Visitor Experience Manager - National Trust : Job Details

Summary

Waddesdon Manor is managed by The Rothschild Foundation. Please click here for more information.

 *We will not be accepting applications via this website. In order to be considered for this role, please submit your CV and covering letter by email to .uk.  Applications made via National Trust Jobs will not be considered.

The Visitor Experience Manager (VEM) is an integral part of the management team responsible for the oversight of a seamless House visit and visitor engagement programme during varied opening hours throughout the year to ensure that every aspect of the experience is taken into account. The VEM will act as an ambassador for our visitors across the property, embedding their needs and expectations at the heart of the visitor experience. With oversight of the house-based visitor operation and shouldering direct responsibility for the seamless visitor engagement programme, you’ll enable a broad range of audiences to have an outstanding and inspirational visit through the consistent quality of our welcome and the stories we tell.

What it's like to work here

 *We will not be accepting applications via this website. In order to be considered for this role, please submit your CV and covering letter by email to .uk.  Applications made via National Trust Jobs will not be considered.

Waddesdon is an historic house and garden open to the public. Waddesdon’s collections are exceptionally rich in fine and decorative arts of the 18th century, assembled by three generations of the Rothschild family. Since 1957 the Manor has been owned by the National Trust and today it is managed by a charitable trust, The Rothschild Foundation, under the chairmanship of Lord Rothschild. Waddesdon welcomes over 350,000 visitors to the property each year and we offer a programme of changing exhibitions, talks and tours, family activities and public events. The income from our shops, restaurants, events, and filming helps support opening the Manor to the public, our education programme, and the care of the buildings, collections, and gardens.

 This is a full-time property-based role, with a minimum of 37.5 hours per week, Wednesday-Sunday.

Click here for more information about this location. You can also read the attached job description. What you'll be doing  *We will not be accepting applications via this website. In order to be considered for this role, please submit your CV and covering letter by email to .uk.  Applications made via National Trust Jobs will not be considered.

You’ll play an important role in the growth and development of the Visitor Experience department, championing excellence in operational delivery, recruitment, training, customer best practice, and engagement initiatives. Using your knowledge and understanding of best practice within the sector, you will play an integral part in developing the Visitor Experience strategy and helping to future proof department objectives and delivery of KPIs.

You’ll be expected to create operational House planning documents, and updating them regularly following operational changes. An important part of the role is to look strategically to future proof the house-based visitor operation, regularly benchmarking against other leading properties and implementing changes where necessary. You’ll be the point of escalation for the visitor experience team, confidently responding to any in-person visitor feedback or complaints. You will resolve any issues raised and escalate them with suggestions for improvement where necessary.

By liaising between teams and departments, like booking coordinators and private events, you will act as a central point of contact to ensure spaces and resources are efficiently managed in a timely manner. You will conduct informative briefing for staff and volunteer teams ahead of tours and walks, and provide motivational and supportive line management to guide and volunteer teams. It is also your role to contribute to the implementation of staffing plans to ensure all aspects of the visitor operation are sufficiently resourced and align with agreed budgets.

Who we're looking for  *We will not be accepting applications via this website. In order to be considered for this role, please submit your CV and covering letter by email to .uk.  Applications made via National Trust Jobs will not be considered.

Operational and line management experience in a fast-paced visitor facing role, preferably within the heritage/museum sector

An accomplished and experienced line manager with an empowering style, and motivational skills including coaching, team development and effective communication

Proven experience and passion for delivering a culture of exceptional visitor experience and engagement activities

Ability to manage time effectively and efficiently, across project management and daily operations, being visible and providing support to the team, whilst progressing and implementing departmental planning

Extensive knowledge of best practice and trends within the museum/heritage/visitor attraction sector, with experience of analysing current practices and developing and delivering operational change

Experience of working with and managing volunteers, understanding the different approach needed to reward, recognise and motivate volunteers

Sound understanding of collection care/conservation strategies and techniques

Ability to remain calm and confident under pressure, using sound operational judgement to resolve issues, with experience of coaching others to attain similar confidence

Proven experience of managing staffing levels and rostering to deliver high levels of visitor satisfaction and meet all compliance requirements in line with agreed budgets

Excellent written and interpersonal skills, including some public presentation or guiding experience

Some experience of budgetary management and commercial awareness

Experience of duty and incident management, leading emergency procedures in a public environment whilst remaining calm and confident under pressure

Practical working knowledge of Health & Safety and security legislation and it’s implementation in a visitor focused environment

Excellent IT skills, particularly around Microsoft Office, with some use of POS and ticketing platforms

A keen interest in heritage, arts management and the outdoors, with a particular reference to decorative arts and historic gardensFull driving license<