Operations and Guest Experience Director

JETS - Jockeys Education & Training Scheme; Newbury; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading racecourse in Newbury seeks an Operations and Guest Experience Director to oversee operations and enhance customer experience. This pivotal role involves managing events, safety standards, and commercial development of the on-site hotel, ensuring a first-class venue for all guests.

Benefits

25 days holiday + Bank Holidays

Free annual membership to the Racecourse

Reduced rate childcare

Contributory pension scheme

Private healthcare scheme

Life assurance scheme

Discounted Health Club membership

Opportunities for training and career growth

Qualifications

• Significant depth of experience in operational planning.
• Successful track record of events delivery.
• Detailed understanding of Health and Safety management.

Responsibilities

• Oversee event and raceday operations.
• Manage Operations Manager, Hotel Manager, and QSHE Coordinator.
• Lead customer experience strategy.

Skills

Operational Planning

Event Delivery

Health and Safety Management

Communication

Job description

Operations and Guest Experience Director

Newbury Racecourse is an award-winning sporting venue with a multi-functional site playing host to more than 30 racedays a year plus a wide range of other events including concerts, conferences and exhibitions. We are also home to a 36-bedroom hotel, The Lodge and a leading children’s nursery, Rocking Horse Nursery. We have an exciting new opportunity for an experienced individual to take up the role of Operations and Guest Experience Director.

This is a pivotal appointment for a qualified and talented professional to join our leadership team and play a key role in the success of the racecourse, taking responsibility for all raceday and non-raceday operations along with commercial development of our on-site hotel. Reporting into the Chief Executive, the successful candidate will ensure delivery of a first-class venue and customer experience, whilst ensuring excellent and consistent health and safety standards.

The role will encompass full control of:

• Event and raceday operations - strategic event coordination to ensure the delivery of a safe, first
class event
• Line management of the Operations Manager, Hotel Manager and QSHE Coordinator
• Leading on our customer experience strategy
• Health and Safety, ensuring the business remains best in class and fully compliant with all
regulations and legislation
• Budget management and reporting
• Management of the following areas: Cleaning, Traffic, Stewarding and Security
• Overseeing the management and commercial development of the on-site hotel

You will need:

• Significant depth of experience and demonstrable success in operational planning
• A successful track record of events delivery within a comparable venue, with detailed knowledge
of crowd dynamics
• Detailed understanding of Health and Safety management supported by appropriate
qualifications
• Outstanding communications skills, natural ability to engage with and manage senior
stakeholders (both internal and external)
• Dynamism and presence, ability to act as an ambassador for the racecourse

In return we offer a competitive salary and attractive benefits scheme including;

• 25 days holiday per year + Bank Holidays + days in lieu for weekend racedays worked
• Free annual membership to the Racecourse
• Reduced rate childcare at the Rocking Horse Nursery on-site
• Contributory pension scheme matched up to 5%
• Private healthcare scheme
• Life assurance scheme
• Discounted Health Club membership
• Opportunities for training and career growth

Application:

To apply please email your CV and covering letter including current remuneration details to Hugh
Nickerson at Conundrum [e-mail]
All direct and third party responses will be forwarded to Conundrum.

Closing date: 12 June 2025

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