Head of Operations and Visitor experience - Discover Limerick

Head of Operations and Visitor Experience – DISCOVER LIMERICK

 Making sure Limericks Visitor Attractions operate efficiently and generate a high-quality visitor experience is a big responsibility, so we are looking for up-for it, ahead-of-the-game, do-it-better ‘visitor experience’ professionals who have gained proven experience in a similar role.

 You will join the Senior Management Team at Discover Limerick as a motivating and ambitious leader. You truly understand the value of fresh ideas and have developed a passion for people management. It’s about strategic-thinking, bar-raising, problem-solving managers who can inspire everyone to be high achievers.

 The Head of Operations & Visitor Experience is responsible for overseeing the daily operations with full business unit management of up to 5 sites and 60+ staff. We are looking for a sharp, methodical, hands-on individual with significant attention to detail to drive consistency and standards. You will drive structure within our operations and visitor experience, with a thorough oversight on compliance, bringing clear planning to streamline and simplify operations and standards across all sites.

-      5/7 roster including onsite cover for Site Management leave.

Based in Adare Heritage Centre initially with satellite desks in Shared Services and King Johns Castle

 Key Responsibilities

·        Strategic Planning and Execution

·        Process Improvement

·        Team Leadership and Development

·        Revenue & Funding Development & Budget Management

·        Stakeholder, Vendor and Supplier Management

·        Performance Metrics and Reporting

·        Compliance and Risk Management

·        Development of Capital, Systems and Operations

·        Programming/Events/Visitor Experience Development

To Be Successful In This Role, You Will Need

• High energy, enthusiasm and passionate about delivering outstanding visitor experiences.
• This is a busy role requiring the person to be highly organised, resourceful, hands on and passionate about people. Resilient and adaptable, able to thrive and make decisions in a fast-paced and dynamic environment.

·        Experience of leading and managing a large high-performance team of permanent, part time and seasonal staff to deliver strong customer services standards. Strong leadership and people management skills

·        Strong financial and commercial acumen

·        Significant experience/track record in customer service, hospitality, event and operations experience in a similar industry.

·        Applicant will require current legal status to live and work in Ireland as Work Permit Sponsorship is not available for this role

In 30 days, you will have;

·        Implemented strong and consistent ways of working with the managers/supervisors for each of the sites, with strong levels of oversight and regular feedback.

·        You will have a clear plan on implementing standardisation of operations across all the sites.

·        You will have rolled up your sleeves and spent a significant amount of time on the ground at site level and have assessed internal operating practices, understanding the SWOT of operations, compliance, visitor experience and staff capabilities/capacity.

  In 60 days, you will have;

·        A clear view on staff structure and a view on how to create a ‘one team’ approach with staff flexibility across sites, with a gap analysis and affordability exercise.

·        A clear understanding of the commerciality and performance of various sections of each site and business unit performance.

·        Taken part in Capital and Operational development of Adare Heritage Centre from menu development to operational planning and capital upgrade facilitation.

·        Established clear ways of working with the Shared Services and Senior Management team.

  In 90 days, you will have;

·        Commenced standardisation of process and procedures across all sites.

·        Prepared a staff development plan and training programme that you will implement as the trainer across the business to raise customer service levels, upskill and develop consistency of standards.

·        Commenced three internal projects on weak function areas to tackle poor business performance and operations.

·        A phased operational and human resources project plan to support Adare Heritage Centre as it goes through key upgrades and prepares for the Ryder Cup 2027.

·        Taken the lead on visitor experience development starting with programming and event development, building on programming to date.

·        Led out on some initial funding applications for programme and educational development.

For further details and to apply please forward a current Resume richard@rlconsult.com

Include details for 2 Professional Referees we can contact on your behalf