Sector: Leisure / Hospitality / Attractions
Salary: Competitive for the industry, dependent on experience
Employment Type: Full-time
Opportunity to play a key role in the growth of a high-profile leisure and attractions business
The Opportunity
We are looking for an experienced and commercially driven General Manager to lead a busy, multi-attraction indoor leisure venue in Dudley.
This is a high-impact, hands-on leadership role for someone who understands the pace and demands of a 7-day, weekend-led leisure operation and is ready to take genuine ownership of its people, operations, customer experience and commercial performance.
Working closely with the CEO and leadership team, you will have the opportunity to shape how the venue operates, strengthen its management structure, improve commercial performance and contribute to the wider growth ambitions of the business.
This is an opportunity for someone who wants more than simply to manage an existing operation. We are looking for a leader who will challenge, improve, build and grow.
What You’ll Be Responsible For
- Take ownership of weekly operational and commercial performance.
- Monitor revenue, payroll, margins, spend per head and other key KPIs.
- Ensure payroll and staffing levels are aligned with customer demand.
- Identify cost pressures and opportunities to improve efficiency.
- Protect margins while maintaining high operational and customer standards.
- Provide clear, accurate and commercially meaningful reporting to the CEO and leadership team.
Operations & Venue Performance
- Lead the day-to-day operation across all attractions and Food & Beverage.
- Ensure the venue is safe, operationally ready and consistently well presented.
- Maintain strong attraction uptime and oversee maintenance requirements.
- Ensure effective opening, closing and handover procedures.
- Manage operational issues quickly and effectively.
- Maintain high standards across the entire customer journey.
- Provide visible leadership across the venue, particularly during weekends and peak trading periods.
- Lead, develop and hold managers and supervisors accountable.
- Establish clear responsibilities, reporting lines and performance expectations.
- Ensure effective recruitment, onboarding and training.
- Build a professional, stable and high-performing team culture.
- Address performance and attendance issues promptly and fairly.
Customer Experience
- Take ownership of customer experience across the venue.
- Ensure complaints, refunds and escalations are handled professionally and consistently.
- Monitor customer feedback and identify opportunities for improvement.
- Ensure booking, capacity and operational systems support a smooth customer journey.
Systems, Processes & Controls
- Ensure key operational processes are clearly documented.
- Build systems and procedures that reduce reliance on individual knowledge.
- Maintain strong rota, payroll and attendance controls.
- Ensure operational reporting is accurate, timely and decision-ready.
- Drive continuous improvement across the venue.
What we’re looking for
We’re looking for a hands-on operator and confident people leader who can combine commercial thinking with practical operational management.
- Proven experience as a General Manager, Operations Manager, Venue Manager or senior operational leader.
- Experience within leisure, hospitality, attractions, entertainment or another fast-paced customer-facing environment.
- Strong commercial awareness and experience managing financial performance.
- A strong understanding of UK payroll, rota planning and workforce management.
- Experience leading multi-disciplinary teams.
- The confidence to manage managers and hold people accountable.
- Strong organizational and problem-solving skills.
- A practical, structured and commercially minded approach.
- The ability to remain calm and decisive under pressure.
- A genuine willingness to lead from the front.
We’re looking for someone who:
- Takes ownership.
You don’t wait for problems to become someone else’s responsibility.
- Understand the numbers.
You know how staffing, revenue, costs and customer demand connect.
- Leads from the front.
You’re visible and engaged when the venue is at its busiest.
- Builds strong teams.
You develop managers, create accountability and set clear standards.
- Brings structure.
You create processes that make the business more consistent and scalable.
- Thinks commercially.
You understand that great customer experience and strong financial performance should work together.
- Stay calm under pressure.
You make clear, fact-based decisions when the operation gets busy.
This is not a desk-based administrative role.
It is not a role for someone who is uncomfortable working weekends or peak trading periods.
It is not a role without financial accountability.
And it is not suited to someone who prefers to wait for direction rather than take ownership.
We are looking for someone who is comfortable being visible, accountable and commercially responsible for the performance of the venue.
Why Join Us?
This is an opportunity to have a genuine impact.
Working closely with the CEO and leadership team, you will have the opportunity to influence operational strategy, make meaningful improvements, develop the management team and directly contribute to the venue’s commercial performance.
As the wider business continues to grow, you will also have the opportunity to contribute to its broader UK growth ambitions.
It is an opportunity to lead, shape, improve and grow a high-profile leisure venue.
We’re looking for a leader who won’t simply run the venue as it is today, but will help shape what it can become tomorrow.
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