Operations Manager

Purpose of the role

The Brand Home Operations Manager will lead the day-to-day delivery of McConnell’s Distillery Visitor Experience – placing tours, guest satisfaction, and brand storytelling at the heart of the operation. The role is central to ensuring that every visitor leaves as a true ambassador for McConnell’s Irish Whisky.

With responsibility across tours, hospitality, bar, retail, and events operations, the role supports a seamless, premium visitor experience that reflects McConnell’s position as a leading Belfast attraction. The Operations Manager will ensure high-performing teams, outstanding service, and operational excellence across all touchpoints, in line with the Brand Home’s strategic goals.

Key Responsibilities

Visitor Experience & Tour Operations

• Lead delivery of daily public and private tours, tastings, and experiences with a consistent 5-star approach.
• Champion the tour experience as the flagship activity of the Brand Home, ensuring it is accurate, engaging, and emotionally resonant.
• Monitor guest feedback (including TripAdvisor, Google Reviews, internal surveys), using insights to improve service quality and team performance.
• Collaborate with the General Manager and Brand Team to ensure that storytelling, heritage, and product values are consistently communicated across all experiences.
• Ensure all visitor-facing staff are trained to be passionate McConnell’s Brand Ambassadors.

People & Team Leadership

• Directly manage a team of Team Leaders/Managers and provide indirect oversight of all Visitor Experience staff.
• Cultivate a values-led culture focused on professionalism, warmth, attention to detail, and shared pride in the McConnell’s brand.
• Coach and develop the team through regular feedback, training, and support.
• Create and manage rota plans aligned to visitor flows and events while maintaining labour efficiency.

Hospitality, Retail & Events Operations

• Oversee all front-of-house operations including café, bar, shop, and event spaces.
• Ensure all areas meet premium brand standards in presentation, service, and product quality.
• Work collaboratively with the Events & Commercial team to deliver high-quality private hires and corporate events.
• Collaborate with suppliers to ensure quality product offerings and value-for-money across the food, beverage, and retail operation.
• Support the development, implementation, and consistent application of Standard Operating Procedures (SOPs) across all visitor-facing functions.

Financial & Commercial Management

• Drive achievement of the Brand Home’s operational KPIs including ticket sales, spend per head, and customer satisfaction.
• Report weekly and monthly performance metrics (sales, wage %, footfall, feedback scores) and recommend corrective action where needed.
• Support delivery of departmental sales incentives and promote upselling and guest engagement.
• Manage wage budgets, team scheduling, and resource planning to ensure operational efficiency.
• Contribute to strategic planning, revenue forecasting, and the development of business KPIs across the Brand Home.
• Work closely with the Operations and Marketing teams to grow McConnell’s reputation as a high-end corporate and private event venue.

General Responsibilities

• Ensure adherence to all licensing, food safety, H&S, and operational compliance requirements.
• Act as a senior duty manager and escalation point during operational hours.

· Ensure all activities comply with health and safety, food safety, employment law, and licensing requirements.

• Contribute to the organisation’s sustainability objectives through responsible and ethical operational practices.

Position within the Organisation

Reports to: Brand Home General Manager
Member of: Brand Home Manager Leadership Team

Job Type: Full-time

Pay: £40,000.00-£50,000.00 per year

Application question(s):

• Do you have a minimum 2 years’ experience in a SENIOR management role in hospitality, tourism, or visitor experience?

Work Location: In person