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Visitor Experience Manager

Perth
£35000 - £37000 per annum
Permanent

Eden Scott is delighted to be working in partnership with Horsecross Arts who have a created a new vacancy to join the team as Visitor Experience Manager for Perth Concert Hall & Perth Theatre.

This is a new and exciting position that heads a busy department, with an opportunity to launch new service standards, build a new team and develop their hospitality offer.

Their buildings are bustling with activity, as their annual numbers show:

500 performances, 140,000 cultural attendances, 165 conference events, 22,000 delegate and event attendees, 19,000 participations in their Learning & Engagement programme.

As Visitor Experience Manager, you will be passionate about exceptional customer service and create a welcoming atmosphere that leaves their visitors eager to return whether attending shows, workshops, conferences, their new café and bars, or just meeting friends.

You will have senior commercial experience and will maximise existing income streams, generate new income opportunities and use your experience and imagination to implement change.

Between their two buildings, you will be responsible for a large team of visitor services staff, operate a busy day-time café together with a demanding bar operation, whilst ensuring the safety and wellbeing of audiences in all their public spaces.

You will be on the front line, managing the visitor journey at all stages throughout their buildings and have the opportunity to shape the culture of their visitor relationship whilst increasing income and profitability from their services.

This vacancy of Visitor Experience Manager reports into the Head of Events & Commercial Development and line manages the Assistant Visitor Services Manager and Visitor Services Team and Supervisors.

Key responsibilities include:

Management:

  • Effectively managing and developing the Visitor Services Team, including recruitment, induction, supervision, appraisal, and ongoing training and development.
  • All income reporting and banking, and ensure all financial records are maintained in line with financial procedures.
  • Management of bar and catering stock control i.e., purchasing, delivery, transfer and wastage.
  • Maximising income generation through innovative ideas and engagement with their visitors.
  • Meet budgets and financial targets.

Customer Service:

  • Deliver a passionate first-class customer service to all visitors, customers, audiences, and learning & engagement participants, leaving them with a memorable and positive experience.
  • Create a welcoming atmosphere, accessible to all.
  • Effectively manage audiences in all their public spaces, with key responsibility for their safety.
  • Develop strategies for improving the visitor journey with a holistic approach.

Health and Safety, Environmental Health, Licensing:

  • Ensure that all Front of House procedures conform with statutory requirements and their own internal requirements with regards to health and safety, hygiene, environmental health, and licensing regulations.

Key skills and experience required:

This is a new key position within the organisation. You will bring strong leadership skills and a hands-on approach, be passionate about delivering first-class customer service and have the get-up-and-go to drive profit. You will thrive in a busy environment, with multiple events a day across two sites keeping you busy and often away from a desk. You will embrace the different reasons that visitors come to them - for gigs, shows, learning, workshops, conferences, dinners, or just a coffee - offering each and every one an exemplary experience.

Your previous experience could be from a variety of industries, such as a visitor attraction, hospitality, a sporting venue, festival management and, of course, the arts.

Essential

  • Minimum 5 years' experience of managing teams within a busy customer service environment.
  • Experience of managing large scale events.
  • Senior Management experience of running a busy bar and/or catering operation.
  • Senior Management experience of running large functions and event catering.
  • Strong management and team leadership skills, with the ability to motivate, attract, retain, and develop a strong team.
  • Senior budgetary and cash handling experience.

Salary circa £35,000 - £37,000 will be paid dependent on experience with great company benefits including generous holiday entitlement of 30 days including 10 days Public Holidays.

Eden Scott are dealing exclusively with this client on this vacancy so to be considered for this exciting opportunity with a truly unique and best in class employer, please submit your CV online clearly stating salary expectation or to sally.rae@edenscott.com and for an informal chat or to receive the full role information pack and job description please email or call Sally on 07776 662506.

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