)
- CIMSPA Membership
- NPLQ
- IOSH Managing Safely
- Pool Plant Operators Certificate
- First Aid at Work with Defib
Essential Experience & Role Measures:
- Extensive experience (equivalent to 3 years) working and managing in a busy leisure / sport sector.
- Experience in collecting, analysing, interpreting, and presenting various forms of data.
- Experience in communicating to the workforce at various levels and external partners.
- Experience of working with customer management software
- Knowledge of Data Protection and associated legislation.
- Used to working within and managing a team.
- Create a framework to invest in workforce skills..
- Proven track record of successful commercial management and service development.
- Experience in managing sites with Quest, and other Quality Awards.
Essential Experience:
- Experience of running café and event Food and beverage.
- Experience in environment impacts.
- Pool Management experience.
- Visitor Attraction experience.
- Event management.
Apply for the job
If this sounds like you, we would love you to get in touch. Email your CV and covering letter explaining why you would be great for this role to, jessica.hogben@plymouthactive.co.uk. Closing date is 05.03.2026.