Visitor Experience Manager

In this role, you will be at the forefront of developing our visitor experience as you inspire your team to exceed visitors’ expectations. You’ll be adaptable and thrive in a changing environment, with a continuous improvement mindset and a positive approach to challenges.

The Visitor Experience (VE) Team plays a key role in promoting the Trust and Harewood, developing long-term support and engagement with our visitors. We want our visitors to receive an inclusive welcome at every stage of the visitor journey and be inspired to engage with our diverse visitor offer. The Visitor Experience Manager will lead the team to promote and facilitate sales of special events, merchandise, memberships, experiences, group bookings and gift aid.

This leadership and management role is responsible for day-to-day visitor operations at Harewood, acting as a Duty Manager on a rota basis. You will provide occasional support with the delivery of major and in-house events. You will ensure that all areas are adequately resourced and that standards are upheld in all areas.

KEY RESULT AREAS
Visitor Experience

• Ensure that the VE Team always provides an exceptional visitor experience leading to repeat visitors and long-term engagement with Harewood.
• Undertake regular site inspections to ensure all public spaces are presented to the highest possible standards, noting areas of concern and liaising across departments to ensure any required work is implemented.
• Champion an inclusive and accessible visitor experience, ensuring that VE staff and volunteers receive appropriate training to enable them to share Harewood’s stories with confidence.
• Actively engage in the Trust’s EDI programmes and represent VE at the EDI working group, working with colleagues to ensure diversity and inclusivity is at the heart of everything we do.
• Actively promote gift-aid, setting clear performance targets for the VE Team and ensuring that they receive appropriate training.
• Actively drive sales of Harewood merchandise to enhance the visitor experience and meet income targets.
• Have full and up to date knowledge of all exhibitions, events and experiences, ensuring that information is communicated to the wider team.
• Ensure professional delivery of the House guided tour and talks programme.
• Collate and monitor visitor feedback, identifying and reporting on trends to the Senior Management Team.
• Represent the VE Team at cross-departmental meetings and other planning meetings as appropriate.
• Ensure that all visitor enquiries and feedback is dealt with professionally and efficiently.
• Undertake duty manager and events delivery responsibilities as required, including weekend and evening working.
• Lead on Emmerdale Village Tour operations, ensuring a smooth operation on site and KPI’s and invoices are kept up to date.
• Keep up to date with best practise in front of house excellence to develop and evolve the organisations relevance to diverse audiences.

Leadership and Management

• Inspire and motivate the VE Team and volunteers to ensure that excellent customer service standards are always delivered and all operational requirements are met.
• Recruit and develop enthusiastic and committed VE staff and volunteers to achieve the Trust’s objectives and communicate key messages to visitors.
• Develop and deliver a training programme for VE staff and volunteers encompassing inclusive customer service, organisational knowledge, accessibility and health and safety.
• Work with the Volunteer Co-ordinator and others to deliver successful volunteer-led services and roles such as Harewood’s Shuttle Service and House Ambassadors, ensuring the contribution of Harewood volunteers is recognised and they have a rewarding experience.
• Ensure effective communication across the VE Team through daily briefings, regular team meetings, training days and other forms of communication.
• Produce staff and volunteer rotas as required ensuring staffing levels meet operational and budgetary requirements.
• Undertake administration for the team including timesheet management.

Financial

• Plan, monitor and deliver against all Visitor Experience budgets and financial KPI targets.
• Manage the internal banking and cash reconciliation processes across the site.
• Working closely with other teams to ensure procedures and processes are followed.
• Ensure that ticketing systems are programmed appropriately, including special events.
• Ensure that the VE Team is working to agreed financial systems and processes for all income streams.

Health and Safety

• Contribute to the safety of visitors by ensuring all VE staff and volunteers are aware and trained on all H&S and emergency procedures.
• Be a designated first aider undertaking training as required.
• Act as deputy safeguarding officer to ensure the safety of our visitors.
• Ensure adequate first aid cover across the site during opening hours.
• Compile risk assessments to ensure H&S compliance in connection with all visitor related activities.
• Take a lead role in and coordinate any emergency evacuations as required following emergency procedures, always ensuring the safety of all visitors, staff and volunteers.

General Responsibilities

• Actively contribute to the successful achievement of departmental and charity-wide goals.
• Adhere to all Harewood House Trust policies and procedures.
• Carry out any other duties as reasonably requested by your line manager.