Operations Services Manager - St James Quarter

Purpose of the Role

St James Quarter (SJQ) is a world-renowned retail-led mixed-use destination comprising 850,000sqft of prime retail, food and leisure space, a multi-screen cinema, a world class 5 Star “W” hotel, 152 private apartments and a 4-star aparthotel.

The Operations Services Manager is the subject matter expert in Operational Excellence with subject matter experience within a guest centric business.

You will be empowered to shape the future service delivery within your sphere of responsibility and look at introduction of innovative solutions with customer service and service delivery the foundations of decision making whilst strategic in vision this is a hands-on role with clear demonstrable focus on output and deliverables.

The role will involve the direct management of the following service lines both in house operations and outsourced to third party providers,

• Security
• Presentation
• Guest Services
• Waste Management

Develop the one team approach throughout. You will be the guardian to ensure that all are fit for purpose and all staff are compliant with the standards and behaviours commensurate with the shopping, dining, entertaining and catering experiences (including experiences of the car park, Hotels, leisure, F&B) at St James Quarter. Working within the framework of safety & security, and supporting initiatives to drive footfall, the Operations Services Manager will ensure the guest experience remains a key element across all service areas.

Key Responsibilities

Leadership: Create a clear path and direction to deliver operational excellence, ensuring guest and client satisfaction while overseeing and supporting additional revenue streams generated through the commercial teams.

Team Management: Lead and recruit and ongoing development of a committed team creating efficiencies on service delivery whilst maintaining internal and external relationships.

Financial Performance: Accountable for effective management of all operational budgets and creating a platform for growth through proactive management and innovation.

Compliance and Stakeholder Management: Ensure adherence to all regulations, demonstrate and deliver against organisational values, manage third party stakeholders to ensure expectations and targets exceeded.

• Responsible for control monitoring and review of the above soft services contracts in accordance with the operating budgets.
• Assist the Operations Director in monitoring and driving centre performance in line with the Business Plan.
• Ensure world class levels of guest service and operational standards are always maintained.
• Oversee incident management and initiate effective escalation and recording, managing contingency plans and their relationship to the wider community.

Communication

• Ensure effective operational communication including meetings, handovers and reporting.
• Attend daily/weekly/monthly business progress meetings and team meetings as required.
• Forge and maintain positive relations with retailers, F&B, cinema, hotels, car park operator and assist in occupier initiatives utilising skills and expertise of the team to facilitate.
• Written reports to aid in company communication both internally and externally should prove concise and sound.
• Communication of the Business Plan objectives should be applied to all levels of the business.

• Liaise with retail partners to ensure compliance with Operational Handbook
• Ensure that all operations reports are accurate and delivered in timely manner.

Brand Enhancement

• Ensure effective operational management of any special events for the overall guest experience.
• Ensure that the Centre Brand Guidelines are always adhered to and develop the team to deliver world class guest service.
• Ensure close liaison with the senior leadership team including Operational Management, Retail & Hospitality, Technical Services, Marketing and Business
• Development Manager, to understand team involvement and requirements for forthcoming events and activities.
• Consistently exceed guest expectations and deliver long term, sustainable customer satisfaction both internally and externally.

H&S Operations

• Ensure all incidents/accidents and near misses are recorded and serious incidents occur.
• Ensure that fire and H&S regulations are adhered to in all parts of the Centre by inspection, checking the signs, advising on defects, improvements required, etc.
• Monitor and maintain H&S Records in accordance with the frequency required by the site H&S manual.
• Patrol the public areas on a regular / irregular basis throughout the day checking on cleanliness, maintenance, landscaping, security etc.
• Ensure that all insurance risk control requirements and, where appropriate, recommendations, are undertaken.
• Ensure that daily checks are undertaken of the common areas within SJQ and that all necessary remedial works are undertaken within set timetable.
• Ensure that H&S policy is adhered to and embedded within operations.

Public Relations & Liaison

• Establishing, developing, and maintaining excellent relations / partnerships with various authorities and local agencies, notably:
• Local authority
• Emergency Services (Police, Fire & Rescue Services, Paramedics)
• RACS
• Lothian buses / LNER / Tram and other public / private transport providers
• Internal businesses forming the mixed use asset

Quality Assurance

• Adhering to all quality assurance requirements.

Skills, Knowledge and Experience

Candidates will be required to demonstrate the following:

As a successful Operations Services Manager, you will embody the following skills.

• Operational Leadership: Proven experience in senior operational management, inspiring large teams for exceptional service and commercial benefit.
• Customer Focus: Excellent interpersonal skills with a passion for delivering exceptional guest experience and customer service.
• Commercial Acumen: In depth knowledge and experience of budgeting, forecasting, cost control and a strategic mindset for achieving financial objectives.
• Adaptability: Balances a structured approach with resilience, problem solving skills, and the ability to adapt to dynamic environments.

Management: Experience