Operations Manager

Recruitment Robin Ltd; Stoke-on-Trent; On-site; GBP 54,000 - 66,000; Full time

Job summary

Recruitment Robin Ltd is seeking an experienced Operations Manager to take ownership of day-to-day park operations. You will lead a front-of-house team of around 40 staff across catering and guest services and work with Operations Supervisors to shape team structure and capability.

The role requires flexibility for weekends and peak periods, with a salary up to £60,000, DBS checks, and opportunities to progress into senior leadership as the business grows.

Qualifications

• Proven experience in an operations management role within a visitor attraction, leisure, hospitality, or retail environment.
• Strong track record of leading large, multi-functional teams through managers or supervisors.
• Demonstrated ability to deliver consistently against KPIs, including guest experience and operational performance.
• Experience managing high-volume trading periods, seasonal demand, and live events.
• Strong understanding of health and safety compliance and best practice.
• Experience with budgets, cost control, and commercial reporting.
• Excellent leadership and people management skills, with the ability to motivate and develop teams.

Responsibilities

• Take full ownership of day-to-day operations, ensuring all areas are staffed, open, and operating to a high standard.
• Lead and manage a front-of-house team of approximately 40 staff across catering and guest services.
• Work closely with Operations Supervisors to develop team structure, performance, and capability.
• Collaborate effectively with the Animal Manager and wider teams to ensure smooth park operations across all departments.
• Maintain consistently high standards of guest experience, safety, and service delivery.
• Manage and resolve operational issues quickly and effectively to minimise disruption.
• Plan for seasonal peaks, busy periods, and events to ensure full operational readiness.
• Take ownership of key KPIs including guest satisfaction, complaint resolution, staff retention, health and safety compliance, operational efficiency, and revenue performance.
• Provide clear daily and weekly reporting to senior management, highlighting risks, performance, and improvements.
• Drive continuous improvement across all areas of park operations.

Skills

Operations management

Team leadership

KPI delivery

Health & safety

Budgeting

Customer experience

Event management

Job description

As the Operations Manager, your key responsibilities will be:

• Take full ownership of the day-to-day operations, ensuring all areas are fully staffed, open, and operating to a high standard.
• Lead and manage a front-of-house team of approximately 40 staff across catering and guest services.
• Work closely with Operations Supervisors to develop team structure, performance, and capability.
• Collaborate effectively with the Animal Manager and wider teams to ensure smooth park operations across all departments.
• Maintain consistently high standards of guest experience, safety, and service delivery.
• Manage and resolve operational issues quickly and effectively to minimise disruption.
• Plan for seasonal peaks, busy periods, and events to ensure full operational readiness.
• Take ownership of key KPIs including guest satisfaction, complaint resolution, staff retention, health and safety compliance, operational efficiency, and revenue performance.
• Provide clear daily and weekly reporting to senior management, highlighting risks, performance, and improvements.
• Drive continuous improvement across all areas of park operations.

The Operations Manager will have the following skills and attributes:

• Proven experience in an operations management role within a visitor attraction, leisure, hospitality, or retail environment.
• Strong track record of leading large, multi-functional teams through managers or supervisors.
• Demonstrated ability to deliver consistently against KPIs, including guest experience and operational performance.
• Experience managing high-volume trading periods, seasonal demand, and live events.
• Strong understanding of health and safety compliance and best practice.
• Experience with budgets, cost control, and commercial reporting.
• Excellent leadership and people management skills, with the ability to motivate and develop teams.

This is a full-time, permanent position requiring flexibility to work a varied schedule based on the operational needs of the business. Working hours will include weekends, bank holidays, peak trading periods, seasonal events and other times of increased visitor demand.

The role offers competitive pay up to £60,000 depending on experience, along with the opportunity to take real ownership of park operations and progress into a senior leadership position as the business grows.

Appointment will be subject to DBS clearance, right to work checks and satisfactory references.

Recruitment Robin is an equal opportunities employer. We welcome applications from suitably qualified candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

Appointments are made on merit following a fair and objective recruitment process.