Welcome Manager

Job Description

Summary We have an exciting opportunity to lead a small team of welcome staff and volunteers at property. As Welcome Manager, you will head up the staff & volunteer team, on nominated weekends and bank holidays, to welcome our visitors and help them enjoytheir visit. As the most senior person 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. Youll be experienced in managing people, delivering outstanding customer service andleading on risk management. What its like to work here Dunham Massey is a 3,000-acre estate situated approximately 10 miles south of central Manchester and three miles south of Altrincham. Roger Grey, 10th Earl of Stamford, gave it to the National Trust in1976 and today it attracts over 500,000 visitors a year. This elegant Georgian mansion, set within a magnificent 300 acre deer park and including one of Britains finest winter gardens, is a very popular visitor attraction with over 100 staff. The busy team has a strong commercial focus and a fast-paced environment. Within the park walls there is also a shop, caf, restaurant and ice cream parlour. On the wider estate, there are 20 farms, 100 cottages, a golf course and an award winning housingdevelopment. The house, garden and parkland hide many layers of history and have many stories to tell.Click here for more information about this location What youll be doing Youll 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 operationof 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. Youll 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 dealwith 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 were 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).

The package The National Trust has the motto For everyone, for ever at its heart. Were working hard to create an inclusive culture, where everyone feels they belong. Its important that our people reflect and represent the diversity of the communities and audienceswe serve. We welcome and value difference, so when we say were for everyone, we want everyone to be welcome in our teams too.Wherever youre from, and whatever your background, we want to hear from youand it doesnt matter if youre jam first, cream first, or even if you dont like scones at all. Everyone is welcome.Benefits for working at the National Trust include:

• Flexible working whenever possible

• Free parking at most locations

• Free entry to our properties for you, a guest and your children (under 18)

• Substantial pension scheme of up to 10% basic salary

Click here to find out moreabout the benefits we offer to support you.