Retail & Hospitality Operations Manager

The Retail & Hospitality Operations Manager will oversee and enhance all retail and service operations, ensuring a seamless customer experience in the leisure, travel & tourism industry. This position, based in Hull, requires strong organisational skills to manage multiple priorities effectively.

Client Details

We are a large organisation in the Leisure, Travel & Tourism industry, providing ferry services across the globe. With a strong focus on customer satisfaction, we strive to offer top-tier retail and catering services onboard our vessels, creating an enjoyable and comfortable journey for all passengers.

Description

• Oversee onboard retail and service operations to ensure optimal performance and customer satisfaction.
• Implement strategies to improve sales and streamline operational processes.
• Monitor and manage inventory levels, ensuring availability of key products and services.
• Collaborate with internal teams to develop and deliver engaging promotional campaigns.
• Ensure compliance with all health, safety, and legal requirements across operations.
• Analyse performance data to identify trends and recommend improvements.
• Train and develop onboard staff to maintain high service standards.
• Act as the key point of contact for feedback and issue resolution from customers and staff.Support the management of third-party performance and onboard projects to meet or exceed KPIs and SLAs
• Lead regular performance meetings to align activities with business goals
• Collaborate across operations, training, and systems as an integrated member of the onboard team
• Act as the key liaison between internal teams and third-party partners to ensure smooth coordination
• Oversee the delivery of entertainment offerings, themed cruises, and children's programs within budget, in collaboration with Marketing
• Manage product availability and execution of third-party F&B and retail services
• Address operational complexities to ensure the right customer offerings are delivered
• Develop business cases for new product launches
• Model inclusive, high-performance behaviours and promote these standards across the team
• Oversee and manage onboard retail and catering operations to ensure the highest level of service
• Implement strategies to maximise sales and profitability
• Continually enhance the customer experience and satisfaction
• Coordinate with various departments to ensure smooth operations
• Oversee staff training to maintain service standards
• Ensure compliance with health and safety regulations
• Analyse customer feedback and implement improvements
• Drive initiatives to reduce waste and increase operational efficiency

Profile

A successful Retail & Hospitality Operations Manager should have:

• Strong financial acumen with the ability to drive sales and profitability- Working knowledge and experience of the day-to-day operations in Retail, F&B, Leisure and/ or the travel sector
• A proven track record of supporting the delivery of results using financial modelling, analysis and budget management.
• Ability to plan their own workload and juggle and prioritise tasks to meet business objectives in a fast-paced complex environment.
• PC literate and competent in all Microsoft Office applications with good PowerPoint and Excel skills
• Confident and articulate to communicate with 3rd party suppliers.
• A valid passport and the ability to frequently travel between Hull and Amsterdam as well as other company sites occasionally.

Job Offer

• A competitive salary up to £50,000 plus Car Allowance
• Employee pension match
• Financial well-being program
• A supportive work environment that values employee growth and development