VISITOR EXPERIENCE MANAGER

At WINDERMERE JETTY

Location: Windermere

Contract: Part time

Salary: £22,000 per annum, pro-rata

Posted date: 01/06/21

Closing date: 10/06/21

Job Description

As Visitor Experience Manager you will inspire staff and volunteers in establishing high quality standards in visitor experience, audience engagement, operational management and commerciality.

You will work with the other Visitor Experience Managers in leading a team of staff and volunteers, having day-to-day duty management responsibility for the operation of the site. This will include visitor experience, catering, retail and estate-wide operations and events.

Job Duties

Key Responsibilities:

- To be a daily Duty Manager at our venues, worked on a rota system over a seven day week.

- Through your attention to detail and presence across site, you will deliver an outstanding visitor experience throughout the visitor journey by ensuring the wider team give a warm welcome to all visitors by meeting and greeting, providing an efficient ticketing service, delivering a great retail experience, coordinating group visits on site, responding to visitor queries and feedback appropriately and ensuring visitor information is current and in good order.

- Continually look for ways to enhance the visitor experience and increase visit opportunities focused on intended audiences, for example, families. Work with colleagues in Participation and Learning, Curatorial, Business Development, Marketing, and Fundraising teams to develop and deliver an offer in keeping with audience needs.

- Ensure a high level of housekeeping, security, public safety, hygiene and maintenance is achieved through responding to issues immediately, undertaking regular checks on a regular basis and complying with relevant legislation and Lakeland Arts policies.

- Work with the Visitor Experience Management team on site to ensure the operation is cost effective by controlling expenditure, managing stock carefully, handling cash appropriately, monitoring car park ticketing (Windermere Jetty Museum) and providing appropriate management reports demonstrating effective and efficient management of the site including visitor numbers and sales figures.

- Ensure sufficient visitor focused staff are in place at all times through effective recruitment, staff development, rota development, holiday and sickness management and provide an accurate summary of the timesheets to payroll.

- Work with, and analyse, sales through our EPOS system, working with the Business Development Manager and their team to maximise sales income and margin across all activities.

- Work with the Business Development team, to deliver special events, such as private hire, ticketed events, exhibition openings, lectures and concerts, photographic and film shoots ensuring all required resources are available and they are run in an inclusive and welcoming manner.

- Work with the Participation and Learning, and Curatorial teams to make arrangements for activities that take place in and outside the venue.

- Support audience understanding and research that will inform future strategic and business plans by assisting to organise surveys and gathering visitor feedback.

- As one of a team of Visitor Experience Managers, you will have a specific responsibility for leading the events activity, this will involve working with colleagues across the organisation to develop our public events programme and oversee its delivery. You will lead on the delivery of private events, which include weddings and private functions.

- Contribute to Lakeland Arts stakeholder events and other activities to promote Lakeland Arts and involve local communities, visitors and key stakeholders in the organisation and its activities.

- Across our sites, integrate volunteers into the visitor experience team, manage and develop their involvement as invigilators, tour guides, visitor welcome etc. including ensuring sufficient numbers of volunteers are available to help.

How to apply:

You must complete an application form available to download from the Lakeland Arts website www.lakelandarts.org.uk/jobs in Word and PDF formats.

You may attach a covering letter but please don’t send pictures or photographs. Sorry, but we don’t accept CVs.

In completing your application, you must tell us how you meet the essential qualification, experience, skills, and qualities outlined in the Person Specification. We’ll assess how you meet them through the application form and interview. We’ll let you know if we plan to include a presentation or a skills test if you are invited for interview.