Associate Director of Visitor Operations

6 months ago

Durham, United Kingdom The Auckland Project Full time

**The Auckland Project**

At the heart of our sites is St Peter’s Chapel, in Auckland Castle: the home of the Prince Bishops, and the historic seat of faith and power in the North of England. The experience across our sites is deeply linked to those two themes of faith and power - they are repeated throughout the Castle and Faith Museum, the Mining Art Gallery and the Spanish Gallery. The collection of our venues, spaces and places invite conversations about belonging, faith, loss, sacrifice, community, love and creativity. We would like our guests to explore: to discover things about our town, our country and their own lives. We want to create memorable and transformative encounters - and need your help to do so.

**The role purpose**

We want everyone who comes to visit our sites to have a meaningful and joyful experience.

Eliciting curiosity and inviting discovery are two themes which run throughout our guest experience. We would like our guests to explore: to discover things about our town, our country and their own lives. In order to do that, we need to take good care of them, and of the historic places and spaces they visit.

We are looking for someone to lead our Visitor Operations functions at The Auckland Project, overseeing visitor services, events, accommodation, food and beverage, and retail. In order to do so, both the processes that are used and the culture adopted, need a guest-focussed approach.

**Context**

Reporting into the Chief Operating Officer, the post holder will develop and lead all visitor services related departments under a new remit, which includes the management of large commercial events: The following visitor attractions, restaurants and events are a priority:

- Visitor attractions (Auckland Palace and Gardens, Faith Museum, Spanish Gallery, Mining Art Gallery)
- Restaurants (El Castillo, Bishop’s Kitchen)
- Events (AGLOW winter light trail, Easter, Summer Concerts, Autumn/Halloween)
- Retail (4 gift shops spread across the visitor attractions)
- A portfolio of short-term holiday lets

The role will suit someone who can get to grips with the challenges and opportunities of creating town-wide change through the creation of a visitor destination and is able to help the team through a time of transition, into a cohesive, enthusiastic and guest-focussed group. You will need to be an articulate communicator, both verbal and written, with strong leadership and management skills, capable of building confidence in colleagues and partners at all levels internally and externally. You will also need the ability of looking at complex data and simplifying processes, agreements and relationship in order to build an efficient enterprise.

We are looking for a leader who is strategic and hands-on; who can think and adapt to different situations quickly, and who is able to communicate calmly in frequently changing situations. The responsibilities of the role are broad and involve moving rapidly between planning for the future and managing in the everyday.

Effective negotiation and liaison with third parties and other departments across the organisation is paramount, involving direct working with the Associate Directors of Heritage & Engagement and Marketing & Communications.

**Key Responsibilities**

Your responsibilities as our Associate Director of Visitor Operations will include:
**Day to day operations**
- Lead and ensure the smooth, efficient running of all visitor operations and logistics. This includes the opening and closing of venues, the delivery of excellent presentation and customer service standards, health and safety, emergency management, visitor flow and support for the delivery of third-party and/or special events
- Ensure that the on-going design and delivery of training on all the above is taking place with staff and volunteers (dependent on their role)
- Collaborate closely with our Facilities team to ensure the effective delivery of buildings related services, including site maintenance and cleaning
- Ensure that we are collecting, using and reporting on the right data
- Continually monitor and evaluate the operational standards and identify ways in which we can improve the guest experience
- Ensure that staff and volunteers are kept up-to-date with appropriate and timely communication.
- Work with the Hospitality Manager, Visitor Operations Manager, Head Chef, Retail and the Events teams to ensure excellent standards which reflect The Auckland Project brand and spirit.

**Developing our offer**
- Inspire and work with your teams and the other Associate Directors to identify and solve barriers to visiting and repeat visits
- Inspire and work with your teams to identify and develop events and hospitality opportunities in all the venues
- Work with your teams and other Associate Directors to identify and build the business case for the development and implementation of critical training, systems and tools that will support cost-effective improvement to our guest e

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