We have an exciting opportunity to lead a small team of welcome staff and volunteers at Lydford Gorge. 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 one of the senior team 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.
What it's like to work here
What you will be looking after: There are two welcome areas and entrance points to the gorge which are 1 mile apart by road. The welcome manager manages both welcome areas and the staff and volunteers who work in these areas. You will also oversee the day to day running of the second-hand bookshop and manage the volunteers. We operate a Tramper scheme for visitors to book and hire and you will work closely with the Visitor Experience Officer to ensure it is available and safe for visitors to use. You will oversee the Tramper day to day to ensure your team are trained to provide training and the necessary health and safety information for visitors as well as ensure it is in tip top shape to be used. You will ensure our car parks, welcome areas (and areas around them) and second-hand bookshop are welcoming and free of litter.
How it works: The welcome areas are staffed and open between March and October when all the gorge trails are open. Between November and February, the trails are accessible from the waterfall entrance and currently the welcome areas are not staffed. Most of the hours are worked between beginning of March and the end of October including weekends and bank holidays and reflect the seasonality of being in a popular holiday region. Currently during the winter months, you will be expected to work between 1 to 2 days a week.
Duty Management: You will be part of a team of three who are on a duty manager rota during the times we are open to the public. When you are on duty you will be the main contact point for staff, volunteers, and customers in case of emergency, enquiry, or complaint. Alongside this there is a duty ranger who responds to any incidents in the gorge.
What you'll be doing
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.
You will have responsibility for the day to day operation of the welcome area and ensure the delivery of the highest standards of service and visitor experience, using sound judgement and decision making, in line with National Trust guidelines and policies. You'll be using your creativity and communication skills both to inspire and motivate your staff and volunteers, and to help provide the friendly face of the National Trust 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.
Who we're looking for
- 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)
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