Visitor Experience Manager – Wildwood Escot

Function: Manage All Visitor Services Teams in the Park

Responsible to: Director General

Responsible for: Visitor Services Teams, Kiosk and Food Outlets

Principal Duties

Overseeing all visitor experience services for Wildwood Escot

Overall responsibility for maintaining and improving the quality of the visitor experience at the Escot Wildwood Park for all visitors. Maximising income streams from visitors.

This will require the daily management of all the park’s Visitor Experience Teams who are collectively responsible for receiving, processing and delivering a range of visitor bookings, visitor experiences and related business activities. This will include all events, group tours, animal experiences and encounters. Leading the sales and promotion of membership, including gift aid collection. Day to day running of, and increasing profitability of, all shop and food sales. This role will also include dealing with basic day-to-day HR and staffing issues as they arise including effective monitoring of staff performance. You will also directly line manage the shop and/or cafe manager, supporting and supervising them.

Customer Service

A fundamental part of this post is to ensure that all visitors to the park consistently receive the highest levels of customer services at all times. Your mission is to make every Visitor to Wildwood a Friend of Wildwood.

You will train the Visitor Experience Teams to ensure this consistency of service. This will involve:

  • identification of training needs
  • development of training schedules
  • implementation and delivery of training programmes
  • monitoring and review of training programmes
  • monitoring staff performance levels
  • coaching other managers and supervisors

Membership Recruitment and Gift Aid

Membership and Gift Aid income are critical to the successful operations of the Trust.

You will be required to lead all aspects of the membership recruitment of park visitors. You will help set recruitment targets for staff, manage and monitor the recruitment team’s performance and be responsible for staff achieving these targets. The same applies to gift aid recruitment.

You will work with the Membership Manager in Kent, developing the efficient and accurate collection of customer, scanning systems, and member data and payment details.

Human Resources

The role will entail the recruitment and management of employees and volunteers.

You will be required to manage your teams and to work with the HR staff and finance staff to appoint and manage those teams.

You will be directly responsible for the recruitment, supervision, performance management and appraisal processes for all Visitor Experience Teams.

Financial Administration

You will be required to co-ordinate all financial administration of the shop and food outlets.

You will work closely with the finance team in ensuring that the shop and cafe’s financial systems are effective. You will be responsible for maintaining accurate financial records and making sure that weekly sales, and other information as required, is reported to the finance team, Park Manager and Director General accurately and on time.

You will maintain strict financial management systems and documentation, monitor procurement, managing all order books, delivery notes, stock takes and invoices, ensuring that all sales and profitability targets that are achieved.

You will be responsible for ensuring full compliance of staff with the Electronic Clocking System for all the visitor experience teams.

You will provide assistance to the Park Manager, Director General and finance teams in preparing budgets, monitoring stock, profit margins, labour costs and all other financial measures necessary for the good running of the Visitor Experience Teams.

Health and Safety

The Heads of Departments of Wildwood are responsible for the maintenance of Health and Safety systems and for setting their team’s Health and Safety Standards.

You will be required to provide systems and documentary evidence with regards to developing and implementing our Health and Safety Policy across your teams. You will be required to ensure Wildwood’s Health and Safety arrangements are effective, consistent and well documented across the board.

In addition you will keep all accident records, ensuring they are up to date, and co-ordinating first aid for both keepers and visitors.

Special Project Management

This role will work together with other managers and departments to identify, develop and implement new and additional visitor experiences, for example, summer evening events and Christmas tours. You will be ultimately responsible for the effective delivery of these events. This will require you to be on hand to manage and supervise these events at times.

You will work closely with the Visitor Experience Manager at Kent and any future Wildwood parks to ensure the consistency of the standard of the visitor experience, membership recruitment and best practice across the Trust.

Download full job description here

How to apply

Application is by C.V. and covering letter and must contain the following information:

Name, address, contact phone numbers
Personal Statement
Employment history
Educational history

You should include a statement of the relevant skills and experience that you believe you will bring to the job, paying careful attention to the requirements of the job outlined above. You should give two referees to whom we can turn for a confidential reference, one of whom should be your current or most recent employer. References will only be taken up for those candidates chosen for interview or, with regard to current employer, on offer of contract.

Applications will not normally be acknowledged. If you would like yours to be acknowledged, please enclose a stamped, self-addressed postcard.

Applications should be sent to Laura Shea, Wildwood Trust, Herne Common, Herne Bay, Kent, CT6 7LQ. Or alternatively email Interviews and selection tests will be held via Zoom by arrangement.

Visitor Services Assistant

Full and part time positions available, hours will include weekends and school holidays. Please contact Laura Shea, with a CV and cover letter. Full training provided on the job, no specific experience required. We are looking for enthusiastic and engaging people to join the team at our Escot park in Devon. This job is an exciting opportunity to work with our visitors to ensure that everyone has the best day possible on their trip! You will be working in the beautiful setting of Wildwood Escot and become part of the visitor services team. We are looking for people available for an immediate start.