Careers at Bacardi
Brand Home Deputy Operations Manager- Bombay Sapphire (1 year fixed term contract)
Job Name
Brand Home Deputy Operations Manager- Bombay Sapphire (1 year fixed term contract)
Country:
United Kingdom
City:
Laverstoke
Function:
Operations
Reporting Line:
UK Brand Homes General Manager
Job type:
Full time
Lead recruiter:
Daniela Duran Chaves
About the role
Your Opportunity
The role of the Bombay Sapphire Brand Home Deputy Operations Manager is to support and lead the operational strategy and execution across for Laverstoke Mill in Hampshire alongside any future Bombay Sapphire Brand Home or pop up.
You will support the Operations Manager in driving operational standards, world class service and delivering the operational strategy and be responsible for overseeing all aspects of a multi faceted hospitality and tourism offering, connected to an iconic global brand. You will take the lead in driving all commercial and experiential objectives and initiatives alongside leading the functional aspect of being housed in buildings of historical significance such as facilities and maintenance and environmental health and safety.
About You
You will have strong experience of leading operational strategies and delivering against ambitious targets. You will have worked across a range of commercial and experiential departments and have significant experience as a leader in the hospitality industry.
You will have experience of working within a matrix organisation and delivering projects with multiple stakeholders. As a line manager, you understand what is needed to set up your direct reports for success. You will represent the brand externally and internally and be prepared to liaise with the wider business to work on global initiatives.
You will be a motivated team player with an appreciation of brand home operations, and the impact of advocacy on the global brand. You will be based at Laverstoke Mill and report into the Brand Homes Operations Manager.
Responsibilities
With our Consumer at the heart, your key focus will be:
Operational Management
- Oversee 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.
- Oversee daily Brand Home operations, including all aspects of visit: operational, experiential, commercial and supporting IT systems, ensuring collaboration across departments.
- Putting our consumers at the heart- 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, resulting in excellent feedback in public metrics such as TripAdvisor, Google Reviews etc.
- Lead teams to deliver an engaging visitor experience based on an understanding of the key audiences that visit Laverstoke now and in the future and develop a deep affinity with the brand home in them.
- Line management of Departmental Supervisors, ensuring appropriate staffing is available to always facilitate and oversee the effective and safe operation of the Brand Home and that all staff have necessary training to enable proper undertaking of their roles.
- Ensure all staff are portraying the correct public image that is expected of employees and ambassadors of Bombay Sapphire through proper on-brand uniform and appearance.
- Ensure site facilities are maintained to a high standard befitting the Brand, and that the building is maintained in a safe and presentable condition.
- Deal with escalated enquiries and/or customer complaints to ensure that a positive image of Bombay Sapphire prevails.
- Ensure the development, application and adherence to all policies and procedures contained with the site operational procedures, to ensure H&S and legal compliance.
- To support and advise the Duty Manager team in emergency situations, during or out of working hours, or if required take over responsibility for serious or escalated emergency situations.
- Responsible in supporting delivery of strategic CAPEX plans for the Brand Home.
- Support with project managing Brand Home related CAPEX projects engaging effectively with all internal and external stakeholders, ensuring delivery to specification, programme, and budget parameters.
- Manage all project specific contractor activities to ensure compliance with site safety requirements.
- Collaborate within the Global Brand Homes teams to provide project support where needed and to share best practice.
- Ensure Bacardi Change Management procedures are applied consistently.
- Undertake effective RFS/RFP/RFI and contractor tender processes in line with Bacardi Procurement requirements to ensure best value and quality of result.
- Lead or participate in global brand home projects set by Global Director of Brand Homes
Fiscal Management
- Support the creation of total site budget and its ongoing management, including tracking & monitoring, and reporting to the Brand Homes Operations Manager as well as monthly site reporting.
- Responsible for the operation of effective profit-driving and cost control measures and to ensure the maximum profitability from all sources of income. Suggest, develop, and implement new onsite revenue driving initiatives.
- Work with accounting colleagues to deliver weekly and monthly reporting as required by the business.
