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Visitor Experience Manager

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London, United Kingdom Rubensmanagement Full time

I am recruiting for a Visitor Experience Manager - Soane Stable Yard and Tours to bring excellent Customer Service to a well-known and respected British Charity based in Southwest London. I have been recruiting for this historic and iconic organisation for several years and they are thought of and respected so highly, they are a pleasure to work with and work for.


The purpose of this role is, when on duty, to be responsible for the day-to-day duty management of the SSY and to support the retail and museum aspects of the operation. The role encompasses driving high levels of customer service, sales and facility presentation. The post-holder will be required to work closely with the Senior Visitor Experience and Programme Manager, Visitor Experience Manager – Tour Operations, Audience Engagement team and Post Office and retail teams as well as the catering operator and events suppliers.


Tasks This Role Will Include
  1. When on duty, to be responsible for the delivery of a high quality and safe visitor experience.
  2. Ensure the business operations are sufficiently staffed during all opening times.
  3. To support and deputise for the Senior Visitor Experience and Programme Manager as necessary.
  4. Create schedules for tour provision liaising with the Visitor Experience team.
  5. Ensure the tours are sufficiently staffed during all opening times with support from In Pensioners and Volunteers. Personally provide cover when required.
  6. In conjunction with the Senior Visitor Experience and Programme Manager, be responsible for the supervision and training of all staff, In Pensioners and volunteers to ensure consistency of approach in delivering high standards of tour information and customer service.
  7. Support the Senior Visitor Experience and Programme Manager to ensure the team is fully trained on tour scripts and delivery requirements.
  8. Assess the quality of tours through ad hoc attendance on tours as well as reviewing online and in-person feedback.
  9. Working with the Senior Visitor Experience and Programme Manager to review and make recommendations on Tour scripts amendments. Make suggestions on new tour content and bespoke tour options.
  10. Liaise with visitors and staff to maintain high standards and respond to visitor feedback effectively. Ensure all visitor complaints are dealt with efficiently and effectively.
  11. To be responsible for the safe operation of the facility providing first hand control of situations as they arise.
  12. Respond effectively to any incident on site which might require assistance of the emergency services (such as Police, Ambulance or Fire Services).
  13. Help maintain the condition of the site and its facilities, clearing up obvious litter and repairing/reporting any damage immediately.
  14. Assist as required in the planning, operation and hosting of private events and evening hire.
  15. Deputise for the Senior Visitor Experience and Programmes Manager in their absence.
  16. Provide cover in the absence of another member of the management team.
To be considered for a possible interview, you will need the following skills and attributes:
  1. At least 2 years working in a public facing visitor attraction, museum, hospitality or leisure venue.
  2. Experience supervising a team.
  3. Experience of working to a budget.
  4. Teamworking and motivational leadership skills.
  5. Ability to prioritise, multi-task and delegate.
  6. Excellent customer service skills.
  7. Numerate and Computer literate, with experience of the Office suite (Word, Excel, Outlook).
  8. Tour/script writing – is desirable not essential.

If you think you have what it takes, we would love to hear from you. Please apply now. Applications close on 28/07/24 for interviews on 02/08/24.


This is a permanent part-time role (32 hours per week including lunch breaks) which will require regular weekend and some evening working.


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