Visitor Operations Manager

**Bring your passion for customer experience to life**We're on the lookout for a Visitor Operations Manager to join our CherryHill team

In this exciting role, you'll lead our customer experience operations, ensuring every visitor enjoys a seamless, memorable, and joyful journey from start to finish at our Visitor Centre Locations.

If you're someone who loves rolling up your sleeves and balancing big-picture thinking with getting things done on the ground, this could be the perfect role for you.

**About us**

We are a growing family-owned premium cherry growing business, based in Victoria's Yarra Valley, with a wide range of dynamic and exciting business products. We run agri-tourism experiences and supply Australia's supermarkets, independent grocers, and fresh produce markets. We also export our produce around the world

**About the role**

This role reports to our seasoned General Manager of Customer Experience, Tourism, and Events. You'll be responsible for organising and overseeing all of CherryHill's hospitality events and functions across our Visitor Centre at the Coldstream & Wandin Orchard.

We're looking for a self-motivated individual with extensive experience in leading and inspiring large teams to deliver outstanding customer experiences. You'll take charge of existing activities and events within the CherryHill portfolio, while also bringing fresh ideas to elevate our hospitality experience across every customer touchpoint.

At CherryHill, we know that just like the weather, our workload can change on a dime That's why we need someone who thrives in a fast-paced, ever-evolving environment, especially during our bustling peak season from August to January, when things are in full swing.

From February to July, the role takes on a different pace, offering greater flexibility while ensuring everything stays on track. If you're someone who thrives on variety, embraces change, and is eager to grow with us, we'd love to hear from you.

Some of the responsibilities but not limited to include:

- Oversee and maintain budget, ensuring accurate forecasting, monitoring of expenses, and alignment with overall financial goals.
- Participate in and be accountable for budget planning and profit and loss figures
- Lead strategic planning for our Visitor Centres
- Work with key stakeholders to grow the hospitality arm of the business, focusing on visitation for the Coldstream & Wandin visitor centre facilities
- Maintain high standards of quality assurance and customer service by ensuring staff adhere to relevant policies and procedures
- Organise all company hospitality events
- Liaise with internal and external stakeholders to ensure seamless operations and that projects come to life on time and within budget
- Delegate responsibilities and tasks to the Visitor Centre management team and other employees
- Ensure all staff comply with health, safety, hygiene, and legal regulations (e.g., Responsible Service of Alcohol) and maintain the necessary certifications
- Develop and review induction programs for new staff, including customer service policies and procedures
- Collaborate with the marketing team to grow the public events calendar
- Host consultation meetings with customers booking the venue to ensure an exceptional experience

**Why you should choose us**

You will be joining a dedicated team with a fun and hardworking culture who love what we do. Here is what makes us different:

- You'll love the location: We're in Wandin East
- Victoria, nestled in the beautiful hills of the Yarra Valley
- You'll be part of an amazing team: A work culture and life balance that values you
- You will work for one of the largest cherry growers in Australia
- You'll enjoy a competitive salary plus annual leave loading
- You'll work in a close-knit team, learning alongside our experienced team
- We value growth and provide opportunities for career development.

**What we are looking for**
- Strong organisational skills with a focus on time management and meeting deadlines
- A creative and hands-on operation mindset who loves getting things done
- Able to take direction while also working autonomously when needed
- Strong analytical mindset, financial and commercial acumen
- Experience working with a growing business which is diversified and dynamic, organising and controlling customer facing operations

**About you**
- You must hold a current Driver's licence & own transport
- Data driven and analytical
- Minimum Diploma level tertiary qualification in business or hospitality management
- Enjoy working in multi-diverse teams
- Highly attention to detail
- Committed and reliable, with the ability to travel to the primary work location in the stunning Yarra Valley area.

**Preferred Experience**
- At least 3 years' experience in hospitality management position
- Experience within tourism preferred.
- Proven experience in managing customer feedback, analysing data, and turning insights into actionable improvements.
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