Address
Form of work
SalaryWe have an exciting opportunity to lead a small team of welcome staff and volunteers. As Welcome Manager, you will head up the staff & volunteer team, on nominated weekends and bank holidays, to welcome our visitors and help them enjoy their visit.
As a senior member of staff on site, you will lead and empower your team to respond to customer enquiries and site issues and be the face of the National Trust. You’ll be experienced in managing people, delivering outstanding customer service and leading on risk management.
Reporting to the Property Operations Manager, you'll manage a small team of around 3 staff, plus volunteers.
You’ll have overall responsibility for the team, and their safety and working practices, working closely with the Visitor Experience & Operations Manager to develop the site offer.
Responsible for the day to day operation of the welcome area, you'll ensure the delivery of high standards of service and visitor experience, using good judgement and decision making, in line with National Trust guidelines and policies. You’ll be using your creativity and communication skills both to encourage and motivate your team and to help provide a friendly face to thousands of visitors. You will be applying your high level of competence to deal with service recovery without senior support being on site. You will engage with all our visitors to inspire support through membership, and help visitors to enjoy their stay.
You may have to work at another nearby car park site and would need to be able to drive a National Trust vehicle to that site.
To deliver this role successfully, you'll need:
- experience managing a team
- good practical experience in visitor business, in tourist, heritage or relevant visitor services environment
- naturally curious about people, and with a passion to and experience of delivering the highest standards of customer service
- excellent organisational skills
- confident leader, adaptable and responsive under pressure
- ability to initiate service recovery without senior support
- good IT skills (all MS Office)
- a full UK driving licence
