Deputy Manager - Brighton i360

Deputy Manager - Brighton i360

£32,000-£35,000 DOE + Bonus

The Brighton i360 is a leading visitor attraction in Brighton, offering unique experiences for guests of all ages. We aim to create unforgettable moments by delivering world-class service, innovative experiences, and seamless operations.

The Deputy Manager plays a critical role in ensuring the smooth operation of the attraction and hospitality services, overseeing all areas, including guest services, food and beverage, retail, and operational safety. Acting as the second-in-command to the Operations Manager, this role is responsible for managing all functions in their absence, maintaining high standards of service, safety, and efficiency while upholding the i360 brand values and delivering expert hospitality.

Key Responsibilities

Operational Leadership

· Oversee the attraction’s daily operations, ensuring all departments function effectively.

· Supervise the opening and closing procedures, ensuring compliance with operational protocols.

· Ensure reservations, are run correctly, and delivered and executed.

· Lead daily briefings with team leaders to coordinate key priorities.

· Support the Operations Manager in implementing and refining operational procedures.

Guest Experience & Customer Service

· Maintain high guest experience standards by ensuring a welcoming and engaging environment.

· Address and resolve guest concerns in a professional manner.

· Monitor visitor flow, queue management, and staff efficiency to optimise operations.

· Gather guest feedback and implement service improvements.

Team Management & Leadership

· Supervise and motivate frontline staff across various departments.

· Provide on-the-spot coaching and ensure compliance with service standards.

· Assist with staff training and development initiatives.

· Act as the primary management point of contact in the absence of the Operations Manager.

Health, Safety & Compliance

· Ensure strict adherence to health and safety regulations throughout the attraction.

· Conduct routine site inspections, identifying and addressing potential risks.

· Oversee food and beverage safety, hygiene, and licensing requirements.

· Lead emergency response efforts and incident reporting.

Financial & Commercial Responsibility

• Support revenue generation through retail, food and beverage, and upselling opportunities.

• Demonstrate a strong understanding of P&L, adhere to budgets, and identify opportunities to drive revenue.

• Monitor daily sales and financial performance.

• Implement cost-control measures while maintaining quality standards.

• Forecast revenue trends, operational expenses, and potential financial risks to ensure proactive decision-making and sustained profitability.

Other Duties

· Assist in the coordination of special events and promotions.

· Contribute to strategic planning and operational enhancements.

Perform any other duties as assigned by the Operations Manager.

Behaviours

• Proactive & Solution-Oriented: Takes initiative to address challenges effectively.
• Guest-Focused: Committed to delivering outstanding visitor experiences.
• Organised & Detail-Oriented: Ensures seamless operational execution.
• Strong Communicator: Effectively liaises with staff, guests, and management.
• Resilient & Adaptable: Thrives in a fast-paced, dynamic environment.
• Leadership & Team Development: Inspires and supports team members to achieve excellence.

Essential Skills & Experience:

• Proven experience in an operational management or supervisory role within a visitor attraction, hospitality, or leisure setting.
• Strong leadership and team management skills.
• Excellent problem-solving and decision-making abilities.
• Strong customer service skills with a proactive approach.
• Knowledge of health and safety regulations, food hygiene, and operational best practices.
• Ability to work under pressure in a fast-paced environment.
• Flexibility to work weekends, evenings, and holidays as required.

Desirable Skills & Experience:

• Experience in a high-profile visitor attraction, theme park, or leisure facility.
• Familiarity with ticketing, POS, and CRM systems.
• Understanding of sustainable operations and eco-friendly practices.
• Strong networking and relationship-building skills with stakeholders and partners.