Visitor Experience Manager at Bath Abbey

Bath Abbey welcomes over 300,000 visitors a year. This role is responsible for delivering day-to-day visitor operations and ensuring a high-quality visitor experience.

You will contribute to the financial stability of Bath Abbey by maximising income generation through admissions, guided tours and appropriate add-on items.

You will create a positive, professional and productive work environment for your team of staff and volunteers leading by example and supporting their learning and professional development.

Who we’re looking for

We’re looking for a highly organised manager with a proven track record in visitor operations and visitor experience; someone who adopts a “visitor first” approach and is a calm and supportive leader on the ground; someone with vision and imagination who will bring the best practice and innovation to help us deliver on our aspirations and vision.

The scope of the job is to:

  • Ensure staff and volunteers provide a consistent high-quality visitor experience; from initial welcome to guided tours and public engagement opportunities to saying goodbye
  • Set, monitor and review quality standards about customer service and delivery of tours
  • Regularly evaluate and improve the quality of the visitor experience taking into consideration visitor feedback.
  • Regularly report on the financial performance of the team

Key Responsibilities

  • Ensure all visitors receive a warm welcome to Bath Abbey
  • Ensure all staff and volunteers in your team have a strong knowledge of the visitor offer and can communicate this to visitors
  • Work with the Facilities Manager to ensure all public areas are presented and maintained to a consistently high standard.
  • Work with the Facilities Manager to review, implement and monitor all aspects of health and safety, first aid, security, risk assessments and emergency procedures relating to visitor operations
  • Monitor and respond to visitor feedback (including TripAdvisor) in a professional and timely manner
  • Ensure all Visitor Experience staff and volunteers are appropriately recruited, inducted, trained and developed
  • Line manage, coach and develop a team of Visitor Experience Officers, Visitor Experience Assistants and volunteers.
  • Set, monitor and review quality standards for your team and coach them accordingly
  • Act as a role model to ensure consistently high levels of customer service are delivered.
  • Ensure appropriate levels of staffing and volunteer support for the Abbey to operate as a visitor attraction. This includes the production of monthly and daily rotas
  • Lead regular briefings and meetings for visitor experience staff and volunteers
  • Support the operational delivery of exhibitions
  • Contribute to the development of, and lead when appropriate visitor-focused events
  • Oversee the Abbey’s Tours Programme, delivering tours as required
  • Oversee Abbey’s visitors’ accessibility work
  • Oversee the Visitor Experience volunteer journey and experience
  • Work with external organisations to increase ticket sales
  • Work with the Communications Officer to ensure all printed materials for visitors are produced in an engaging, accurate and timely manner
  • Work with the Learning Manager to ensure the smooth running of learning activities and school visits on the Abbey floor.
  • Work with the Retail Manager to maximise sales of appropriate products at the Abbey’s visitor entrance
  • Support the Head of Visitor Experience in the production of reports and visitor evaluation
  • Achieve the delivery of the Visitor Experience Team budget