Venue Manager

Company Purpose

Inspire Movement, Self-expression, and Human Connection

Company Vision

BE LOVED AS A REGULAR DESTINATION FOR FREESTYLE FUN, PROGRESSION & DEVELOPMENT

BOUNCE is a fast-paced and energetic environment full of smart people who make things happen. The company vision ensures an ongoing commitment to creating:

• A loved and respected international brand
• An awesome culture with exceptional people at every level
• A fresh and evolving multi-sensory experience
• Pumping venues across the world
• A safety record we’re proud of.

Company Mission

Bring the Love – Inspire Progression – Grow the Tribe

Our Values

We have a powerful working culture that fuses passion, connectivity, accountability, and evolution of the BOUNCE experience.

These are the BOUNCE values:

Passion

• Unleash your free spirit.
• Be your awesome, authentic self.
• Harness your talents and gifts.
• Stand out and shine.

Unity

• We’re a tribe. We jump together & we’re building a revolution together.
• Talk straight. Talk Often. Embrace diversity Stay tight.

Accountability

• We need leadership at every level.
• Take charge. Be decisive.
• Follow up and follow through.
• Get the right $h*t done right.

Keep it fresh

• Be the front runner & game changer.
• Encourage.
• Inspire & be inspired.

Position Purpose:

• Uphold and embody the BOUNCE values, embedding them in every aspect of venue culture and operations.
• Create an environment that exceeds all customer expectations for safety, comfort, belonging, and enjoyment.
• Lead by example to foster a high-performance culture, developing and mentoring the venue leadership team and staff, emphasizing continuous personal and professional growth throughout their BOUNCE journey.
• Oversee daily operations to ensure they run smoothly and efficiently, ensuring the team consistently delivers the designed products to uphold Bounce’s stringent safety standards by driving a strong safety culture.
• Manage the venue's operational performance of the BOUNCE venue by closely monitoring and optimizing P&L, labor costs, and COGS, aligning with business objectives.
• Implement strategic initiatives to enhance venue performance and customer satisfaction using systems like HubSpot, Roller, and AskNicely.

Key Accountabilities:

Venue Operations and Safety Management:

• Ensure a consistently safe environment, maintaining the highest standards of safety and compliance, by following the “Safety and Injury Management” system.
• Oversee daily operational checklists and incident management systems, ensuring all equipment and facilities meet safety regulations.
• Manage preventative maintenance of all facilities and equipment in non-trampoline areas to ensure their optimal functioning and safety.
• Manage and respond to government inspections, ensuring compliance with all regulatory requirements.
• Ensure all team members are adequately trained, prepared, and certified for relevant qualifications (e.g. First Aid).
• Be accountable for safety, legal, and security issues at every level, fostering a proactive safety culture throughout the venue.
• Oversee stock control, rotation, and food storage systems to ensure operational efficiency and compliance with health standards.
• Manage, train, and coach venue leadership on stock management processes, including ordering, to ensure that deliveries, invoices, and approvals are accurately recorded and maintained to a high standard.
• Ensure that food standards comply with the Food Safety Plan, maintaining high levels of hygiene and safety in food handling and storage.

Customer Experience & Engagement:

• Drive exceptional customer service standards across all areas of the venue to enhance customer satisfaction and retention.
• Ensure that all customers feel welcome, free, and supported from the moment they enter the venue, fostering an environment that prioritizes their comfort and enjoyment.
• Utilize strategic agility to develop and implement local marketing initiatives and partnerships that enhance the BOUNCE brand and customer engagement.
• Optimize venue operations to contribute to a seamless customer flow experience, reducing wait times and improving the overall customer journey.
• Cultivate a diverse customer mix by implementing inclusive marketing strategies and community engagement efforts that attract a wide range of demographics.
• Monitor customer feedback through various channels and make operational adjustments to improve the customer experience while pursuing full occupancy in the venue.
• Ensure excellent presentation of food, beverage, and merchandise.
• Maintain the cleanliness and presentation of the Reception, Café, and Party Areas.
• Ensure that trampoline/activity areas are clean, well-presented, and represent the brand effectively.

