As a result of an internal promotion The Wave Bristol are looking for a new General Manger to join and lead our Bristol site.

The role of General Manager will manage all operational areas of our successful & growing business whilst building upon the amazing work that has already happened to bring The Wave to life since October 2019. 

The role will focus on delivering a business that provides an amazing customer experience, brings the numbers in & is always safe, secure & legal.  

The role directly looks after a management team of 6 across several different departments (Surf Operations, Customer Service, Food & Beverage, Retail & Maintenance) and a wider operational team of up to 300 in our peak trading times.

WHAT YOU’LL BE UP TO

SITE KPI’s

·        Financial - turnover, EBITDA, labour, capex spending, operational budgets (equipment etc)

·        Delivering growth to the brand and product.

·        Visitor numbers - surfers, spectators, occupancy (lake & accommodation)

·        Safety – food safety audits; on site incidents/accidents numbers

·        Customer Focused; NPS, customer satisfaction scores., customer engagement and repeat visits.

·        Staff engagement scores.

SAFETY & STANDARDS

·        Continually developing a strong health & safety culture that covers all aspects of safety across a complex site, from lake safety to food safety.

·        Overall responsibility for the creation and adherence of all site SOP’s, EAP’s and RA’s.

·        Ensuring the site operates within the parameters set out in our multiple licences and planning consent (Alcohol licence, music licences, planning permissions, radio, tv) – you may be required to be a named licensee

·        Managing relationship with local authorities and stakeholders. (EHO, HSE, Local Government, community organisations)

·        Accident and major incident investigation and resulting action plans.

CUSTOMERS

·        Ensuring that the customer experience is a fantastic one, striving to make improvements and efficiencies throughout and maintaining and building upon strong NPS scores.

·        Regularly reviewing customer satisfaction scores and feedback to identify areas for improvement.

·        Actively encourage, listen to & act upon customer feedback to build strong relationships with your customers. 

·        You maintain a current customer base as well as building upon that with the goal of constantly increasing sales. 

·        Working to meet our targets for returning/repeat visitors to ensure Bristol’s strong overall visitor numbers after we have opened multiple UK sites.

PEOPLE

·        You know your team and can identify future stars; nurturing talent and building individual development plans and site succession plans.

·        You train, coach and guide your HOD and management team, sharing your experience and expertise in order to see our Managers flourish and develop ensuring the Bristol site operates in a stand alone capacity as we look to open more Wave sites.

·        You challenge your teams to be better, looking to surpass our customers’ expectations and to be fully engaged in the business so they know how their personal contribution makes a difference 

·        You deal with the hard stuff, dealing with disciplinaries and grievances and driving performance of the team through robust and appropriately timed performance management.

·        You set high standard of communications through conducting regular and worthwhile 1:1’s with your team which is mirrored by your management team.

·        You lead periodic talent meetings to identify future high performers and sign off progress pathway success.

FINANCIAL

·        Driving site revenue and margin.

·        Managing operational costs and budgets.

·        Overall responsibility for site labour % across all departments.

·        Yield management with regards to lake capacity, staffing and products.

·        Creating a culture that doesn’t shy away from driving sales and that all departments understand and respect the impact that they have on the overall success and profitability of The Wave, Bristol.

SOCIAL & ENVIRONMENTAL IMPACT

·        Ensuring the triple bottom line is applied to all decision making (social, environmental and financial)

·        Leading the charge to make The Wave Bristol an example of how to run a green and sustainable business.

·        Working with the Social Impact team to deliver social impact targets.

PROJECT MANAGEMENT

·        Managing short and long term plans and developments to the Bristol sites.

·        Seasonal re-opening planning and implementation.

PERSON SPECIFICATION

·       An ability to work under pressure, with a drive and determination to achieve the best

·       Great people skills, with an ability to motivate and inspire team members

·       Excellent organisational and time-management skills

·       Strong attention to detail, with an ability to spot trends and errors

·       A passion for sustainability, health and wellbeing and the natural world

·       Committed to equality, diversity and inclusion

·       An engaging presenter and trainer.

·       An inspiring and engaging leader.

·       A relentlessly positive and can-do attitude.

·       A strong sense of fun.

·       Calm approach ‘under fire’ with ability to handle complaints and emergencies quickly and confidently.

·       A hard worker prepared to roll up their sleeves and get stuck in.

·       Ethically minded with a recognition of social and environmental responsibilities.

·       Committed to equality, diversity and inclusion.

·       Committed to working early mornings, later nights, weekends and holidays as required when the site is at its busiest as an example to your team (within the confines of a reasonable working week)

·       Obtain a clear DBS check 

As a result of an internal promotion The Wave Bristol are looking for a new General Manger to join and lead our Bristol site.

