Head of Operations

Title of Post Head of Operations, Cliffs of Moher Experience Job Description May 2025 Head of Operations Cliffs of Moher Experience Clare Tourism Development DAC Development DAC is a subsidiary Company of Clare County Council that oversees the management, development, and promotion of a portfolio of signature visitor attractions and site throughout Clare. Clare Tourism Development DAC is developing these visitor attraction site and is now seeking to hire an experienced professional with substantial skills in people management and operational management of a visitor attraction site. The Position The position of Head of Operations is an exciting opportunity for an individual interested in playing a significant role within Clare Tourism Development DAC at the Cliffs of Moher Experience and we are inviting applications from suitably qualified persons for this competition. The successful applicant will report to the General Manager with Clare Tourism Development DAC West and work closely with the Senior Management and Operations Managers/Supervisors within, the Cliffs of Moher Experience and to continue to develop this iconic visitor attraction as a World Class Visitor Experience. The Head of Operations will be responsible for providing general senior management in a range of areas to the Cliffs of Moher Experience and head up the operations of this iconic site. Strategic and operational management input will be required in all areas. The position will head the operations department including facilities and will provide line management for Operational Management and Supervisory team. This position oversees and directs all aspects of the operations of the site and will have a focus on service delivery and the achievement of quality standards and objectives. The mission of the Clare Tourism Development DAC includes the provision of a world class visitor experience. Priority areas for the Head of Operations are: The operational and health and safety aspects of the visitor experiences operation including visitor management and capacity management. Ensuring that the key objectives of the organisation are met by managing workloads that maximises the use of resources. Managing the Operations Management Team and staff. Ensuring a world class visitor experience is provided and helping to embed a culture of a great place to work through trust and respect. Ensuring the smooth running of the Burren and Cliffs Explorer shuttle bus service. SPECIFIC DUTIES AND RESPONSIBILITIES The main duties of the Head of Operations include: Coordination of all operational activity at all Clare Tourism Development DAC West Visitor Attraction site to ensure customers receive a world class visitor experience. Communicates expectations and implements all Standard Operating Procedures and Polices to all staff and Managers on site. Compliance to legislative standards, policy procedures, handbook and Company standards and expectations of the Company. Approving rostering of all staff on a monthly basis to ensure adequate staffing of the Clare Tourism Development DAC West Site. Supervision of the daily roster to ensure efficiency of staffing and accountability for work tasks. Health and Safety onsite at the Clare Tourism Development DAC Development DAC West visitor attraction site of employees and visitors. Advance operational planning and managing capacity at the Clare Tourism Development DAC Development DAC West site. Development and execution of new products and services with Marketing Department. Dealing with scheduled service licencing, requests, amendments and breach to licence. Trade communications Operational. Supervision and performance management of Operational Duty Managers, Facilities Manager and Supervisors. Maintenance of site and facilities standards and overall facility management as a World Class Visitor Experience. Operational reporting as required to the General Manager Clare Tourism Development DAC West. Onsite signage and advance digital signage. Customer complaints handling. Dealing with different types of crisis management, including weather, fire evacuation etc. Develop operational plans to improve the overall operation of the Clare Tourism Development DAC West site. Establish and maintain effective internal communications and meetings structures to ensure optimum teamwork and productivity. Establish and maintain a prominent level of visibility and involvement on the various site. Establish and maintain effective employee relations including open communication with all employees. Deliver on specific projects that may be assigned from time to time. Research, recommend and introduce methods, products and services to improve the service delivery system as it relates to the Clare Tourism Development DAC West site. Special projects as directed by the Company. Participate in outreach activities to support Clare County Council associated tourist attractions and services as required. Manage the operational budget. Deputise for General Manager West as required. Requirements/Essential Skills and Attributes Proven track record in operational health and safety management with at least 3 years management experience. Candidate will ideally have a Diploma/Degree in a similar or related discipline in tourism/visitor management. A health and safety qualification an advantage. Experience in workforce management systems packages. Flexibility and a strong problem-solving approach to issues. Experience of managing people in a small to medium size enterprise. Ability to demonstrate a high level of teamwork and motivation skills. Proven organisational skills and experience in multi-tasking. A commitment to excellence, continual innovation and world class service delivery. Qualifications or experience as shown above. Ability to enforce Clare Tourism Development DAC Development DAC standards, policies and procedures with employees. Ability to focus attention to details. Ability to perform job functions to standards under pressure. Ability to ensure security and confidentiality of visitor and Company information. Additional Information Strong work ethic with a flexible attitude and approach. Willingness to put in extra effort to ensure a world class visitor experience is delivered. Applicants should have a full, clean driving licence. A strategic approach to the operation, be open to change and have excellent interpersonal skills. The position will operate principally at the Cliffs of Moher Experience and will involve travel to other tourism sites. The post will be operational on seven days a week basis according to business requirements. Hours of operation vary seasonally. The Person Qualifications Character: Candidates shall be of good character. 