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Head Of Operations

Guinness World Records – London Venue

What’s the fastest game bird in Europe? This was the question that inspired the founding of Guinness World Records back in 1955. Starting with a single book published from a room above a gym, GWR has grown to become a global multimedia brand, with offices in London, New York, Beijing, Tokyo and Dubai. Today, we deliver world-class content, not just through books, but via TV shows, social media and live events. Whatever the medium, our ultimate purpose is to make the world a more interesting, fun and positive place.

Guinness World Records is bringing its iconic brand to life in London through a brand-new immersive attraction, part family entertainment centre and part competitive socialising combining live challenges, experiences and record-breaking moments.

The attraction features more than 50 official Guinness World Records challenges across six action-packed Arenas, where guests can test their skills to attempt records and become official Guinness World Record holders.

The Role

We’re looking for a Head of Operations to lead the day-to-day operation of our venue, managing the key front of house operations and guest journey. This role oversees ticketing, retail, guest service, cleaning, events and private hire. Ensuring all guests have the best time when visiting us.

You will need to build a high performing guest focus team to ensure that the attraction run smoothly during opening hours.

What You’ll Be Responsible For

• Oversee all front of house operations including admissions, retail, daily duty managers
• Acting as a senior duty manager, leading the venue during live trading and making key operational decisions
• Ensure a welcoming and efficient arrivals experience, managing peak trading and capacity
• Leading supervisors and frontline teams to deliver a high standard of service and guest experience
• Supporting recruitment, onboarding and training to build a confident, engaged and high-performing team
• Driving compliance across health and safety, audits and operational processes
• Ensuring Standard Operating Procedures are embedded, followed and continuously improved
• Oversee the attraction retail store, ensuring strong merchandising, visual standards and sales
• Work closely with the Event and VIP Manager to deliver commercial events across VIP Tours, Birthdays, Corporate events and private buy outs
• Lead the customer service function, monitoring guest feedback and action appropriately on guest enquiries and comments

About You

You are an experienced leader who enjoys leading teams to deliver great guest experience

You will bring:

• You are an experienced leader who has experience in visitor attractions, entertainment venues and hospitality, who has proven experience in managing busy daily operations
• Proven experience in managing high volume front of house teams
• Strong understanding of ticketing, retail, guest experience
• A solid understanding of health and safety, compliance and operational standards
• Experience in duty management, making decisions in a live operational setting
• The ability to organise, prioritise and remain calm under pressure

Why Join Us

This role requires flexibility across evenings, weekends and peak trading periods. The Head of Operations will be highly visible across the venue, supporting teams during while maintaining oversight of performance and guest experience.

Our commitment to Diversity, Equity and Inclusion (DE&I) is fundamental to who we are. We strive to develop, empower and inspire our people by reinforcing our mission, purpose and values as we continue building an iconic brand. Our commitment to empowerment goes beyond inclusion - we aim to recognise and make the most of the talent across our organisation. We are dedicated to creating an environment where everyone feels valued and respected, regardless of their background or identity.

Pay: £44,000.00-£45,000.00 per year

Work Location: In person