The role of General Manager will manage all operational areas of our successful & growing business whilst building upon the amazing work that has already happened to bring The Wave to life since October 2019. 

The role will focus on delivering a business that provides an amazing customer experience, brings the numbers in & is always safe, secure & legal.  

The role directly looks after a management team of 6 across several different departments (Surf Operations, Customer Service, Food & Beverage, Retail & Maintenance) and a wider operational team of up to 300 in our peak trading times.

WHAT YOU’LL BE UP TO

SITE KPI’s

·        Financial - turnover, EBITDA, labour, capex spending, operational budgets (equipment etc)

·        Delivering growth to the brand and product.

·        Visitor numbers - surfers, spectators, occupancy (lake & accommodation)

·        Safety – food safety audits; on site incidents/accidents numbers

·        Customer Focused; NPS, customer satisfaction scores., customer engagement and repeat visits.

·        Staff engagement scores.

SAFETY & STANDARDS

·        Continually developing a strong health & safety culture that covers all aspects of safety across a complex site, from lake safety to food safety.

·        Overall responsibility for the creation and adherence of all site SOP’s, EAP’s and RA’s.

·        Ensuring the site operates within the parameters set out in our multiple licences and planning consent (Alcohol licence, music licences, planning permissions, radio, tv) – you may be required to be a named licensee

·        Managing relationship with local authorities and stakeholders. (EHO, HSE, Local Government, community organisations)

·        Accident and major incident investigation and resulting action plans.

CUSTOMERS

·        Ensuring that the customer experience is a fantastic one, striving to make improvements and efficiencies throughout and maintaining and building upon strong NPS scores.

·        Regularly reviewing customer satisfaction scores and feedback to identify areas for improvement.

·        Actively encourage, listen to & act upon customer feedback to build strong relationships with your customers. 

·        You maintain a current customer base as well as building upon that with the goal of constantly increasing sales. 

·        Working to meet our targets for returning/repeat visitors to ensure Bristol’s strong overall visitor numbers after we have opened multiple UK sites.

PEOPLE

·        You know your team and can identify future stars; nurturing talent and building individual development plans and site succession plans.

·        You train, coach and guide your HOD and management team, sharing your experience and expertise in order to see our Managers flourish and develop ensuring the Bristol site operates in a stand alone capacity as we look to open more Wave sites.

·        You challenge your teams to be better, looking to surpass our customers’ expectations and to be fully engaged in the business so they know how their personal contribution makes a difference 

·        You deal with the hard stuff, dealing with disciplinaries and grievances and driving performance of the team through robust and appropriately timed performance management.

·        You set high standard of communications through conducting regular and worthwhile 1:1’s with your team which is mirrored by your management team.

·        You lead periodic talent meetings to identify future high performers and sign off progress pathway success.

FINANCIAL

·        Driving site revenue and margin.

·        Managing operational costs and budgets.

·        Overall responsibility for site labour % across all departments.

·        Yield management with regards to lake capacity, staffing and products.

·        Creating a culture that doesn’t shy away from driving sales and that all departments understand and respect the impact that they have on the overall success and profitability of The Wave, Bristol.

SOCIAL & ENVIRONMENTAL IMPACT

·        Ensuring the triple bottom line is applied to all decision making (social, environmental and financial)

·        Leading the charge to make The Wave Bristol an example of how to run a green and sustainable business.

·        Working with the Social Impact team to deliver social impact targets.

PROJECT MANAGEMENT

·        Managing short and long term plans and developments to the Bristol sites.

·        Seasonal re-opening planning and implementation.

PERSON SPECIFICATION

·       An ability to work under pressure, with a drive and determination to achieve the best

·       Great people skills, with an ability to motivate and inspire team members

·       Excellent organisational and time-management skills

·       Strong attention to detail, with an ability to spot trends and errors

·       A passion for sustainability, health and wellbeing and the natural world

·       Committed to equality, diversity and inclusion

·       An engaging presenter and trainer.

·       An inspiring and engaging leader.

·       A relentlessly positive and can-do attitude.

·       A strong sense of fun.

·       Calm approach ‘under fire’ with ability to handle complaints and emergencies quickly and confidently.

·       A hard worker prepared to roll up their sleeves and get stuck in.

·       Ethically minded with a recognition of social and environmental responsibilities.

·       Committed to equality, diversity and inclusion.

·       Committed to working early mornings, later nights, weekends and holidays as required when the site is at its busiest as an example to your team (within the confines of a reasonable working week)

·       Obtain a clear DBS check