Operations Manager

1 day ago

Warminster, United Kingdom Alexander Mae (Bristol) Ltd Full time

**The Company**:
Our client is an innovative and pioneering organisation with a distinctive heritage. Their guests receive a unique experience when they visit and they rely on talented people who are able to demonstrate exceptional technical skills and who want to excelin their role with them.

**The Job**:
On their behalf, we are seeking an Operation Manager.In this role you will have a strong focus on providing the best possible guest experience through thorough health & safety procedures, training and documentation, exceptional customer service at everytouch point.Mentoring and developing team members as part of the operations succession plan.

Responsibilities will include:

- Support the development and implementation of Operational Plans to maximise profit performance, enhance the guest experience and ensure excellent guest satisfaction scores.
- Evaluate the guest experience across all areas working with operational management to effect improvement.
- Monitor quality standards and procedures directly linked to guest experience.
- Ensure the smooth daily operation and practical procedures are in place
- Support the development and implementation of our Guest Service training programme to enhance the guest experience and ensure excellent guest satisfaction scores.
- To manage responses to guest enquiries or complaints received across social media platforms.
- Ensure full H&S compliance for all areas
- Duty Management duty for full site, on rota basis.
- Develop and oversee guest feedback and/or complaints procedure.
- Actively interact with guests, providing assistance and responding to escalated enquires and complaints
- Work with Marketing to establish a range of guest communication channels ensuring all are used effectively and appropriately.
- To produce reports based on guest feedback, identifying trends and communicate to management.
- Train and develop team in line with agreed standards and processes to ensure high levels of customer service across all areas of responsibility.
- Responsible for all controllable costs and managing operational costs in line with budget.

**The Person**:
For this role our client is looking for someone who has experience in managing a team in a fast paced customer service environment.
- Experience in a visitor attraction environment or customer services function.
- Strong organisational and decision making skills
- People management and development
- Data collection, analysis and reporting
- Good organisational and time management skills
- Excellent interpersonal skills
- Flexibility and adaptability to juggle a range of different tasks and to work extra hours to meet deadlines.
- Full UK Driving Licence

**The Location**:
**Warminster, Wiltshire**

**The Salary**:
**C£35,000**

**The Benefits**
- 29 days holiday inclusive of bank holidays rising to 31 days after 5 years
- Complimentary tickets
- 50% off annual passes for your Friends and Family, free entry for yourself.
- Discounts on food and beverages and retail merchandise
- 20% off VIP Experiences, 10% off Accommodation
- Company Pension
- Life assurance cover

**The Hours**:
You’ll be employed on a permanent 40 hour contract, working 5 days out of 7, including weekends, evening and bank holidays as required. Earliest start time 8am, latest finish time 8pm varying in accordance with opening times.

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