For our client in the tourism industry, we are seeking an Operations & Guest Experience Manager to oversee the daily operations and guest journey of a new Tourist Visitor Center. In this role, you will lead on-site operations, retail and F&B execution, and team development, while helping shape a high-quality, engaging visitor experience from the ground up.
Job Description
As Operations & Guest Experience Manager, you are responsible for the daily operation, guest journey, and commercial performance of a new Tourist Visitor Center. You oversee retail execution, expand F&B concepts, guest programming, staff development, and logistics, while maintaining a welcoming, high-quality visitor experience.
Key Responsibilities
- Maintain a safe, clean, and guest-ready environment at all times; act as the first point of contact for day-to-day operational issues, coordinating closely with maintenance and corporate support teams
- Oversee F&B offerings, ensuring consistent quality, availability, and service standards
- Support and coordinate catered lunch services when scheduled, ensuring smooth timing, presentation, and guest flow in collaboration with external partners
- Lead the shift from transactional service to more engaging, guest-focused interactions, preparing the team for future experience-based concepts
- Identify opportunities to enhance the retail and F&B offering, contributing ideas, feedback, and operational input to future developments
- Lead, motivate, and develop a small on-site team (approximately 6 staff), setting clear expectations and fostering a service-oriented mindset
- Establish basic service standards, provide ongoing coaching, and support team members as responsibilities evolve
- Drive revenue growth across retail and existing F&B categories, while laying the groundwork for future upselling and cross-selling initiatives
Requirements
- Proven experience in operations management within hospitality, visitor attractions, F&B, or complex retail environments
- Practical exposure to F&B operations, including service coordination, guest flow, and basic food safety awareness
- Commercial mindset with a clear focus on revenue, conversion, and guest satisfaction
- Hands-on leadership style with the ability to train, coach and motivate small teams in a customer facing environment
- High level of organizational and logistical skill
- Strong communication skills, with the ability to interact confidently with guests and lead a diverse team
- Fluency in English and Papiamento is required; working proficiency in Spanish and Dutch is strongly preferred
- Comfortable working independently while collaborating with multiple internal and external stakeholders
- Flexible, adaptable, and energized by change and growth
