The Activity Hub Manager supports the Operations Manager by overseeing the day-to-day operations of the Activity Hub Team to ensure guest satisfaction in delivering activities such as paddle boarding, kayaking, bike hire as well as developing new and exciting activities.
This role involves fostering clear communication and strong working relationships across all on-site departments to promote collaboration and support the growth of Silverlake. With a focus on attention to detail, the Activity Hub Manager sets high standards for service and presentation, ensuring they meet the expectations of guests, residents, and the Estate.
Additionally, the role includes managing the servicing and maintenance of the cycle fleet, as well as training and mentoring team members to uphold service excellence.
This role involves fostering clear communication and strong working relationships across all on-site departments to promote collaboration and support the growth of Silverlake. With a focus on attention to detail, the Activity Hub Manager sets high standards for service and presentation, ensuring they meet the expectations of guests, residents, and the Estate.
Additionally, the role includes managing the servicing and maintenance of the cycle fleet, as well as training and mentoring team members to uphold service excellence.
| Location | Silverlake - Dorset |
| Reporting to | Operations Manager |
| Salary | £25k to £30k |
| Hours | Full time - 5 days out of 7 according to rota including weekends |
Key Accountabilities/Primary Responsibilities:
General
- Drive revenue through exceptional rental service delivery and support for strategic projects aligned with Activity Hub goals.
- Monitor cash handling procedures and investigate all security concerns.
- Monitor the Activity Hub inbox to ensure enquiries are responded to within designated timeframes to uphold service standards.
- Act as the primary contact for issues, resolving complaints promptly or escalating as needed to ensure customer satisfaction.
- Carry out senior bike mechanic responsibilities in a timely and efficient manner e.g., “including overseeing repairs, maintaining standards, and training others in basic mechanics.
- Collaborate with management to assess and fulfil staffing requirements to meet operational needs.
- Plan staff rota’s and manage staff hours worked, sickness, and annual leave, to ensure staff are paid correctly
- Ensure a high standard of personal hygiene and appearance and general cleanliness to comply with statutory and Company regulation
- Perform any other related duties as assigned by the Operations Manager
Leadership
- Supervise team members to maintain high productivity, service quality, and adherence to protocols.
- Monitor Activity Hub performance to identify training needs, address conduct or performance issues, and deliver solutions through training, one-on-ones, objective setting, and bi-annual appraisals alongside the People Team.
- Training Team Members to assist with bike mechanics
- Attend informal and formal meetings and training sessions to ensure up-to-date business and job knowledge, communication, skills & and progression are maintained. This includes but is not limited to training, re-training, 1:1’s, probation reviews, etc
Health and Safety
- Ensure the safe running of the department through regular upkeep of equipment and monthly maintenance checks
- Maintain fire procedures and training, reporting faults and actions ensuring compliance with statutory requirements.
- Train all employees in compliance, cash handling, and security procedures
- Ensure your own and other members of the team H&S certificates and training is up to date
Communication and Reports
- Complete monthly administrative tasks, including scheduling and payroll processing, to maintain operational continuity.
- Provide excellent and consistent communication with other departments to align operations and enhance collaboration.
- Prepare and deliver operational, performance, and compliance reports
Essential Requirements
- A knowledge and a passion for water activities (paddleboards, kayaks)
- Customer service experience
- Knowledge of basic bike maintenance
- Confident swimmer