Welcome Manager

Job Description

Summary:We have an exciting opportunity to lead a small team of welcome staff and volunteers at property. Hours: This is a fulltime role with 37.50 hours per week. There will be weekend, bank holiday and school holiday working; to be discussed at interview.Salary:£20721 per annumContract: Permanent roleWhat its like to work here:The role will be across the Batemans and Bodiam portfolio but based at Batemans. The Batemans and Bodiam Castle portfolio consists of two very different properties run by one passionateteam. Bodiam Castle is an impressive 14th century moated castle and one of the most famous castles in Britain. The spiral staircases and original features make for an ever-inspiring atmosphere with a strong spring and summer business appealing to tourists,families and school groups from the UK and overseas.Ten miles away in Burwash nestles Batemans, the former home of Rudyard Kipling. This 17th century house remains much the same as the world-famous writer left it. Batemans has a real family feel, with a teamwho will give you a warm welcome. The garden and landscape at Batemans provided the inspiration for Rudyards medical tales in Puck of Pooks Hill and Rewards and Fairies. Nestled in a peaceful corner of East Sussex with beautiful surrounding, this is a greatplace to live and work.What youll be doing: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 the most senior person on site, you will leadand 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 and leading on risk management. Youll have overall responsibilityfor 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 higheststandards 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, andto 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 supportthrough 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 experienceof 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)