Head of Visitor Servicing Operations

Head of Visitor Servicing Operations

Staffline Ireland are recruiting for a Head of Visitor Servicing Operations for a company in the leisure and tourism industry. The Head of Visitor Servicing Operations will be fully responsible for the smooth operation and management of all Visitor Servicing operations.

Responsibilities:

• Work with the Senior Management Team (SMT) to develop and deliver the visitor servicing element of the next three year strategy. 
• Manage the research, data compilation and development of the Visitor Servicing elements of the annual business and operational plans and ensuring departmental delivery of the planned outcomes alongside timely and accurate reporting as required.
• Develop and maintain strong working relationships with partners and key stakeholders.
• Responsibility for the preparation of key, strategic reports, including accurate reporting of performance against KPIs to the Board, its committees and funders, SMT and CEO on a regular basis. 
• Overall responsibility for the preparation, management and monitoring of the annual operational income and expenditure budgets, to include staff resource plans and budgets, with the Director of Finance and Corporate Services.
• Overall responsibility for all operational aspects of the Visitor Services department.
• Ensure all facilities and services run smoothly i.e. tills, digital screens, CCTV cameras and that service delivery contracts, i.e. cleaning, security and distribution, are delivered to standards required.  
• Ensure that the finance management systems within Visitor Services meet required standards including Management and control of all cash and card payment procedures across all sites.
• Overall responsibility for commercial income generation for Visitor Servicing including ticketing, retail, other commissions and services charged out at all locations. Managing existing income streams and exploring new options or initiatives where appropriate.
• Manage the sale of tour tickets and festival and event box office sales to meet annual ticketing targets, build and maintain excellent relationships with ticketing clients, and secure additional ticketing clients. 
• Support the Ticketing Supervisor to manage all reimbursements for tours and ticket sales on a monthly basis.
• Record and report the retail and ticketing income via the dashboards to enable reporting to support decision making and budget preparation.
• Establish and maintain levels of service that achieve standards of excellence in quality customer delivery. 
• Work collaboratively with the commercial partnership team in securing additional commercial income across some of the key visitor servicing platforms.
• Overall responsibility for the recruitment, management and development of your teams, undertake performance management, appraisals and identify training needs as required.  
• Responsibility for planning of staff and volunteer rotas.
• Be responsible for the training of staff to Ensure all staff receive sufficient training to enable them to deliver excellent customer service and enable the achievement of visitor services income targets.
• Any other duties role may involve.

Person Specification:

• Minimum 4 years business management experience, gained preferably in a customer facing environment OR Degree level qualification. 5 GCSE's - including English and Maths.
• Minimum 3 years' experience within the last 5 years managing staff in a customer focused environment.
• Experience of managing and leading a team to deliver excellent customer service, business and commercial targets.
• Strong Proven Track record in generating Commercial Revenue.
• Budget management experience, and other operational financial management (ie reimbursements, cash control).
• Excellent working knowledge of Microsoft packages & IT Systems
• Experience of setting up systems and processes to manage and monitor activity.
• Demonstrable experience of working with stakeholders and clients
• Experience in Health & Safety processes e.g. accident/incident reporting, Manual handling training

Desirable Criteria:

• Degree level qualification in a relevant discipline i.e. Travel and Tourism, Business Studies, Marketing, Hospitality, Leisure, Retail, Commercial etc.
• Experience in the tourism and hospitality sector.
• Experience of dealing with diverse stakeholders including funders and partners.
• Experience in driving sales in a retail environment
• Experience of ticketing/events.
• Facility management experience.
• Experience of working with senior stakeholders at management, committee and board level.

The Rewards

The successful Head of Visitor Servicing Operations will enjoy a competitive salary circa £45,124 - £47,872 depending on experience.

Location

The Head of Visitor Servicing Operations role will be based in Belfast

To be considered for this position, please forward your CV to Ross McConville at Staffline Ireland by clicking on the APPLY button on this page and attaching your CV.

The Staffline Ireland Specialist Team is a dedicated division within Staffline Ireland, focused on providing Permanent, Contract & Temporary staffing solutions across; Construction, Engineering, Accountancy & Finance, Financial Services & Insurance, Health & Safety, HR, IT, Sales & Marketing, Senior Manufacturing, Procurement & Supply Chain & Medical, Health & Social Care.