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Operations Manager

Management Enquire

Type:

Full Time

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