Operations Manager - Guest Experience

Due to the launch of our exclusive luxury VIP accommodation, further accommodation and continued improvement plans we are pleased to be recruiting an Operations Manager – Guest Experience.

Why work at Longleat?

We have a unique work environment where you can stroll around historic landscape and listed buildings as well as visit Koalas during your lunch break.

With a core business of around 900,000 guests every year we are obviously passionate about providing immersive experiences that bring family and friends together to create memories that will last a lifetime. We have now added onsite accommodation to allow guests to enhance their visit by experiencing an amazing stay with us in a selection of exclusive luxury rural retreats nestled within the Longleat Estate, with designer interiors creating luxurious havens.

We’re a business driven by our core cultural values, which are to engage and inspire, put people first, take accountability, continuously improve and to act with integrity. We believe everyone who works at Longleat can subscribe to these values, and that they truly set us apart as a place to work.

About the team ...

The Guest experience team are committed to creating a positive, engaging atmosphere where teammates work in strong collaboration with each other, focused on providing our guests with a world class experience.

About you …

As this is a new role, as our Operations Manager – Guest Experience, you will have the freedom to drive continuous improvements in how we operate our accommodation booking and delivery, front of house and guest engagement operation. It is a key role, maximising accommodation occupancy, in ensuring all our guests have a positive and seamless experience. You will work closely with our Marketing, Events and VIP delivery teams.

What will this role entail?

Reporting to the Operations Director, you will be responsible for managing all elements of accommodation booking & delivery, Group Bookings, Education, Membership sales, Guest Services and Admissions. You will manage and develop a team of multi skilled, cross functional personnel to deliver exceptional inbound contact management, booking conversions and astonishing overnight experiences.

What you’ll do and how you will make an impact …

• Collaborate with all Support Office functions to drive effective processes, implement innovative opportunities to drive sales from inbound bookings and maximise guest service through HR, Operations, Marketing, PR, Finance, Events and Facilities.
• Maximise accommodation occupancy, revenue & yield of accommodation bookings, through rate and cost management, whilst maintaining and enhancing the guest experience.
• Manage inbound bookings to maximise the profitability and yield for VIP, Group & Schools.
• Evaluate the guest experience across all areas of Longleat, working with operational management to effect improvement.
• Working with marketing and operational teams to achieve membership sales and retention targets, launching and managing the direct debit scheme.
• Ensure the smooth daily operation and practical procedures are in place across Accommodation, Bookings, Membership, Guest Services and Admissions
• Support the development and implementation of Operational & Commercial plans to maximise profit performance, enhance the guest experience and ensure excellent guest satisfaction scores.

Why we are excited about you …

• You have managed successful inbound sales teams
• You are passionate about hospitality
• You can demonstrate what luxury hospitality and VIP experiences mean
• You can analyse commercial data with regards to revenue management

Examples of work …

• You have led an inbound sales team within an accommodation booking process
• You have managed all the touch points associated with a luxury accommodation journey at a 5 star hotel or a luxury boutique enterprise

Reasons why you should apply ..

• You are excited (as opposed to wary) to being responsible for £4million revenue stream
• You want to be a part of creating a culture within a guest experience team
• You enjoy interacting with multiple stakeholders to help you achieve your teams goals

What will I need to be considered for this vacancy?

• Minimum 5 years managerial experience of working a fast-paced accommodation, bookings and customer service environment, preferably in the attractions or hospitality sector.
• Have experience of planning, developing, and implementing new initiatives to drive sales and the overall guest experience
• Passionate about guest service and always creating the best guest experience
• A strong level of written and spoken English
• Be organised, with the ability to manage own time and prioritise tasks correctly
• Strong business and organisational skills
• Strong problem solving through ability to diagnose and implement solutions
• Ability to work calmly, independently, and proactively using initiative in a high-pressure environment

What will I receive in return?

As our Operations Manager – Guest Experience, you will receive a salary of between £45,000 and £52,000 in addition to a range of attractive benefits.

You’ll be employed on a permanent 40 hour contract, working 5 days out of 7, including weekends, evening and bank holidays as required. Earliest start time from 8am, and latest finish time up to 8pm, varying in accordance with opening times.

Location: Longleat (Warminster, Wiltshire)

Does this sound like it was written for you? Excellent! Please apply and let’s explore this together.

All applications to be submitted online, and strictly no agency calls or agency CV submissions.

We reserve the right to close this advertisement early if enough suitable applicants are received.