Welcome Manager

The Welcome Manager is responsible for managing a Welcome Host team plus volunteers at Newcastle Castle. This is a complex historic site as it is a split site within a heavily used area of public realm space. You will work closely with other colleagues to plan and deliver support and service for all visitors. You will lead your team to ensure everyone feels welcome, creating an exceptional service culture, coaching and supporting your team to deliver a consistently great, tailored and relevant service and experience to your visitors. You will help deliver day to day operations of the visitor experience and offer at the Castle, ensuring that visitors have inspirational experiences with us, and that your team take personal responsibility to resolve problems or concerns. You will be part of a broader team of staff all delivering great service to visitors, promoting good communications across the site and joined up service provision. The role is accountable for the achievement of visitor touchpoint standards measured daily.

Knowledge required:

– Excellent financial acumen to maximise income and control costs

– Application of data analysis and numeracy

– Empathy with HoTCP charitable mission with a genuine interest and knowledge of the work of the charity

– Demonstrates a thorough understanding of volunteer management practices including being able to support volunteers to perform at their best

– Knowledge of relevant Health & Safety procedures

Experience required:

– Significant practical experience in visitor business, hospitality, and/or sales, ideally in a tourist, heritage or relevant visitor services environment supported by qualifications (or equivalent level of vocational experience)

– Experience of promoting commercial or charitable products/services or to targeted markets and the ability to identify business development opportunities

– Record of setting and delivering performance targets

– Experience of assessing and managing risks