Visitor Experience Team Leader

3 months ago

Edinburgh, United Kingdom Lost Shore Surf Resort Full time

**Join Our Wave: Visitor Experience Team Leader**

**About Us**:Lost Shore** is about bringing a world-first and world-beating surf resort to the outskirts of the capital. The largest inland wave pool in Europe, arriving next to Europe’s largest indoor climbing arena, is putting Scotland on the map for all the right reasons

But it’s the range of other activities and leisure offerings that make us so special, offering something for everyone.

Picture a surfing paradise where surfers, tourists, and locals converge—a place where adventure meets relaxation.

**The Role: Visitor Experience Team Leader**

The Visitor Experience Team Leader leads and motivates the Visitor Experience Team Members by fostering a positive work environment; encouraging strong teamwork and running shifts, assigning tasks and providing training as and when required. The Visitor Experience Team is responsible for the check in and bookings processes for both accommodation and surf reservations and also handles all general enquiries be that in person, online or via telephone.

**What you will be doing**:

- Delivering the day to day Visitor Experience (VE) Strategy at the Lost Shore Surf Resort (LSSR), Edinburgh.
- Working as the Team Member of the VE Team.
- Responsible for delivering a world class Visitor experience and ensuring that information is delivered accurately, timely and in an appropriate manner.
- Reporting to the VE Manager, the role is a Supervisory role at the LSSR and involves working with and alongside other HOD Team Members.

**Visitor Experience**: Guiding the VE Team to thoroughly understand resort offerings, listen to visitor feedback, communicate effectively, and ensure visitor satisfaction to drive repeat business and recommendations.

**Financial Aspirations**:Collaborating with the VE Manager to deliver the Visitor Numbers budget, ensure team proficiency in CRM and Bookings Systems, manage bookings effectively, handle challenging situations, and adhere to financial policies and procedures.

**Working as a Team**:Working with the VE Manager to recruit top talent, ensure adherence to feedback, support effective communication, and address issues promptly while upholding our People Policies and Procedures**.**

**Ways of Working**:Ensuring the VE Team's actions are compliant, representing our Brand Values, supporting incident management, and maintaining accurate records in line with licences, permits, and consents.

**Qualifications, Skills and Experience**
- Demonstrates exceptional organizational, time-management, and people skills, with a strong drive to motivate, lead by example, and inspire others.
- Maintains a customer-centric approach with high energy levels, handling pressure calmly and effectively while aiming for the highest standards.
- Ethically minded, committed to equality, diversity, and inclusion, with a strong affinity for our products and experiences and a sense of fun.
- Flexible and dedicated, open to working various hours, with a strong work ethic and willingness to tackle challenges head-on and go above and beyond for visitors.

**Why join the Lost Shore Team?**
- A front-row seat to the opening of Europe’s largest inland surf resort.
- Sunsets over the surf lake (because everyone need a moment to breathe).
- A team that knows how to have fun at work but equally understands the value of hard graft.
- A chance to put your stamp on Lost Shore’s legacy.
- On top of an attractive salary you will also enjoy a competitive benefits package including 28 days paid holiday, pension and lots more

INDFOH

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