Job Description

Overview

We are looking for someone who considers themselves to be driven and creative with natural business acumen and an entrepreneurial spirit.

This role will have full autonomy to manage the day to day operation of the attraction, providing strategic support to the Commercial Operations Director.

You will be expected to develop and maintain a positive working culture, which focuses on developing and training a dedicated team of people and creating an excellent customer experience.

You will also be responsible for all our food & beverage, retail and photography offerings within the experience, ensuring commercial growth across all verticals, maximising spend per head (SPH), and growing net profit.

Main Responsibilities

Leadership and development

Provide effective leadership and motivation to the Guest Experience team, which includes up to 30 positions daily. Leading on recruitment, inductions, guest service training and ongoing personal development. To proactive resolved any issues which may impact the overall experience across the attraction. To be the point of contact relating to building/attraction knowledge and help with day-to-day operations and decision making. Coordinate weekly management meetings with the venue team and create clear and concise forward-thinking objectives. Responsible for departmental Payroll and HR responsibilities using our HR software, such as managing holiday, sickness & absenteeism, 1-2-1s, probationary reviews, and appraisals.

Guest Experience

Develop guest service standards for the attraction and update and help to upskill all guest facing teams regularly in developing these standards. Deliver excellent customer service skills, and ensure commercial opportunities are maximised. Work collaboratively across all departments to share feedback and evaluate the operation on a regular basis, suggest improvement and action to resolve recurring issues. To encourage guests comments and feedback across all touch points, coordinating and responding to feedback on site and online channels.

Commercial development

Support the venue management to deliver clear training plans, allowing staff to develop sales techniques in key commercial area of the attraction. Ensure effective incentives and targets are in place to engage the team and harness positive financial results. Develop knowledge of Ticketing and EPOS Systems to ensure the venue is operating in the most effective way to support the staff delivery.

Duty Management

Act as Manager on Duty on a roto basis, taking day-to-day responsibility for all aspects of management, public and premises safety and security and all aspects of Health & Safety management. Lead the decision making process on game / attraction management, using information from across departments to have full understanding for any cancellations. Collate full and detailed reports for the reasons of cancellations, information the Senior Leadership team of the reasons for any game cancellations and share relevant reports. To always act in the best interest of the Company when actioning any cancellations.

Health & Safety

Support the Operations Manager in compiling, updating and maintaining all Health & Safety, Fire and other Premises Management and Risk Management policies and procedures. Be the point of contact and liaise with contractors to ensure site works are undertaken safely and within permitted hours. Collate and circulate venue wide Health & Safety information and documentation.

Key Performance Indicators

Effectiveness of line management, staff morale and retention Effectiveness of internal relationships and communication Success of individual projects across the Guest Experience journey Accuracy, relevance and timeliness of regular reports Guest review comments and scores Achievement of income targets Maintaining budgets and staffing costs
Job Type: Full-time

Pay: 50,000.00 per year

Benefits:

Discounted or free food Employee discount
Experience:

Duty Management: 3 years (preferred)
Licence/Certification:

Driving Licence (preferred)
Work Location: In person

Application deadline: 29/08/2025