The Deputy Visitor Services Manager is responsible for managing day to day visitor operations at Bath Abbey by leading a team of volunteers and paid staff to deliver a 5-star visitor experience.
The scope of the job is:
To ensure staff and volunteers provide a consistently excellent welcome at the front desk and excellent service as stewards and guides. To continually develop the visitor experience by drawing on best practice and innovation at other similar visitor attractions. To regularly evaluate and report on the quality of the visitor experience.
Ensure all visitors receive a warm welcome to Bath Abbey. Respond to visitor feedback in a professional and timely manner. Ensure all Visitor Services staff and volunteers have a strong knowledge of the visitor offer and are able to communicate this to our visitors. Ensure the Bath Abbey floor and all public areas are presented and maintained to a consistently high standard, ensuring they are clean, uncluttered, safe and attractively presented at all times. Line manage Visitor Services staff and volunteers. Ensure Visitor Services staff are appropriately recruited, inducted, trained and developed. To work closely with the Volunteer Officer to recruit, induct, support, motivate, inspire and train volunteers. Set and review standards for visitor services staff and volunteers and coach the team accordingly. Act as a role model to ensure consistently high levels of customer service are delivered. Ensure appropriate levels of staffing and volunteer support for the Visitor Services Team. Lead daily briefings for visitor services staff and volunteers. Lead in the management and development of the till system for the Visitor Welcome Team. Ensure the safe management of cash handling for the Visitor Services Team. To promote, manage and develop enquiries for group tours and manage the bookings. To work with other departments to ensure events are appropriately stewarded when necessary. This will include the Shoppers’ carol services during the Christmas market. Support the Visitor Services Manager in the production of visitor reports. Support the Visitor Services Manager in the delivery of the Visitor Services Team budget with particular responsibility for growing visitor income through donations and gift aid. Deputise for the Visitor Services Manager and Tower Tours Manager as required.
Minimum of 1-year experience working in a busy customer orientated environment, facilitating excellent customer service Minimum of 1-year line management experience A proven ability to deal with visitor complaints, handle demanding and difficult situations with the public, in a calm and confident manner A flexible, visitor focused approach Knowledge of different access requirements and how to assist visitors Clear and effective written and verbal communication skills Attention to detail and the ability to multi task in a pressured environment without compromising on quality A working knowledge of Microsoft Office software including Outlook, Word and Excel Able to work with own initiative without immediate assistance from manager Able to work as part of a team Previous cash handling/till reconciliation experience Experience of managing volunteers
Desirable: A working knowledge of front of house ticketing systems Experience working in a public facing role at a visitor attraction Experience of Better Impact Volunteer Management Software
Special Requirements Regular weekend work will be required The candidate will be required to submit to an enhanced DBS clearance check
To submit your application please send a full CV and covering letter which explains why you are a suitable candidate and include the details of two references. References will only be taken up once an offer has been made.
Please send your CV and covering letter to:
Visitor Services Manager
Bath Abbey Office
11a York Street
Telephone: 01225 303315
Deadline for applications: Sunday 1 September 2019, 5pm
Interviews will take place: Week commencing 30 September 2019
Organisation name: Bath Abbey
Contact name: Sarah Preece
Contact phone number: 01225303310
Contact website: http://www.bathabbey.org
Type: Full-time (permanent)
Salary: £20k-£23k depending on experience
Deadline for completed applications: Sunday 01 September 2019
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