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Welcome Manager

National Trust
Closing date
9 Aug 2021

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Job Details

Have you got fantastic team leadership skills and experience of working to targets in a busy visitor environment? We'd like you to bring those skills to the biggest conservation charity in Europe, managing Penzance Welcome Centre, ensuring that all visitors receive a warmwelcome and information tailored to their needs.

This is an exciting opportunity to lead a small team of welcome staff and volunteers at Penzance Welcome Centre, nestled next to the beautiful Mounts Bay in the heart of this vibrant creative town . As Welcome Manager, you will head up the staff & volunteer team to welcome our visitors and help them enjoy their visit. You will lead and empower your team to respond to customer enquiries and be the face of the National Trust. You'll be experienced in managing people, delivering outstanding customer service and leading on risk management.
What it's like to work here
Penzance Welcome Centre is an accessible visitor information centre providing engagement and information to the local community and tourists alike, encouraging them to enjoy West Cornwall, in particular its heritage and open spaces, and promoting the experiences the area has to offer. It is a place where people can begin a relationship with the National Trust, be inspired to visit a property, join or become a volunteer as well as find out about First Kernow services, purchase National Express tickets, CRBO performance tickets in addition to getting assistance with accommodation booking.
What you'll be doing
Visitors are a vital part of what we do. As a charity every penny we raise goes back into our continued conservation of our places and spaces. As the manager of the welcome centre team, you'll lead by example, maximising opportunities to grow our income at Penzance Welcome Centre, including promoting the benefits of being a member of the National Trust as well as other ways of growing support for the Trust.

You will be the face of the National Trust in West Cornwall, and promote all that we have to offer. You will also manage the Centre facilities and be responsible for its presentation as well as managing a team of volunteers. Partnership working with local organisations is an essential element of this role and weekend working is also a requirement of this role.You'll have overall responsibility for the team, and their safety and working practices, working closely with the Visitor Experience & Operations Manager to develop the service at Penzance Welcome Centre. You will have responsibility for the day to day operation of the space and ensure the delivery of the highest standards of service and visitor experience, using sound judgement and decision making, in line with National Trust guidelines and policies. You'll be using your creativity and communication skills both to inspire and motivate your staff and volunteers, and to help provide the friendly face of the National Trust to thousands of visitors. You will engage with all visitors to inspire support through membership, help visitors enjoy their stay, whilst also promoting sustainable ways of getting around West Cornwall.
Who we're looking for
  • Good practical experience in visitor business,in tourist, heritage or relevant visitor services environment
  • Naturally curious about people, and with a passion to and experience of delivering the highest standards of customer service
  • Excellent organisational skills
  • Confident leader, adaptable and responsive under pressure
  • Ability to initiate service recovery without senior support
  • Good IT skills (all MS Office)
The package
The National Trust has the motto 'For everyone, for ever' at its heart. We're working hard to create an inclusive culture, where everyone feels they belong. It's important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we're for everyone, we want everyone to be welcome in our teams too.

Wherever you're from, and whatever your background, we want to hear from you - and it doesn't matter if you're jam first, cream first, or even if you don't like scones at all. Everyone is welcome.

Benefits for working at the National Trust include:
  • Flexible working whenever possible
  • Free parking at most locations
  • Free entry to our properties for you, a guest and your children (under 18)
  • Substantial pension scheme of up to 10% basic salary

Click here to find out more about the benefits we offer to support you.
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