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Welcome Manager
2 weeks ago
Summary We have an exciting opportunity to lead a small team of welcome staff and volunteers at property. As Welcome Manager, you'll head up the staff & volunteer team, on nominated weekends and bank holidays, to welcome our visitors and help them enjoy their visit.As the most senior person on site, you'll lead and empower your team to respond to customer enquiries and site issues and be the face of the National Trust. You’ll be experienced in managing people, delivering outstanding customer service and leading on riskmanagement.
This role is based on annualised hours, where the amount of hours you work each month may vary, however your salary will be paid in 12 equal instalments over the year
What it's like to work here The Lanhydrock estate comprises a grade 1 listed mansion set in a 25 acre garden and surrounded by 910 acres of countryside. The property is presented today at its late Victorian zenith when it was the home of Thomas, 2nd Lord Robartes, his wife Mary andtheir large family who were looked after by a staff of 80. The property offers a fascinating insight into the workings of a country estate, both above and below stairs.
In 2014 the outdoor offer was expanded to include 14km of off-road cycle trails, skills area and a cycle hire business. The cycle hire runs year-round (every day except 25 Dec) and as such the post-holder is expected to work weekends and bank holidays ona rotational basis. The property welcomes around 500,000 visitors a year to its wider estate and 40,000 users to the trails.
For more information about our property please visit lanhydrock
What you'll be doing You’ll 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'll have responsibility for the day to day operation of the welcome area and ensure the delivery of the highest standards of service and visitor experience, using sound judgement and decision making, in line with National Trust guidelines and policies.You’ll be using your creativity and communication skills both to inspire and motivate your staff and volunteers, and to help provide the friendly face of the National Trust to thousands of visitors.
Who we're looking for We'd love to hear from you if you have:
- 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)
The package 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 audienceswe serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.
- Flexible working whenever possible
- Free parking at most locations
- Free entry to our properties for you, a guest and your children (under 18)
- Substantial pension scheme of up to 10% basic salary
Click here to find out more about the benefits we offer to support you.
