Deputy Leisure Services Manager at Center Parcs
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I am a self-motivated and conscientious individual with a friendly disposition, who consistently achieves excellence demonstrating high energy, creativeness, passion and integrity. I have 17 years of experience working within the leisure industry, achieving particular success during the last 13 years working in a managerial capacity. I'm currently in a Leisure Operations Management position with accountability for the divisions financial performance, service, product, people and operation.
I am an experienced business manager with a consistent track record of successfully employing best business practices that improve efficiency, reduce operating costs whilst increasing productivity, achieving tight time scales and within budget. Having a professional attitude and an ability to be flexible and handle change in a positive manner. Possessing excellent communication, leadership and organizational skills.
I remain extremely enthused to take a position within the Leisure Industry working for a large and fast growing company.
Deputy Leisure Services Manager at Center Parcs-Nottinghamshire (2023-03 – Present)
I currently manage alongside the Head of Leisure one of the largest divisions at Center Parcs with a headcount of 380 staff, which include departments such as the Cycle Centre, Outdoor Activity Centre, Sub Tropical Swimming Paradise, Outdoor Pursuits, Indoor Activities and Family Activities. We have full accountability for the divisions People metrics, KPI's, Financial Performance and Guest Service Journey. I have 5 Head of Departments who report directly into me on their departments P&L, OPEX expenditure, Staff compliance which includes all the Health & Safety training.
During my time as the Leisure Operations Manager, I have been part of the project team who have successfully implemented new and innovative commercial products within the Leisure Division which include our Woodcraft Workshop, TAG Active Arena and most recently our new Shuffleboard and Crazy Pool concept at our brand-new Dozing Duck Restaurant on village. Furthermore, alongside the village operation I have an excellent relationship with our Forest House (Head Office) team where I am the company's supporting Manager for our Indoor & Family Activities Departments. The support includes liaising with our 6 village Head of Departments in both departments to ensure they have the knowledge and support to run their operations professionally and safely.
Furthermore additional duties within my role include Duty Line Manager responsibilities which includes being the direct support Manager for the village for any incidents, major complaints, service issues or village emergencies that could result in village evacuation or closures.
Leisure division has just finished its FY24/25 accounts and we boast a divisional delivery excellence score of 94.8%, a best in class score for labour turnover of 28% and a EBITDA conversion of 7.8 million.
Aqua Sana Head of Department at Center Parcs-Nottinghamshire (2021-03 – 2023-03)
Before my current role I used to manage one of the largest departments at CenterParcs with a team of 100 staff which vary from FOH team, Spa team and Therapists, and a revenue turnover of 6 million per annum which includes treatments, Retail and Spa packages. I have full accountability for the departments P&L and OPEX expenditure, Staff compliance which includes all the Health & Safety training along with driving and managing a 5* service to all our internal and external guests. During my time at Aqua Sana, we have won Good Spa Guide Facility of the year and have been nominated and shortlisted for the upcoming 2023 World Spa of the team awards which take place in March 2023 in London.
I have managed to instill a culture of "Looking after our staff" which has shown by our low Labor turn over and consistent Quality scores meeting all KPI's on a consistent basis.
Sana consists of the following facilities which we offer our guests: Furthermore, we have a 100 seat Vitale café which is managed by our Food & Beverage team however I have a great relationship with the Management team who operate the café to ensure the same service is received throughout our facility. We currently boast the highest Quality of staff service across the Aqua Sana group with an impressive score percentage 0f 94.80% which is on target, we have finished Best in class for 6 out of 10 periods this financial year.
Leisure Facilities Manager at Center Parcs Sherwood Forest-Nottinghamshire (2019-03 – 2021-03)
A previous role at Center Parcs was working as the Leisure Facilities Manager with full accountability for the departments financial performance, service, product, guest journey and operation. I currently manage 26 members of staff along with 4 operational cost lines which include Bowling, House of games, Pottery Studio and the Sports Centre. Along with the cost lines I also manage two different payroll budgets within the departments.
