VISITOR OPERATIONS &COMMERCIAL MANAGERJOB DESCRIPTION

PURPOSE

Reporting to the Operations Director, this post will be responsible for delivering an exceptional visitor experience at Portsmouth Historic Quarter. The role oversees the day-today operation of visitor services, retail, catering liaison, site security, site presentation and safety, ensuring that every visitor receives a welcoming, engaging and memorable experience.

THE VISITOR OPERATIONS MANAGER LINE MANAGES THE FOLLOWING STAFF:

Visitor Operations Assistant

Visitor Hosts

Operations Assistant (Events Security and Compliance)

DUTIES

VISITOR OPERATIONS

1. Responsibility for the day to day running of PHQ exhibitions and visitor activity, in Boathouse 4 and other PHQ areas. Lead the delivery of a high-quality visitor experience that reflects the values of PHQ, monitor feedback and implement improvements to enhance satisfaction and engagement.

2. Act as Duty Manager when required and lead responses to incidents. Ensure smooth opening and closing procedures. Coordinate operational requirements for events, activities and exhibitions.

3. Work with the Boathouse 4 Workshop Manager and the Volunteer Coordinator to make Boathouse 4 accessible to the public in a safe and engaging way that enriches the visitor experience.

4. Manage a team of Visitor Hosts to deliver excellent visitor engagement and to actively sell retail products and PHQ tickets including exhibitions, boat trips and boat charters. Ensure rotas and staƯing plans provide appropriate coverage during peak and oƯ-peak periods.

5. Work with marketing, events and maritime operations colleagues to develop and deliver events showcasing PHQ, these include Pontoon Open Weekends and other events on and oƯ site.

6. With the Visitor Operations Assistant, manage a team of Visitor Welcome Volunteers, assist in their training and daily management, to ensure they are oƯering a warm

welcome to visitors to both Boathouse 4 and the wider dockyard, proactively engaging with visitors and assisting in directing them around the site.

7. Working with the Visitor Operations Assistant, develop a programme of free activities for families during school holidays to help them to engage with the collections and stories of Boathouse 4, and other PHQ areas.

8. Be the daily contact for the outsourced facilities management activity (cleaning and hygienic waste) for the Historic Dockyard and Car Park site. Monitor the standards of cleaning and take action to improve if necessary.

9. Undertake ad hoc vehicle escorƟng through the Naval Base in support of visitor and commercial operaƟons acƟvity.

COMMERCIAL OPERATIONS

10. Work with the Operations Director to develop and deliver a commercial strategy to maximise revenue across retail, catering and PHQ ticketing.

11. Assist the Operations Director in developing the retail oƯer to include a wider range of products that are aligned with our visitor profile and diƯering parts of the PHQ visitor oƯer.

12. Oversee the eƯicient and profitable running of PHQ’s commercial visitor facing operations and those operated by external concerns, including Harbour Tours, and Mast Pond Operators.

13. Be the daily contact for the catering providers on site, monitor their standards of operation and presentation across all the PHQ catering outlets on site. Lead regular contractor review meetings.

14. Contribute to the development and delivery of the PHQ charter business, using our collection of operational historic vessels.

SECURITY AND SITE LICENCE

15. Work with the Operations Director to ensure security plans and procedures are kept up to date, assist in implementing security measures across the Historic Quarter to ensure the site remains compliant and adhering to best practice for security and counterterrorism.

16. Undergo Personal Licence training and become the Designated Premises Supervisor on the Premises Licence for the Historic Dockyard, which is held by PHQ.

17. Manage the Operations Assistant (Events Security and Compliance). Work with them to ensure adherence to licensing laws across the dockyard, including other stakeholders and partners on site.

pHQ

18. Support the Operations Assistant (Events Security and Compliance) in their work arranging security for any out of hours events across the site, manage the contract with the security provider, monitoring the standards of the service they provide.

BUDGETING AND FINANCE

19. Produce and work within annual budgets, in liaison with the Operations Director.

20. Follow Trust financial procedures for seeking quotes, producing purchase orders and the processing and authorisation of invoices.

HEALTH & SAFETY

21. Actively promote and support a positive and pro-active health and safety culture across PHQ, within Boathouse 4 and to direct reports, ensuring that health and safety training and compliance is reviewed on a regular basis.

22. Work in partnership with the Health & Safety Adviser on matters relating to visitor safety, ensuring processes are in place to proactively monitor the safety of Boathouse 4, our open spaces and PHQ buildings which are accessed by the visiting public.

23. Comply with Health and Safety Policy and any health and safety instructions relating to the role or working environment.

24. Take reasonable care of own health and safety and that of others (e.g. colleagues working for or on behalf of PHQ, tenants, customers, visiting members of the public), by observing safety rules and reporting health and safety risks and hazards.

GENERAL

25. Build positive relationships with partners and stakeholders across the Historic Quarter.

26. The post-holder will require the flexibility to work hours outside of normal oƯice hours due to the nature of the post. There will be regular weekend working throughout the year.

DATA PROTECTION

27. The post-holder shall comply with PHQ’s current data protection policies and Privacy Notices when processing personal data in the course of employment; including personal data relating to any employee, worker, contractor, volunteer, customer, or supplier.

EQUALITY

28. The post holder is required to work within the Equality & Diversity Policy (and all other PHQ policies) and to take account of equality considerations within the remit of the role.