A growing visitor attraction in the heart of Stoke-on-Trent is looking for an experienced Operations Manager to take full ownership of the day‑to‑day running of the park and play a key role in shaping how the business develops as it continues to grow.
This is a highly visible, hands‑on role where you will manage teams, resolve issues, and maintain high standards across the visitor experience, while overseeing front‑of‑house operations, leading and developing a large diverse team, collaborating closely with other departments, and driving performance against key KPIs.
Key Responsibilities
* Take full ownership of the day‑to‑day operations of Peak Wildlife Park, 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 Head Keeper 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.
Key Skills and Attributes
* Proven experience in an operations management role within a visitor attraction, leisure, hospitality, or retail environment.
* Strong track record of managing teams across multiple functions or departments.
* 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.
Hours of work include Monday to Friday as well as some weekends, bank holidays and peak trading periods.
Appointment will be subject to DBS clearance, right to work checks and satisfactory references.
The role offers competitive pay up to £50,000 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.
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