2. Health: Each candidate must be in an excellent state of health and be prepared to complete a full pre-employment medical. 3. Education, Training, Experience, etc.: Each candidate must, on the latest date for receipt of completed application have: Third level qualification in hospitality management, business, or related discipline. AND Have a minimum of 3 years satisfactory experience in an operational management role with demonstrable experience. The successful candidate is required to have a current full class B drivers licence and access to own car. Hours of work 40 hours per week Annual leave 25 days Location Cliffs of Moher Experience, Lislorkan, Liscannor, Co Clare and will include travel to Clare Tourism Development DAC offices and sites. Probation There shall be a period of probation of six months. Application process Completed CVs must be emailed no later than 5.00 pm Friday 4th July 2025. Selection process Candidates will be initially assessed to ensure that they have the minimum requirements for the position. Candidates will be assessed on the information contained in their CV and shortlisting may apply. Shortlisting While a candidate might meet the eligibility requirements of the competition, if the numbers applying for the position are such that it would not be practical to interview everyone, Clare Tourism Development DAC may decide a number only will be invited to same. In this respect, Clare Tourism Development DAC provides for the employment of a shortlisting process to select a group for interview, who, based on the examination of CVs, appears to be most suitable for the position. This is not to suggest that other candidates are necessarily unsuitable or incapable of undertaking the job, rather that there are some candidates, who based on their application, appear to be better qualified and/or have more relevant experience. It is, therefore, in your own interest to provide a detailed and accurate account of your relevant qualifications/experience on the application form. Competitive Interview Selection will be by means of a competition based on an interview conducted by or on behalf of Clare Tourism Development DAC. This will be an in-person interview. A panel may be formed based on such interview. Candidates will be assessed at interview under the following competencies. The candidates at the interview will be questioned on at least some of the indicators listed below under each competency. Work related knowledge and skills (200 marks) Technical skills as described above. Relevant knowledge and understanding of the role. Range and depth of experience relevant to post. Specialist knowledge, expertise in previous and current working environment. Delivering results Delivering quality Outcomes and Ensuring Compliance - (100 marks) Promotes the achievement of quality outcomes in delivering services, with a focus on continuous improvement. Plan and prioritise work and resources effectively. Establish high quality service and customer care standards. Make timely, informed, and effective decisions and show good judgement and balance in making decisions and recommendations. Performance through people Communicating Effectively - (100 marks) Recognises the value of and requirement to communicate effectively. Has effective verbal and written communication skills. Has good interpersonal skills. Ability to effectively manage performance. Ability to empower and encourage people to deliver their part of the operational plan. Demonstrates enthusiasm for new developments/changing work practices and strives to implement these changes effectively. Ability to recognise the value of and requirement to communicate effectively. Demonstrates good interpersonal skills. Problem solving and decision making (100 marks) Can pinpoint critical information and address issues logically. Understands the context and impact of decisions made. Can act decisively with complex information and multiple stakeholders. Gathers and analyses information from relevant sources, whether financial, numerical, or otherwise weighing up a range of critical factors. Takes account of broader issues, agendas, sensitivities, and related implications when making decisions. Uses previous knowledge and experience to guide decisions. Uses judgement to make sound decisions with a well-reasoned rationale and stands by these. Puts forward solutions to address problems. Personal Effectiveness Personal Motivation and Initiative - (100 marks) Is enthusiastic about the role and is motivated in the face of difficulties and obstacles. Adopts a positive attitude to work; is enthusiastic and open to taking on new challenges or responsibilities. Takes the initiative and is proactive in addressing issues. Adopts a positive and constructive approach to work. Sets challenging standards and achieves high quality outcomes. Responds positively to the challenges of the role. Manages own time effectively to achieve objectives. Demonstrates experience of managing resources and budgets in particular monitoring, assessing evaluating and adhering to them. Leadership skills (100 marks) Can influence, guide and inspire others, taking into account their views and values. Excellent at connecting people and understanding the needs and concerns of others. Builds trust with staff and stakeholders. Gets to know their teams and shows genuine care for others. They delegate based on employee strengths and development goals. Integrity demonstrate honesty and strong moral principles. Emotional intelligence ability to understand and manage their own emotions and those of others. Accountability take responsibility for their own actions. Effective communicator clearly convey their vision and inspire others. Humility listens to others and gives value to their views. Confidence ability to make decisions, having weighed up risks and benefits. Acts Decisively. Candidates must achieve a minimum 50% of the total marks available in each of the competencies to qualify for inclusion on a panel. Clare Tourism Development DAC is an equal opportunities employer.