About this role
Summary
We’re looking for a Welcome Manager to join the team at Winkworth Arboretum near Godalming, Surrey.
This is an exciting opportunity for a people leader who is passionate about delivering exceptional visitor experiences. You’ll lead our welcome operation at visitor reception, ensuring every visitor receives a warm welcome and has a memorable experience that inspires them to return and support the National Trust.
You’ll lead and develop our team of staff and volunteers, championing high standards of service, presentation and visitor care. You’ll play a key role in creating a welcoming, safe and well-presented property, while helping grow charitable income and ensuring our visitors feel connected to the special place they’re visiting.
Interviews will take place, in person, on Friday 20 November.
Please submit a cover letter with your CV.
If you have any questions, please contact Collette Hamilton, .uk
What it's like to work here
It’s a hugely exciting time to join Winkworth, the only arboretum in the National Trust’s care, as have opened a new visitor centre with indoor café, retail shop, toilets and new car park. We’ve an ambition to grow our visitor numbers from 150,000 a year to 230,000 in the next couple of years and your experience in welcoming visitors, leading an operation and being audience focused will help us deliver these ambitious targets.
This role is based at Winkworth Arboretum and on site working is essential. Public transport is limited so please consider how you would travel to Winkworth.
What you'll be doing
Working as part of the Visitor Experience and Operations team at Winkworth Arboretum, you will lead on the day to day running of the visitor operation managing a team of staff (6 core staff team, increasing to 12 at peak season). No two days are the same in this role which is all part of the fun of working at Winkworth. You will ensure that all visitors are welcomed with a smile and high standards of customer service. You'll drive visitor, membership and fundraising targets, ensuring Winkworth and your team achieves ambitious budgets.
You'll utilise data to tailor the Winkworth experience to each visitor and planning according to the time of year, and work closely with the visitor experience team to help deliver a programme of events throughout the year, enabling front line teams to promote activities. You will manage the car park and bookshop operations which are another key area for visitor engagement and income.
You'll carry out duty management and will work some weekends on a rota basis supporting the property operations. You may need to get stuck in and help wherever you’re needed, to keep the whole place running smoothly
You can view the full role profile for this role in the document attached. You don't need to have all the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what’s possible in this role.
Who we're looking for
We'd love to hear from you if you’re:
- experienced in visitor services, tourism, heritage or similar situations
- naturally curious about people, and motivated to give the highest standards of service
- highly organised
- a confident leader
- adept at managing financial performance
- up for a challenge, adaptable and responsive under pressure
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.
- Substantial pension scheme of up to 10% basic salary
- Free entry to National Trust places for you, a guest and your children (under 18)
- Rental deposit loan scheme
- Season ticket loan
- EV car lease scheme (for roles that meet the salary criteria)
- Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts
- Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.
- Flexible working whenever possible
- Employee assistance programme
- Free parking at most Trust places
Click here to find out more about the benefits we offer to support you.