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General Manager - The Macallan - The Macallan - Craigellachie

The Macallan - Operations
Ref: 17 Date Posted: Wednesday 02 Aug 2017
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An exciting opportunity has arisen to join The Macallan Estate as the General Manager, with responsibility for delivering an outstanding guest experience at our world class facility. The role holder will be an experienced operational manager in the commercial/ consumer experience environment. You will have full line management accountability for hospitality, visitor centre and estate management staff. You will ensure that operational and financial management are executed to perfection while ensuring that the consumer/ customer experience at the Macallan Estate is best in class. You will represent what is great about The Macallan!!


Reporting to the Macallan Business Unit, key responsibilities for this role include:

  • Team structure and capability: designing a team structure required to deliver the desired level of service, and ensuring team members are capable of delivering through selection, training, development, coaching and mentoring.
  • The role holder will ensure that they create a positive and admired working environment with a team of highly motivated employees
  • Operational management of all estate activity and employees; setting and agreeing rostering for hospitality and visitor centre staffing; ensuring that resources are optimally managed, but with the overriding KPI of achieving outstanding service delivery is maintained.
  • Defining an excellent level of service for The Macallan visitor centre and hospitality experiences;
  • Ensure standards are benchmarked with industry peers in the 5 star visitor centre category and that a tangible environment and process of continuous improvement is implemented
  • Key holding responsibility for visitor centre, stores, Masters of Spirit and Masters of Wood experiences, Easter Elchies House, Ghillies cottage and any other key locations as appropriate
  • Central on site point of contact for key internal customers; brand team, distillery manager, commercial, finance, GWR Customer services, staff shop, and for relevant external customers; tourism bodies, Spirit of Speyside, etc.
  • Attendance at required internal meetings, including compliance, cross-Group Brands Heritage; Macallan Marketing; Local finance


To succeed in this role you will have excellent operational management experience, ideally within a clue chip commercial visitor centre environment. You will excel at customer facing visitor centre and hospitality management, and have excellent people management skills. A high degree of financial awareness, emotional intelligence and retail/ bar experience are essential.

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