Location: St Marys Stadium

Hours: Monday - Sunday Flexible

Contract Type: Casual

Criminal Record Check: DBS Enhanced with Childs Barred

ROLE PURPOSE:

To take responsibility of the day to day operational running of Level1. Supporting the Duty Manager on all compliance and ensuring all team members are adhering to site standards. Delivering excellent customer service and holding team accountable, demonstrating the values at all times. The Supervisor leads the Team Leader and casual staff.

DUTIES & RESPONSIBILITIES:

Customer Experience

• Lead the delivery of an exceptional Level 1 guest experience across all activities and bar operations.
• Act as the primary escalation point for guest concerns and service recovery, escalating to the Duty Manager when required.
• Ensure consistent service standards are met by all Team Leaders and team members.
• Monitor guest feedback and operational flow, making quick decisions to improve the customer experience.
• Keep reviews above 4.8* standards at all times

Operations & Activity Oversight

• Take overall responsibility for the smooth operation of Level 1 during assigned shifts.
• Coordinate activities, bar operations, staff allocations, and guest flow across zones.
• Ensure all activities and bar areas are fully prepared, safely operated, and reset correctly throughout trading.
• Oversee stock control for drinks, consumables and activities, ensuring par levels are maintained and shortages addressed proactively.
• Support delivery of stocktakes and sales‑driven COS processes in line with operational requirements.
• Ensure venue cleanliness, presentation, and operational readiness are maintained at all times.

Leadership & Team Management

• Directly lead and support Team Leaders, providing clear guidance, priorities, and expectations.
• Allocate staff resources effectively in response to trading levels and operational demand.
• Support onboarding and training of new Team Leaders, reinforcing standards, safety, and service expectations.
• Identify performance issues, provide real‑time coaching, and escalate formal concerns to the Duty Manager where appropriate.
• Foster a positive, motivated, and accountable team culture during shifts.
• Act as a visible role model for behaviour, professionalism, and company values.

Health & Safety

• Take ownership of Health & Safety compliance across Level 1 during shifts.
• Ensure all activities, equipment, and bar operations comply with procedures and risk assessments.
• Respond to, report, and manage incidents appropriately, escalating to the Duty Manager as required.
• Ensure Team Leaders and team members are following safe working practices at all times.

General

• Follow company policies, procedures, and standards at all times.
• Support Equality, Diversity and Inclusion by promoting a welcoming, respectful environment free from discrimination, harassment, or abuse.
• Undertake ad hoc duties as requested by the Duty Manager or Operations Management.
• The role will evolve in line with operational needs of the business.

Safeguarding Commitment:

• Ensure you are committed to safeguarding and promoting the welfare of children, young people and adults at risk, whilst adhering to the relevant Club policies, helping to ensure that the Club is free from discrimination and harassment.

• Ensure the relationship with children and adults at risk is appropriate and language, behaviour and demeanour is suitable. The Company will expect you to undertake training to ensure an understanding of best practice in relation to children and/or adults at risk.
• You have a duty of care to protect the welfare of children under your supervision by creating an environment that protects them from harm.

General:

• Following company Health and Safety Policy and escalating any concerns.
• Adhering to risk assessments set out in your department to ensure safe working.
• Ad hoc duties as requested by Management.
• All staff are expected to support the Equality, Diversity and Inclusion agenda, by embracing diversity and the positivity that diversity brings, to create an environment that is welcoming for all, free from any form of discrimination, harassment and abuse.

The above Job Description is not intended to be exhaustive; the duties and responsibilities may therefore vary over time according to the changing needs of the Club

PERSON SPECIFICATION:

• Proven experience working in a fast‑paced hospitality, leisure, or guest‑facing environment.
• Previous experience leading teams or supervising shifts.
• Confident decision‑maker, able to remain calm and effective under pressure.
• Strong communicator with the ability to motivate and direct others.
• Organised, responsible, and capable of managing multiple priorities.
• Strong understanding of operational standards, safety, and service delivery.
• Consistently demonstrates company values and acts as a positive role model.

How can I apply?

Very easy. Just click on the apply button, enter your details and answer a quick pre-screening questionnaire, then attach your CV.

*We reserve the right to close this vacancy early, if a high volume of applicants are received.*