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Head of Operations

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York, United Kingdom Castle Howard 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**:

- **Visitor Experience**: Champion and deliver exceptional customer service with clearly defined standards. Ensure all visitors including 20,000 members have an unforgettable visitor experience. Use data to create staffing models and operational plans based on visitor numbers and flow.
- **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.
- **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 Programming**: Play an integral role in delivering the award-winning Christmas programming, attracting over 90,000 visitors.

**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
- 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

**Application Instructions**: To apply, please submit your CV and a cover letter stating your desired salary

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.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Company pension
- Employee discount
- Free flu jabs
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Store discount

Schedule:

- Weekend availability

Ability to commute/relocate:

- York: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

- Are you willing to work at least two weekends per month?

**Experience**:

- tourism, leisure, attraction, or heritage industries: 1 year (preferred)
- Operational and Event management: 1 year (preferred)

Licence/Certification:

- Driving (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Expected start date: 01/09/2024