Operations Manager
Management
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Full Description
Jersey
War Tunnels is a premier destination that has earned its reputation as the most
visited attraction in Jersey.
Offering
a captivating combination of historical education, cultural information and
exhilarating experiences, we have become a top choice for travellers from across
the globe.
Proud of
our commitment to excellence and customer satisfaction, we consistently attract
a diverse range of visitors.
To ensure
that we continue to exceed expectations and maintain our position as a leading tourist
attraction, we are dedicated to ongoing investment. Our vision includes
enhancing infrastructure, expanding amenities and incorporating cutting-edge
technologies into the attraction to elevate the visitor experience. These
investments will enable us to offer even more immersive and engaging
experiences, foster sustainable practices and cater for the evolving needs and
preferences of our audiences.
By
prioritising innovation, sustainability and customer-centricity, we are poised
to set new standards in the tourism sector. We are committed to creating
unforgettable memories and fostering a deep appreciation for the incredible
stories we tell.
Join us
on this extraordinary journey.
Purpose of the Position:
Reporting
to the GM, the role holder will be Guest facing and responsible for
overseeing the day to day operations of the “Attraction” (tunnels, shop, escape
rooms and related external areas). The role is diverse with a key focus
on all aspects of maintenance within the site and buildings, as well as playing
a key role in ensuring that high levels of guest service and satisfaction are
maintained. The role holder will be required to contribute to the
innovation and evolution of all aspects of technology, both operationally and
externally, including a focus on all aspects of Social Media and AI
innovations.
Key Tasks and
Responsibilities:
1. Operational:
Oversee day to day management of
all operations for the Attraction, working closely with business leads, to
ensure they operate to the highest of standards, to include:
Guest & Retail
Ensure that all aspects of the
operation are administered effectively, working closely with managers as
appropriate, to include:
- Reviewing and improving inventory control and stock loss
prevention
- Continual review of product range of shop, including
liaison with suppliers and external vendors
- Create stimulating displays, and support the focus on
up-selling
General Operational Management
Accountable for ensuring that:
- Sufficient staffing levels across all areas and that training
and retention of employees is maintained
- Responsible for ensuring adequate scheduling of employees
is in place to meet operational requirements and any additional activities or
events, to include support of hiring of seasonal staff as needed
- Deputise in the absence of the GM as necessary
- Responsible for ensuring adherence to Company policies and
procedures and resolving or escalating disciplinary issues when required
- To be fully accountable for the unlocking/locking of the
Attraction and all staff areas at the beginning and end of the day (or ensuring
delegation of the activity effectively)
- Responsible for the overall management, protection and
cataloguing of the JWT collection of artefacts
- Support GM as appropriate with development and
implementation of all marketing/brand awareness initiatives
- Monitor and resolve guest comments, ensuring they are
dealt with efficiently and effectively
- Responsible for the delivery of project initiatives to enhance
the exhibit and to support the development of the overall visitor experience
- Responsible for the tidiness and hygiene of the
Attraction, including supervision of cleaning staff as required (or delegation
thereof)
- Support any other additional duties as may reasonably be
required for the role
- Manage remote technologies where necessary
Food & Beverage- Working closely with the Catering Manager, to ensure
that all aspects of the operation for the café are administered effectively
Guest Experience- Working closely with the Management Team, responsible for
overseeing and enhancing the overall experience
that guests have in the attraction, ensuring a positive
interaction with the brand, whether through the café, shop or tunnels, or any
other touch point where they interact with the business
- Identify and assess guest needs to achieve
satisfaction
- Handle customer feedback, provide appropriate
solutions and alternatives within reasonable timeframes, follow up to ensure
resolution
- Work with a continuous improvement ethos, building
on guest feedback received
- Weekly review of digital feedback on Google, Tripadvisor
and Social Media
General Maintenance &
Buildings- Oversee the maintenance of the attraction including
the upkeep of offices, buildings, grounds and company vehicles
- Responsible for scheduling maintenance tasks, supervising
maintenance workers and responding to maintenance emergencies
- Support the design as relevant maintenance procedures and
ensure implementation
- Perform inspections on all facilities at regular (and
agreed) intervals, identify problems and resolving issues/make repairs,
reporting on progress to the GM as required
- Check all electrical and mechanical systems of
buildings to ensure functionality
- Manage relationships with contractors, service providers
and with the Parish
- Monitor equipment inventory and place orders when
necessary
- Keep maintenance spreadsheet up to date and report on
daily activities.
