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COMMERCIAL VISITOR OPERATIONS MANAGER PERSON SPECIFICATION TYPE ESSENTIAL DESIRABLE Knowledge of local tourism markets and trends. Degree (or equivalent experience) in business Awareness of accessibility, inclusion, and management, hospitality, tourism, or a related audience development principles. field. First aid qualification, or willingness to be trained. Strong understanding of commercial drivers in a Personal licence, or willingness to be trained. visitor attraction or similar setting. QUALIFICATIONS & Knowledge of health and safety, compliance, KNOWLEDGE and operational best practices. Understanding of customer service standards and visitor engagement strategies. A full UK driving license and access to own vehicle for work use. Experience in multi-income stream environments Proven experience in a commercial or (ticketing, retail, food & beverage, events). operational management role within a visitor- Experience working in a cultural, heritage, or tourism focused environment (e.g. attractions, heritage setting. sites, retail, hospitality, or leisure). Experience with EPOS systems, ticketing platforms, Demonstrable experience of driving revenue or CRM systems. growth and achieving financial targets. Experience managing outsourced service and EXPERIENCE Experience managing teams, including facilities providers. recruitment, training, and performance management. Track record of delivering excellent customer/visitor experiences. Experience managing budgets, stock, or retail/secondary spend operations. | TYPE | ESSENTIAL | DESIRABLE | | ---- | --------- | --------- | Strong leadership and team management skills. Marketing or sales skills, including upselling and | | Excellent communication and interpersonal | conversion strategies. | | --- | --------------------------------------------- | ------------------------------------------------- | | | skills. | Ability to interpret visitor data and feedback to | | | Commercial acumen with the ability to analyse | drive improvements. | data and make informed decisions. Business standard written and verbal | | Highly organised with the ability to manage | communication. | | ------ | ------------------------------------------- | -------------- | | SKILLS | multiple priorities. | | Problem-solving skills and the ability to make decisions and manage staff in live environments. Ability to deliver high standards of presentation and visitor experience. Confident IT skills, with proficiency in Microsoft Office 365. Customer-focused with a passion for delivering outstanding visitor experiences. Proactive, self-motivated, and results-driven. Flexible and adaptable approach to work. Strong attention to detail and commitment to quality. | ATTRIBUTES | Collaborative team player with a positive | | | ---------- | ----------------------------------------- | --- | attitude. Willingness to work weekends, evenings, and public holidays as required. Ability to be on-site and visible during operational hours. Shares the values and ethos of the PHQ charity.