Gripped General Manager

Are you ready to take your career to new heights?

We're looking for an energetic, customer-focused General Manager to help lead the charge at Gripped, West London's ultimate outdoor adrenaline attraction. If you love the outdoors, thrive in fast-paced environments, and have a passion for delivering unforgettable experiences, this is the role for you.

About Us - Escapade Group

At Escapade Group, we're all about adventure. We run some of the UK's most exciting indoor and outdoor leisure attractions across six locations and four unique brands, including:

• Hobbledown Adventure Farm Parks & Zoos (Epsom & Hounslow)
• Gripped - London's epic high ropes and aerial adventure park
• Kidspace indoor play centres (Croydon & Romford)
• Watermouth Castle ( North Devon)

Every year, over 1 million guests walk through our doors - from thrill-seekers to birthday party heroes - and we're just getting started.

About the Role

As the General Manager, you'll be a hands-on leader at the heart of the action, ensuring the park runs smoothly, safely, and delivers an outstanding guest experience from open to close.

Your day-to-day will include:

• Leading operational setups and daily open/close procedures
• Supporting and motivating a dynamic team to deliver 5-star service
• Managing on-the-ground health and safety to keep staff and guests secure
• Handling real-time guest feedback and turning issues into wins

Contributing ideas to improve the park experience and daily operations

Main Duties & Responsibilities

People Management

• Recruit, train, and lead a high-performing, customer-focused team.
• Conduct inductions, probation reviews, appraisals, and team meetings.
• Manage staff performance, including training, development, and disciplinary procedures.
• Create rotas and maintain records for attendance, absence, holidays, and hours worked.
• Foster a positive and motivated team culture through engagement and recognition.
• Conduct exit interviews and gather feedback to support continuous improvement.

Operations

• Oversee the smooth day-to-day running of all Gripped activities.
• Ensure an exceptional visitor experience by maintaining high standards across all touchpoints.
• Maintain equipment, safety records, and operational logs to ensure everything is fully compliant and functional.
• Collaborate closely with Hobbledown West London leadership to align on shared goals and support cross-site initiatives.
• Proactively seek solutions to problems or issues that may arise.

Health & Safety

• Maintain a strong, proactive safety culture for both team members and guests.
• Ensure full compliance with all health & safety legislation, internal policies, and procedures.
• Keep risk assessments, rescue procedures, and training records current.
• Deliver regular safety briefings, scenario practices, and rescues in line with company standards.
• Undertake regular observations, audits and spot checks to ensure that the team are following H&S Safe Systems of Work.
• Ensure site, equipment, PPE, and infrastructure are regularly checked, serviced, and documented.
• Monitor and enforce safety procedures, including participant disclaimers and pre-activity briefings.

Finance & Commercial

• Support annual budgeting and manage day-to-day financial operations.
• Monitor revenue and cost lines, identifying opportunities to increase profitability and operational efficiency.
• Manage staffing budgets, purchasing, and cash handling in line with company procedures.
• Ensure timely reporting, expense tracking, and compliance with financial protocols.
• Take ownership of commercial performance, driving growth and optimising operational costs.

General Site Management

• Ensure the site operates smoothly, safely, and in line with brand and operational standards.
• Keep all administrative areas (e.g., cabin/office) organised and compliant.
• Handle banking, reporting, and correspondence promptly and accurately.
• Liaise regularly with Directors and support teams for guidance, support, and ongoing development.
• Actively contribute ideas and improvements to enhance site performance and guest satisfaction.
• Work with the contact centre to resolve any guest complaints in a timely and suitable manner.

What We're Looking For

We want someone who is:

• Up for a challenge with a strong desire to make a difference
• An experienced natural leader with experience in customer-facing environments
• Calm under pressure, with strong problem-solving skills
• Comfortable working at Height - ERCA Qualifications would be desirable
• Passionate about delivering exceptional guest service
• Safety-conscious and confident managing risk
• Proactive, reliable, and a team player

Previous experience in attractions, hospitality, or leisure industries is a plus - but what matters most is your 'can do' attitude, energy, and leadership skills.