Upbeat is a world class and fun sports and fitness recreation centre in Africa for the benefit for all in the community.We are vibrant, encouraging, team-oriented, wholesome and strong with positive attitudes we are babies, school children, young adults, thrill seekers, parents, and grandparents. Every day, we deliver a unique experience through our Facility, our people and our products to make UPBEAT your number one destination for fun and fitness. We provide excellent quality service in a safe environment. We are energetic, we are fun, innovative, and fit! We touch the lives of everyone as we challenge you to be inspired, be different and be motivated. We challenge you to Up your Fun, Up your Fitness.
Job Objective
- Assist with planning, coordinating and overseeing the execution of UPBEAT Centre’s goals, strategies, and day-to-day operational plans; ensuring the business achieves its objectives and delivers on its promise to all stakeholders.
Principal Duties & Responsibilities
Operations / Duty Manager:
- Assist the Operations Manager in setting team objectives, delegating responsibilities and monitoring for compliance with standards of performance.
- Provide support to all departments, and work closely with departments like Front office, Sales & Marketing, IT, Operations, etc. while fostering effective guest and employee relations throughout UPBEAT.
- In line with approved standards, manage and coordinate UPBEAT operations to provide the highest standard of service to every customer.
- Deal with customers complaints/ incidents / Accidents promptly and in a professional manner and follow up to ensure prompt closure of logged complaints. Ensure every customer leaves UpBeat happy.
- Carryout spot checks around the Centre in areas such as Reception, Trampoline Area, Open Arena, Basketball Court, Football Pitch, Restaurant Area, Locker rooms, etc. Bring minor/major needs for repair to the attention of the Head, Building Services.
- Work with the necessary departments to ensure that all events requirements are set-up as per UpBeat standard and ready at the right time.
- Consistently engage customers around UpBeat and respond to positive and negative comments, identify areas of dissatisfaction, follow-up to ensure this is resolved, and look for ways to pamper the customer (make magic) – this is key for service recovery.
- Works closely with the Human Resources Department to conduct Recruitment, Performance appraisals, Coaching and Counselling, Discipline and grievance within the department.
- Conduct quarterly review and update of all departments SOPs and checklists.
- Document all operational activities and prepare status report as required by the Operations Manager.
Front Office Management:
- Achieves guest satisfaction and revenue goals by supervising the Customer Service staff ensuring faster turnaround time in attending to guests.
- Ensure Front Office is organized, tidy with a hospitable ambience; and has all necessary stationery and material (e.g. pens, forms and informative leaflets) daily.
- Ensures that Front Office and Floor is appropriately staffed according to Rota/business needs by using business forecasts to schedule employees.
- Ensures all Customer facing staff provide a professional and friendly service for customers.
- Supervise CS Team Leads to ensure all tills are balanced at the end of each shift; make sure all variances and (or) incidents are logged in to incidence report signed by the TL and AOM.
- Monitors Front Office activities regarding discounts, reversals, and compliance with UpBeat’s discount policies.
- Ensures that the highest standards of personal hygiene, uniform, appearance, body language and conduct is maintained by all Customer Facing staff at UpBeat.
- Attracts potential customers by answering product and service questions; ensuring that team engages customers by cross-selling and upselling products and services.
- Supervise the Team Leads to ensure adequate stock of all socks, tags, water, sports equipment etc. for daily activities/events.
- Coordinate customer experience survey; collate information and send report to stakeholders monthly.
- Encourages, develops and manages effective employee relations within department; Looks for ways to motivate and challenge the team.
- Ensure that proper records are taken for all stock received from the Team Lead and reconcile the inventory recorded at the beginning of the shift against end of shift sales.
Experience & Qualification
- Minimum of B.Sc. or its equivalent in Social Sciences or Humanities or Hospitality.
- Minimum of Seven (7) years relevant experience in a hospitality Front Office function.
Competency & Skills Requirements:
- Good interpersonal skill and communication skills.
- Excellent customer service and people management skills.
- High degree of diligence and commitment.
- Excellent Organization and Problem-Solving skills.
- Good attention to detail and accuracy.
- High level of honesty and reliability.
- Must have an aptitude for numbers.
Person Specification:
- Good grooming and professional outlook.
- Must have excellent customer interaction skills.
- Ability to manage crisis/conflict and have a good sense of tact and diplomacy.
- Good attention to details and able to work under pressure.
- Must be able to manage multiple priorities and take initiative.
- An enquiring mind set consistently seeking innovative ways to deliver without compromising quality.
- Must be trustworthy and reliable.