Application Process
In order to be considered for this role, please submit your CV along with a covering letter explaining how your experience and skills match those outlined in the role profile. Please email these to application@waddesdon.org.uk.
We are able to provide two complementary tickets for yourself and a guest to visit Waddesdon in order to understand in what capacity the role functions, as well as being able to reimburse expenses for travelling over 25 miles. Please contact application@waddesdon.org.uk for more details on arranging this.
Overall Purpose:
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. With extensive management experience in a visitor facing environment, 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 throughout the year, they will 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.
The VEM will 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 their knowledge and understanding of best practice within the sector, they will play an integral part in developing the Visitor Experience strategy and helping to future proof department objectives and delivery of KPIs.
Working Wednesday to Sunday throughout the year, they will be experienced in supporting and delivering a large daily visitor operation and ensuring the best use of staffing and resource across the property.
Primary Responsibilities:
* Have oversight of the House based visitor operation, supporting the AVEM to ensure:
o the consistency of visit for all guests
o presentation standards are exemplary throughout and meet brand guidelines
o compliance throughout the operation
o engagement of staff and volunteers with the purpose of their roles and environment
o visitor feedback is recorded and reviewed, escalating where appropriate
o Create operational House planning document, updating regularly following operational changes
o Look strategically to future proof the house-based visitor operation, regularly benchmarking against other sector leading properties, and implementing change management where necessary
o Actively support AVEM in operational delivery of house opening and tours programme
o Act as a Fire Warden for the property during opening hours
o Act as a point of escalation for the AVEM and team, confidently responding to any in-person visitor feedback or complaints, resolving any issues raised and escalating with suggestions for improvement to the HVE for review where necessary
o Responsible for the oversight and daily operational delivery of the public tours and walks programme non-House based, ensuring it is consistently delivered to a high standard and sufficiently resourced with staff and volunteers
o Act as a central point of contact and liaising between teams and departments to ensure spaces and resources are efficiently managed in a timely manner, in particular: Group Bookings Coordinator, Collections Administrator, and Head of Private Events
o Operational responsibility for the visitor journey and experience, staffing resources and programming at the Wedding Cake/Dairy site, as well as any satellite exhibition spaces
o Conduct informative briefings for staff and volunteer teams ahead of tours and walks
o Line manage the Assistant Visitor Experience Manager (AVEM), providing operational guidance, supporting their growth in post and prioritizing personal development opportunities
o Support & coach the AVEM in managing House based staff (Experience, Operations and Welcome Assistants) and volunteer (House Host) teams
o Consistently provide authoritative and motivational line management for guides and volunteers (Specialist Guides, Garden Guides, Wedding Cake Guides, Visitor Insights volunteers and Hosts & Eythrope Guides and Hosts) teams acting as a friendly and approachable point of contact & where appropriate sharing this responsibility with the AVEM
o Provide motivational and supporting line management for Visitor Insights volunteers and supporting HVE to analyse audiences and the visitor journey
o Create homogenous House team of staff and volunteers, striving to deliver a culture of excellence, whilst adopting a ‘one team’ approach
o Develop a culture of “exceptional service, every time, for everyone” throughout the team and be a role model of best practice
Use experience to look holistically at house-based operation, providing a strategy for implementing best practice:
* Efficient use of staffing resources to ensure compliance obligations are consistently met whilst maximising budgets
* Professional development of staff team members, providing opportunities to maximise skills and experience, train further in role specific areas and opportunities to progress within the department
* Build on the development of house-based volunteer roles, expanding the visitor engagement focus and attracting and retaining diverse volunteer
* Ensure scope for AVEM to be involved in all of the above strategic planning
Please visit our website to see the full job description.
Job Types: Full-time, Permanent
Pay: £32,589.00 per year
Benefits:
* Cycle to work scheme
* Discounted or free food
* Employee discount
* Enhanced maternity leave
* Enhanced paternity leave
* Free flu jabs
* Free parking
* Health & wellbeing programme
* On-site parking
* Sick pay
Work Location: In person
Application deadline: 16/02/2025
#J-18808-Ljbffr