CHLH / 2501 / 01 - Visitor Services Manager

1. To recruit, select and train front-line visitor experience supervisors and visitor
hosts.

2. To provide direct line management of all visitor experience staff including rotas.

3. To be responsible for the implementation and delivery of health and safety
processes and procedures across the site, including first aid provision.

4. To ensure that all areas of the visitor experience are presented to and working
as per the agreed requirements. These include but are not limited to;

a. Audio Guides
b. AV Systems
c. Displays and object presentations
d. Lighting
e. Emergency Systems
f. Lifts
g. Toilet facilities
h. Grounds and Gardens

5. To assist with site security matters, including being part of the on-call rota for
alarm activations.

6. To manage quality standards in the castle and gardens, including site
cleanliness, signage, health and safety, and first aid provision.

7. To produce scripts for each visitor host location to ensure that the guest
experience is maximised and interpretation remains accurate and on brand

8. To manage the production of a series of enhanced bespoke tours offering
upsell opportunities to individuals and groups alike.

9. To be responsible for quality of standards across the visitor experience
including liaising for assessments with ASVA and Green Tourism.

10. To be responsible for the day-to-day management of the visitor experience.

11. To assist in the management of events across the site in all areas.

12. To undertake the management of and problem solving of the onsite systems
(EPOS and ticketing).

13. To be responsible for the management of agreed budgets and targets for
income.

14. To ensure effective record keeping and analysis of data.

15. To liaise with the Food and Beverage and Retail teams over all matters of
standards and service.

16. To respond and deal with complaints in line with the written complaints policy
in an efficient and timely manner.

17. To ensure that sustainability is a theme driven through all of the ICE
operations.