Role Purpose
The role holder is responsible for the leadership and performance of a multi-site portfolio, initially overseeing four sites and expanding to six once operational readiness is demonstrated. You will provide strategic direction and hands-on support to General Managers, ensuring exceptional guest experiences, strong commercial outcomes, and full compliance with operational, safety, and people standards.
Key Responsibilities
- Lead, coach, and develop General Managers, Assistant General Managers, and Heads of Department across all sites.
- Ensure robust delivery of Business Plans, Personal Development Plans, monthly performance reviews, and regular one-to-one meetings.
- Drive consistent operational standards and a high-quality, premium guest experience across the portfolio.
- Collaborate closely with central support functions to implement initiatives, processes, reporting, and training programmes.
- Deliver and optimise Membership, Food & Beverage, Retail, and ancillary revenue strategies across the region.
- Conduct regular site visits (minimum one visit per site per fortnight) to review operational standards, health & safety, compliance, facilities, training effectiveness, and F&B execution.
- Manage employee relations and people matters, escalating only complex or high-risk cases where appropriate.
- Oversee rota planning and wage control, acting as the first point of escalation for customer feedback, complaints, and mystery guest outcomes.
- Support specialist programmes and ensure high standards of instructor and delivery performance where applicable.
Person SpecificationEssential
- Proven General Manager experience, with multi-site leadership experience essential, within a retail, leisure, or hospitality environment.
- Strong leadership presence with the ability to coach, influence, and develop high-performing management teams.
- Excellent communication skills and a track record of effective people development.
- High standards, strong attention to detail, and sound operational and commercial knowledge.
- Proactive, delivery-focused, collaborative, and values-driven approach to leadership.
- Flexibility and willingness to travel regularly across the region.
Desirable
- Experience within multi-activity or complex leisure environments.