Job Description

Main Purpose of the Role

Our ultimate goal is to ensure the success and profitability of the site you are based in. We can only achieve this by creating memorable experiences that encourage guests to return and recommend us to others. At the heart of this is strong customer loyalty. Customer loyalty is built through long-term relationships between BNAE and our guests, fostering repeat visits and driving sustainable growth.

To achieve this, we must work together as one team to deliver the best possible customer experience in a clean, safe, and welcoming environment. Every employee plays a vital role in upholding the high standards and brand reputation of BNAE in the marketplace. This includes consistently following all policies and procedures outlined in our compliance and policy manuals.

Main Duties

To take full responsibility for the site in the absence of the Resort Amusement Manager. Serve guests taking account of the principles of good customer service, remaining helpful and courteous at all times. Including dealing with; customer queries, complaints (initial stage) etc.
either in person or via telephone & email.

Work on all the sites departments as required i.e. prize shop, floor, etc. To assist in promotions, themed events, etc. Ensure that all Machine faults are reported correctly. Ensure that all transactions are dealt with correctly and that any errors are reported to
management.

Ensure the correct handling of both cash and token floats at all times as trained. Operate any of the site attractions as required and trained. Carry out replenishment tasks i.e. refilling vending machines, re-stocking machines, re-stocking the prize shop etc. Receiving deliveries. Work with the Resort Amusements Manager and other colleagues to identify opportunities to increase the area's market share of trade within the locality. Provide training and directions to other employees. Carry out weekly employee team chats. Carry out stock takes as required. Carry out machine collections. Carry out recruitment interviews. Complete employee rotas as instructed. Complete employee time sheets - Rota Ready. Carry out disciplinary investigations. Carry out the end of week banking and the completion of the WRW.

Key Responsibilities

Carry out all duties as trained. Ensure that all policies and procedures set out in the Operations Manual are always followed. Ensure that all Licensing legislation is being always enforced as per the licensing compliance module. Ensure that all Gambling legislation is being always enforced as per the gambling compliance module. Ensure that all Health and Safety legislation is being always enforced as per the companied

H&S manual and compliance module.

Ensure all paperwork that you are responsible for is correctly completed. Ensure all visitors are dealt with correctly as trained i.e. police, enforcement officers,
workmen, company reps etc.

Ensure that all incidents/accidents are dealt with as set out in the incident reporting procedure. Ensure that the site is opened and closed correctly. Ensure that all monies are correctly handled and securely stored at all times. Ensure all back-office areas are secure at all times. Ensure that the floor rota is correctly implemented and followed. Ensure that all employees are wearing the correct uniform at the start of their shift. Ensure that cleaning rotas are completed to a high standard. Ensure that all checks are carried out and recorded correctly. Ensure that the machine cleaning is being carried to a high standard. Ensure that the 'shift running' checklist is being followed and ticked off throughout the shift. You must be clean and tidy at all times in your appearance. Develop a good working relationship between your colleagues and management. Ensure that the Under 25 policy is being carried out. Ensure that all excluded customers are not granted entry.
Skills, Knowledge & Attributes

Operational Leadership:

Step in for the Park Manager when needed. Manage teams across departments (e.g. front office, housekeeping, maintenance).

Customer Service Excellence:

Deliver memorable guest experiences. Handle guest queries, complaints, and feedback professionally. Promote a welcoming and safe environment.

Amusement & Leisure Experience:

Prior experience in the amusement industry is highly valued. Understanding of booking systems, guest services, and recreational facilities.

Financial & Administrative Skills

Budget management, procurement, and cost control. Inventory tracking (especially for amenities and entertainment stock). Use of systems like Red Pro for stock and operational data.

Team Management & Training

Recruit, train, and supervise seasonal and permanent staff. Conduct performance reviews and maintain work schedules.
Health & Safety Compliance

Ensure adherence to health regulations and safety standards. Promote a safety-first culture across the park.

Benefits

Competitive Salary Pension Scheme Optional Private Medical Insurance. Employee Assistance Program (EAP) from day 1 of employment. Staff Discount Card Annual Bonus Scheme - Employees may be eligible for an annual bonus, subject to both individual performance and overall company performance. Please note that bonus payments are discretionary and not guaranteed. Ongoing training & development opportunities.

Fun for All into the Future

Bandai Namco is an Equal Opportunity Employer. As firm believers in diverse thinking, we strive to build a workforce that is representative of our audiences, society and the world around us. We are committed to an employment process that respects a variety of voices, identities, backgrounds, experiences and perspectives.

Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates based on merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, neurodiversity, disability or any other category protected by law.

Job Types: Full-time, Permanent

Pay: 26,520.00-27,500.00 per year

Benefits:

Employee discount Free parking Health & wellbeing programme On-site gym Store discount
Work Location: In person