At a Glance
- Tasks: Lead and enhance visitor experiences at a top heritage attraction.
- Company: Kents Cavern, a leading prehistoric site in Devon.
- Benefits: Competitive salary, hands-on training, and a vibrant team culture.
- Other info: Opportunity for career growth in a dynamic environment.
- Why this job: Join a passionate team and create memorable experiences for visitors.
- Qualifications: Experience in customer service and team management is essential.
The predicted salary is between 30000 - 40000 £ per year.
Kents Cavern is one of Britain's most important prehistoric sites and a leading heritage attraction, proudly recognised as the number 1 thing to do in Devon on TripAdvisor. We are committed to delivering outstanding, memorable experiences for every visitor, combining history, storytelling, and exceptional customer service.
We are looking for a highly organised, hands‐on Visitor Experience Manager to lead our frontline operation and ensure the smooth day‐to‐day delivery of an exceptional visitor experience. This is a practical and immersive role. You will be actively involved in all areas of the business, developing a deep understanding of our offer. As part of this, you will train as a tour guide, becoming confident in delivering tours and supporting the team during busy periods.
You will take ownership of staffing, rotas, visitor flow, and customer experience across all touchpoints onsite, online, and over the phone, ensuring the operation runs efficiently, safely, and to consistently high standards.
What You'll Be Responsible For
- Leadership & Team Management
- Direct line management of tour guides, ticketing staff, and children's activity teams
- Working with the General Manager to recruit, onboard, train, and develop seasonal and permanent staff
- Deliver effective, engaging training to ensure all team members provide high‐quality, accurate, and memorable experiences
- Foster a positive, motivated, and professional team culture
- Operations & Planning
- Create and manage staffing rotas that align with visitor demand
- Ensure the site is always appropriately staffed and operating efficiently
- Take a hands‐on role in daily operations, including guiding tours when required
- Provide staffing support for installations, new product launches, and operational builds
- Take responsibility for cash management on site
- Visitor Experience & Flow
- Oversee the full visitor journey from first contact through to departure
- Monitor and manage visitor flow, queues, and capacity
- Ensure a seamless, welcoming, and engaging experience across all touchpoints
- Handle escalated customer issues professionally and effectively
- Standards & Presentation
- Take full responsibility for the cleanliness and presentation of all visitor‐facing areas, including entrances, exits, toilets, queues, and shared spaces
- Ensure cleaning schedules are in place, followed, and consistently maintained throughout the day
- Uphold high standards across the site at all times
- Systems, Products & Delivery
- Set up and manage ticketing products, ensuring accuracy and readiness for sale
- Support the delivery of tours, events, and bookings in collaboration with wider teams
- Ensure operational readiness for new experiences and product launches
- Health, Safety & Compliance
- Work closely with health & safety and maintenance teams to support drills, evacuations, and safety procedures
- Ensure all daily and monthly operational checks are completed and standards maintained
- Identify risks and ensure issues are logged, reported, and resolved promptly
- Communication & Continuous Improvement
- Act as the key point of contact for identifying and resolving operational issues
- Monitor visitor feedback and implement improvements to enhance the experience
- Communicate clearly with senior management on performance, challenges, and opportunities
What We're Looking For
- Proven experience managing customer‐facing teams in a fast‐paced environment
- Strong organisational skills with the ability to plan ahead and manage multiple priorities
- Confident leader who can motivate, train, and develop a diverse team
- Excellent customer service and communication skills
- Calm, practical, and solutions‐focused under pressure
- Experience managing rotas, staffing levels, and budgets
- Comfortable working with ticketing systems and operational processes
- A hands‐on approach and willingness to be fully involved in day‐to‐day operations
Experience
- Experience leading a team within a heritage or tourist attraction setting would be favourable
- We use Digitickets as our back‐office system and Propoint for our POS. Experience with these systems would also be beneficial.
The role is available from 1st May 2026. A later start is possible for the successful candidate if they are required to serve a notice period on their current employment.
Visitor Experience Manager in Torquay employer: KC – Management
Kents Cavern is an exceptional employer, offering a vibrant work culture that prioritises teamwork and professional development in the heart of Devon's stunning landscape. As a Visitor Experience Manager, you will not only lead a passionate team but also engage directly with visitors, ensuring memorable experiences while benefiting from ongoing training and growth opportunities within a renowned heritage attraction. Join us to be part of a dedicated team that values creativity, customer service excellence, and a commitment to preserving history.
StudySmarter Expert Advice🤫
We think this is how you could land Visitor Experience Manager in Torquay
✨Tip Number 1
Get to know the company inside out! Research Kents Cavern, its history, and what makes it a top attraction. This will help you tailor your approach during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips and might even put in a good word for you. Plus, it’s a great way to learn more about the team culture.
✨Tip Number 3
Prepare for hands-on scenarios! Since this role is practical, think about how you would handle real-life situations, like managing visitor flow or resolving customer complaints. Practising these scenarios can give you an edge.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Kents Cavern team. Don’t miss out!
We think you need these skills to ace Visitor Experience Manager in Torquay
Some tips for your application 🫡
Show Your Passion for Visitor Experience:When writing your application, let your enthusiasm for creating memorable visitor experiences shine through. We want to see how you can bring history and storytelling to life for our guests!
Tailor Your Application:Make sure to customise your CV and cover letter to highlight relevant experience in managing customer-facing teams. We love seeing how your skills align with the role of Visitor Experience Manager!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences are easy to spot. No need for fluff—just the good stuff!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Kents Cavern!
How to prepare for a job interview at KC – Management
✨Know Your Visitor Experience
Before the interview, dive deep into Kents Cavern's offerings. Familiarise yourself with their tours, customer service approach, and any recent visitor feedback. This will help you demonstrate your understanding of what makes a great visitor experience and how you can contribute.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams in fast-paced environments. Think about specific situations where you motivated staff or resolved conflicts. This will highlight your ability to lead and develop a diverse team effectively.
✨Be Ready for Practical Scenarios
Expect questions that assess your problem-solving skills under pressure. Prepare to discuss how you'd handle busy periods, manage visitor flow, or resolve customer complaints. Practising these scenarios will help you feel more confident during the interview.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the team culture, upcoming projects, or how they measure visitor satisfaction. This shows your genuine interest in the role and helps you gauge if it's the right fit for you.
