Team Leadership, Culture & Development

• Create clear, measurable objectives for Assistant Managers that drive performance in revenue generation, queue management, profit protection, compliance, Guest experience, and team experience.
• Lead and develop a positive, high-performing team through coaching, recognition, and hands-on guidance.
• Ensure all team members are fully trained in product knowledge, pouring standards, cellar safety, and responsible alcohol retailing (Challenge 25, refusals, licensing obligations).
• Conduct meaningful 1:1s, PDPs, performance reviews, and use real-time feedback to support development.
• Role-model Butlin’s Values and Leadership Behaviours at all times.
• Build a multiskilled team capable of flexing across the resort to meet guest volume and business need.
• Actively improve team retention through recognition, support, development opportunities, and open communication.

Operational Excellence, Safety & Compliance

• Ensure complete compliance with licensing legislation, including Challenge policies, refusals logs, trading hours, and responsible retailing.
• Oversee cellar management to guarantee safety, product quality, proper changeover, gas system handling, and hygiene.
• Maintain full audit readiness across:
  • Bar cleanliness and organisation
  • Food safety
  • H&S and COSHH
  • Security, cash handling, and stock holding
  • Brand standards
• Lead venue opening/closing routines and complete daily operational checks.
• Escalate risks appropriately and own corrective actions.

Cross Resort Collaboration & Leadership

• Build strong relationships with leadership teams and peers across all resorts to share ideas and improve performance.
• Support other venues and departments when operational needs shift.
• Championing Butlin’s Team member plus modelling optimisation labour alongside other resort leaders.

Skills, Knowledge & Expertise

• Demonstrable leadership experience within a high-volume hospitality environment.
• Strong understanding of F&B, stock controls, and food quality standards.
• Proven commercial acumen with experience delivering stock yield targets and improving financial performance.
• Experience working with multiskilled teams in fast-paced, high-volume operations.
• Strong coaching ability, able to upskill teams in service, product knowledge, and operational excellence.
• Skilled in rota planning, forecasting, and managing labour to demand.
• Confident communicator who can influence, motivate, and adapt quickly to changing needs.
• Strong problem solver with the ability to stay calm and lead during pressured trading periods.
• 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.
  • Problem solving.
  • Providing feedback.
  • Communicating business goals and objectives and supporting the team to achieve these targets.

Able to manage multiple priorities and can adapt quickly to changing requirements.

KPI

• Guest NPS (overall, speed of service, quality of serve).
• eNPS & team engagement.
• Stock yield %, stock loss, line variances, waste & compliance.
• Revenue growth, SPH, Bserve volumes & category sales mix.
• P&L delivery vs. budget.
• RPRPRT – Right People, Right Place, Right Time.
• Audit & compliance results (H&S, Licensing, Food Safety, Cellar Management, Cash & Stock Controls).