Location: Waddesdon, Buckinghamshire
Salary: £32,274 per annum
Job Type: Permanent, Full-time
About us:
Waddesdon Manor was built by Baron Ferdinand de Rothschild between 1874 and 1885 to display his collection of arts and to entertain his friends. It is now open to the public and we welcome thousands of visitors each year who come to appreciate the exceptional architecture, art collections and gardens.
Role Overview:
You will be responsible for developing a culture of ‘exceptional service, every time, for everyone,’ leading by example and inspiring the wider visitor experience team to deliver outstanding customer service. With extensive management experience in a visitor facing heritage environment, you will act as an ambassador for our visitors across the property, ensuring their needs and expectations are embedded at the heart of all operations.
Key Responsibilities:
Operational Management
• Oversee the visitor experience within the house, supporting the Assistant Visitor Experience Manager (AVEM) to ensure:
o A consistently high-quality experience for all guests.
o Impeccable presentation standards aligned with brand guidelines.
o Full compliance with operational policies and procedures.
o Staff and volunteers are engaged with their roles and environment.
o Effective staffing plans that align with budget and operational needs.
• Strategically plan for the future of the house-based visitor operation by benchmarking against industry leaders, implementing best practices, and managing change where needed.
• Support the AVEM in the operational delivery of house openings and tours.
• Serve as an escalation point for visitor feedback or complaints, ensuring prompt and confident resolution.
Tours & Walks Operation
• Oversee the daily delivery of the public tours and walks program, ensuring high-quality, well-resourced experiences. • Act as a central point of coordination between teams and departments to efficiently manage spaces and resources. • With the AVEM provide motivational and supportive leadership to all guides and volunteers, ensuring visitor expectations remain central to operations.
• Collaborate with relevant departments to create scripts and guidance for walks and tour programme delivery.
• Train as a guide to cover staff/volunteer shortfalls and maintain consistency in the visitor offer.
• Support out-of-hours exclusive access tours, sharing responsibilities with the VE management team.
• Develop industry-leading, accessible, and revenue-generating tour visitor engagement programmes.
• Develop a guide recruitment and training programme.
• Work with the Head of Visitor Experience (HVE), Group Bookings Coordinator, and Marketing team to tailor tours and walks to visitor and group preferences.
People Management
• Line manage the AVEM, providing operational guidance and supporting their professional development.
• Offer strong, motivational leadership to guides and volunteers, serving as an approachable point of contact.
• Recruit, develop, and coach a high-performing, enthusiastic team, setting clear objectives and providing regular feedback.
• Inspire teams to engage with and safely manage the historic environment, fostering a passion for the house, its history, and collections.
• Collaborate with the VE & Volunteering teams to expand and enhance the year-round Visitor Experience volunteering program.
• Lead annual visitor care training for staff and volunteers.
• Provide ongoing role-specific training to ensure high standards of delivery.
Other Duties & Responsibilities
• Work with the Head of Visitor Experience to manage staffing and operational budgets, contributing to financial planning.
• Champion accessibility, ensuring all visitor offers meet best practice accessibility guidelines and supporting the AVEM in developing access initiatives.
• Deputise for the HVE and provide operational duty management in the AVEM’s absence.
• Serve as a second duty manager for large events, overseeing a designated site area and making operational decisions.
• Act as a trained First Aider for Waddesdon staff, volunteers and visitors (refresher/renewal training provided). • Serve as a Fire Marshal (training provided).
• Train as a “White Hat” for Waddesdon’s Disaster Response Team and take a leadership role in major incidents if required.
• Support frontline operations during peak times, major events, or staff shortages as required.
• Stay informed on industry trends and best practices in the heritage/museum sector.
Key Skills & Experience Required
* Minimum of 3 years’ experience in operational and line management within a fast-paced, visitor-focused environment, ideally in the heritage or museum sector.
* Excellent interpersonal skills, adept at building relationships and managing complex stakeholder interests.
* Experience in leading and engaging volunteers, with an understanding of how to effectively motivate, recognize, and reward their contributions.
* Proven passion and experience in delivering exceptional visitor experiences and engagement programmes.
* Strong time management, project management, organisational and problem-solving skills. Familiar with best practices and trends in museums, heritage and visitor attractions, with experience driving operational improvements.
* Strong written and interpersonal skills, with experience in public speaking, guiding, or presenting. Ability to remain calm and confident under pressure.
* Some experience in budget management and commercial awareness. Strong IT skills, particularly in Microsoft Office, with familiarity in POS and ticketing platforms.
What We Offer:
• Waddesdon Discounts – 50% discount in the food-to-go outlets at the Manor. 20% in the Manor gift shop and restaurant, Stables Café, Five Arrows Hotel, and The Bow Pub. 20% discount on special event tickets made available to staff.
• Staff Card - A National Trust staff card entitles two adults and children under 18 years of age free admission to all National Trust properties and 20% discount in NT retail and catering outlets.
• Annual Leave - On starting with us, you will receive 25 days annual leave per year plus 8 public holidays pro-rata. Stay with us for 3 years and this rises to 28 days, 30 days after five years and 32 days after 10 years.
• Sick pay - If you become ill, one week of sick pay during your first 3 months. This rises to a maximum of 3 months full pay within a rolling 12-month period. After four years you also receive a further 3 months at half pay in the rolling 12-month period.
• Pension - We will top up your pension by matching any contribution you make, up to 10% of your basic salary.
• Income Protection – on completing one year of continuous service, income protection may be available at 50% of basic salary for a maximum of 5 years.
• Life Assurance – a lump sum of 4 times basically annual salary is payable upon death in service.
• Flexible & Hybrid Working – we encourage departments to manage their own way of working to suit the workload and nature of the work. We recommend a minimum of 3 days a week on-site.
• Long Service Awards – every 5 years of service, you are invited to a celebration to recognise your contribution to the organisation. A cash sum is awarded as a thank you.
• Mental Health and Wellbeing Support – access to a wellbeing platform and fully funded 1:1 counselling service.
• Enhanced Maternity Pay – after 12 months of continuous service, you can choose 13 weeks of maternity leave at full pay followed by 26 weeks statutory pay.
• Enhanced Paternity Pay – after 12 months of continuous service, you may take 3 months of paternity leave at full pay.
• Eye Care – eye care vouchers for employees who are DSE users.
• Flu Jabs – free flu jabs in October.
• Travel – Cycle to Work Scheme, Season Ticket Loan for train or bus, Octopus Electric Vehicle Scheme.
• Deposit Loan Scheme – financial support to go towards a private rental deposit.
• Access to Perk at Work – access to exclusive discounts from hundreds of retailers, and up to 55% off cinema tickets. • Memberships – 20% discount on new Nuffield gym memberships. 15% off Hartwell Spa Memberships and treatments, and 15% off food in the restaurant.
If you think you would be a great fit for this role, please email your CV and cover letter to application@waddesdon.org.uk