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Jersey War Tunnels – Deputy General Manager

Our client, Jersey War Tunnels have an exciting opportunity for a Deputy General Manager to join the ranks!

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, they have become a top choice for travelers from across the globe.

Proud of our commitment to excellence and customer satisfaction, they consistently attract a diverse range of visitors.

To ensure that they continue to exceed expectations and maintain their position as a leading tourist attraction, they are dedicated to ongoing investment. Their vision includes enhancing infrastructure, expanding amenities and incorporating cutting-edge technologies into the attraction to elevate the visitor experience. These investments will enable them to offer even more immersive and engaging experiences, foster sustainable practices and cater for the evolving needs and preferences of their audiences.

By prioritising innovation, sustainability and customer-centricity, they are poised to set new standards in the tourism sector. They are committed to creating unforgettable memories and fostering a deep appreciation for the incredible stories they tell.

Join them on this extraordinary journey.

Purpose of the Position:

Reporting to the GM, the role holder will be visitor facing and responsible for overseeing the day to day operations of the “Attraction” (tunnels, café, shop, escape rooms and related external areas)   The role holder will be a strong communicator with an ability to delegate responsibility and collaborate across the team leads, in support of the GM, with a driven desire to lead the JWT business to maximum productivity and efficiency.

Key Tasks and Responsibilities: 

Operational

  1. Lead and Inspire the JWT team.
  2. Exceed Guests expectations.
  3. Deputise in the absence of the GM.
  4. Oversee day to day management of operations for the Attraction, ensuring they operate to the highest of standards.
  5. Responsible for the leadership and line management of team leads and all front of house employees as directed.
  6. Responsible for ensuring adequate Rota of employees in place to meet operational requirements and any additional activities or events, to include hiring of seasonal staff as needed.
  7. Involved in guided tours of the Attraction as required.
  8. Support the management, protection and cataloguing of the JWT collection of artefacts.
  9. To be responsible 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).
  10. Responsible for the leadership and line management of team leads and all front of house employees as directed, including undertaking annual appraisals, supporting employee welfare and communications, supporting development of employees, ensuring adherence to Company policies and procedures and resolving or escalating disciplinary issues when required.
  11. Support GM as appropriate with development and implementation of all marketing/brand awareness initiatives.
  12. Monitor and resolve customer comments, ensuring they are dealt with efficiently and effectively.
  13. Support the delivery of project initiatives to enhance the exhibit and to support the development of the overall visitor experience.
  14. Responsible for the tidiness of the Attraction, including supervision of cleaning staff as required (or delegation thereof).
  15. Support any other additional duties as may reasonably be required for the role.

Financial

  1. Responsible for ensuring all financial information relating to revenue taken at the Attraction is reported correctly to the GM/Finance Team.
  2. Responsible for all cash management of float and takings for the Attraction, including adherence to the Company’s banking policy.
  3. 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.
  4. Support GM on budget controls and resource allocation plans as appropriate.

Compliance

  1. Adhere to company standards for excellence and quality.
  2. Ensure adherence (for all employees) to Company polices and resolving or escalating disciplinary issues when required.
  3. 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.
  4. Support the implementation of operational policies and procedures and ensure compliance.
  5. 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).
  6. Support the implementation of operational policies and procedures and ensure compliance.
  7. Support the ongoing maintenance of site, reporting any issues to GM.
  8. Responsible for ensuring that all aspects of hygiene, sanitization and the tidiness of the Attraction are maintained to required standards (or delegation thereof).

Knowledge and Experience Required:

 Attributes:

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 and lead teams and hold them 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 Technical/work-based skills
  • 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 and website maintenance)

For further information, or to apply for this role please email: [email protected]

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