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Visitor Services Manager

1 month ago

Windsor, United Kingdom The Royal Household Full time
About the role

It's developing future ambassadors for a world-renowned collection.

It's being trusted to deliver. And it's helping millions enjoy magnificent historic buildings and awe-inspiring art. This is what makes a management career with Royal Collection Trust exceptional.

At the heart of the Visitor Operations Team at Windsor, you’ll be responsible for ensuring every visitor has an exceptional experience.

In a varied and dynamic role, you'll manage all operational aspects of the visitor journey. From customer care and guided tours, to access and security, you'll make sure our guests always receive outstanding service. You'll oversee the departmental budget as well as the co-ordination of staffing for various programmed events and activities throughout the calendar year.

You'll be the person leading and motivating our front-line team to deliver. It's a large and diverse team, and alongside driving people's performance, you'll make sure we're also focused on their ongoing development, helping them to reach their full potential.

We continually review and look to move forwards in the way we work, and your expertise will help develop our future strategy. You'll develop a thorough understanding of the complexities of each site, before making recommendations that will improve our overall operations.

Key Responsibilities

  • To coach and develop the Assistant Visitor Services Managers in their management of direct reports and the delivery of an exceptional visitor experience in line with the Visitor Experience Strategy.
  • You’ll manage and oversee the effective day to day operation of Windsor Castle and Frogmore House, ensuring that the highest standards of safety of visitors and exhibits, security of public and non-public areas, physical presentation and visitor care are maintained.
  • Ensure that the visitor routes are presented to visitors in accordance with the Visitor Services Quality Standards and in keeping with the Royal Collection brand guidelines at all times.
  • To continually investigate, identify, recommend, and implement ideas to improve and develop the visitor experience at the Windsor sites.
  • To represent Visitor Services at project teams and meetings as required to support the development and implementation of any projects which impact upon the visitor experience.
  • To build and maintain effective relationships with colleagues from other, offering operational expertise and to keep abreast of events happening household wide.

There will be some travel involved from Windsor to London. Windsor Castle is under an hour away from London by train from London Waterloo. Parking at Windsor Castle will be provided if required.

About you

Essential Criteria

  • Strong leadership and people management skills with the ability to encourage and develop teams.
  • Substantial experience of people management functions, including recruitment, learning and development, performance, and absence management.
  • Experience of managing operations and delivering the highest standard of customer/visitor service.
  • A genuine desire to work with the public and a passion for delivering excellent customer care.
  • Organised with the ability to work effectively under pressure in a busy environment, and to manage a varied workload crossing short- and long-term deadlines.
  • Clear, confident communication skills and the ability to quickly build effective working relationships with a wide range of people.
  • Have excellent administration and IT skills, with a working knowledge of MS Office.
Benefits

We know that to deliver our best work; we need to feel at our best. That’s why at the Royal Household we offer a generous benefits package designed to support your wellbeing and life priorities.

Enjoy 25 days annual leave, rising to 30 days (plus bank holidays) dependent on the length of time you have worked for us.

Our excellent non-contributory pension plan (we’ll contribute 15% and you can contribute more if you wish) is highly valued by our employees, as is complimentary lunch on-site to keep you fuelled throughout the day.

We also offer a range of leave options to support your life priorities, such as parental pay and leave and volunteering days, as well as benefits to support your physical and mental wellbeing.

Other perks include 20% off at our Royal Collection Trust Shops and complimentary admission tickets across all our locations, along with many more exclusive employee discounts.

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