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 them 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