Asia Macias De La Rosa

Responsible for operational leadership of multiple visitor attractions and hospitality venues located at Bournemouth Pier and Highcliffe Castle.

The role oversees diverse range of businesses including Rock Reef Indoor adventure activity centre, PierZip wire attraction, Key West Restaurant, Retail stores and takeaway kiosks and Tearoom operations at Highcliffe Castle.

Key Responsibilities

• Optimised operational workflows through strategic planning and effective team coordination to enhance overall efficiency.
• Analysed performance metrics to identify operational improvements and drive continuous enhancement initiatives.
• Developed and implemented risk mitigation strategies to ensure business continuity during high-pressure and crisis situations.
• Led day-to-day operations across hospitality, retail, and adventure attraction departments in a high-volume environment.
• Managed a workforce of approximately 120 employees, scaling to 250 during peak seasonal periods.
• Oversaw department managers, supervisors, and seasonal staff to ensure alignment with business objectives.
• Coordinated cross-functional teams to deliver projects on schedule and achieve key milestones.
• Translated senior leadership directives into clear, actionable frontline policies and successfully implemented organisational changes.
• Controlled labour costs, stock levels, and departmental budgets, improving financial performance and reducing overheads.
• Managed supplier relationships, procurement processes, and vendor negotiations for retail and food & beverage operations.
• Ensured full compliance with health & safety regulations, food safety standards, and operational procedures.
• Maintained exceptional guest experience standards within a fast-paced tourism setting.
• Identified operational bottlenecks and implemented effective solutions to increase productivity and efficiency.
• Fostered a collaborative, high-performance team culture that encouraged innovation, continuous learning, and professional development.
• Led teams to consistently achieve business objectives within time and budget constraints.
• Supported senior leadership in delivering commercial performance targets and operational improvements.
• Planned and executed operational strategies to meet seasonal demand and maximise revenue opportunities.

Managed six fast-paced outlets on Bournemouth Pier, including three retail stores and three takeaway units, overseeing a workforce of up to 50 employees in a high-volume, seasonal environment.

Led all aspects of people management, including recruitment, training, scheduling, and performance development, fostering a motivated and customer-focused team. Took ownership of stock control and high-volume purchasing, building strong supplier relationships to ensure consistent product availability and cost control.

Delivered high standards of customer service across all locations, handling escalated issues and driving a positive customer experience. Ensured full compliance with health & safety and food hygiene regulations, maintaining safe and efficient operations at all times.

Monitored sales performance, controlled costs, and supported profitability through effective operational planning and decision-making during peak trading periods.

Successfully led the development and refurbishment of all six outlets, modernising retail and takeaway spaces to improve operational efficiency, enhance customer experience, and increase overall sales performance.

Joined the company in March 2016 as a General Assistant and rapidly progressed through the organisation, demonstrating strong performance, reliability, and leadership potential. Promoted to Departmental Assistant Manager by July 2017 and subsequently to deputy manager by April 2018.

Gained comprehensive experience across both retail and takeaway operations, developing a strong understanding of customer service, stock control, team coordination, and daily operational management. Took on increasing responsibility for purchasing, ordering, recruiting, training, and ensuring high standards of service delivery.

Recognised for a proactive approach, ability to perform under pressure, and commitment to continuous improvement, contributing to the overall efficiency and success of the business.