Description

We have an exciting opportunity to lead a small team of welcome staff and volunteers at property. As Welcome Manager, you will predominantly head up the staff & volunteer team at Goddards during our public open days Thursday - Sunday, working alternate weekends, to welcome our visitors and help them enjoy their visit. As one of the most senior people on site, you will play your part as Duty Manager, 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 risk management.

This role is based on annualised hours, where the amount of hours you work each month may vary, however your salary will be paid in 12 equal instalments over the year

Interviews Friday 18th March
You’ll have overall responsibility for the team at Goddards, and their safety and working practices, working closely with the Experience & Visitor Programming Manager to develop an excellent visitor welcome, resulting in outstanding customer service. You'll also work alongside another Welcome Manager and will work together to ensure service is consistent across the York properties and that rotas are covered and the business need is met. On occasion, you will help to cover holiday at Beningbrough and at Treasurer's and when Goddards closes for winter at the end of October, you'll support the team at Treasurer's for the Christmas Experience, ensuring we keep those high standards of service throughout the year.

From March to October you will have responsibility for the day to day operation of Goddards as Duty Manager, with specific attention to 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. 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 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 support through membership and fundraising, and help visitors to enjoy their stay.

Who we're 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)

Post source:jobs.theguardian.com

Posters Information:

Name:NATIONAL TRUST

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