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Job description

The Brand Home Events Operations Manager is responsible for the planning, coordination and delivery of all events, private hires and premium hospitality experiences at McConnell’s Brand Home, while also acting as a senior Duty Manager for the wider visitor attraction. Reporting to the Brand Home Operations Manager, the role operates as the lead operational specialist for events, working alongside the Brand Home Assistant Managers to ensure that both event days and standard trading days are delivered to McConnell’s 5-star service, brand and commercial standards. When events are not taking place, the Events Operations Manager functions as a full Duty Manager or Acting Operations Manager, with responsibility for tours, retail, café, bar and front-of-house operations during their shifts.

Responsibilities

• Food & beverage performance, including upsell, spend-per-head and contribution to overall hospitality margin during events and standard trading days.
• Ticketed and event revenue generated through private hires, premium tastings, group visits and corporate bookings.
• Guest numbers and capacity utilisation, ensuring tours, events and spaces are filled, well-paced and commercially optimised.
• Event satisfaction and repeat business, using insight to strengthen McConnell’s reputation as a premium venue.
• 5-star guest experience scores, including Google Reviews, TripAdvisor, client feedback and internal NPS.
• Act as Duty Manager or Acting Operations Manager on assigned shifts, with responsibility for the safe, smooth and profitable running of the entire Brand Home.
• Support the Operations Manager and Assistant Managers in delivering high-quality food, drink and service across café, bar and event catering.
• Coordinate with bar and kitchen teams to ensure that event hospitality and daily service are aligned, well-timed and professionally delivered.
• Identify opportunities to improve service quality, efficiency and guest spend, feeding ideas and insights back to the leadership team.
• Provide clear, confident leadership to Hosts, bar teams, catering staff and casuals during both events and normal trading days.
• Ensure that all operations tours, events, café, bar and retail comply with health & safety, food safety, licensing and brand standards.
• Monitor cleanliness, presentation, room set-ups and service quality, escalating issues where needed.

Skills and Qualifications

Essential Skills

• Minimum of 3 years experience in hospitality, events or visitor attraction operations, in a supervisory or management capacity.
• Proven experience in planning and delivering events, private hires, corporate functions or premium guest experiences in a live operational environment.
• Experience working as a Duty Manager, Shift Manager or equivalent, with responsibility for running a customer-facing operation.
• Strong understanding of front-of-house operations, including tours, food & beverage, retail or guest services.
• A proven ability to lead teams in high-pressure, high-volume environments while maintaining service standards.
• Confidence in making real-time operational decisions to manage guest flow, service delivery and problem resolution.
• Strong commercial awareness, including understanding of revenue, spend-per-head, wage control and guest satisfaction.
• Flexibility to work evenings, weekends and event-led schedules.
• Legal right to work in the UK.

Desirable Skills

• Experience working in a distillery, heritage attraction, cultural venue or premium hospitality environment.
• Background in corporate hospitality, private hire venues, hotels, or luxury event delivery.
• Experience working with sales or commercial teams to deliver group bookings, private hires or B2B events.
• Knowledge of licensing law, food safety and health & safety in a hospitality or events setting
• Experience using booking systems, POS, rota or visitor management software.
• Previous responsibility for training or mentoring teams in service standards and brand delivery.
• Passion for whiskey, storytelling, tourism or premium visitor experiences.