Hospitality General Manager (Story of Emily)

Hospitality General Manager

(Story of Emily Visitor Attraction, UK)

The Story of Emily is a nationally significant heritage visitor attraction and cultural destination in Cornwall, part of the Babylonstoren and The Newt group. The General Manager is responsible for the overall leadership, performance, sustainability, and public standing of the business. This is a senior leadership role combining commercial management, heritage stewardship, hospitality excellence, and community representation.

Purpose of the role

To lead The Story of Emily as a sustainable, high-quality heritage and hospitality business, delivering its cultural mission, financial performance, and long-term growth through strong strategy, disciplined execution, and outstanding people leadership.

Strategy, Planning & Delivery

• Lead the creation and delivery of the site's strategy through the annual business planning and budgeting process.
• Translate long-term objectives into clear operational plans, capital programmes, and growth initiatives.
• Ensure all departments are aligned behind the agreed business plan and performance targets.

Financial Leadership & Governance

• Full ownership of the site P&L, including revenue, cost control, margin, and investment decisions.
• Ensure decisions are made within the framework of good financial governance, risk management, and accountability.
• Oversee pricing, staffing models, and capital investment to maximise long-term sustainability.

Operations & Guest Experience

• Overall leadership of all site operations including visitor experience (Rectory, War Rooms, exhibitions, hosting), restaurant, retail and events, grounds, gardens and estate presentation, and technical and exhibition systems.
• Ensure consistently high standards of safety, reliability, storytelling, and hospitality.

Property & Landlord Responsibilities

• Act as landlord for all properties on site, including staff accommodation and rental properties.
• Ensure full legal and regulatory compliance across Health & Safety, Gas, electrical and fire compliance, letting and tenancy obligations, property maintenance and risk management.

People Leadership, Culture & Conflict Resolution

• Lead and develop the full management and frontline team.
• Handle dispute resolution, conflict management, and performance management to maintain a healthy, respectful and productive working culture.
• Build a high-trust leadership team capable of delivering both day-to-day operations and long-term growth.

Stakeholder & Shareholder Reporting

• Own the formal reporting process to senior stakeholders and shareholders.
• Provide clear, accurate and timely updates on financial performance, operational health, risks and issues, and strategic progress.

External Representation & Profile

• Represent The Story of Emily at local, national and international conferences, industry events and awards, community and heritage forums.
• Deliver presentations to interest groups, media and partners for promotional and educational purposes.
• Act as the public face of the attraction with local government, community organisations, tourism bodies, awards and heritage institutions.

Partnerships & Reputation

• Build and manage relationships with local councils and tourism organisations, community groups, cultural and heritage bodies, suppliers, sponsors and partners.
• Protect and enhance the reputation, credibility, and national profile of The Story of Emily.

Remuneration

• Relocation and working permit included.
• A competitive annual package.
• International travel opportunities.

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