Job Description
VISITOR OPERATIONS
MANAGER
Reporting Line:
Head of Visitor Services (HOVS)
Department:
Visitor Operations (VO)
Hours:
40 hours per week (including alternate weekends and Bank Holidays)
Salary:
£24,000
Main Function:
To take an active leading role in providing a safe and enjoyable experience for
visitors at all times. Manage the day to day operations of the Visitor Services
department. Ensure excellent customer service is given at all times. Management
cover for staff within the grounds and castle. Supporting colleagues in other
departments and helping to shape the future visitor experience at Hever Castle.
Key Stakeholders:
Visitor Experience Manager, Retail Manager, Retail Supervisor, Events Assistant,
Conservation & Engagement Assistant, Marketing Manager, House Manager.
Main Duties & Responsibilities: Visitor Operations

Support the Head of Visitor Services with special projects.

Responsible for Visitor Services staff training. Liaising with the Visitor Experience Manager and
the Retail Manager to develop and implement a training programme for all staff.

Create and manage an induction programme for all visitor services staff.

Responsible for the delivery of all First Aid and Health and Safety training across the site and the
golf club.

Ensure the Health and Safety of the visitor at all times, checking visitor routes and attractions are
safe and ready for the public, under taking any required checks and overseeing first aid
requirements.

Working with the Visitor Experience Manager, Retail Manager and House Manager to create a fire
evacuation training plan and programme for staff.

Ensure all Visitor Services equipment and facilities are maintained, serviced and kept in good
order.

Responsible for all permanent and non-permanent signage across the visitor attraction, ensuring it
complies with the brand guidelines.

Manage commercial filming and photography within the grounds, provide operational support with
PR shoots.

Ensure purchase order processes are followed and deliveries checked and processed correctly.

Provide operational support at events throughout the year.

Responsible for the ordering and supply of company uniform.

Ensure staff are aware of security in all areas and security procedures. Be responsible for
reporting any breaches in security such as vandalism, unpaid entry, or anti-social behaviour
immediately so that CCTV evidence can be collected if necessary.

Act as duty Day Visitor Manager (DVM) on a rota basis providing support across the site,
description of duties as per Day Visitor Manager Job description.

Assist the HOVS in the planning and management of department budgets.

Any other duties that may be required from time to time.
Other Duties & Responsibilities: Experience

Coordinate with the Visitor Experience Manager over the day-to-day front of house operations,
ensuring that all teams are prepared for the day and provide support and cover when required.
Responsible for the collection, distribution and return of daily paperwork, keys, radios and floats
and cash lifts as and when required.

Coordinate with the Hever Information Centre staff daily regarding general enquiries from the
public made via email and telephone; ensure that enquiries are dealt with in the appropriate time
frame required. Liaise with the Retail Supervisor over staffing of the Hever Information Centre and
the day-to-day membership administration.

Ensure all visitors and guests visiting Hever Castle are welcomed and receive exceptional
customer service at all times from all Visitor Experience Assistants.

Ensure the castle, grounds and staff are prepared for opening (and closing) and ensure that an
appropriate standard of tidiness is maintained within all parts of the castle and grounds at all
times. Ensuring the waste management procedure is followed

Communicate and liaise with the DVM on duty throughout the day.

Report major incidents/accidents requiring emergency services to the DVM immediately and assist
where required.

Oversee lock up at the end of the day, ensuring all visitors are off site by the required time and
that the castle and grounds are secure.
 Identify any issues and discuss proactive solutions with the HOVS.
 Operating the front of house and back office EPOS ticketing system too correctly process daily
ticket sales, group bookings, produce daily and other periodic reports.
 Implement any new procedures within the department.
SKILLS, EXPERIENCE AND KNOWLEDGE REQUIRED:
Skills:
Well organised
Strong communication skills (verbal and written)
Assertive
Proven self-motivator
Able to cope with varying pressures
Clean driving licence
Microsoft Office
EPOS systems
Mapping Software such as Pear PTMapper
ROSPA qualified (Benefit)
Excellent team leader
Customer focussed
Experience:
Operations management (5 years)
Customer service experience (2 years)
Sales and working to targets (2 years)
Experience of staff management (2 years)
Working at a visitor attraction (2 years)
Knowledge:
Good basic knowledge of the attraction sector.
Knowledge of Hever Castle’s estate and history.