Hospitality Operations Director

Dovetail HRS; Salisbury; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Auto-enrolment pension

Complimentary tickets

Discount in bars and cafés

Flexible working patterns

Wellbeing activities

Employee Assistance Programme

Job summary

Dovetail HRS is seeking an experienced Operations Director in Salisbury to oversee premises, visitor experience at events, and support services across a multi-site arts charity. The role forms part of the Senior Management Team and supports a capital refurbishment project, contributing to the organisation's five-year strategy.

The role requires senior management experience in arts or cultural settings, with a strong focus on facilities, safety, IT, and commercial operations.

Qualifications

• Senior management experience in arts/cultural venues or visitor attractions.
• Proven ability to engage and motivate cross-functional teams.
• Strong understanding of building and facilities management.

Responsibilities

• Oversee premises and facilities operations across multiple sites.
• Direct visitor experience at events and manage commercial and public interactions.
• Lead health and safety, IT and support services in collaboration with senior management.
• Develop strategic capital plan and oversee maintenance within budget.

Skills

Leadership

Facilities management

Budgeting

Health & Safety

Stakeholder management

Education

Tools

YesPlan

SharePoint

IT management

Job description

Operations Director

£50,000

Salisbury

Permanent

This is a prominent multi-venue arts charity and cultural engine operating a diverse, multi-site portfolio in the South West. The organisation encompasses a flagship regional producing theater, a dynamic multi-disciplinary arts centre housed in a historic venue, and a high-profile annual international arts festival.

You will oversee premises and facilities operations, visitor experience at events, events management (both artistic and commercial) and support services, such as IT and health and safety across the business.

This is a key role for the organisation and will be part of the Senior Management Team to ensure the smooth running of the organisation and that key business requirements are met.

The Director will have an important role to play in supporting the Executive Director in delivering our upcoming Capital Project, ensuring that day to day operations are managed whilst we undergo major refurbishment.

This role presents an opportunity for an experienced Operations Director to join an exciting arts organisation at a time of transformation, keeping operations running and contributing to our new five-year strategy as we embark on a period of growth and change.

Key responsibilities

Premises Management:

• To develop a strategic 5-year Capital Investment Plan for both premises. To work with the Facilities Manager to ensure that all facilities and premises are maintained and operated so as to ensure the welfare of all users and to ensure all risks are managed
• To oversee the development of comprehensive risk assessments as necessary across facilities and operations.
• To oversee the development of comprehensive Operations Manuals for both premises and operations.
• To oversee the planned and reactive maintenance plan for all premises and ensure that this is delivered to budget
• To lead on the environmental sustainability plans.
• To agree maintenance and cleaning schedules with the Facilities Manager, ensuring that the premises are regularly serviced and maintained to an appropriate standard and within budget
• To oversee the procurement of all service contracts in line with the Procurement Policy including regular reviews of existing facilities' contracts, to ensure environmental responsibility and best value To work closely with the Executive Director on Capital plans to achieve greater accessibility and environmental sustainability

Commercial, Front of House and Visitor Experience:

• To oversee development of a Commercial Strategy including marketing and delivery of the strategy.
• To oversee the delivery of a high-quality visitor experience for audiences, public and commercial clients providing a safe, welcoming and inclusive environment for all
• To oversee the development of a Continuous Improvement strategy and plan to increase the quality of service
• To support the development of staff Continuous Professional Development plans to drive career development
• To oversee the provision of an appropriate duty management service maintaining public and staff safety as a priority
• To ensure the efficient and effective operational management of the commercial trading function
• In collaboration with other senior managers, to represent the business at local commercial events.

Health & Safety:

• To take joint responsibility for developing and implementing the Company's Health and Safety policy and procedures with the Production and Technical Director
• To ensure that the Company's Health and Safety policy is fully promoted within all departments and that arrangements have been made to carry out the policy
• To act upon any issues raised by staff or colleagues regarding public safety within the building
• To be responsible for the security of the premises and to be one of the designated key holders, able to respond to callouts for building related emergencies
• To maintain emergency and disaster recovery plans in collaboration with the Senior Management Team
• To ensure that all necessary Operations risk assessments are in place including fire risk assessments and evacuation procedures To hold responsibility for premises licences, fire safety and public liability

Financial and IT/Digital Infrastructure:

• To support development of budgets and oversee all relevant areas of the income and expenditure of the business (commercial income/premises overheads etc) in close cooperation with the Finance Director.
• To oversee delivery of commercial income targets
• To advise on and implement appropriate business wide systems to drive efficient operations (e.g. YesPlan and a digital maintenance tool)
• To manage the IT support company relationship as a main point of contact alongside the Head of Facilities to ensure system security and smooth operations
• To develop and maintain efficient and effective contractual arrangements with the IT Support Company, ensuring best value.
• To take lead responsibility for IT software decision making
• To support the Facilities team in overseeing the company's SharePoint platform, referring to the external IT Support Company where necessary
• To work with other departments to ensure continued integration of existing and new systems and provide support where appropriate

Management and Strategy:

• To work with all departments to ensure effective communication around operational activity
• To lead the Commercial, Front of House, and Facilities staff ensuring efficiency in all areas, providing clear direction
• To work strategically with the Senior Management team to increase organisational efficiency
• To contribute to the collective leadership of the organisation and support the development and delivery of our strategy
• To lead the development and delivery of an annual operational plan, aligned with the organisation's strategic priorities and financial targets To support major organisational initiatives including capital developments, partnerships, and new income generating activities General

General

• To always act in the best interests of the business, positively enabling delivery of our objectives and acting as an ambassador for our work
• To abide by Wiltshire Creative's policies, including the staff handbook and associated people policies, and Safeguarding, Health & Safety and Sustainability policies
• o support the work of other departments through effective collaboration when required
• To seek continuous improvement in processes, standards and knowledge
• To maximise income and minimise expenditure wherever possible To be flexible and to undertake any other reasonable duties as requested by Management.

Experience required:

• Previous senior manager experience of Operations in an arts, culture, or visitor attraction venue is ideal.
• Proven ability to engage and motivate teams across functions
• An understanding of building and facilities management
• Financially literate with budget setting and analysis experience
• Experience of strategic commercial income generation within a charitable, arts or hospitality setting
• Strong inter-personal and written communication skills
• Familiarity with current Health and Safety legislation, particularly in a public venue
• IT literate with an understanding of software and IT projects Confident in stakeholder management and able to represent the organisation publicly at network events.

Benefits:

• Auto-enrolment pension scheme through People's Pension, with 3% employer contributions based on qualifying earnings, subject to eligibility
• Complimentary tickets for in-house shows
• Invitations to press nights
• Occasional ticket offers on visiting shows
• Discount in our bars and cafés
• Opportunity for flexible working patterns
• Wellbeing activities
• Employee Assistance Programme
• A fully trained team of Mental Health First
• Aiders
• Training and development opportunities
• Cyclescheme
• Computer Scheme
• Interest-free travel season ticket loans