Visitor Services Manager

It's developing future ambassadors for a world renowned collection.

It's being trusted to deliver. And it's helping millions enjoy magnificent buildings and beautiful art. This is what makes a management career with Royal Collection Trust exceptional.

At the heart of the Visitor Operations Team at Windsor, you’ll be responsible for ensuring every visitor has an exceptional experience.

In a varied and dynamic role, you'll manage all operational aspects of the visitor journey. From customer care and guided tours, to access and security, you'll make sure our guests always receive outstanding service. You'll oversee the departmental budget as well as the co-ordination of staffing for various programmed events and activities throughout the calendar year.

And you'll be the person leading and motivating our front-line team to deliver. It's a large and diverse team, and alongside driving people's performance, you'll make sure we're also focused on their ongoing development, helping them to reach their full potential.

We continually review and look to move forwards in the way we work, and your expertise will help develop our future strategy. You'll develop a thorough understanding of the complexities of each site, before making recommendations that will improve our overall operations.

Key Responsibilities

• To coach and develop the Assistant Visitor Services Managers in their management of direct reports and the delivery of an exceptional visitor experience in line with the Visitor Experience Strategy.
• To manage and oversee the effective day to day operation of Windsor Castle and Frogmore House, ensuring that the highest standards of safety of visitors and exhibits, security of public and non-public areas, physical presentation and visitor care are maintained.
• Ensure that the visitor routes are presented to visitors in accordance with the Visitor Services Quality Standards and in keeping with the Royal Collection brand guidelines at all times.
• To continually investigate, identify, recommend and implement ideas to improve and develop the visitor experience at the Windsor sites.
• To represent Visitor Services at project teams and meetings as required to support the development and implementation of any projects which impact upon the visitor experience.
• To build and maintain effective relationships with colleagues from other, offering operational expertise and to keep abreast of events happening household-wide.

There will be some travel involved from Windsor to London. Windsor Castle is under an hour away from London by train from London Waterloo. 

Essential Criteria

• Strong leadership skills and people management skills with the ability to encourage and develop team and can work effectively as part of a team
• Substantial experience of people management functions, including recruitment, learning and development, performance and absence management.
• Experience of managing operations and delivering the highest standard of customer/visitor service.
• A genuine desire to work with the public and a passion for delivering excellent customer care.
• Organised with the ability to work effectively under pressure in a busy environment, to multi task and to manage a varied workload crossing short and long term deadlines.
• Clear, confident communication skills and the ability to quickly build effective working relationships with a wide range of people.
• Have excellent administration and IT skills, with a working knowledge of MS Office.
• Be reliable and flexible in approach.