Venue Lead - PRISON ISLAND LONDON LTD

The Venue Lead is responsible for the day-to-day operational management of the Prison Island London 1 centre: running and upkeep of the site, customer satisfaction, team management and application of health and safety procedures.

The Venue Lead reports to both the Operations Manager and the Europe Manager. The Operations Manager is their direct line manager: they set the framework within which the Venue Lead carries out their duties (objectives, budget, staffing hours, H&S policy, approved suppliers, partnerships), give final approval on recruitment and handle major issues escalated to them. The Europe Manager also has authority over the role and visits the site regularly to check that it is running properly.

The Venue Lead is the team’s main point of contact on site. They report regularly on the site’s activity to the Operations Manager and, during visits or on request, to the Europe Manager.

The Venue Lead works mainly on the floor. They take part in the operational tasks carried out by the staff members while also managing the team.

The employee performs their duties under the authority of the Operations Manager and the Europe Manager, or any other duly authorised person.

Tasks

A. Operations management

• Organise the centre’s day-to-day operations to ensure smooth and safe running;
• Keep the site in optimal working order, carry out routine repairs and report any major malfunction to the Operations Manager without delay;
• Organise and monitor routine maintenance work;
• Apply and enforce operating procedures (opening, closing, checklists, etc.);
• Oversee game sessions and crowd management;
• Oversee the welcome of groups and individual customers, particularly in situations requiring special attention;
• Manage customer flow to optimise the use of game areas and minimise waiting times;
• Ensure the overall standard of the reception areas and bar (cleanliness, organisation, atmosphere);
• Manage stock (bar, merchandise, technical equipment) and handle restocking with the suppliers approved by the Operations Manager;
• Master the game software and cells in order to identify and resolve first-level technical incidents.

B. Customer satisfaction

• Be responsible for customer satisfaction at the site;
• Handle customer disputes and complaints, and escalate sensitive situations to the Operations Manager;
• Monitor customer reviews and report regularly to the Operations Manager on customer feedback (reviews, complaints) and the actions taken.

C. Management visits and checks

• Welcome the Operations Manager and the Europe Manager during their regular site visits;
• During these visits, present the site’s working order, procedure compliance (opening, closing, checklists, H&S) and any activity information requested;
• Keep the site’s documents and records up to date and available (rotas, checklists, incident reports, accident book, inspection logs);
• Implement the corrective actions requested by the Operations Manager or the Europe Manager within the agreed deadlines, and report on progress.

D. Contribution to performance indicators

• Contribute to the site’s occupancy rate and growth;
• Draw up rotas within the staffing hours set by the Operations Manager;
• File the site’s invoices and expense receipts for the cost tracker, under the supervision of the Operations Manager;
• Report regularly on activity to the Operations Manager (footfall, incidents, team needs).

E. Health and safety (H&S)

• Apply and enforce the H&S policy and procedures on site;
• Carry out the site’s safety checks (daily checklists, emergency exits, game equipment, first aid kits);
• Schedule, lead and manage fire drills and site safety inspections, and keep the related records;
• Write incident and accident reports, complete the accident book and immediately inform the Operations Manager of any event that may be reportable under RIDDOR;
• Ensure team members complete the required training;
• Report any major risk identified to the Operations Manager without delay.

F. Team management and HR

• Be in charge of recruiting staff members (sourcing, interviews, selection), with final approval given by the Operations Manager;
• Train, manage and support team members in developing their skills;
• Manage staff members’ rotas and shifts;
• Oversee the tasks assigned to staff members and onboard new employees;
• Prepare and conduct staff members’ one-to-one reviews and report on them to the Operations Manager;
• Handle the site’s day-to-day HR administration (attendance, absence, lateness, holidays, cover, hours worked);
• Ensure team members comply with internal rules and the staff handbook;
• Manage HR conflicts and issues (disagreements between colleagues, misconduct, inappropriate behaviour); in the event of a major conflict, write a factual written report and send it without delay to the Operations Manager and the Europe Manager;
• Maintain a positive team dynamic and delegate and allocate tasks effectively.

G. Commercial development

• Implement on site the commercial initiatives defined by the Operations Manager, the Europe Manager and the wider group;
• Ensure the partnerships defined by the Operations Manager and the group are applied on site;
• Research and identify local partnership opportunities and pass them on to the Operations Manager;
• Take part in communication and promotion of the business (social media, events, trade fairs, etc.);
• Feed back to the Operations Manager on-the-ground information about customers, the local market and the competition.

H. Day-to-day administration

• Carry out day-to-day administrative tasks (quotes, invoicing, booking and online ticketing follow-up);
• Handle emails and customer enquiries;
• Use the IT tools and software required to run the centre.

Requirements

• Excellent interpersonal skills and customer focus;
• Ability to handle periods of intense activity while maintaining high operational standards;
• Strong organisational, coordination and prioritisation skills;
• Leadership, team management and motivational skills;
• Decision-making skills and ability to handle conflict situations;
• Rigour, reliability and a strong sense of reporting to line management;
• Versatility, autonomy and adaptability;
• Good written and spoken English;
• Knowledge of another language is an advantage for communicating with customers and group contacts.

Benefits

• Free entry to the game
• 30% discount for friends or family (up to 3 times per year)
• Opportunity to grow within an international group

This job description sets out the main duties assigned to the employee as at the date of signature of the employment contract.

This list is neither restrictive nor exhaustive. Depending on business needs, changes in activity or in the organisation of the company, the employee may be required to carry out any other duties consistent with their professional qualifications and role.

The employee undertakes to carry out all duties assigned to them in accordance with the instructions of their line management and in the interest of the proper running of the company.

An unjustified refusal to carry out a task falling within the scope of their duties and consistent with their qualifications may be considered a breach of contractual obligations and may lead to disciplinary proceedings.