Head of Operations

2 weeks ago

York North Yorkshire, United Kingdom Castle Howard Estate Ltd Full time

Head of Operations

Location: Castle Howard, near York, North Yorkshire

Castle Howard, a diverse working rural estate and award-winning visitor attraction, is seeking an experienced and dynamic Head of Operations. Built over 300 years ago, Castle Howard remains a family home and welcomes over 250,000 visitors annually. The estate features a variety of attractions including a house and gardens, a changing programme of events, two gift shops, a farm shop, a garden centre, four cafés, and wider estate businesses such as farming, forestry, let property, and a holiday park. It is also available for private hire for weddings and corporate functions.

Our Purpose: To nurture and share Castle Howard for the benefit of current and future generations, the environment, and communities.

Job Purpose: The Head of Operations will report to the Visitor Attraction Director and will have direct line management responsibility for several key areas: House Operations, Tour Guides, Chaperones, Caretaking, Facilities, Security, Events, Car Park management, and the Kelly Car Land Train and Dame Boat Team.

Key Responsibilities:

  • Exceptional Guest Experience: Champion and deliver exceptional customer service with clearly defined standards. Ensure all visitors including 20,000 members have an unforgettable visitor experience.
  • Data driven approach: Use data to create staffing models and operational plans based on visitor numbers and flow.
  • Robust Health & Safety: Co-chair the monthly Health & Safety meetings, lead on H&S policies, compliance, legislation, risk assessment, and incident reporting.
  • Security: Develop and implement the estate's security strategy, overseeing the in-house team and collaborating with external contract providers.
  • Championing Volunteering: Support the Volunteer Manager and interact daily with over 200+ volunteers who are fundamental in our day-to-day operations.
  • Event Management: Work with the Event Manager and in-house teams to deliver bespoke events within the House and Grounds. Partner with external consultants for third-party events, exclusive weddings, parties, and large filming projects.
  • Christmas Programme Delivery: Play an integral role in delivering the award-winning Christmas season of events, attracting over 90,000 visitors.
  • Budget control: ensure all teams are managing budgets effectively and work to find efficiencies across the visitor attraction operation.

Person Specification:

Attitude and Approach:

  • Hands-on and proactive with a can-do attitude
  • Highly visible and active in operations
  • Enthusiastic, energetic, and persuasive
  • Creative thinker, able to think outside the box
  • Team player striving for excellence

Experience and Skills:

  • Leadership experience in the tourism, leisure, attraction, or heritage industries
  • Commercial experience, especially in budgeting and workforce management
  • Excellent leadership, influencing, interpersonal, and communication skills
  • Operational and Event management skills and experience

Essential Qualifications:

  • IOSH/Health & Safety Qualification
  • First Aid certification

Other Requirements:

  • Valid driving licence
  • Willingness to work at least two weekends per month

Salary: Dependent on experience. Please specify your desired salary package in your application.

Application Instructions: To apply, please submit your CV and a cover letter stating your desired salary package to Chris Convery (Head of People) cconvery@castlehoward.co.uk

Please note this vacancy may close at any time once sufficient applications have been received. Early submission of your application is therefore encouraged.

Castle Howard is committed to nurturing and sharing its heritage for the benefit of future generations, the environment, and the community. Join us in maintaining the excellence and charm of this historic estate while delivering an unforgettable visitor experience.

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