Jacob Cairns

This role incorporated a variety of responsibilities. Working as part of a team to ensure high standards and an engaging, positive customer experience, I supervised staff during shifts, delegated tasks accordingly, followed up, assigned appropriate breaks, handled inquiries, and resolved issues. On the floor, I lead by example regarding KPIs, ensuring high customer service standards, and I worked with staff to improve overall performance, as well as cleaning and restocking. Behind the scenes, I was involved in opening and closing procedures that included money handling, monitored inventory levels, ordered stock, and conducted a weekly stock take.

This dynamic position offered me ample opportunities to learn. Day-to-day responsibilities included training staff, general maintenance, and coordinating groups (i.e. School tours) delegating tasks, ensuring consistent quality standards, cleaning, proactive problem-solving, and running activities (i.e., laser tag) preparing coffee and food orders, engaging with customers on the shop floor, managing bookings, and money management. This role required huge teamwork to ensure a high-quality customer experience through a variety of entertainment activities.

This role involved facilitating climbing sessions for diverse groups at the indoor climbing wall, while incorporating high customer service standards, and ensuring safety standards were met. Effective teamwork played a massive part in accommodating large groups of up to 80 participants. This dynamic relied heavily on effective communication to ensure events ran smoothly and as safely as possible. Additionally, I played an active role in coaching during youth clubs, camps, and regularly took smaller groups for an assisted session.