Rob Weatherhead Email & Phone Number

Birmingham, England, United Kingdom

I lead and manage the day-to-day operations of the adventure centre including overseeing customer service and health and safety standards with over 120,000 visitors per year. I manage a team of 75 staff covering customer service, operations, health and safety, and technical teams to ensure all processes and procedures are adhered. I promote a safety-first approach including conducting spot checks and reviews of safety compliance to protect visitors and customers accordingly. I ensure risk and safety management protocols are adhered to including developing PPM and technical requirements across plant and activity infrastructure.I review customer service performance based on feedback throughout the year and identifying opportunities to enhance customer service KPIs including promoting the use of TripAdvisor. For example, I successfully enhanced the reputation of the adventure centre covering the promotion on TripAdvisor including securing the Top 10% Global Attraction award for positive customer scores. I also exceeded all revenue targets across retail, food and beverage and admissions in 2021 while also delivering targets on guest satisfaction KPIs and awarded the top brand by the Merlin Entertainments Group Mystery Shopper.I monitored KPIs covering operational and financial KPIs compared to budgets and targets including developing new business opportunities, managing costs, and delivering profit targets. I pro-actively managing capital projects to improve the adventure centre including promoting changes and new attractions to the public to increase visitors and sales. This included implementing various operational improvements to reduce costs and drive performance standards including reducing operating costs significantly from 2019 levels (pre pandemic) when compared to 2021/22.

Betws-Y-Coed, Conwy, United Kingdom

As the General Manager, I oversaw tourism operations across two large scale sites at the Snowdonia National Park with nine adventures and over 175,000 visitors including quarry zip lines and tours. I was responsible for a team of five department managers and over 100 staff to manage the operations and health and safety requirements at each site and adventures.I drove financial performance through pro-active management of costs and promoting the tourism sites across the two sites. This included leading the development of the marketing and advertising strategy including working with tourism partners, agents, and advertisers to attract visitors. I also negotiated commercial terms and conditions to drive revenue growth through attracting visitors and creating an excellent guest experience. For example, I secured the Go North Wales Tourism Award in 2017 including driving the guest experience standards by securing a Net Promoter Score (NPS) of 85.I monitored the quality, safety and customer service KPIs as well as reviewing operating costs, managing staff performance, and preparing reports for senior management. This included overseeing and project managing the redevelopment of the Zip World Penrhyn Quarry and Fforest sites including the Velocity 2 zip line, Adventure centre, restaurant and quarry tour operations.

I managed the health and safety standards across the venue including compliance with standards, procedures, and equipment maintenance. I reviewed internal risk assessments and ensuring compliance with safe working systems at each site covering the promotion of health and safety for new and existing staff. I supported the development and implementation of projects including the development of the high ropes, smokehouse restaurant and other £1m plus projects.

Weymouth

In this role, I managed a team of 25 staff covering operations across the attraction including health and safety standards in line with regulatory obligations. I monitored and controlled operational expenditure including identifying opportunities to reduce costs as well as promote sales in line with agreed targets. I regularly conducted audits of health and safety standards including risk assessments, equipment, and housekeeping as part of maintaining internal compliance of safety policies and procedures.

Auckland, New Zealand

I was responsible for the day-to-day operations at the site which attracts over 20,000 visitors annually including managing merchandising and secondary revenue streams. I reviewed and managed KPIs including guest satisfaction KPIs and operational KPIs as part of enhancing the site reputation and delivering agreed targets. I planned and managed various operational requirements and standards including managing staff, external stakeholders and commercial partners.