Visitor Experience Manager

5 days ago

Towcester, Northamptonshire, United Kingdom Canal & River Trust Full time

Job Purpose

The Canal & River Trust is seeking a highly skilled and experienced Duty Manager to join our team at Stoke Bruerne visitor attraction. As a key member of our operations team, you will be responsible for delivering a world-class visitor experience, exceeding customer expectations, and driving business growth.

Key Responsibilities

  • Lead and motivate teams of staff and volunteers to deliver exceptional customer service across the site, including retail, food and beverage, trip boats, events, interpretation tours, and talks.
  • Create a culture of continuous improvement, encouraging staff to raise the levels of staff satisfaction and overall visitor experience.
  • Be visible on shift, proactive in anticipating issues, and meticulous in presenting a high-quality heritage attraction each day.
  • Embody a sense of theatre to present a 'performance' to visitors, ensuring high standards in cleanliness, maintenance, interpretation, displays, activities, welcome, and farewell.
  • Maintain procedures to ensure compliance with legal, financial, maintenance, and safety standards, including risk assessments and method statements.
  • Assist the Attraction Manager in exceeding business plan objectives, regularly reporting on KPIs and variations, and contributing to developing budgets, forecasts, and project plans.
  • Lead on compliance with relevant legislation and Trust rules, including food hygiene standards, financial management, and internal procedures to minimize risk.
  • Drive sales and F&B income generation, target setting, cost control, and resource management, taking actions to deliver KPIs and budgets.
  • Identify maintenance requirements, prioritize tasks, and liaise with operational teams, contractors, and Trust management structures as necessary.
  • Source and negotiate contracts with suppliers, manage procurement, relationships, and contracts.
  • Support visitor experience programming with innovative, flexible, and seasonal ranges, menus, and promotional offers, creating and delivering packages with local businesses to increase spend.
  • Recruit, develop, and support staff and volunteer teams, monitoring performance against standards, including direct visitor and social media feedback, qualitative research, and financial KPIs.
  • Display Trust values and behaviors linked to diversity and inclusion at all times.
  • Work flexibly over a 7-day rota.

About You

We are looking for a highly skilled and experienced individual with:

  • Proven experience in a similar role within a visitor attraction customer service environment.
  • Customer sales experience, handling cash in accordance with defined procedures.
  • Leading and motivating teams, directing, prioritizing, and delegating daily tasks.
  • Budgets, forecasting, and management reporting.
  • IT proficiency, including Microsoft Office, Outlook.
  • Creative ideas for promoting events and collaborating with colleagues to create social media and local promotional materials.
  • Ability to work flexibly, multitask, and prioritize work as part of a duty rota.
  • Valid driving license.

We are open to considering candidates who can demonstrate effective people leadership and team management experience, and a genuine appreciation of the importance of volunteer contributions to the success of Stoke Bruerne Attraction and environment.

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