Head of Visitor Experience & Operations

Calanais; Callanish; On-site; GBP 36,000 - 40,000; Full time

Job summary

Calanais Visitor Centre in the United Kingdom is seeking a proactive Visitor Operations Manager to lead day-to-day delivery of an exceptional visitor experience. You will manage admissions, retail and catering, align staff rotas with budget, and drive world-class service at an internationally significant site.

Reporting to the General Manager, you will develop KPI-driven performance, maintain safety standards, and collaborate with heritage teams and partners to deliver memorable experiences

Qualifications

• At least 3 years’ experience in hospitality, tourism management, retail, or visitor/customer services in supervisory roles.
• Excellent customer service skills.
• Track record of achieving sales targets, team sales goals and KPIs.
• Ability to work calmly under pressure in a fast-paced environment.
• Proven experience in staff supervision and line management responsibilities.
• Strong organizational skills and analytical abilities.
• Excellent communication skills.
• Comfortable with admissions and ticketing systems.
• Experience in budget management.
• Proven experience working to risk assessments and managing visitor safety.

Responsibilities

• Recruit,train and supervise the visitor services team covering admissions, retail and catering.
• Develop team rotas aligning with budget and operational needs.
• Prepare payroll information for team members for Payroll.
• Foster a culture of care, kindness and professionalism within the team.
• Line management responsibility for the Visitor Services Assistants, Food and Beverage Supervisor and Food and Beverage Assistants.
• Line management including development reviews and regular catch ups.
• Supervise the visitor services team to undertake daily reconciliation for banking.
• Deliver regular training sessions to develop the visitor services team.
• Oversee daily operations including admissions, ticketing, catering, retail and function suite hire.
• Oversee the front-of-house food and beverage offer, ensuring service runs smoothly and hygiene standards.
• Provide a welcoming environment and world-class customer service.
• Respond promptly to visitor feedback, inquiries, complaints and compliments.
• Maintain and use the back of house EPOS system effectively.
• Work with Heritage Team to enhance visitor satisfaction and engagement.
• Liaise with stakeholders, partners and suppliers for excellent service.
• Create and maintain a safe, welcoming environment and escalate building issues.
• Support frontline operations during peak times and major events.
• Adhere to site risk assessments and ensure safety for staff and visitors.
• Represent Calanais Visitor Centre at events.
• Undertake first aid and fire marshal responsibilities.

Skills

3+ years experience in hospitality and

Tools

Admissions & ticketing systems

Job description

Calanais Visitor Centre in the United Kingdom is seeking a proactive Visitor Operations Manager to lead day-to-day delivery of an exceptional visitor experience. You will manage admissions, retail and catering, align staff rotas with budget, and drive world-class service at an internationally significant site.

Reporting to the General Manager, you will develop KPI-driven performance, maintain safety standards, and collaborate with heritage teams and partners to deliver memorable experiences