Head of Operations - Guinness World Records - London Venue, Guinness World Records

You will need to build a high performing guest focus team to ensure that the attraction run smoothly during opening hours.

What You'll Be Responsible For

Oversee all front of house operations including admissions, retail, daily duty managers
Acting as a senior duty manager, leading the venue during live trading and making key operational decisions
Ensure a welcoming and efficient arrivals experience, managing peak trading and capacity
Leading supervisors and frontline teams to deliver a high standard of service and guest experience
Supporting recruitment, onboarding and training to build a confident, engaged and high-performing team
Driving compliance across health and safety, audits and operational processes
Ensuring Standard Operating Procedures are embedded, followed and continuously improved
Oversee the attraction retail store, ensuring strong merchandising, visual standards and sales
Work closely with the Event and VIP Manager to deliver commercial events across VIP Tours, Birthdays, Corporate events and private buy outs
Lead the customer service function, monitoring guest feedback and action appropriately on guest enquiries and comments
About You

You are an experienced leader who enjoys leading teams to deliver great guest experience

You will bring:

You are an experienced leader who has experience in visitor attractions, entertainment venues and hospitality, who has proven experience in managing busy daily operations
Proven experience in managing high volume front of house teams
Strong understanding of ticketing, retail, guest experience
A solid understanding of health and safety, compliance and operational standards
Experience in duty management, making decisions in a live operational setting
The ability to organise, prioritise and remain calm under pressure
Why Join Us

This role requires flexibility across evenings, weekends and peak trading periods.