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Visitor Experience Manager June 2021 Application Pack Contents Visitor Experience Manager June 2021 Application Pack Contents 3. Introduction 4. Who We Are 5. Organisation 6. Role Description 7. Key Responsibilities 8. Person Specification 9. Knowledge, Skills & Experience 10. How to Apply 2 Visitor Experience Manager - June 2021 Introduction Dear Candidate, Thank you for your interest in joining the Glastonbury Abbey team. The history of the abbey goes back millennia and its origin story includes being the site of the oldest Christian church in England. At the time of the dissolution Glastonbury Abbey was second only to Westminster in wealth and importance. Today it remains a place of pilgrimage as well as an internationally renowned tourist attraction. People visit Glastonbury Abbey from all over the world, visiting for reasons as diverse as spirituality, myth, legend, exercise, reflection and history among many more. Glastonbury Abbey is an international visitor attraction located in the heart of Glastonbury, Somerset, UK. It welcomes visitors from all over the world while also maintaining strong links with its local community via a membership scheme and a programme of special events. It is governed by a board of trustees and is led by a director, deputy director and senior leadership team that deliver the abbey’s strategic objectives in line with its charitable objects. The role of Visitor Experience Manager is crucial in delivering these objectives while driving change in service and retail to better serve our visitors. A visit to the abbey offers visitors a heritage site with nationally significant archaeological ruins, a 14th century medieval kitchen and 36 acres of beautiful grounds, a museum, a gift shop and an outdoor café. It is a site of pilgrimage for people of all faiths and backgrounds and hosts more than 100,000 visitors per year. As Visitor Experience Manager you will ensure that those visitors not only wish to return but that they will encourage others to visit. Glastonbury Abbey is a historical monument, spiritual centre and visitor attraction. If this role and the opportunity of working at such a location appeals to you we will be very happy to hear from you. Janet Bell Director - Glastonbury Abbey 3 Visitor Experience Manager - June 2021 Who We Are Glastonbury Abbey is a registered charity - Number 1129263 - and a company limited by guarantee with visitor income and donations the only source of income. The charity preserves the fabric and grounds of Glastonbury Abbey ruins, provides education in the abbey’s religious and historic importance for the public benefit and uses the abbey to advance religion in accordance with the doctrines of the Church of England. The abbey is governed by a board of trustees. The abbey is a scheduled ancient monument and listed building of national importance. The ruins, grounds and accredited museum are open to the public up to 364 days a year (prior to the COVID-19 pandemic). We also provide an education service and an annual events and exhibitions programme. We are visited by more than 100,000 people from all over the world each year but also hold a special place in the heart of the local community. Glastonbury Abbey is located in the centre of Glastonbury with the main public entrance off Magdalene street, adjacent to the town hall. Glastonbury is a diverse and vibrant town and is noted as a place of pilgrimage throughout the world. The management of the site is spread across the main abbey and grounds with administrative offices located at Abbey House, with access from Chilkwell street at the east end of the site. Abbey House is the administrative building at Glastonbury Abbey as well as a venue for hire. Abbey House has a catering kitchen and has hosted events such as conferences, wedding receptions and Christmas dinners in previous years. The kitchen has also been used to prepare food for sale in the Glastonbury Abbey Cafe. 4 Visitor Experience Manager - June 2021 Organisation The board of trustees is chaired by David Odgers and governs Glastonbury Abbey for public benefit Trustees and future generations in accordance with its charitable articles. Glastonbury Abbey is lead by the director - Janet Director Bell & deputy director - Sally Peters. They report to the Board of Trustees and drive the future of the abbey with the support of the senior leadership Deputy Director team. The senior leadership team is comprised of the director and deputy director, the head of Senior Leadership Team estates, the head of engagement & the head of commercial activity. The deputy director is also the head of finance and support. The abbey’s management team implement the abbey’s strategic priorities and support the wider Management Team team. The visitor experience manager will work as part of this team. Throughout the abbey team assistants bring a multitude of skills and years of experience to Assistant Level bear on the many tasks faced at the abbey. They directly support the management and senior leadership teams. The staff at Glastonbury Abbey are customer focused, knowledgeable and passionate about Staff their role in the future of the abbey. Each member of staff has a unique perspective on the abbey’s place within the community. 