Assistant General Manager (London)
OTHERWORLD, United Kingdom
Job Description
Do you have a passion for leading teams and creating amazing, immersive experiences for guests? Are you a London based manager looking for a change of scene and ready to join one of the most innovative and exciting companies out there?
OTHERWORLD is the UK's most popular VR experience. Through our growing network of city centre locations, we've welcomed over 250,000 dimension-hoppers to the best that virtual reality has to offer, including Adele, Skepta, KSI, Fnatic and Jonathan Ross.
Founded in 2017, OTHERWORLD has raised more than 6.4m from leading venture capital funds to assemble a top team of creatives, technicians and hospitality experts. We've got big plans for 2024 and we are looking for the best talent to help us achieve our ambitious growth plans.
As an Assistant General Manager for London, you will be responsible for assisting and maximising customer satisfaction, team engagement and financial performance across at Otherworld Haggerston. You will be responsible and accountable for the venue along with the Cluster Manager, drawing upon the support of functional teams in the wider business and external partners. You will report into the Cluster manager and while your main location and responsibilities will be Otherworld Haggerston, you will be required to work between the site venues and HQ when needed.
You will:
- Recruit, inspire, develop and manage an excellent, high-performing team to operate the venue effectively and serve guests compellingly
- Maintain excellent standards of guest experience by leading by example, proactively seeking guest feedback, and driving improvements in your venue's operating model, products and tools provided by the wider business
- Be an agent of change, identifying areas in need of turn-around, putting the required processes into place and seeing through until completion
- Uphold the business's commitment to presence and immersion by maintaining the brand standards and ideal guest journey and promoting the use of immersive language and behaviours at every customer touchpoint
- Assist with providing leadership and direction for the entire venue team, translating both the goals agreed with your manager and the business's wider objectives into goals, tasks and behaviours for each member of the team
- Be involved in the investigation and disciplinary process, should the need arise
- Balance compassionate and analytical approaches as a leader of people, ensuring that as a business we seek to do the right thing by our colleagues, but that we serve the needs of our guests and the business's long-term success
- Work with your cluster manager to report to your team's on their performance and development, create appropriate learning, development and growth opportunities, and identify and manage poor performance
- Hold responsibility for the venue's Pamp;L, working to achieve goals agreed with our Finance, Operations and other functions, including initiatives to increase revenue, profit and guest satisfaction
- Provide support to the London Cluster Manager, ensuring a high performing relationship between the Guardians, 2nd Line and HQ functions.
Requirements
- 2+ years of experience as a Manager or Supervisor in leisure, hospitality or retail
- A genuine passion for hospitality, service and guest experience
- Commercially-minded approach, with the ability to assist in driving OTHERWORLD's performance
- Infectious enthusiasm for amazing immersive experiences
- Ability to work varied hours over the week including weekends and evenings
- Positive, self-motivated personality with the flexibility to work in different scenarios and parts of the venue
- Ability to travel to different locations throughout the UK to assist or train in other OTHERWORLD venues as required
- Right to work in the UK
Benefits
- Competitive salary
- Quarterly performance related bonuses
- Discounts on VR and drinks in all of our venues
- Employer health plan (Medicash) and professional mental health support
- Enhanced maternity and parental leave
- Paid sick leave
- Quarterly team socials
- A fast-growing business with opportunities to develop and progress
- Fantastic opportunity to work with a leader in a new and exciting industry, scaling quickly with VC backing and a growing audience