Visitor Experience Team Leader

3 weeks ago

Edinburgh, United Kingdom Lost Shore Surf Resort Full time

Join Our Team: 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


 

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