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Careers at Bacardi

Casa Martini Operation Manager

Job Name

Casa Martini Operation Manager

Country:

Italy

City:

Pessione

Function:

Commercial

Reporting Line:

MARTINI Brand Homes Manager

Job type:

Full time

Lead recruiter:

Alessia Colucci

About the role

ABOUT THE ROLE
CASA MARTINI Operation Manager role is located in Pessione and is related to:
  • Manage operations and organization in respect of given annual Turn Over target, along the entire Tour path and Event life cycle
The Attraction/Engagement
  • Have a fundamental understanding of the key importance of excellence in customer experience and hospitality.
  • Oversee daily Visitor Center operations, including all aspects of visit (experiential, operational, events, retail, bistrot and supporting CM Team on delivering excellent experience)
  • Ensure the Visitor Center maintains the highest quality of cleanliness and looks the standard befitting the brand daily.
  • Maintain a strong TripAdvisor score (>4.6) and collecting feedback from review systems (CRM, Facebook/Google etc).
  • Understand and incorporate leading edge technologies as part of the experience (Sparkle) and ensuring visit path technology are always up and running or informing related vendors timely in case of any issue.
  • Working very closely under/with the ITA & Global Brand Team to stay up to date with current Brand Visual Identity/marketing platforms, and always remain ‘on brand’.

Operational Management
  • Lead staff to deliver an engaging visitor experience based on an understanding of the key audiences that visit CASA MARTINI and develop a deep affinity with the brand home in them.
  • Directly responsible for 2 direct reports (Shop Specialist and BH Ambassador) and their associated staff, plus the Host Team responsible to guide the daily tours.
  • Responsible to define weekly/monthly shift according to Consumer offering, MICE business and ADVOCACY hosted groups, managing and allocating resources and optimizing structure costs.
  • Identify potential efficiency and implement cost saving to the CM operation flow according with MARTINI BH Manager, proposing potential solution and overseeing on adopted process improvements.
  • Support the MARTINI Brand Homes Manger and MARTINI Management Team (both Market and Operation Team) as well as Bacardi Brand Home Director, as a unified company, understanding the matrix reporting line.
  • Maintain and oversee all operational systems and A/V interface for CASA MARTINI dealing with IT dep when necessary or with related vendor.

Administration Management
  • Admin Management of Structure Costs operating budget, including tracking & monitoring, and reporting to the MARTINI BH Manager regularly, as well as monthly reporting.
  • Keep maintenance cost under control and identify efficiency and potential saving and changing in the way of working, according with BH Manager.
  • Responsible for the operation of effective cost control measures to ensure the maximum profitability from all sources of income – Ticket Sales, Spirit Sales, Branded Goods, E-Shop, Bistrot, etc.
  • Proactively oversee furniture and consumable needed to run CM experience and is responsible to recurring reorder, setting minimum threshold.
  • Responsible for goods consumption declaration on corporate system.
  • Perform SAP Good Receipts timely when services are executed or purchased material is delivered.
  • Run report of corporate systems periodically and present back to BH Manager

Compliance and Protection
  • Ensure that MARTINI visitor center complies with all corporate governance and EHS licensing legislation.
  • Ensure the Visitor Center operates within internal Bacardi guidelines, and H&S systems/protocol
  • Oversee, and be the Designated Premises Supervisor for all alcohol sales and sampling, adhering to all legal recommendations by the local authority and upholding Bacardi’s strong stance to the responsible consumption of alcohol.

Other duties
  • Oversee the day to day of the Brand home, during opening hours, and also out of hours in emergencies or as required, including weekends if needed.

Responsibilities

KEY ACCOUNTABILITIES AND RESPONSIBILITIES

The Attraction/Engagement
  • Ensure visitor satisfaction is maintained at the highest possible level, by ensuring that the experience includes high quality, efficient, courteous and helpful service to visitors and customers in all areas
  • Handle all staff training and customer service expectations, including training system and maintaining quality levels required.
  • Operations Management– The management of the smooth operation of the site ensuring the highest possible standards of security, cleanliness and appearance throughout the attraction and that all departments are working together to ensure a smooth and efficient operation for all visitors, employees and other stakeholders.

Duty Management & Operational Responsibilities

Duty Management;
  • As the main operations manager for the brand home it is your responsibility to monitor existing members of the duty management teams performance as well as training any new members and to produce the duty management rotation, making sure that adequate staff are available to oversee the smooth and safe operation of the brand home at all times. Areas of responsibility within the duty management of the Visitor Center are:
  • To open the Visitor center, the Shop, the Welcome Area and visit areas at the appropriate time to allow safe staff access and preparations for the day to commence.
  • Ensure gates & doors are opened at the appropriate time for the season and business, allowing visitors safe and efficient access, monitor smooth operation, lighting, responsible use and general upkeep
  • 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.
  • Ensure that the high standard of cleanliness of buildings and the site is maintained.
  • Oversee and be ready to react to general emergencies, first aid, fire and intruder alarms, liaise with emergency services as required.
  • Deal with routine enquiries and respond to customer complaints, when the appropriate manager/department head isn’t available and ensure that a positive image of MARTINI brand remains.
  • Ensure that all areas are adequately staffed, liaising with the appropriate manager/supervisor as required.
  • Ensure all staff are ‘on brand’ ie. 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 MARTINI.
  • Ensure regular and appropriate communication between CASA MARTINI team members on operations topics.
  • Remain on site or be contactable throughout the Duty Management shift, liaising with other managers in the event of unavoidable departure.
  • To deal with emergencies which fall outside normal working hours.
  • Ensure that the daily reporting is completed at the end of trading and sent to the relevant managers/third party partners.
  • Ensure that all areas of the Visitor Center, property and money are secured correctly and safely at the end of the day, putting in place required procedure and supervising the correct and timely observation.
     
