Assistant Visitor Experience Manager - Heritage Site

Assistant Visitor Experience Manager - Heritage Site - Part-time, Permanent (4-days out of 7) - Central SW London - £24,800 + excellent benefits

This heritage site, with vast gardens and historic buildings is opening a new visitor centre for visitors who will have access to the new shop, museum, cafe, etc, as well as enjoying guided tours and able to admire the history and architecture, as well as learn more about some of the retired residents living in the grounds and enjoy the gardens and vast grounds. The purpose of this role is, when on duty, is to support the Senior Visitor Experience Manager & to be responsible for the day to day duty management of the Visitor Centre and to support the retail and museum, tours aspects of the operation The role encompasses driving high levels of customer service, sales and facility presentation.

SALARY ETC:

• This is a permanent part-time role, working 4 days out of 7-day, on a rota basis, working out at 32-hours a week and includes breaks.
• The role will require regular weekend and occasional evening working for events etc.
• It is located in the central SW London area.
• £24,800 per annum (for 32-hours, including breaks)
• Permanent, Part-time
• Excellent benefits such as enhanced holidays, training and development, discounts on all on-site outlets, free and discounted events, on-site gym, etc.

REQUIREMENTS:

• Must have full rights to work in the UK (sorry but not able to consider people on highly skilled visas, or needing sponsorship, or student visas)
• At least 2 years working in a public facing visitor attraction, museum, hospitality or leisure venue
• Experience supervising a team
• Knowledge of using relevant IT tools, including EPOS and ticketing systems
• Teamworking and motivational leadership skills
• Ability to prioritise, multi-task and delegate, Excellent customer service skills
• Computer literate, with experience of the Office suite (Word, Excel, Outlook), and Numerate
• NVQ in hospitality, retail, leisure or catering operations, or similar.
• Ability to exemplify exceptional customer service
• Highly organised and able to work on own initiative
• Excellent attention to detail, Ability to work calmly under pressure, Both self-motivated and a team player

DUTIES TO INCLUDE:

• When on duty, to be responsible for the delivery of a high quality and safe visitor experience within the Visitor Centre and for tour participants.
• Ensure the business operations are sufficiently staffed during all opening times with support from Volunteers.
• To support and deputise for the Senior Visitor Experience and Programme Manager, Tours Manager, Gift Shop Manager as necessary.
• When on duty be responsible for the supervision all staff and volunteers to ensure consistency of approach in delivering high standards of customer service.
• Support the Senior Visitor Experience and Programmes Manager and the Retail Manager to ensure the relevant team members are fully trained on operational procedures for using the Post Office systems, EPOS system, E-commerce system and the ticketing system for exhibition visits, tours and events.
• Ensure any discrepancies in cash or card payments are investigated promptly.
• Liaise with visitors and staff to maintain high standards and respond to visitor feedback effectively. Ensure all visitor complaints are dealt with efficiently and effectively, escalating to the Senior Visitor Experience and Programme Manager as necessary.
• To be responsible for the safe operation of the facility providing first hand control of situations as they arise.
• Help maintain the condition of the site and its facilities, clearing up obvious litter and repairing/reporting any damage immediately.
• Assist as required in the planning, operation and hosting of private events and evening hire.