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VISITOR OPERATIONS & COMMERCIAL MANAGERPERSON SPECIFICATION
| TYPE | ESSENTIAL | DESIRABLE |
| QUALIFICATIONS/KNOWLEDGE | Degree (or equivalent experience) in businessmanagement, hospitality, tourism, or a relatedfield.Understanding of customer service standards andvisitor engagement strategies.Strong understanding of commercial drivers in avisitor attraction or similar setting.Knowledge of health and safety, compliance, andoperational best practices.A full UK driving license and access to own vehiclefor work use. | Knowledge of local tourism markets and trends.Awareness of accessibility, inclusion, andaudience development principles.First aid qualification, or willingness to betrained.Personal licence, or willingness to be trained.Knowledge of counter-terrorism securityarrangement in a visitor attraction environment. |
| EXPERIENCE | Proven experience in an operational orcommercial management role (including DutyManagement) within a visitor-focusedenvironment (e.g. attractions, heritage sites, retail,hospitality, or leisure).Demonstrable experience of driving revenuegrowth and achieving financial targets.Experience managing teams, includingrecruitment, training, and performancemanagement.Track record of delivering excellentcustomer/visitor experiences. | Experience in multi-income stream environments(ticketing, retail, food & beverage, events).Experience working in a cultural, heritage, ortourism setting.Experience with EPOS systems, ticketingplatforms, or CRM systems.Experience managing outsourced service andfacilities providers. |
| Experience managing budgets, stock, orretail/secondary spend operations. | ||
| SKILLS | Strong leadership and team management skills.Excellent communication and interpersonal skills.Commercial acumen with the ability to analysedata and make informed decisions.Highly organised with the ability to managemultiple priorities.Problem-solving skills and the ability to makedecisions and manage staff in live environments.Ability to deliver high standards of presentationand visitor experience.Confident IT skills, with proficiency in MicrosoftOffice 365. | Marketing or sales skills, including upselling andconversion strategies.Ability to interpret visitor data and feedback todrive improvements.Business standard written and verbalcommunication. |
| ATTRIBUTES | Customer-focused with a passion for deliveringoutstanding visitor experiences.Proactive, self-motivated, and results-driven.Flexible and adaptable approach to work.Strong attention to detail and commitment toquality.Collaborative team player with a positive attitude. Wilingness to work weekends, evenings, andpublic holidays as required.Ability to be on-site and visible during operationalhours. |