Head of Operations

Overview:

We are seeking a commercially-minded and experienced Head of Operations to oversee the day-to-day operations for our multi site attraction. This role is crucial in ensuring operational excellence, maximising revenue, and enhancing customer experiences across all facets of our business, including Food & Beverage (F&B), retail, and attraction management. The ideal candidate will have a strong background in managing attractions, with experience in F&B and retail operations, and a focus on driving growth and profitability.

Building strong relationships of leadership internally and externally by ensuring our core values; Pioneers, Act, Trust, Hunger, Excellence, Nimble, Talent and Smart have visibility within the business.

Role and responsibilities:

Operational Strategy & Execution:

• Develop and implement operational strategies to ensure the seamless running of all aspects of the attraction, including F&B, retail, and customer services.
• Align operational activities with the company’s commercial objectives, driving efficiencies, and maximizing revenue.
• Oversee the day-to-day management of the attraction, ensuring a high standard of operational excellence and customer satisfaction.
• Leading the oversight of operations across the attractions to optimise output, which includes the development of our teams for retention and to ensure the delivery of a consistent quality product experience.

Food & Beverage and Retail Management:

• Build a relationship that has oversight of the third party managing F and B to ensure the optimization of revenue and efficiencies and that revenue targets are met.
• Ensure the retail operations deliver exceptional guest experiences while achieving financial targets.
• Implement strategies to enhance product offerings, improve service delivery, and drive sales across all secondary verticals by site team.
• Manage retail supply chain, inventory, and vendor relationships to ensure quality, consistency, and cost-effectiveness.
• Review vendor contracts, delivery and quality of customer experience and adapt and improve accordingly.

Attraction Management:

• Oversee the operational management of the attraction, ensuring all elements function efficiently and safely.
• Monitor visitor flow, ticketing, and capacity management to optimise guest experience and maximise revenue.
• Ensure all health, safety, and regulatory standards are met and maintained throughout the attraction.
• Maximise labour retention and quality through thorough training process, culture management and development opportunities.
• Review and maximise labour efficiencies, with key metrics of delivery and maximisation of team hours and investment.

Commercial Focus & Growth:

• Identify and implement new business opportunities, partnerships, and initiatives to drive growth and profitability across the attraction.
• Analyse financial and operational data to identify trends, areas for improvement, and opportunities for revenue enhancement.
• Collaborate with the marketing and sales teams to develop and execute campaigns that attract new visitors and increase repeat business.
• Work intercompany on maximising flexibility, cross department incentivisation and focus and minimise risk to business disruption.
• Work with licence and content team on business casing any key initiatives or strategies that require IP sign off.

Customer Experience & Satisfaction:

• Champion a guest-first approach across all operations, ensuring a consistently high level of customer satisfaction.
• Gather and analyse customer feedback to identify areas for improvement and implement changes to enhance the guest experience.
• Work closely with other departments to ensure a cohesive and seamless guest experience from entry to exit.
• Implement strong and effective customer recovery and best practices around conflict resolution across the business.

Budget Management & Cost Control:

• Develop and manage operational budgets, ensuring efficient allocation of resources to meet financial goals.
• Implement cost control measures across all operational areas without compromising on quality or service.
• Monitor financial performance, providing regular reports to senior management and making adjustments as necessary to stay on target.
• Continuously review, research and implement effective enterprising ideas and best practises around maximising efficiencies and cost control.

Team Leadership & Development:

• Lead, coach, and develop the operations team, fostering a culture of excellence, accountability, and continuous improvement.
• Set clear performance goals and regularly evaluate the team’s progress, providing feedback and implementing development plans as needed.
• Ensure the team is trained and equipped to deliver outstanding customer service and operational efficiency.
• Ensure KPIs are set and regularly reviewed.
• Ensure performance reviews take place and development plans are set.
• Ensure all HR and recruitment practices are legal and communicated in an effective and timely manner.
• Represent Path at key seminars, industry events and conferences as and when required - and develop and maintain good working relationships across the sector.

Health and Safety:

• Proactively support the Company’s health and safety agenda.
• Ensure all team members are aware of their Health and Safety responsibilities as required by the company Health and Safety Policy, monitor compliance with procedural requirements.
• To be aware of and comply with safe working practices as laid down under the Health and Safety policy as applicable to your place of work, including awareness of any specific hazards in your Workplace.
• Ensuring the wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory and ensure this is applied across all departments where applicable.
• Report any defects in the building, plant or equipment according to company procedures.
• Ensure that any accidents to team members, customers or visitors are reported immediately in accordance with correct procedures and ensure awareness of these procedures across the company.
• Attend Statutory Fire and any relevant Health and Safety training, be fully conversant with and abide by all rules concerning Fire and Health and Safety. Be vigilant in ensuring this is managed effectively across the operation.
• To be fully conversant with all Risk Assessments for your departments chemical and hazardous substance regulations, Fire and Bomb Procedures and ensure the team are up to date and proactively manage their responsibilities in these areas.

Experience:

• Proven track record in a senior operations role, with a focus on managing attractions, F&B, and retail operations.
• Proven track record of delivering operational excellence, driving growth, and managing large teams in a fast-paced environment.
• Experience in the entertainment, hospitality, or retail industry is highly desirable.

Skills:

• Strong leadership and team management skills, with the ability to inspire and motivate a diverse team.
• Excellent commercial acumen, with a deep understanding of how to drive revenue and profitability in an operational context.
• Outstanding organisational and problem-solving abilities, with a focus on operational efficiency and continuous improvement.
• Strong communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams.

Equal Opportunities

The Path Entertainment Group is committed to promoting equality of opportunity for all and will not discriminate against individuals on the basis of race, color, ethnicity, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, disability, religion, pregnancy, veteran status, or any other legally protected characteristic in the engagement of personnel. This commitment extends to compliance with all applicable laws and regulations, including those governing equal employment opportunities in the United States.