Welcome Manager
4 weeks ago
Job Summary
We are seeking an experienced Visitor Experience Lead to join our team at the National Trust. As a key member of our site operations team, you will be responsible for leading and empowering a team of Visitor Welcome Assistants to deliver an exceptional welcome to all visitors to Kedleston.
About the Role
You will have overall responsibility for the team, and their safety and working practices, working closely with the Visitor Experience & Operations Manager to develop the site offer. You will be responsible for the day-to-day operation of the welcome area and ensure the delivery of the highest standards of service and visitor experience, using good judgement and decision making, in line with National Trust guidelines and policies.
Key Responsibilities
- Lead and empower a team of Visitor Welcome Assistants to deliver an exceptional welcome to all visitors
- Develop and implement strategies to improve visitor experience and engagement
- Work closely with the Visitor Experience & Operations Manager to develop the site offer
- Ensure the delivery of the highest standards of service and visitor experience
- Use good judgement and decision making, in line with National Trust guidelines and policies
Requirements
- Good practical experience in visitor business, in tourist, heritage or relevant visitor services environment
- Naturally curious about people, and with a passion to and experience of delivering the highest standards of customer service
- Excellent organisational skills
- Confident leader, adaptable and responsive under pressure
- Ability to initiate service recovery without senior support
- Good IT skills (all MS Office)
What We Offer
- Substantial pension scheme of up to 10% basic salary
- Free entry to National Trust places for you, a guest and your children (under 18)
- Rental deposit loan scheme
- Season ticket loan
- EV car lease scheme
- Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts
- Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria
- Flexible working whenever possible
- Employee assistance programme
- Free parking at most Trust places
About Us
The National Trust has the motto 'For everyone, for ever' at its heart. We're working hard to create an inclusive culture, where everyone feels they belong. It's important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we're for everyone, we want everyone to be welcome in our teams too.
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