The Purpose

The purpose of the Boat Captain role is to enhance the visitor experience by delivering safe, engaging, and memorable boat trips on the lake. Through excellent customer service and strong operational standards, the role helps showcase Trentham and ensures visitors leave with a positive and lasting impression.

The Person

The Boat Captain plays a key role in delivering the boat trip experience, taking ownership from the first point of contact through to providing a warm and enjoyable journey on the lake. You are a confident, customer-focused individual who communicates clearly, builds rapport with visitors, and ensures every trip is safe, welcoming, and memorable.

Required Experience

Previous experience in operating or sailing a boat is required. 

• Maritime and Coastguard Agency (MCA) training is desirable; however, training can be provided for the right candidate. 
• Flexibility is required in relation to working days and hours, including weekends and peak visitor periods. 

Skills

Customer Service & Communication 

• Strong verbal communication skills to engage with visitors of all backgrounds.
• Ability to provide friendly, professional, and informative guest interactions.
• Active listening skills to understand visitor needs and respond effectively.

Operational & Organisational Skills 

• Ability to handle ticketing, bookings, and retail transactions accurately.
• Strong multitasking skills to assist multiple visitors at once.
• Attention to detail to ensure exhibits, displays, or retail areas remain presentable.
• Must be calm headed and be able to deal with any incidents if they arise.

Problem-Solving & Adaptability 

• Ability to handle visitor complaints or concerns with professionalism.
• Quick-thinking and adaptable in fast-paced or high-footfall environments.

Teamwork & Collaboration 

• Works well as part of a team and supports colleagues in daily operations.
• Ability to follow instructions from supervisors while taking initiative when needed. 

Knowledge & Interest (preferred but trainable) 

• Interest in the venue’s history, location and what Trentham stands for.
• Basic health & safety awareness and emergency response knowledge as well as having a First Aid.

Key Accountabilities

Guest Welcome & Orientation

• Welcome passengers aboard in a friendly, professional manner, creating a positive first impression of Trentham Estate.
• Assist guests with safe embarkation and disembarkation, including those with additional access needs.
• Deliver clear pre-departure briefings, outlining safety procedures and what guests can expect during their lake journey. 

Information & Guidance

• Provide accurate and engaging information about Trentham Estate, its gardens, lake and surrounding habitats.
• Answer visitor questions confidently and direct guests to other attractions, facilities and events across the estate.
• Promote awareness of Trentham’s natural environment and encourage respectful behaviour around wildlife and the lake. 

Customer Service Excellence

• Deliver consistently high standards of customer service, ensuring every guest enjoys a safe, relaxed and memorable experience.
• Act as a positive ambassador for Trentham Estate, reflecting its values, professionalism and commitment to visitor enjoyment.
• Handle visitor queries or concerns calmly and efficiently, escalating issues where appropriate. 

Operational Support

• Safely operate and captain passenger boats in line with scheduled services and operational requirements.
• Conduct routine checks of vessels before, during and after service, reporting any defects or maintenance needs promptly.
• Work collaboratively with Visitor Services, Gardens and Events teams to support peak periods and special events. 

Safety & Security

• Maintain the highest standards of safety and compliance, adhering to all relevant health, safety and operational procedures.
• Monitor weather, water and operational conditions, making informed decisions to ensure passenger and crew safety.
• Respond effectively to incidents or emergencies, following Trentham Estate’s safety and emergency protocols.
  

Engagement & Experience Enhancement

• Enhance the visitor experience through confident boat handling, smooth journeys and engaging interaction with guests.
• Share points of interest, wildlife sightings and seasonal highlights to bring the lake and landscape to life.
• Support Trentham Estate’s reputation as a leading visitor attraction by delivering driving excellence and memorable experiences on the water. 

Fixed term contract from April to September, including weekends and bank holidays.

To apply, please send your CV and cover letter to HR@trentham.co.uk