Visitor Services Manager

Job Description     Join Our Team:
Visitor Services Manager Anderton Boat Lift and Visitor Centre
We’re excited to welcome a new Visitor Services Manager at our North West location
Navigate your future and lock in your career as we keep our canals open and alive.
Working Hours & Location
This role follows a 37 hours, over a 7 day working pattern. This is a site-based role, requiring occasional travel to meetings with partners, other attractions and to our main hubs for collaborative meetings and team activities.

Role Overview
The purpose of the post is to manage and lead the day-to-day operations, business development and visitor experience at Anderton Boat Lift and Visitor Centre.  The Visitor Services Manager (VSM) will lead the site team at Anderton (colleagues and volunteers) on a day to day basis to focus on the visitor offer, striving for excellence in experience, achieving financial sustainability around income generation and charitable giving and delivering a consistently high-class visitor welcome across the board.

This includes managing a range of front of house functions including food and beverage, retail, events and commercial boat trips. The Visitor Services Manager plays a central role in overseeing, coordinating and championing the experience of every visitor from site presentation, to large/small scale events and programming, making the site a must-see attraction, acclaimed internationally, nationally and loved locally.
As a key member of the Destinations and Attractions Management Team the VSM will work strategically with colleagues in other attractions and with other teams within the Trust such as, Operations, Fundraising, Collections, Marketing and Volunteering teams amongst others to promote, drive and deliver excellence in customer service and a visitor centred approach. The VSM will work collaboratively with teams and volunteers to ensure focused visitor activity which will help build our audiences and increase visitor footfall whilst building engagement for the Trust brand.
A key accountability of the role is managing and reporting on financial performance, delivering on KPI’s and leading and motivating teams to deliver income targets whilst effectively managing costs.
The Visitor Services Manager will manage a range of stakeholder relationships including representing the Trust at local partnership groups, representing the site at relevant external meetings as appropriate.

Key Responsibilities
Deliver on financial KPI’s working to control costs and maximise income (commercial and charitable giving) including managing diverse budgets relating to the Front of House operations
Monitoring and delivering other appropriate KPIs set in the Business Plan, reporting back to the management team on progress and actions
Overseeing the recruitment of permanent and seasonals and volunteers and ensuring they are trained to carry out their duties efficiently and effectively.
Owning the visitor experience and ensuring colleagues and volunteers work as a team to deliver an unforgettable, quality visit whether in the café/shop or at events
Lead on volunteer growth, building the volunteering team to deliver key operational functions
Maintain an overview of the presentation of the site at all time
Leading on gathering visitor data and analysing customer feedback to ensure that necessary actions are taken to improve performance.
Playing a key role in all projects that have an impact upon our visitors and the public.
Deliver on financial KPI’s working to control costs and maximise income (commercial and charitable giving) including managing diverse budgets relating to the Front of House operations
Monitoring and delivering other appropriate KPIs set in the Business Plan, reporting back to the management team on progress and actions
Overseeing the recruitment of permanent and seasonals and volunteers and ensuring they are trained to carry out their duties efficiently and effectively.
Owning the visitor experience and ensuring colleagues and volunteers work as a team to deliver an unforgettable, quality visit whether in the café/shop or at events
Lead on volunteer growth, building the volunteering team to…