Visitor Experience Manager - Aylesbury, Aylesbury

Social network you want to login/join with:

Visitor Experience Manager – Aylesbury, Aylesbury

Client: The National Trust

Location: Aylesbury, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 742087339c01

Job Views: 4

Posted: 13.02.2025

Expiry Date: 30.03.2025

Job Description:

Visitor Experience Manager – Aylesbury

Summary

Waddesdon Manor is managed by The Rothschild Foundation. Please click here for more information.

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. 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, 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.

What it’s like to work here

Waddesdon’s collections are exceptionally rich in fine and decorative arts of the 18th century, assembled by three generations of the Rothschild family. Since 1957 the Manor has been owned by the National Trust and today it is managed by a charitable trust, The Rothschild Foundation, under the chairmanship of Dame Hannah Rothschild.

This is a full-time property-based role, with a minimum of 37.5 hours per week, Wednesday-Sunday.

We encourage all applicants to visit Waddesdon Manor before submitting an application to get a feel for the business and to understand in what capacity the role of Visitor Experience Manager functions. In your cover letter, please outline your experience of visiting the house, including open feedback about what we do well and any suggestions on how we can improve or provide alternatives to the operation. We also encourage a visit to Waddesdon as some of the interview questions will be based around the operation.

We’re able to provide two complementary tickets for yourself and a guest to visit Waddesdon, as well as being able to reimburse expenses for travelling over 25 miles. Please check our website to see when the Grounds are open. The Manor is currently closed, but there are various tours, for example the ‘Putting the House to Bed’ tour, that you are able to go on.

Please contact (emailprotected) for more details on arranging this.

What you’ll be doing

You’ll 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 your knowledge and understanding of best practice within the sector, you’ll play an integral part in developing the Visitor Experience strategy and helping to future proof department objectives and delivery of KPIs.

You’ll be expected to create operational House planning documents, and updating them regularly following operational changes. You’ll be the point of escalation for the visitor experience team, confidently responding to any in-person visitor feedback or complaints.

By liaising between teams and departments, like booking coordinators and private events, you will act as a central point of contact to ensure spaces and resources are efficiently managed in a timely manner. You will conduct informative briefing for staff and volunteer teams ahead of tours and walks, and provide motivational and supportive line management to guide and volunteer teams.

Who we’re looking for

• Operational and line management experience in a fast-paced visitor facing role, preferably within the heritage/museum sector. Also experience of duty and incident management.
• Proven experience and passion for delivering a culture of exceptional visitor experience and engagement activities
• Ability to manage time effectively and efficiently, across project management and daily operations, being visible and providing support to the team, whilst progressing and implementing departmental planning
• Experience of working with and managing volunteers, understanding the different approach needed to reward, recognise and motivate volunteers
• Proven experience of managing staffing levels and rostering to deliver high levels of visitor satisfaction and meet all compliance requirements in line with agreed budgets
• Excellent written and interpersonal skills, including some public presentation or guiding experience
• Some experience of budgetary management and commercial awareness
• Excellent IT skills, particularly around Microsoft Office, with some use of POS and ticketing platforms
• Full driving license

To view the full criteria list and information please read the attached document or visit Visitor-Experience-Manager-Jan-2025.pdf. 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 (emailprotected)

The package

Annual Leave: 33 days increasing to 36 days after 3 years’ continuous service, 38 days after 5 years’ continuous service, and 40 days after 10 years’ continuous service (Bank holidays included).

Matched company pension scheme up to 10% of salary.

50% Discount in Catering Takeaway outlets and 20% in the Manor Restaurant and Stables Cafe, 20% in Retail, 20% at the Five Arrows Hotel.

Beautiful location working within the charity and heritage sector.

Excellent wellbeing support and a focus on staff engagement and leadership development.

Free parking.

All the profits we make goes to the upkeep and preservation of the House & Grounds.

#J-18808-Ljbffr