People Operations Manager - Visitor Experience

People Operations Manager - Visitor Experience

Reports to: Visitor Experience Manager

Grade: 5B

Full-time, Permanent

Closing date: 17th March 2026

Overview:

The primary focus of this role is rostering, workforce coordination and ensuring operational readiness, while keeping the team on track with essential people processes. Liaising with operational team, you will ensure the right people are in the right place at the right time, in line with seasonal demand and business needs.

This is a key role in ensuring smooth operations and enabling the delivery of outstanding visitor experiences through effective workforce planning and operational people management.

This role is site based (occasional WFH may be possible) and Saturday working will be required on a regular basis

Responsibilities:

Rostering & Workforce Planning

• Own and oversee all Visitor Experience rosters, in collaboration with the People Operations Specialist, ensuring alignment with operational requirements and seasonal demand.
• Forecast staffing needs in partnership with stakeholders to ensure adequate coverage during peak and off-peak periods.
• Be responsible for the Annualised Roster and handle weekly roster adjustments to meet business needs.

• Supervise and coordinate day-to-day people administration activities, ensuring onboarding, offboarding and absence processes are completed accurately and on time.
• Maintain oversight of people records for the team, ensuring data accuracy, compliance and timely updates.
• Act as the central coordination point for operational people matters, ensuring queries are addressed appropriately and raised to the HR Manager where required.
• Assist with Employee Relations processes within the team when needed.

• Support end-to-end recruitment for operational and seasonal roles working closely with the Talent Engagement Team.

• Monitor and manage labour spend in line with approved budgets.
• Provide accurate weekly and monthly labour reporting and forecasting to senior stakeholders.
• Identify opportunities for cost efficiencies while maintaining service standards and appropriate staffing levels.

• Manage the relationship with the staffing agency, ensuring service level agreements are met.
• Coordinate temporary and seasonal staffing requirements.
• Regularly review agency performance and associated costs.

• 3-5+ years' experience in People Operations or Workforce Management, ideally within Hospitality, Tourism or Events.
• Solid knowledge and understanding of HR procedures.
• Demonstrated experience in running recruitment processes, both internally and with agency partners.
• Financial competence and ability to run labour budgets optimally.
• Excellent interpersonal and communication skills with ability to work with multiple collaborators.
• Strong interpersonal and time management abilities.

• Contemporary work life balance policies and wellbeing activities
• Generous holiday allowance
• Lunch allowance
• Product allowance