Reception Manager

Overview
Redpoint Bristol is now the proud owner of Freedog Bristol and Swindon, and we have big plans! We are going to be moving the trampolining around slightly to make room for a bouldering walls and other activities.

The Freedog Swindon sight is HUGE. Over 3000m2 and we are allocating around a third of that to the new bouldering wall Flashpoint Swindon. This wall will mainly be focused on adult climbers but will of course have a kids program as well. To keep our current customers happy we will be adding to the kids offering by also building a large Clip’n’Climb. The first in the Swindon area.

We are looking for a reception manager who can help to transition the centre from a single product business to a multi-activity family entertainment centre and national standard bouldering wall. This is likely to include dramatic changes in the POS and waiver systems, and delivering these changes to a reception team.

During this transition you are likely to work closely with the upper management (including Centre Manager and Operations Director) who will provide support and guidance. However, we are looking for a proactive manager who will take ownership of their role and responsibilities.

Salary 
– 20 – 22k dependant on experience
– Relocation bonus considered
– 40hrs a week
– Some weekends and evenings required
– 25 days holiday allowance plus bank holidays
– Line manager: Centre Manager

Essential Skills
– Computer literate and skilled in Microsoft Office
– 2 years working front of house at a large leisure facility
– Friendly and professional attitude
– Proven record of providing great customer service
– Experience training and leading a team
– Able to communicate clearly and politely (verbally and in writing)
– A desire to lead by example, work hard and be part of a team

Desired Skills
– Experience with Roller POS and Calendar system
– Experience with Rock Gym Pro POS and Calendar system
– Climbing experience and/or qualifications
– Experience working in a major climbing wall
– Knowledge of freedog’s products and services
– Management experience in a large climbing wall

Applications
Application deadline 12th June
Interviews by 21st June
Ideal start date: asap
Send cover letter & C.V. to manager@freedogswindon.com

Specific Areas of Responsibility

Reception
– Train and moderate staff on the POS systems (Roller & Rock Gym Pro)
– Search for efficiencies within the reception system
– Establish and maintain a professional, clean and tidy “face” to reception
– Ensure admin is taken care of diligently and correctly
– Ensure all customer have the correct paper trail (waivers, group forms, etc)
– Ensure the delivery of the Customer Service Policy from the reception staff

Bookings
– Main point of contact for large bookings (schools, scouts, etc)
– Train and develop the bookings team
– Ensure that it is as easy as possible for customers to purchase our products
– Search for efficiencies within the bookings system
– Work with the Centre Manager to develop the course program

Party Coordination
Responsible for the smooth running of parties including:
– Ease of booking
– Pre-party organisation (party packs, staffing and pre-party info)
– Quality of party hosting
– After sales service and contact

Reporting
Provide weekly reports to the management including:
– Customer satisfaction reporting,
– Party report
– Large booking report
– Cash handling report

Customer Service and Branding
– Bring the customer service policy to life
– Deal with customer complaints in a professional manner
– Cultivate a friendly, welcoming and professional culture based on this policy
– Ensure the branding laid out by the global marketing team is adhered to in all communications

Memberships
Manage the current membership system including:
– Track payments and cancelations
– Point of contact for customers
– Ensure simple set up procedures
– Ensure clear communication of benefits

Applications
Application deadline 9th June
Interviews by 21st June
Ideal start date: asap
Send cover letter & C.V. to manager@freedogswindon.com