Description

• Be the operational hands on person, ensuring that team are working effectively on all key tasks and objectives. This will vary based on the department you are based.  
• Ensuring team are being coached to deliver key targets linked to the department – e.g. retail upselling  
• Responsibility for CAFF audits in accommodation 
• Responsibility for other departmental audits based on the area based e.g. sales targets/ perfect serve etc. 
• Driving add on sales and promotions where appropriate 
• Ensuring all stock/ proposition is available for guests. 
• Monitoring consistent delivery of a quality guest experience in line with brand/venue guidelines. 
• Ensuring any guest feedback is captured. 
• Monitors NPS and takes action where possible on guest feedback. 
• Coach and develop the team to ensure departmental plans are met. 
• Be a champion of the Butlin’s Values and Leadership Behaviours. 
• Ensure we always have a focus on RPRPRT in the way we rota team. 
• Be the champion for communication in your area, ensuring that key communication is always delivered from Managers to teams and that plans are executed effectively. 
• Build and maintain strong relationships across the resort, other resorts, and Butlins central support teams. 
• Responsibility, where required, for people support of the department, including all people tasks from onboarding through the employee life cycle. Employee life cycle refers to PDP’s, performance management, required training, and any formal HR process. 
• Be the front facing, operational delivery responsible person – turning audits and observations into action. 

• Lead by example in maintaining the highest standards of food safety and hygiene. 
• Ensure all team members follow correct procedures, including temperature checks, allergen management, safe food handling, and cleaning routines. 
• Support regular compliance audits and immediately address any issues or risks. 
• Promote a culture where food safety is everyone’s responsibility. 

• Ensure guests are greeted with a friendly, attentive, and personalised welcome that reflects the Butlin’s brand. 
• Maintain an environment where families feel comfortable, relaxed, and well looked after. 
• Step in to support guest queries and resolve issues promptly with empathy and professionalism. 
• Role-model exceptional service standards to the team at all times. 

• Oversee the smooth, timely replenishment of all food bays to maintain steady availability of hot and cold items. 
• Work closely with kitchen teams to ensure portions, presentation, and temperatures meet quality expectations. 
• Anticipate busy periods and adjust staffing or replenishment flow to avoid delays or shortages. 
• Ensure the buffet always looks abundant, clean, and appealing to guests. 

• Provide on-shift coaching to help team members build confidence and capability. 
• Offer feedback that is constructive, timely, and focused on both performance and behaviour. 
• Support training of new starters, ensuring they understand buffet standards, guest interaction expectations, and food safety practices. 
• Build a positive team culture where everyone feels valued, supported, and encouraged to grow. 

• Support team members in delivering exceptional guest experience across all Bars & Shops locations. 
• Provide powerful coaching conversations on-shift focused on service confidence, great guest interactions, and consistent delivery of brand standards. 
• Develop team capability in sales behaviours, including upselling, cross-selling, and product knowledge. 
• Create a motivating, supportive environment where team members feel confident to engage guests and drive results. 

• Actively drive revenue by supporting the team to maximise Spend Per Head through:  
• B-Serve: Encouraging efficient ordering and guest confidence using the platform. 
• Team behaviours: Coaching strong suggestive selling and product recommendations. 
• RPRPRT: Reinforcing the "Right Product, Right Place, Right Time" philosophy to ensure guests always have access to what they want, when they want it. 
• Celebrate sales successes and share best practice to help the team continually improve. 

• Monitor guest flow and proactively move team members to where they are needed most. 
• Reduce queues by adjusting roles on the spot,  or repositioning team during peak times. 
• Ensure guests experience minimal waiting and consistent, high-quality service. 
• Support an agile, guest‑led way of working where the team responds quickly to changing demands. 

• Maintain strong stock control across Bars & Shops venues, ensuring availability without overstocking. 
• Support accurate stock rotation, waste reduction, and compliance with stock handling procedures. 
• Work with venue leadership to monitor variances and reinforce good habits with the team. 

• Ensure venues are opened, operated, and closed following Butlin’s brand standards and operational procedures. 
• Maintain a safe, clean, well-presented environment at all times. 
• Support the team in delivering consistent product quality, accurate transactions, and great guest interactions. 
• Carry out on-shift checks to ensure compliance, guest satisfaction, and operational readiness. 

• Lead by example in consistently applying food safety and hygiene standards. 
• Ensure all team members follow correct procedures, including allergen management, temperature checks, and appropriate cleaning cycles. 
• Support compliance checks throughout service, swiftly acting on any issues. 
• Foster a culture where food safety is understood, valued, and upheld by every team member. 

• Ensure every guest receives a friendly, engaging welcome that sets the tone for their meal. 
• Create a relaxed, family‑friendly environment where guests feel supported and well looked after. 
• Step in to resolve concerns quickly and confidently, maintaining a problems solving mindset. 
• Demonstrate exceptional service behaviours for the team to model. 

