45,295 Visitor Services jobs in the United Kingdom

Role Outline

The Royal Albert Hall is recruiting for an inspirational Training and Development Manager who will be responsible for devising and delivering training to all levels of our large Visitor Services team of over 150 staff and who will develop a clear recruitment and staff development journey in collaboration with the Visitor Services management team.

A part of this role will be undertaking .

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Stafford’s new-look Gatehouse Theatre is the jewel in the crown of the county town. The Gatehouse Theatre is a semi-producing house that provides opportunity for creativity. Creating new and innovative theatre is important to us, from the annual Shakespeare at Stafford Castle to an excellent Youth Theatre programme not to mention some of the best touring productions, and your involvement will be key.

Stafford Gatehouse Theatre wishes to appoint a Visitor Services Manager to help manage the theatre’s Front of House Catering & Bar operation, this is an exciting role with no 2 days the same! You will take on exciting challenges, learn new skills and be an integral member of the Theatre Management Team.

Contributing to the department’s operational efficiency and delivering the highest levels of customer service across our Bars and Hospitality Areas including the role of Duty Manager at show times on a rota basis, the successful candidate will have the proven ability to manage the facilities of the Theatres public spaces, to ensure the provision of an efficient, safe, effective and welcoming experience for all our audiences, whilst increasing ancillary income streams and acting as a positive catalyst for change.

This is a fantastic opportunity for someone looking to make their mark in one of the UK’s most exciting receiving and producing theatres, located within a beautiful, and recently refurbished Gatehouse Theatre. If you think you can make a positive impact to the team, we want to hear from you.

In the event that a high volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.

Hours: 40 hours a week, Monday - Sunday (Rota Basis)

*This is a temporary position of up to 12 months.

Requirements

• Experience of a Front of House Supervisory/Managerial position, or of a suitable comparable position in a service or trading related role, preferably in an arts venue or visitor attraction
• Experience of, and demonstrable success in, the achievement of commercial and service targets
• Experience of working within agreed budgets and of cash handling, stock management and reconciliation systems.
• Evidence of the supervision and motivation of teams of professional staff towards the achievement of agreed targets and objectives
• Experience of implementing effective safety procedures
• Experience in managing voluntary staff
• Previous experience of stock management and working with EPOS systems
• Confidence leading a small team
• A calm and efficient approach when presented with fast evolving incidents
• Passion for exemplary customer service, to ensure our guests’ experience is memorable
• The ability to build a strong rapport with guests and colleagues in an engaging and professional manner
• A “can do” attitude with the ability to adapt to the fast pace of live theatre
• A proven track record of delivering results and coming up with plans and ideas and persuading others to support these

• Someone who is hands-on and likes getting stuck in with smaller tasks
• An enthusiastic and creative person

Things which would be useful for you to have:

• Enthusiasm for arts activities and for theatre in particular
• Personal Licence Holder
• First Aid at Work/Fire Officer certificate or Safety at Work competencies
• EHO Food Standards Certificate (at least level 2)

Benefits

We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind, so what can we offer you?

• My Staff Shop, our very own staff benefit scheme, gives employees access to a great range of benefits. Get discounts on cinema tickets, travel bookings, high street e-vouchers, gift cards, days out, leisure activities and your day to day spending.
• Discounted Staff membership (including family members)
• Incremental holidays
• Employee Assistance Programme - 24/7 confidential, independent and professional counselling.
• Company pension
• Various insurance and saving schemes
• Financial advice
• Cycle-to-work and Car Leasing tax-efficient schemes (salaried staff only, depending on earnings)
• All this as well as fully funded training and career progression opportunities in a team working environment

Closing Date: 24th January 2024

Salary: up to £30,000 per annum

The Front Desk Manager owns each guest with whom they interact, follow up on experience and offering a seamless execution of premium service that is both exceptional and memorable. As a Manager in the Guest Relations Department, The Front Desk Manager is the liaison between the Front Desk Team and all Hotel and Marine Departments to support proactive anticipation to every guest’s needs and expectations. The Front Desk Manager must possess outstanding hospitality, communication, leadership and organizational skills in addition to effective decision-making abilities. Paying keen attention to detail, the Front Desk Manager is held fully accountable for the leadership required to foster a quality and personalized guest experience within the team. This individual will take full ownership of Front Desk Team regarding all results, financial, development, training and analytical aspects including the accountability of escalated guest interaction, the guest sentiment following the interaction and the orderliness, emergency preparedness and efficacy of the Front Desk Operations, back and front of house.

Qualifications:

• SHIPBOARD Employment type.
• Must at least have more than 4 yrs of experience in a Front Desk Managerial position or a General Manager position in a boutique hotel or in a 4–5-star hotel experience.
• Experience in handling 100+ guests in a 4–5-star hotel.
• Experience in handling and supervising 30+ Team Members in Guest Services Department.
• Must be willing to work under pressure
• Ability to speak additional languages such as Spanish, Italian, Portuguese, French or German preferred (Conversational Proficiency).

