Our client, Jersey War Tunnels have an exciting opportunity for an Operations 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 their 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 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)
For further information, or to apply for this role please email your CV and a covering letter to: [email protected]