Team Leader

**The Role**
- To actively monitor the efficient coordination of trampoline areas, kids parties, group bookings, reception and tuckshop.
- To deliver our programs and activities via an engaged and energised team to ensure an exceptional customer experience every time.
- To lead and engage Hosts and Referees to ensure the customer experience is in accordance with our brand values.
- To actively monitor injury prevention, safety management and ensure adequate responses to incidents on the floor to ensure safety standards are met.

**Values & Behaviours**
- Lead by example by living BOUNCE Values on a day to day basis and encourage and help all Hosts and Referees to do the same
- Regularly step into the shoes of a Referee and 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 and Referees so that they are engaged and consistently delivering an exceptional experience
- Facilitate training and induction to ensure Hosts and Referees are able to achieve current role requirements
- Ensure Hosts and Referees follow specified systems and procedures and complete checklists fully and on time
- Effectively performance manage Referees and Hosts i.e. conduct one-on-ones, induction, conversations around availability and adhering to Bounce policies and procedures

**Customer Experience & Delivery**
- Facilitate a Free-Jumping Revolution 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, Tuck Shop and party areas and deliver an exceptional customer experience
- Prepare F&B offers for group bookings (e.g. schools, parties, corporates) and ensure delivery is on time
- Proactively communicate upcoming bookings, programs, customer activity (e.g. Bounce Fit, group bookings) with team to assist in planning and coordination
- Check daily occupancy and liaise with Assistant 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 Assistant 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 Tuck shop 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, Tuck Shop 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

**Requirement**:
Able to commit on weekends/ Public Holidays/ School Holidays

Shift work - 5 Days work week