Essential Duties & Responsibilities:

• All duties and responsibilities are to be performed in accordance with Celebrity Cruises WAYS standards, Standards of Excellence, Public Health guidelines, Key Performance Indicators, environmental, and safety policies in any area of the ship required.
• Maintains a constant presence of professionalism and emergency preparedness within the Front Desk Operations both back and front of house, being the brand voice and physical representative of the ship and Guest Relations for all interactions and calls providing impeccable, personalized quality of service to internal and external guests and crew alike
• Executes the Ability to Resolve Issues vision in accordance with the current Standards of Excellence, holds accountability over all team development and performance opportunity, fosters healthy financial figures and guest satisfaction results.
• Championing strong administrative skills, taking periodic metrics of data such as guest counts, desk volume, concern content and guest and crew interaction behavioral analysis
• Readily communicates inventory, program access and maintenance requirements by taking full stewardship of work areas and tools
• Due diligence, care and attention to detail in all interactions and operations with an elevated focus on precision during financial transactions and cash float operations
• Responds to escalated guest concerns in an up-scale, considerate, professional and positive manner, showing empathy and actively listening

The Assistant Front Desk Manager supervises a front desk team that excels in delivering industry leading service to our guests. Responsible for motivating, coaching, training, evaluating and tracking development on an individual and team level. Plays a key role in leading a team of empowered individuals who will strive to deliver focused and extraordinary customer service in accordance with Guest Services Vision and Mission Statement. Takes ownership and accountability to proactively address guest feedback and provide effective guest resolution. Maintain a detailed knowledge of all key performance indicators, guest ratings and comments to establish a culture throughout the Guest Services team for complete ownership of the guest experience. Ensure that the Guest Services team is empowered to achieve these goals and establish a reputation for prompt and industry leading service. The Assistant Front Desk Manager will coach and mentor the Guest Services team, emphasizing empowerment and focusing on a desire to find permanent solutions to guest feedback. Primarily focused on being visible at the desk to provide all services of the Guest Services desk including but not limited to lost luggage, cash services, safety deposit box service, lost and found, printing, issuing guest Sea Pass cards, and broadcasting ship announcements. Leads by example in displaying exceptional customer service by being readily available to always assist the Guest Services Team.

Qualifications:

• Minimum one year front of house supervisory experience in a hotel, cruise line or hospitality industry related field preferred. ·
• Ability to effectively deal with internal and external guests, some of whom will require high levels of discretion, patience, tact and diplomacy. ·
• Knowledge of principles and processes for providing exemplary customer and personal service including needs assessment, problem resolution and achievement of quality service standards.
• Ability to communicate diplomatically with managers, shipboard and shore-side employees to resolve problems and negotiate amicable resolution to challenging issues. ·
• Flexibility to manage, focus, direct and encourage a positive, dynamic, diverse guest services operation by navigating through a changing work environment.
• Should be able to utilize and administer the progressive disciplinary action process through coaching and counseling to improve performance where possible. ·
• Ability to work positively and cooperatively in a diverse team environment to meet overall established timeframes for the Guest Services division operation. ·
• Should harbor a flexible outlook towards placement throughout the fleet, considering changing fleet-wide operational business needs. ·
• Working knowledge of computers, internet access, and the ability to navigate within a variety of software packages such as Microsoft Office. ·
• Demonstrates a working knowledge to operate all office equipment. ·
• Completion of high school, basic or vocational education equivalency preferred. ·
• Working knowledge of US cash handling procedures and foreign exchange required.

Essential Duties and Responsibilities :

• Assists the Front Desk Manager in overseeing and planning a balanced front desk schedule per voyage, taking into consideration proper coverage during the peak times and slow port afternoons.
• Ensures proper manning of the front desk during all meetings. Facilitates exceptional front desk service by effectively utilizing experienced team members and new hires in the schedule while considering appropriate language coverage.
• Develops new ways to enhance and enrich the Guest interaction and service, either one on one or over the telephone with Guest Services. Maximizes solutions and minimizes concerns to root causes of Guest issues.
• Enhances department and company reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.
• Assigns duties and responsibilities to team members. Observes and evaluates team members to ensure high quality standards are met. Utilizes all performance management tools (opportunity logs, action plans, appraisals, progressive discipline) effectively to drive accountability and enhances career development opportunities.

• Supervise and lead the front desk team.
• Ensure efficient and courteous guest check-in and check-out process.
• Handle guest inquiries, requests, and complaints effectively.
• Train and mentor front desk staff on procedures and service standards.
• Manage staff schedules and allocate tasks appropriately.
• Oversee reservation management and room assignments.
• Liaise with other hotel departments to ensure seamless service delivery.
• Process payments and maintain accurate financial records.
• Monitor guest satisfaction and address service issues.
• Maintain the cleanliness and organisation of the front desk area.

• Previous experience in a hotel front desk role, with at least 1-2 years in a supervisory capacity.
• Proficiency in Property Management Systems (PMS) software.
• Excellent customer service and communication skills.
• Strong leadership and team management abilities.
• Ability to multitask and work effectively under pressure.
• A professional and courteous demeanor.
• Knowledge of hospitality operations and standards.
• Flexibility to work shifts, including evenings, weekends, and holidays.