Lead by example by living BOUNCE Values on a day to day basis and encourage and help all Hosts to do the same
Regularly step into the shoes of a Host to ensure Team Leader presence is felt on the floor and front of house
Positively influence and maintain the BOUNCE culture through direct and indirect action as needed
Take every opportunity to promote the BOUNCE Vision, Values and Culture both internally and externally
People Management
Lead and supervise Hosts so that they are engaged and consistently delivering an exceptional experience
Facilitate training and induction to ensure Hosts are able to achieve current role requirements
Ensure Hosts follow specified systems and procedures and complete checklists fully and on time
Effectively performance manage Hosts i.e. conduct one-on-ones, induction, conversations around availability and adhering to BOUNCE policies and procedures
Customer Experience & Delivery
Facilitate a Free-Spirits Unleashed culture!
Welcome and serve customers in an efficient and friendly manner and provide a high level of product and service knowledge
Actively promote suite of bounce programs and products to customers
Facilitate customer flow throughout the reception, Cafe and party areas and deliver an exceptional customer experience
Prepare Food & Beverage offers for group bookings (e.g. schools, parties, corporates) and ensure delivery is on time
Proactively communicate upcoming bookings, programs, customer activity (e.g. group bookings) with team to assist in planning and coordination
Check daily occupancy and liaise with Venue Manager to ensure efficient coordination of organised groups such as schools, corporate or large group bookings
Check rosters and ensure breaks are allocated based on customer activity.
Ensure party rooms are clean, set-up and available based on customer numbers
Manage customer issues and resolve promptly
Forward all customer feedback regarding promotions, team members, customer experience and complaints to the Venue Manager to review
Ensure the delivery of all programs and group experiences are to a high standard and as designed
Safety
Uphold BOUNCE’s Leaders in Safety status by maintaining a safe environment for all customers, team members and contractors with a focus on prevention and intervention
Complete incident and injury reports in an accurate and timely manner
Complete Cafe operating checklists and ensure that food safety standards are maintained
Check First Aid and other equipment is regularly checked, maintained and stocked to ensure that safety standards are met
Provide all groups with a safety briefing and that safety rules are enforced
Ensure radio communication in place across all areas and that PA announcements are made hourly
Communicate with Referees to ensure that hourly rotations occur
Presentation & Cleanliness
Ensure the reception, Cafe and party areas are clean and well presented at all times
Ensure all non-trampoline areas represent the brand and are set up for functional use
Ensure the Venue Presentation checklist is adhered to at all times
Food, Beverage and Stock Management
Follow systems for stock control, rotation and food storage
Follow stock management processes to ensure deliveries, invoices and approvals are accurately recorded
Ensure that the presentation of food, beverage and merchandise is of a high standard
Ensure safe food and beverage handling standards and quality is maintained
Follow specified F&B systems and procedures (including cash & credit card security procedures) and complete checklists fully and on time
Responsible for cash handling each day and prepare banking
Repairs & Maintenance
Complete equipment and maintenance audits and required checklists for all activity areas
Ensure preventative maintenance is completed in a timely manner
Ensure required repairs are made promptly using approved contractors