5 Visitor Experience Manager - June 2021 The Role Visitor Experience Manager Salary: £23,559 per annum pro rata Purpose Hours: Annualised hour contract averaging As Visitor Experience Manager you will 37.5 hours per week across a seven day inspire staff and volunteers in establishing working week including evenings. high quality standards in visitor experience, audience engagement, operational Contract: Full time contract. management and commerciality. Reports to: The Head of Commercial Activity Your aim will be the achievement of excellence in service and customer Working relationships: Head of Commercial experience. Activity, Commercial Activity Team, Visitor Experience Team, Engagement Team, Cafe You will be responsible for the day to day duty Team, Facilities & Grounds Team. management of the operation of the visitor experience, retail and catering operations of Glastonbury Abbey and Glastonbury Abbey Role Description Trading. This role description sets out the principal You will lead a well organised, knowledgeable accountabilities of the post. It does not and customer focused team and be an include every task necessary to fulfil the accessible and welcoming “face” of the abbey purpose of the post. to visitors. As a member of the management team You will manage and develop stewards and you will be required to attend various volunteers to ensure the quality of the visitor management meetings, contributing experience. to the performance of the abbey across all departments as well as reporting on performance, issues and successes. 6 Visitor Experience Manager - June 2021 Key Responsibilities The Three Key Areas Admissions The visitor experience team processes all visitors either via online booking in advance or as “walk ups” on the day. Regardless of the sales channel used the visitor experience of arriving and entering the site must be pleasant, efficient and informative to the visitor while also commercially aware (driving gift aid, membership, suggesting the café, gift shop or events while processing admissions). A visitor can return throughout the day and should be acknowledged while exiting and re-entering. Your role is to plan and deliver an excellent team performance that shows the visitor they are at the centre of our decision making. If we should fall below that standard we need to be honest, open and seek to improve our performance. You will see this as your responsibility every day. Retail The Glastonbury Abbey gift shop is popular and is open to the public without an entry ticket to the abbey. The rota for the gift shop is your responsibility and draws from the same pool of staff. You will seek to ensure staff are trained across all functions through coaching, mentoring and developing teams. You will be tasked with delivering strong retail results against KPIs and making sound commercial decisions around stock, staffing, display and management. Catering The Glastonbury Abbey Garden Café operates between April and October each year and is staffed by the Commercial Activity team (including the visitor experience team). It operates a reduced snack menu at the moment but requires developing into an offering more befitting its surroundings. Some investment is being made into the café in 2021. Partnered with a creative approach to menu and service the café will develop into a significant income centre for the abbey throughout its opening hours as well as for special events. As Visitor Experience Manager you will organise the staff rota, manage stock, develop menus and ensure the service offered to visitors is exemplary. Currently there is a vacant position of Cafe Manager which may be developed into a broader Cafe and Catering Manager position. You would manage this role. 7 Visitor Experience Manager - June 2021 Person Specification The ideal candidate • Excellent written and verbal communication skills. will exhibit these • Determination to succeed characteristics • Calm under pressure • Rational and problem solving • Confident & focused • Versatile and able to switch between different types of tasks • Decisive • Strong leadership skills • High attention to detail • You will want to own the quality of the entire customer journey from booking tickets to the visit end. Education & There are no specific qualifications for this role, however Qualifications a high proficiency in written and verbal communication, excellent numeracy and sound IT skills are essential. 8 Visitor Experience Manager - June 2021 Knowledge, Skills & Experience Essential Desirable Knowledge & • Customer service and customer care principles. • Accreditation or Experience • Commercial operations and understanding training in customer of trading operation in the heritage and/or service excellence cultural sector. would be viewed • Health and Safety requirements and a favourably but so willingness to learn more. would a proven track • Delivering commercial results while record.
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