Visitor Centre Supervisor

Tamar HR
Padstow, UK
13 Sep 2019
26 Sep 2019
Contract Type
Full Time
The National Lobster Hatchery (NLH) is a marine conservation, research and education charity based in Padstow, Cornwall, UK. What makes the NLH unique is the work is specifically related to a commercial species - The European Lobster, and in the last few years the NLH have successfully established themselves as a centre of expertise on a global scale.

The NLH are recruiting for a Visitor Experience Supervisor to join the dynamic team to support and shape visitor experience at their award-winning centre for excellence in Padstow.

Providing a warm welcome to a diverse range of visitors you will ensure they have relevant information for their visit and about the wider local environment. You will be part of an organisation that is committed to ensuring all visitors leave having had a great experience and believe in a great team environment.

Main responsibilities
  • Responsible for the management of the visitor centre, commercial activities and the overall visitor experience
  • To assist in the planning of the education programme and coordinate and implement the delivery of this
  • To manage the presentation, cleanliness and appearance of building
  • To work collaboratively with the Production Manager to proactively pre-plan livestock needs for educational purposes including the visitors centre
  • To ensure the highest standards of visitor experience and customer care are developed, implemented and maintained
  • Proactively develop the displays in partnership with the Production Manager to ensure the highest level of visitor experience
  • To implement a commercially viable offering that represents the charity's ethos
  • Responsible for devising and managing Visitor centre rotas
  • To provide Visitor Centre cover as required
  • To develop additional income generating visitor experiences
  • To be proactive in supporting and delivering the fundraising activities of the Charity
  • To recruit and support staff, students and volunteers
  • To build and maintain key relationships accordingly, for example with local tourism and business links
  • Responsible for the identification of training needs and facilitate personal development for direct reports
  • To carry out appraisals for team members
  • To achieve the visitor budgets
  • To be responsible for maximising spend per head
  • Manage Stock holding
  • Manage Gross Profit and Margins

To deliver this role successfully, you'll need to have:
  • A minimum of 12 months supervisory experience in a customer facing environment
  • A flexible customer focused approach, with high standards of customer service
  • Excellent people skills, enabling strong relationships, both externally and internally
  • Strong organisation and planning skills, and a good eye for detail
  • Understanding of the aims and ethos of the NLH
  • Excellent communication skills, both verbal and written
  • A hard working approach, be committed and a team player
  • Knowledge of relevant Health & Safety procedures
  • Outstanding customer service knowledge and delivery

This individual will be confident and take pride in their appearance, whilst being friendly and approachable to all customers and colleagues alike. They will possess excellent attention to detail. They will have strong personal standards of time-keeping and willingness to execute tasks perfectly. You will be flexible to work 5 days out of 7 including weekend shifts, especially during peak tourist season.

To apply please forward your CV and a covering letter, explaining why you are the right person for this role.

Job title: Visitor Experience Supervisor
Salary: Up to £30, 000
Full time: 37.5 hours per week
Reporting to: Chief Operating Officer
Responsible for: Visitor Centre Assistants and Housekeeper

Reference: THR/0919/002

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