Leadership and Team Development:

• Foster a high-performance culture by leading and developing a venue leadership team that embodies the BOUNCE values.
• Coach, develop, and lead direct reports to maximize operational proficiency, ensuring all team members can perform their roles effectively.
• Communicate the company strategy and relevant news to team members to enable them to connect with the company vision and understand their role in achieving organizational goals.
• Be an inspirational leader, managing and motivating the team to continuously evolve and grow, fostering a culture of innovation and proactive problem-solving.
• Conduct regular team meetings, one-on-ones, and quarterly reviews to ensure alignment with operational goals and staff development.
• Manage diversity effectively, ensuring inclusivity and fairness in team management practices.

Sales Management and KPI Optimization:

• Utilize key performance indicators (KPIs) to drive business decisions, focusing on revenue enhancement and cost efficiency. Regularly assess these metrics to adjust strategies that align with business objectives.
• Manage labor costs and keep all controllable/variable P&L expense line items within budget while ensuring operational efficiency.
• Develop and implement financial action plans based on performance data to address areas needing improvement, such as reducing unnecessary expenses and optimizing resource allocation.
• Collaborate with the central marketing team to ensure effective activation and execution of marketing campaigns in the venue.
• Achieve sales activity KPI targets through a primary focus on converting “warm leads” and driving repeat business with existing customers.
• Conduct weekly revenue-focused and cost-focused operational meetings to align team efforts with financial targets, ensuring detailed tracking and management of financial outcomes.

HR and Staff Relations:

• Lead recruitment, hiring, and training processes to build a competent and motivated team.
• Implement effective staff recognition and feedback systems to enhance employee engagement and reduce turnover.
• Ensure that labor laws, policies, and procedures are strictly followed, maintaining a compliant and ethical workplace.
• Oversee weekly rosters to ensure appropriate staffing levels, optimizing labor cost management while meeting operational needs.
• Collaborate with the People & Culture team to ensure all team members receive proper training and development, enhancing skills and career growth.
• Manage the onboarding process for new recruits to ensure they fully understand expectations around job duties, behaviors, roster needs, and benefits.
• Appropriately seek guidance from the People & Culture team when needed to handle complex HR issues or policy interpretations.
• Develop and execute a robust succession planning process to ensure leadership continuity.

Systems and Processes:

• Analyze data from company systems to identify trends, optimize sales strategies, and exceed sales targets, ensuring the venue's financial and operational goals are met.
• Leverage HubSpot for CRM activities to track customer interactions, manage sales pipelines, and execute marketing campaigns effectively.
• Utilize Roller for venue management, including bookings, point-of-sale transactions, and customer relationship management to streamline operations and enhance customer experience.
• Utilize AskNicely to gather real-time customer feedback, address customer service themes, and implement continuous improvement strategies based on direct customer insights.

Values and Behaviours:

• Lead by example by living BOUNCE Values on a day-to-day basis and encourage and help all team members to do the same.
• Foster a culture of continuous improvement and safety consciousness, influencing the organizational culture through direct and indirect actions
• Positively influence and maintain the BOUNCE culture through direct and indirect action as needed.

Skills, Experience, and Character:

• Excellent communication, negotiation, and interpersonal skills, capable of motivating and inspiring staff at all levels.
• At least 5 years of managerial experience in hospitality, entertainment, or retail sectors, with a proven track record of achieving operational and financial targets.
• Demonstrated leadership in managing medium to large teams, focusing on leadership development, operational excellence, and customer service.
• Strong competency in safety management, customer relations, team development, and systems and processes.
• Relentlessly pursues new information to challenge existing assumptions in search of innovative outcomes and ways of working.