Welcome Manager

Location

Wolverhampton, West Midlands | United Kingdom

Job description

We're looking for a Welcome Manager to join a rapidly growing National Trust property. In 2024 we are increasing our opening from 4 days to 6 days between April-October, trialling different ways of opening the site on Tuesdays and Thursdays.

This is our anticipated salary from 1st April but is subject to final confirmation following the Trust’s annual pay review process. 

Reporting to the Property Operations Manager, you'll line manage 4 staff. Whilst the role profile only mentions the Welcome team, the small staff structure of Moseley means you'll also manage the Facilities Assistants.

Part of the Property Leadership Team, you'll 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 the daily site opening. You'll usually work 4 days a week with frequent weekend and bank holiday working and occasional evenings for special events. 

You’ll have overall responsibility for the team, and their safety and working practices, working closely with the Property Operations Manager to develop the site offer.

You'll 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 good 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 have a keen eye for detail, ensuring the site is presented at its best to help visitors to enjoy their day.

Acting as Duty Manager for the whole property on a rota basis, you'll be the site lead and point of escalation for any issues. This involves supporting all teams operationally during busy periods, be it carparking, clearing trays in our café, helping the house team close down, and helping manage first aid or other incidents. 

We'd love to hear from you, if you have:

• Good practical experience in visitor business,in tourist, heritage or relevant visitor services environment
• Naturally curious about people, and with an enthusiasm 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)

Please submit a cover letter alongside your CV.

Job tags

Salary

£19.09k per annum