Job Outline

Located in the New Forest, Exbury Gardens is a 200 acre woodland garden internationally famous for its rhododendrons, azaleas and camellias, amongst other rare plant collections. The Steam Railway, which recently celebrated its 21st birthday, also forms an important part of the attraction.

Exbury receives more than 100,000 visitors per year and is looking to further increase visitation – attracting new visitors, repeat visitors and new members – in order to preserve, maintain and develop the gardens for public benefit, in line with its charitable objectives.

Job Purpose

As Visitor Experience Manager you will lead on providing an outstanding visitor experience across all touchpoints, from initial telephone or online enquiry to post-visit surveys. You will be responsible for the management and development of the Front of House team and ensure that all staff are fully briefed with up-to-date information. You will also be a Duty Manager, taking turns to be the most senior staff member on site with responsibility for the gardens, staff and visitors.

The Visitor Experience Manager is also responsible for the creation, management and development of Exbury’s programme of events, and exhibitions in the Five Arrows Gallery.

The post holder will work in close collaboration with other members of Exbury’s operations team, in order to provide an outstanding visitor experience all day, every day.

This role will include regular weekend, Bank Holiday and occasional evening working.

Further Details

Key tasks Lead on providing an outstanding visitor experience.

Answer visitor queries on the phone and by email.

Monitor cleaning and maintenance standards to ensure that the visitor journey is free from litter and infrastructure defects.

Create, manage, monitor and develop a seasonal program of engaging, and relevant, events and activities in the gardens and Five Arrows Gallery.

Drive sales of membership and promotion of Gift Aid.

Ensure that visitors adhere to the gardens’ terms and conditions in a courteous and effective manner.

Provide First Aid cover for staff and visitors.

Carry out daily pre-opening checks and end of day reconciliations/internal reporting.

PERSON SPECIFICATION

Qualifications

Relevant degree/English/Tourism qualification or equivalent experience.

Essential skills

Excellent organisational, administrative and multi-tasking skills.

High levels of initiative and ability to take responsibility.

Strong IT skills.

Ability to maintain a first-class visitor experience.

Excellent manner when dealing with the public.

Essential Experience

Customer facing experience, ideally in a busy tourist attraction setting.

Excellent communication skills and an ability to engage with a wide range of people of different ages, backgrounds and experience.

Staff management and development.

Demonstrable experience of working collaboratively within a team.

Relationship building with third party events providers.

Events management and development, both large and small scale.

Good analytical and financial skills.

Full driving licence.

Health and Safety awareness.

Desirable Knowledge & Experience

Knowledge of Exbury Gardens and Steam Railway.

Current First Aid certificate.

Graphic design.

Knowledgeable or with an interest in plants/gardening/nature.

To apply:

Please email your CV with a covering letter to Robin Savill, Head of Operations at

Visit Website

How to Apply

Robin Savill

023 8089 1203