• Provide on‑shift coaching to support effective floor management, guest interaction, and service flow. 
• Develop team capability in confidently engaging with guests, anticipating needs, and delivering smooth, attentive service. 
• Support new team members with structured introductions to service standards and guest service expectations. 
• Encourage a culture of continuous improvement, confidence, and positivity. 

• Coach the team to proactively recommend starters, desserts, and add‑ons as part of natural guest conversations. 
• Reinforce product knowledge so the team can confidently guide guests through the menu. 
• Share daily focus items or specials to help the team drive increased sales. 
• Celebrate individual and team successes to build motivation and momentum. 

• Drive wet sales by ensuring drinks orders are taken quickly when seating guests. 
• Coach the team on opening conversations with drinks suggestions to boost early revenue. 
• Monitor service flow and step in to support during peaks to maintain swift beverage service. 

• Ensure the team carries out timely, meaningful checkbacks to confirm guest satisfaction. 
• Empower team members to solve issues early, ensuring guests feel well taken care of. 
• Use checkbacks as opportunities to reinforce upselling and add‑on sales where appropriate (e.g., additional drinks, sides, desserts) 

• Recognise great performance on shift to build a positive, motivated team culture. 
• Share wins across shifts to highlight what “great” looks like and encourage consistency. 
• Create an environment where team members feel valued for their contributions. 

• Supervise the day-to-day operation of the swimming pool and associated leisure facilities.
• Ensure the pool area operates in line with health, safety and safeguarding procedures.
• Conduct regular poolside supervision and ensure lifeguarding coverage at all times.
• Support the delivery of pool activities, sessions and guest experiences.

• Supervise and support lifeguards and pool team members during shifts.
• Provide guidance, coaching and on-the-job training.
• Allocate daily duties and ensure adequate staffing levels.
• Support recruitment, onboarding and performance management where required.

• Ensure compliance with relevant safety legislation and industry standards (e.g., pool safety operating procedures).
• Carry out routine safety checks of the pool, plant room and surrounding areas.
• Respond to emergencies and incidents in line with emergency action plans.
• Maintain accurate records including pool tests, safety checks and incident reports.

• Deliver a friendly and welcoming environment for guests.
• Support guests with queries and ensure safe use of facilities.
• Deal professionally with guest feedback or concerns.
• Promote a positive, family-friendly atmosphere.

• Maintain high standards of cleanliness and presentation throughout the pool area.
• Ensure equipment is safe, maintained and stored correctly.
• Work closely with maintenance teams regarding any technical or facility issues.

• Support the planning and delivery of a varied sports and activities programme suitable for guests of all ages.
• Lead and supervise activity sessions such as sports tournaments, family games, fitness classes, and outdoor activities.
• Ensure all sessions are delivered safely, professionally, and in line with resort standards.
• Encourage guest participation and create an inclusive and enjoyable environment.

• Supervise sports and activities team members during shifts.
• Allocate daily tasks and activity sessions.
• Provide coaching, guidance, and on-the-job training to team members.
• Support recruitment, onboarding, and performance management where required.

• Deliver exceptional guest service and engage with guests to enhance their holiday experience.
• Actively promote sports and activities sessions across the resort.
• Respond to guest queries, feedback, and complaints in a professional manner.
• Help create a vibrant and energetic atmosphere during activities and events

• Ensure all activities are delivered in accordance with health and safety procedures and risk assessments.
• Carry out equipment safety checks and ensure facilities are maintained to a high standard.
• Manage incidents and accidents in line with resort procedures.
• Ensure safeguarding procedures are followed when working with children and families.

• Maintain sports equipment and activity areas to a high standard.
• Ensure equipment is stored safely and available for sessions.
• Work closely with maintenance teams to report and resolve facility issues.

KPIs

• Audits completed in accommodation & other departments 
• Team training compliance across departments 
• Health, Safety & Compliance Audits 
• Guest NPS & Feedback 
• Improved ENPS 
• Retail Spend – responsible for making sure there is good stock processes/ upselling taking place/ coaching people trying to deliver  
• Right People, Right Place, Right Time in all key areas 

About You

• Excellent leadership skills with the ability to coach and support team in delivering key objectives.  
• Strong attention to detail to be able to support with all audit/ observation-based activity.
• Strong experience of being guest/ customer facing and dealing with a range of queries and sometimes complaints directly 
• Experience of generating new opportunities through sales and promotions or new initiatives to support with key objectives. 
• Experience in working with multi skilled team to support other areas of the business based on guest demand. 
• Demonstratable experience of leading teams to success, this includes proficiency in: 
• Managing performance.  
• Coaching team. 
• Delivering team training. 
• Setting standards and role modelling this behaviour. 
• Excellent ability to communicate effectively at all levels.  
• Able to manage multiple priorities and can adapt quickly to changing requirements. 

• NPQL or Equivalent Qualification
• Previous experience in a swimming pool environment
• Strong knowledge of pool safety

About Butlin's