DM -Surrey - Duty Manager

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Posted: 14/01/2020 10:41
Start Date: Not Available
Salary: £24,000
Location: Surrey
Level: Administrative
Deadline: 06/02/2020 23:59
Hours: 40.00
Benefits: Professional development in a fast-growing company, 50% off our food menu, Discounted use of Topgolf, extending to friends and family across all UK Topgolf venues
Job Type: Full Time

Purpose of Job Role

This role is considered as part of the management team and is responsible for driving all teams forward on venue and also creating a safe, secure environment of excellence for guests and associates. A strong practical skill set is required in order to carry out the appropriate training, coaching and development of associates as well as dealing with complaints, being a problem solver and ensuring the standards of the Topgolf Way.

Key Responsibilities
•    To take 100% responsibility of the daily responsibilities of the venue.
•    To take ownership for the engagement of all associates, contributing to and assisting with the implementation of initiatives that will boost engagement levels. As well as coming up with off-the- cuff ideas on shift to promote and boost engagement levels.
•    To promote and educate the importance of completing the engagement survey to ensure everyone’s opinion is heard.
•    Support the Management team, including maximising financial potential and continuously strive to develop a culture of excellence.
•    To support and assist all departments in required times identifying which is the priority.
•    To liaise with guests and ensure a strong presence at all times, passing relevant information onto associates.
•    To actively ensure policies, procedures and operational strategy are being adhered to.
•    To filter relevant communications to the management team, other direct reports and associates.
•    Action all guest feedback, ensuring it is dealt with promptly and implement preventative measures to enhance the guest experience. This should all be done in line with the complaints policy.
•    Attend appropriate levels of training and pass the Keyholder Test before taking responsibility for the centre.
•    Ensure all management protocols, including opening and closing procedures are followed to maintain an efficient operation.
•    Ensuring the daily standards of service in all areas meet the required levels.
•    Dealing with complaints quickly and efficiently and find suitable solutions to any problems that may arise, communicating issues in a constructive and clear manner to HODS/Management team.
•    To assume responsibility for the running of the centre in the absence of senior management.
•    Coordinate the teams on shift as effectively and efficiently as possible.
•    Aware of and promote all services available to associates and guests.
•    Ensure guests wishes are met if not exceeded as far as is reasonably possible.
•    Liaise with understood.    all    departments,    ensuring    that    communication    of    the    day’s    activity    is    clear    and
•    To ensure that all areas are maintained to a high standard of cleanliness.
•    To ensure that all appliances, fixtures and fittings are safe and work in accordance with the Health and Safety regulations, reporting any faults to the Maintenance and or AGM/GM.
•    To communicate in such a way to reflect Topgolf’s core values and the Topgolf Way.
•    Conduct themselves in a professional manner that sets an example to everyone at centre. It is imperative that the HM leads by example in this respect and embodies the Topgolf spirit.
•    To assist with covering the responsibilities of other members of the management team in their absence.
•    To communicate all related guest feedback to the relevant teams to action.
•    To recruit suitable candidates that demonstrate key attributes of Topgolf’s core values.
•    Work alongside the Management team to formulate training programs for their respective departments.
•        Ensure workloads are prioritised in accordance with business needs, while minimising disruption to the guest experience.
•    Closely monitor the Guest Satisfaction Survey and Mystery Shop results to identify areas for improvement and agree on progression plans with HODs.
•    Ensure the opening, running and closing of the centre is done as efficiently and effectively as possible, adhering to all standards set.
•    Support the Management team to help fulfil and enrich associate development and progression.
•    Feedback all associate related performances to respective HODs of that Department, assisting to set goals to aid their development.
•    Ensure the cash handling of all monies are done to a high standard, and banking is as accurate as possible.
•    Actively investigate all discrepancies where required, to ensure cashing out and banking can be done in compliance to the standards of Topgolf.
•    Ensure the creation of floats is done as accurately as possible and in compliance to the standards of Topgolf.
•    To provide support when and where required during both operational hours or not, in agreement with AGM/GM.
•    Closely monitor those working within their probation period and to provide feedback and identify further training requirements within the Management team.
•    Have a thorough understanding of the health & safety policy and make sure the venue is fully complaint.
•    Make sure that all new associates receive sufficient induction and safety training before commencing buddy shifts.
•    Ensure all daily safety checks are carried out continuously and documented in the H&S Operations file as needed.
•    Conduct monthly Ram Raids to check centre standards and communicate results to the management team.
•    Use the Ram Raid and venue walks to identify areas for improvement and develop a Best In Class environment for all Topgolf guests and associates.
•    To complete a full handover with the previous and following Duty Manager communicating directly where possible providing as much detail of information possible to support the member of management taking responsibility of the shift.
•    Establish and maintain good working relationships within the community.
•    To take pride in personal appearance reflecting the Topgolf brand, ensuring correct uniform and name badge is worn on every shift.
•    To take responsibility for own health, safety and wellbeing; and that of guests and other associates; ensuring compliance with Topgolf’s Health and Safety policy, procedures and safe systems of work. This includes delivering a full safety briefing during bay demonstrations.
•    To be responsible for own behaviour and acting in a manner that avoids and discourages any form of discrimination or harassment.
•    To participate in training, performance development reviews and any other communication meetings required for your role and for helping to deliver excellent guest hospitality
•    To ensure full compliance with all Topgolf policies
•    To willingly carry out any other duties that are within the scope, spirit and purpose of the role and Topgolf as an organisation.

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