Job Description

Who are we?

McConnell's Distillery & Visitor Experience in North Belfast, at the historic site of the Crumlin Road Gaol. Here we hope to honour the history of Belfast's past while bringing distilling to its future, welcoming visitors from all over the world to see our state of the art Distillery and Visitor Experience. We take pride in our product, our history and our passion for distilling and we will tell everyone who comes to visit us our exciting and unique story.

Purpose of the role

The

Brand Home Operations Manager

will lead the day-to-day delivery of McConnell's Distillery Visitor Experience - placing tours, guest satisfaction, and brand storytelling at the heart of the operation. The role is central to ensuring that every visitor leaves as a true ambassador for McConnell's Irish Whisky.

With responsibility across tours, hospitality, bar, retail, and events operations, the role supports a seamless, premium visitor experience that reflects McConnell's position as a leading Belfast attraction. The Operations Manager will ensure high-performing teams, outstanding service, and operational excellence across all touchpoints, in line with the Brand Home's strategic goals.

Key Responsibilities

Visitor Experience & Tour Operations

Lead delivery of daily public and private tours, tastings, and experiences with a consistent 5-star approach. Champion the tour experience as the flagship activity of the Brand Home, ensuring it is accurate, engaging, and emotionally resonant. Monitor guest feedback (including TripAdvisor, Google Reviews, internal surveys), using insights to improve service quality and team performance. Collaborate with the General Manager and Brand Team to ensure that storytelling, heritage, and product values are consistently communicated across all experiences. Ensure all visitor-facing staff are trained to be passionate McConnell's Brand Ambassadors.

People & Team Leadership

Directly manage a team of Team Leaders/Managers and provide indirect oversight of all Visitor Experience staff. Cultivate a values-led culture focused on professionalism, warmth, attention to detail, and shared pride in the McConnell's brand. Coach and develop the team through regular feedback, training, and support. Create and manage rota plans aligned to visitor flows and events while maintaining labour efficiency.

Hospitality, Retail & Events Operations

Oversee all front-of-house operations including cafe, bar, shop, and event spaces. Ensure all areas meet premium brand standards in presentation, service, and product quality. Work collaboratively with the Events & Commercial team to deliver high-quality private hires and corporate events. Collaborate with suppliers to ensure quality product offerings and value-for-money across the food, beverage, and retail operation. Support the development, implementation, and consistent application of Standard Operating Procedures (SOPs) across all visitor-facing functions.

Financial & Commercial Management

Drive achievement of the Brand Home's operational KPIs including ticket sales, spend per head, and customer satisfaction. Report weekly and monthly performance metrics (sales, wage %, footfall, feedback scores) and recommend corrective action where needed. Support delivery of departmental sales incentives and promote upselling and guest engagement. Manage wage budgets, team scheduling, and resource planning to ensure operational efficiency. Contribute to strategic planning, revenue forecasting, and the development of business KPIs across the Brand Home. Work closely with the Operations and Marketing teams to grow McConnell's reputation as a high-end corporate and private event venue.

General Responsibilities

Ensure adherence to all licensing, food safety, H&S, and operational compliance requirements. Act as a senior duty manager and escalation point during operational hours.
Ensure all activities comply with health and safety, food safety, employment law, and licensing requirements.

Contribute to the organisation's sustainability objectives through responsible and ethical operational practices.

Position within the Organisation

Reports to: Brand Home General Manager
Member of: Brand Home Manager Leadership Team

Job Type: Full-time

Pay: 40,000.00-50,000.00 per year

Work Location: In person