Compliance and Protection
- Ensure that the Bombay Sapphire Distillery Brand Home and its staff comply with all legal regulations, governance and legislation, as well as internal Bacardi guidelines and EHS systems/protocol.
- Oversee, and act as a Designated Premises Supervisor for all licensable activities, adhering to all legal recommendations by the local authority and upholding Bacardi’s strong stance to the responsible consumption of alcohol.
- Ensure that risk assessments are in place for all activities and kept up to date and relevant.
- 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.
General duties
- Oversee the day to day running / operations of the Brand Home, during opening hours, and also out of hours in emergencies or as required.
- Deputise in absence of the Brand Homes Operations Manager– take leadership of the site operations to cover the additional duties/responsibilities, leading the site, be the single point of contact
- To build and maintain relationships with key stakeholders of the Company including any agencies and partners with whom we work.
- To do any other reasonable duty as required by the UK Brand Homes General Manager, in accordance with the needs of the business.
Brand and Advocacy
- Understand the relationship between brand advocacy and revenue.
- Work in partnership with brand marketing teams to attract the target market, while also delivering revenue and budgeted visitor number targets.
- Actively contribute to the development of the tour offering and content to ensure a fully on brand experience for every visitor to Bombay Sapphire Distillery
- Understand the importance of excellence in customer experience and hospitality.
Other Duties
- Have a fundamental understanding and interest in the production process and wider business operations.
- Act as a representative for Bacardi brands at all times, when communicating with both internal and external contacts.
- Be willing to manage your workload effectively to support other areas of the business.
- Ensure licensing laws are always abided by as the main site liquor license holder
- Be a team player and willing to help others when needed, including in other departments
- Must be prepared to work flexible hours according to the business requirements, including evenings, weekends and public holidays.
- Support the Global Director for Brand Homes with any global projects associated with operations that make use of or develops your skills and experience in this role
- Any other duty reasonably requested by the UK Brand Homes General Manager or Brand Home Operations Manager
Line Management
- Effective and inspirational leadership and line management of all operational team members at Bombay Sapphire Brand Home.
- Lead, motivate and set objectives to drive direct reports to deliver the operations strategy at Bombay Sapphire Distillery
- Ensure business expectations of direct reports are clear, with open communication between all.
- Carry out timely performance appraisals and encourage and support the personal and professional development of direct reports.
Skills and Experience
The Skills & Experience needed to create your legacy
- Extensive operational and commercial experience from within the leisure, tourism or hospitality industry.
- Experience of working with a premium or high-profile brand.
- Operations or business management qualification or equivalent experience.
- Experience of leading large, multi-discipline teams to deliver common objectives
- Budget Management experience.
- Experience of managing and motivating teams to deliver consistent and exceptional results
Personal Qualities
- Self-Motivated and Proactive: You are able to manage demanding workloads through effective management of your time between responsibilities, delegating where appropriate.
- Belonging: You have a strong capacity to create a culture of ‘Belonging’, where people feel appreciated for who they are, what they do, and who they can become
- Self-Awareness: You have high levels of self-awareness, are reflective and know yourself well, understanding both your own strengths and weaknesses and your impact on others
- People Agility: You bring a deep ability to understand and relate to people and navigate through tough situations to harness and multiply collective performance
- Results Agility: You demonstrate consistent delivery of results in first-time situations by inspiring teams, exhibiting a presence that builds confidence in yourself and others.
- Mental Agility: You can think critically to penetrate complex problems and expand the possibilities by making fresh connections. You think strategically whilst being execution focused and bring creativity to the challenges you’re presented with
- Change Agility: You have a deep natural curiosity, desire to experiment and ability to effectively deal with the heat of change. You have a growth and learning mindset: ready to test, stumble, learn and apply from experience
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.
Disclaimer: Bacardi is an equal opportunity employer that values workforce diversity. Diversity is core to our business: by embedding diversity into all aspects of our culture, we maximize the opportunity to achieve sustainable business success and growth. The duties and responsibilities described in the role profile might not be a comprehensive list.