Operations Manager Casa BACARDÍ

YOUR OPPORTUNITY
As the Casa BACARDÍ Operation Manager, you will leverage your ability to think big as how you can ignite Casa BACARDÍ Experience and drive Consumer engagement. You will lead the Brand Home operation team and drive commercial growth, financial performance, operational excellence and an exceptional consumer experience. You will contribute to ensure Casa BACARDÍ continues to evolve as a leading consumer, tourism, trade and brand experience destination.
ABOUT YOU
Do you want to be part of a company that thinks being part of a family that exhibits a fearless and founder’s mentality? A company that values collaboration, teamwork and celebrating success?
Do you thrive in a fast-paced environment? If yes to these questions, we want you to be our Operations Manager for the BACARDÍ Brand Home.
RESPONSIBILITIES - WITH OUR CONSUMER AT THE HEART YOUR KEY FOCUS WILL BE:
Attraction & Engagement
Oversee daily Visitor Center operations, including all aspects of visit: experiential, operational, retail, bar, finance and supporting IT systems.
Responsible for the smooth operational management of the site ensuring the highest possible standards of service, security, cleanliness, and appearance throughout the attraction – to a quality befitting the brand standards.
Ensure all departments are working together to provide smooth and efficient operation for all visitors, employees, and other stakeholders.
Ensure visitor satisfaction is maintained by ensuring that the experience includes high quality, efficient, courteous, and helpful service to visitors and customers in all areas.
Plans and manage all staff training and customer service expectations, including training system and maintaining the quality levels required.
Have a fundamental understanding of the key importance of excellence in customer experience and hospitality.
Maintain a strong TripAdvisor minimum score of 4.5.
Incorporate leading edge technologies.
Represent Casa BACARDI at trade events, local sponsorship/community events and other offsite events requiring presence.
Operations Management
Oversee ongoing development, implementation of all operational systems for the Visitor Center.
Directly responsible for overseeing the Managers on Duty (MOD) (each with a different core focus), and their associated staff.
Supervise the Managers on Duty team, oversee production of the daily rundown, and ensure that adequate staff are available to oversee the smooth and safe operation of the Brand Home.
Ensure all staff are ‘on brand’ i.e. clean, tidy and wearing correct full uniform where applicable and ensure all are portraying the correct public image that is expected of employees and ambassadors of BACARDÍ.
Responsible for the recruitment, on boarding, motivation, training, and appraisal of members of the Brand Home team.
Ensure that onboarding and training programs are in place to enable staff to complete their jobs properly.
Carry out disciplinary measures within company guidelines and those of appropriate employment legislation in accordance with HR team.
Work along the Administration and HR team to ensure that accurate staff records are kept up to date.
Ensure that the site is ready for business prior to opening before the required time. Checking all public and staff areas and taking appropriate action that is required to ensure both public and staff safety.
Develop and keep updated SOPs to ensure operational efficiency and standardized process in place.
Monitor and assess the smooth operation of the Brand Home parking, access, lighting, responsible use, and general upkeep.
Oversee and be ready to react to general emergencies, first aid, fire, and intruder alarms, liaise with emergency services as required.
Maintain high standards of cleanliness throughout the site by conducting regular floor and site wide Visitor Center checks.
See too customer complaints and ensure the issues was resolved.
Develop opportunities for recycling waste and the use of sustainable material and generally operating in an environmentally sustainable way.
Responsible for the provision and the supervision of stringent operational systems required to ensure an efficient, safe and profitable operation of the business.
Responsible for the development, the application and adherence to all policies and procedures contained with the site Operations Manual.
Responsible for all stock on-site, and systems of management thereof.
Ensure that all areas are adequately staffed, liaising with the appropriate manager/supervisor as required.
Direct liaison with Operations to ensure shared services are provided.
Oversee the IFM (Integrated Facility Management) services for Casa BACARDÍ.
Remain on site or be contactable throughout the MOD shift, liaising with other managers in the event of unavoidable departure.
Manage emergencies which fall outside normal working hours, where the Operations Manager will be expected to be on call.
Responsible for the welfare of all the staff and ensuring that each employee is treated in a fair and just manner.
Ensure that all areas of the Brand Home are secured.
Fiscal Management
Financial Management of operating budget, including tracking & monitoring, and reporting to the General Manager regularly, as well as monthly site reporting.
Responsible for the operation of effective cost control measures and to ensure the maximum profitability from all sources of income – tour admissions, shop, events, ticket sales etc.
Oversee all daily cash and banking responsibilities and systems of accountability (daily floats, safe checks, etc.).
Handle all weekly and monthly reporting in line with company policy.
Support Senior Finance Manager for the creation of all operational budgets and inform any significant change to plan.
Suggest, develop, and implement new onsite revenue driving initiatives.
Compliance and Protection
Support EHS to ensure that the Brand Home complies with all corporate governance and EHS licensing legislation.
Support EHS to ensure the Brand Home operates within internal Bacardi guidelines, and Health & Safety systems/protocol.
Oversee, and supervise all alcohol sales and sampling to support Bacardi’s strong stance to the responsible consumption of alcohol.
Ensure that any incident is reported to Security and is recorded.
Support EHS in the coordination of staff training for fire evacuation takes place.
Work with EHS to ensure that all staff Health and Safety training and recording is kept up to date.
Ensure that the Brand Home SOPs (Standard Operating Procedures) are read, understood, and signed by all members of staff and kept in personnel files. Ensure that all staff are trained to conduct their jobs in a safe manner.
Ensure that all aspects of the ADA (Americans with Disabilities Act) are adhered to so that the site and offer is accessible to all.
Work with EHS team to ensure that all statutory notices are well sited. (For example, Employers Liability, Fire Notice, OSHA/Health & Safety Policy, First Aid Notices, MDSS etc.)
Work with EHS to ensure that the current risk assessments are in place and fire certificate stipulations and recommendations are implemented.
Work with EHS, HR, and Finance to ensure that all relevant certification and documentation is in place and displayed where necessary.
Work with Operations to ensure the building is maintained in a safe, presentable, and well-maintained condition.
General duties
Oversee the day to day running / operations of the Brand Home, during opening hours, and out of hours in emergencies or as required.
In the absence of the brand home General Manager the Operations Manager will cover the additional duties/responsibilities, leading the site, overseeing Sales and Marketing activities and be the single point of contact, managing relationship with BACARDÍ Brand team and Bacardi corporate team.
Contribute to the ongoing site development plan – assisting with CapEx developments on the ground.
To assist the other Managers with the organization and smooth operation of any functions or events taking place within the business.
Establish and maintain relationships with key stakeholders of the Company.
To do any other reasonable duty as required by the General Manager, in accordance with the needs of the business.
Embrace new initiatives and lines of business, driving to profitable implementation.
SKILLS - THE SKILLS AND EXPERIENCE NEEDED TO CREATE YOUR LEGACY
Experience in Hospitality Ad