The Purpose

To effectively supervise the customer facing representative team of the estate, ensuring all visitors coming to the gardens, events or activities are exceptionally engaged with and feel highly welcomed.

Required Experience

• Experienced in supervising teams to deliver an exceptional customer experience, ideally gained in a hotel, leisure or visitor attraction
• Development of initiatives to improve a customer journey and increase revenue
• Excellent organisation and communication skills
• Outstanding attention to detail, in particular relating to customer service
• Ability to use IT and payment systems confidently
• Act in a consistent, confident, and professional manner, hardworking and passionate about all tasks required from them
• Able to think outside the box and share new ideas
• Ability to remain calm under pressure and be able to work on your own initiative
• Be an absolute team player
• Hold a full First Aid at Work and Child specific First Aid qualification (or be able to work towards this)
• For safeguarding reasons, the company requires employees in this position to undergo a basic DBS check, which will show unspent convictions only. The results of the DBS check would be dealt with on a case-by case basis

Key Accountabilities

• Overall supervision of the visitor experience to Trentham, acting as the key ambassador.
• Own the end-to-end customer journey, ensuring the area is presented to the highest standards and safely maintained.
• Be responsible for the front of house delivery of the customer journey: working to the standards of the Trentham Visitor Experience, service standards and an awareness of relevant industry standards awards
• Ensure the VE team deliver consistent exceptional visitor experiences to all guests of the estate.
• Supervise the effective communication to visitors to ensure they can engage with all activities
• Ensure all customer enquiries and requests are dealt with in a pro-active and positive manner.
• Supporting and promote income generation (including but not limited to membership conversion and upselling of activities, events and merchandise).
• Responsible for Cash Handling Procedures and the training and reviewing of this in the teams
• Clearly communicate to the VE Team the knowledge and understanding of the facilities and activities that are available, ensuring they target information to the relevant demographic of customers.
• Identify and act upon opportunities to increase guest spend.
• Confidently address team members and customers with relevant Health, Safety and Emergency information.
• Be responsible for maintaining staffing levels that delivers a positive Visitor experience and Service Standards within budget/staff levels provided and positively report each week any variances on hours to ensure accurate financial reporting.
• Ensure all team members are compliant in administration processes.
• Follow clear instructions relating to health & safety.
• Supervise all people processes relating to the VE team including operations rosters, training, HR administration and seasonal, temporary, and permanent recruitment.
• Be responsible for maintaining expectations of the front of house teams and supervise performance through the Personal Best process and through facilitating meaningful individual 1:1s with team. Contribute to the team’s training plan, facilitating and supporting individuals to identify and complete training
• Flexible working including evenings and weekends
• To form part of the operational management team for Trentham, acting as Duty Manager when required.
• Deputise for Sales & Visitor Experience Manager, where necessary, in Stakeholder meetings and Internal meetings.

In relation to generic responsibilities:

• Maintain knowledge and adhere to relevant Group Policies and Procedures, Legislation and Regulations
• Develop and ensure safe working practices.
• Ensure the Visitor Experience team members are aware of Health and Safety policies and procedures and adhere to them at all times Conduct regular analysis of reports

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

Closing date: Friday 1 November, 5pm