Welcome to the Head of Operations role at Cliffs of Moher Experience. We are seeking an experienced professional with a passion for delivering exceptional customer experiences and operational excellence. In this role, you will be responsible for providing strategic and operational management input across all areas of the visitor attraction site, ensuring that our visitors receive a world-class experience.
As Head of Operations, your key responsibilities will include:
* Coordinating all operational activity to ensure seamless delivery of services
* Communicating expectations and implementing Standard Operating Procedures and Policies to staff and managers
* Ensuring compliance with legislative standards, policies, and procedures
* Approving rosters to ensure adequate staffing
* Supervising daily rostering to ensure efficiency and accountability
* Maintaining health and safety standards for employees and visitors
* Developing and executing new products and services in collaboration with the Marketing Department
* Dealing with service licensing requests, amendments, and breaches
* Managing Operational Duty Managers, Facilities Manager, and Supervisors
* Maintaining site and facilities standards as a World Class Visitor Experience
* Reporting operational performance to the General Manager
* Onsite signage and digital signage management
* Handling customer complaints and crisis management situations
* Developing operational plans to improve overall site operations
* Establishing effective internal communications and meetings structures
* Establishing prominent visibility and involvement on-site
* Effective employee relations through open communication
* Delivering specific projects assigned from time to time
* Researching and introducing methods, products, and services to enhance service delivery
* Special projects as directed by the organization
To succeed in this role, you will have a proven track record in operational health and safety management, with at least 3 years' management experience. You will also possess relevant qualifications or experience in tourism/visitor management. Strong problem-solving skills, flexibility, and a strong work ethic are essential for success in this position.
Key competencies for this role include:
* Work-related knowledge and skills
* Delivering results and quality outcomes
* Performance through people
* Problem solving and decision making
* Personal effectiveness
* Leadership skills
We offer competitive compensation and benefits packages, opportunities for career growth and development, and a dynamic work environment. If you are a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.
The successful candidate will have the following qualifications:
* Third-level qualification in hospitality management, business, or related discipline
* Minimum of 3 years' satisfactory experience in an operational management role with demonstrable experience
* Current full class B driver's license and access to own car