    Operational responsibilities;
  • To maintain high standards of cleanliness throughout the site by conducting regular floor and site wide Visitor Center checks and reporting back to the third-party service reference.
  • Develop opportunities for recycling waste and the use of sustainable material and generally operating in an environmentally sustainable way.
  • Ensure all cleaning materials are stored safely and that all materials are used and stored as accordance to H&S regulations. Ensure that all H&S data sheets are on file.
  • Responsible for the maintenance of operational standards, which will result in the highest quality customer satisfaction levels, ensuring the highest level of customer care at all times.
  • 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 ensuring that the business is adequately staffed in proportion with varying levels of trade throughout the year.
  • Responsible for ensuring that each employee is treated in a fair and just manner, and the welfare of all staff.
  • Responsible for all stock on-site, and systems of management thereof.

General responsibilities;
  • Assist the Brand Home Manager with the recruitment, selection, training and appraisal of all your staff (Tour Guide, Barmans, Hosts, Hostess, etc.)
  • Responsible for the recruitment, induction, motivation and training of members of the Visitor Center team.
  • Ensure that induction and training programmes are in place to enable staff to complete their jobs properly. For example: this should include training on Evacuation Procedures and Basic Food Hygiene for Catering Staff. The Staff Handbook should be introduced and ensure that all staff adhere to the guidelines set out.
  • Work with Admin team to make sure we have up to date and compliant staff files containing all the necessary documentation.
  • When necessary, to carry out disciplinary measures within company guidelines and those of appropriate employment legislation. The BH Manager must approve these measures prior to implementation

Financial Management
  • Oversee all daily cash and banking responsibilities and systems of accountability (daily floats, safe checks etc.).
  • Work with administrator to handle all weekly and monthly reporting in line with company policy
  • Adhere to all operating budgets as set by Brand Home Manager.

Compliance and Protection
  • Managing duty managers, and assisting the Brand Home Manager and Internal Bacardi H&S Managers to:
  • Ensure that the Health & Safety at Work regulations are enforced and that all regulations regarding the safety of the public and staff are adhered to.
  • Ensure that the Accident Book is kept up to date.
  • Ensure that the First Aid Kit is fully stocked
  • Ensure that monthly staff training for fire evacuation takes place.
  • Ensure that the H&S statement is read and understood by users.
  • Ensure that all staff Health and Safety training and recording is kept up to date.
  • Ensure that the Health & Safety Policy is read, understood and signed by all members of staff and kept in personnel files.
  • Ensure that all aspects of the Disability Discrimination Act are adhered to so that the site and offer is accessible to all.
  • Ensure that all statutory notices are well sited. (For example, Employers Liability, Fire Notice, Health & Safety Policy, First Aid Notices, H&S etc.)
  • Ensure that the current risk assessment and fire certificate stipulations and recommendations are implemented.
  • Ensure that all staff are trained to conduct their jobs in a safe manner, which may include the safe use of equipment, storage of materials, protection of vulnerable customers and staff alike.
  • Ensure that all relevant certification and documentation is in place and displayed where necessary.
  • Ensure the building is maintained in a safe, presentable and well-maintained condition.
  • Ensure that the names of qualified First Aider’s are displayed clearly and that one is always on site during working/opening hours.
  • Ensure that all lifesaving equipment is maintained, serviced and tested regularly and actions recorded.

Other duties
  • You will be required to be a key holder.
  • To assist the other Department Managers with the organization and smooth operation of any functions or events taking place within the business.
  • To build and maintain relationships with key stakeholders of the Company including any agencies with whom we work.
  • To do any other reasonable duty as required by the BH Manager, in accordance with the needs of the business.
  • Must be prepared to work flexible hours, including weekends and Bank Holidays if needed.

Skills and Experience

WORKING REQUIREMENTS & EXPECTATIONS

Minimum Requirements
  • Based permanently in Pessione as Operation Manager
  • Ad-hoc hours - evening and weekends and occasionally secondary visiting sites
  • Can do attitude as a must have skill
  • Functional competencies;

Essential
  • An excellent understanding of English and Italian languages
  • Experience in project/program management with at least 3 years of people management
  • Fundamental understanding of the key importance of excellence in customer experience and premium hospitality
  • Three years operational running of a similar business in hospitality or tourism sector
  • Knowledge of H&S requirements within the workplace and the events industry
  • Experience in operational system set-up and management for all daily activities (banking/stock taking etc.).
  • Must be highly capable in the use of all Microsoft tools including Excel, Word and Powerpoint with excellent copywriting skills
  • Highly organized and comfortable working within a team and on own initiative, but able to work within set parameters
  • Flexibility – evening & occasional weekend work will be required
  • Experience working with contractors

Desirable
  • Knowledge of experiential visitor attractions or leisure led qualification
  • Proven experience in managing people, processes, projects and change management in a leisure lead setting
  • Experienced in liaising with and across a variety of sectors at all levels
  • Confident and endearing personality

Our culture

We share the passion and entrepreneurial flair of our founder and are guided by our three culture pillars - Fearless, Family and Founders, they inspire our Primos to be the best they can be and drive us forward in all we do. But what does this mean?

·       Being Fearless; means adopting an agile mindset, being comfortable trying new things and taking risks. We are empowered to question, challenge and innovate.

·       Family; We treat each other, and our communities, like Family. Always.

·       Founders; The spirit of entrepreneurship is at the heart of everything we do. We see the business as if it’s our own. We do the right thing for the business and we all take accountability for our work.

When you join Bacardi, you become part of our family and gain more than just a job.