I have also been elected as the Divisions DES Co-ordinator which involves liaising with the Head Of Departments and Assistant Managers on a weekly basis to help try and improve guest service scores. I also send out weekly communication in the form of a league table and lead quarterly meetings with the Assistant Managers and staff representatives to strategize and organize best practices to achieve customer service excellence.
Leisure & Spa Manager at QHotels-Grantham (2017-02 – 2019-03)
My previous role was a Leisure & Spa Manager at Belton Woods Hotel. I had 35 staff within both departments to manage along with a spa café. 2018 proved a very successful year for the Leisure and Spa, we had managed to turn over 500k profit between the departments along with picking up Department of the year within Belton Woods, Most improved spa of the year within Qhotels and runner up in Leisure Financial performance of the year within Qhotels. I was also very proud to pick up Manager of the year within Belton Woods hotel for 2018.
During my time in the role as Leisure & Spa Manager was to ensure that commercially, all sales, retention, attrition, member count, secondary spend and costs are all delivered to target and P&L. Ensuring the product/Guest Journey was is in line with brand standards, clean and inspirational to members, prospects and guests a like. I was tasked with driving the business through the effective quality management, coaching and development of my team whilst ensuring commercial targets and brand standards are achieved.
General Manager at North Kesteven Leisure Centre-Lincolnshire, UK (2014-10 – 2017-02)
I was previously in the Position as General Manager working at the North Kesteven Centre in North Hykeham, Lincoln.
Kesteven is a large Leisure Centre incorporating the Terry O'Toole theatre. The Centre comprises of 2 swimming pools, Fitness Suite, 4 Court Sports hall, 2 Squash Courts, 3 studios, Climbing Wall, all weather outdoor pitch, tennis, netball and outdoor basketball courts, 300 Seat theatre and full catering and bar provision. The Centre employed over 60 team members with total sales of over 900k per annum.
The Centre underwent a major 3.6 million pounds refurbishment with all areas of the site being refurbished. In role as General Manager I ensured that commercially, all sales, retention, attrition, member count, secondary spend and costs are all delivered to target and P&L. Ensuring the product was is in line with brand standards, clean and inspirational to members, prospects and guests alike.
I was tasked with driving the business through the effective quality management, coaching and development of my team whilst ensuring commercial targets and brand standards are achieved.
General Manager at 1Life - Leisure in the Community (2013-10 – 2014-10)
I was previously in the Position as General Manager working at the 1Life at Sleaford Private members club. The club comprised of a large gym, 2 fitness studios, a 12 metre pool, sauna & steam room and 2 20 meter football Astroturf pitches. In my position as Business Manager I was tasked with ensuring that commercially, all sales, retention, attrition, member count, secondary spend and costs are all delivered to target and P and L.
Ensuring the product is in line with brand standards, clean and inspirational to members, prospects and guests alike.
Leisure Club Manager at Stoke Rochford Hotel-Stoke Rochford, Lincolnshire, UK (2012-05 – 2013-10)
As Leisure Club Manager I led a team of Duty Managers and worked closely with the Business Manager to deliver the centres objectives and ensure quality standards are met at all times through the adherence of a quality management programme. I was tasked with developing, motivating and training the team to ensure a fully focused and driven team to help support the Business Manager in the centre financial performance. As the sites Swim School Principal, I took direct responsibility and managed one of the centers most profitable revenue lines.
Through liaison with all departments I continually look to increase profits through new income opportunities, effective cost control and managing staffing schedules.
Duty and Fitness Manager at RiversMeet Leisure Centre (2011-05 – 2012-05)
In highly target driven and revenue focused roll, I was given the opportunity to become the Duty & Health and Fitness Manager for RiversMeet Leisure Centre.
Leisure Club Supervisor / Fitness Instructor/ Lifeguard at De Vere-Lincolnshire, UK (2008-05 – 2011-05)
Diploma of Higher Education in Fitness and Coaching – Grantham College-Grantham (2006-09 – 2008-04)
