Visitor Experience Manager

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Visitor Experience Manager – Heritage Location

A leading heritage location is seeking a dedicated Visitor Experience Manager based in Waddesdon, Aylesbury.

This dynamic role involves leading and inspiring the visitor experience team to deliver exceptional service and memorable experiences. Key responsibilities include:

Operational Management:

• Oversee visitor experience and ensure high-quality service.
• Support Assistant Visitor Manager (AVEM) with presentation standards and operational compliance.
• Develop staffing plans aligned with budget and needs.
• Resolve visitor feedback and complaints efficiently.
• Implement best practices and industry benchmarks.
• Manage daily tours and walks, ensuring quality.
• Coordinate resources and spaces across teams.
• Lead and support guides and volunteers.
• Develop accessible and revenue-generating engagement programmes.
• Tailor tours to visitor and group preferences.

People Management:

• Line manage AVEM and support their development.
• Lead, motivate, and coach staff and volunteers.
• Recruit and train teams to engage with the house and its history.
• Conduct visitor care training and provide ongoing development.
• Enhance the volunteering programme.

Our ideal candidate has at least three years of operational management experience, preferably within a heritage or museum setting. You excel in motivating and leading teams to deliver exceptional service and engaging visitors to create inspiring experiences. Your excellent communication skills enable effective management of staff and volunteers, ensuring the highest standards of visitor care. You are proactive, with a keen eye for operational improvements and accessibility enhancements, ensuring seamless, high-quality service.

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