- Ensure health & safety policies are compiled to
support all facilities across the attraction.
IT & AI- Responsible for all aspects of Technology including all
hardware and software (e.g. email, internet, social media, cloud computing,
Microsoft office 365) and be able to communicate, trouble shoot and problem
solve as required
- Providing support to all employees regarding all IT
systems (hardware, telephone & connectivity) by phone, through e-mail and
remote access
- Taking incoming calls, messages, managing a digital
calendar and prioritising cloud based communications.
- Coordinating with external IT service providers
- Following up with all guests digitally to ensure that
their needs have been met
- Overseeing network infrastructure and systems
functionality
- Being responsible for device and password management
- Managing teams of technicians, system engineers and other
IT staff as required
- Responsible for Audio Guides
- Has an interest in involving technologies and AI in the
workplace
- Intermediate level in English language computing,
including keyboard skills
2. Financial:- Responsible for ensuring all financial information
relating to revenue taken at the Attraction is reported correctly to the
GM/Finance Team
- Responsible for all cash management for the Attraction, including
adherence to the Company’s banking policy, and managing third parties
- Review and report any improvements for organisational
effectiveness and support the development of processes, overseeing employees,
establishing a highly motivational work environment and implementing innovative
changes as required
- Support GM on budget controls and resource allocation
plans as appropriate
3. Compliance:
- Adhere to company standards for excellence, quality and
good governance
- Ensure adherence (for all employees) to Company polices and
support the resolving or escalating of disciplinary issues when required
- Responsible with the GM for ensuring all aspects of
Security, Health and Safety of its employees and all visitors to the site, are
managed effectively, reporting any risk and issues as required
- Support the implementation of operational policies and
procedures and ensure a high level of compliance
- Support the ongoing development and training of the team
and ensure critical refresher training is undertaken to ensure Health &
Safety policies and procedures are maintained (e.g. First Aid, Fire
Safety)
- Support the implementation of operational policies and
procedures and ensure compliance
- Support the ongoing maintenance of site, reporting any
issues to the GM
- Responsible for ensuring that all aspects of hygiene,
sanitisation and the tidiness of the Attraction are maintained to required
standards (or delegation thereof)
4. Knowledge and Experience
Required:
Qualifications & experience
- Higher Education, or substantial practical experience in a
relevant discipline
- Proven Leadership experience in a fast paced,
guest/customer facing role
- Demonstrable experience with an ability to motivate, lead
and hold teams accountable
- Proven success in an operational management role
- Working knowledge of HR processes and management of the
end to end employee life cycle (e.g. recruitment, onboarding, performance
management, disciplinary and grievance, development and training)
Knowledge & Leadership
- Commercial enterprise experience in tourism, leisure
and hospitality/retail technical/work-based skills
- Facilities management experience
- Strong working knowledge of operational procedures
- Ability to motivate and lead teams, and hold them
accountable
- Demonstrable ability to organise and prioritise multiple
tasks
- Experience in conducting performance evaluations and
support ongoing development of team
General skills- Strong decision-making ability
- Excellent communication (both written and verbal),
collaboration and delegation skills
- High level IT skills (including use of programmes such as
Microsoft Office 365 and customer related technology e.g. online
ticketing, POS, remote working and website maintenance)
A competitive benefits package and salary are offered with this position.
For further information, or to apply for this role please email your CV and a covering letter to: tom@focushrs.com
How to apply
To apply for this job please email tom@focushrs.com.
For more information please visit www.jerseywartunnels.com.
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