Deputy Visitor Manager

The Devonshire Group; Bolton Abbey; On-site; GBP 32,000 - 42,000; Full time

Job summary

The Devonshire Group, Bolton Abbey Estate, is seeking a Deputy Visitor Manager to lead the Tourism department and oversee day-to-day visitor operations. You will supervise the Visitor Welcome team, coordinate retail activity with the Stock Controller and Visual Merchandiser, and drive a growing events programme including the Easter Trail and Father Christmas Village.

With a focus on delivering outstanding customer experiences, you will manage recruitment, rosters, training, and system support

Qualifications

• Strong organisational and planning skills.
• Excellent communication and interpersonal skills.
• Flexibility to work weekends, public holidays and peak periods.

Responsibilities

• Oversee day-to-day visitor operations and lead the Visitor Welcome team.
• Coordinate events programme including Easter Trail and Father Christmas Village.
• Oversee retail operations with the Stock Controller and Visual Merchandiser.
• Manage EPOS, Anchor, ANPR and scheduling platforms; provide system support.
• Manage recruitment, onboarding, rotas and staff development.
• Ensure safety, customer service and presentation standards across the estate.

Job description

We are looking for a fun, creative, organised, and driven individual to join our Tourism department as the Deputy Visitor Manager. Deputising the Visitor Manager, you will manage the department, working as a team to create and deliver on memorable family events across the estate which leave them wanting more!, As Deputy Visitor Manager, you will play a key role in overseeing the day-to-day visitor operation at Bolton Abbey. Leading and supporting our team of Visitor Welcome Assistants, you'll ensure the consistent delivery of outstanding customer service and help create memorable experiences for every visitor. You'll be responsible for the smooth running of the department, managing daily operations, supporting recruitment and onboarding, coordinating team rotas, and overseeing training and development to ensure colleagues have the skills and confidence to excel in their roles.
You will also oversee our retail operation, working closely with the Retail Stock Controller and Visual Merchandiser to coordinate stock distribution, maintain accurate records and ensure products are available where they are needed most.
As the department's lead for key digital systems, including EPOS, Anchor, ANPR, and scheduling platforms, you'll act as the first point of contact for system support and troubleshooting, helping the team make the most of technology to deliver an efficient visitor experience.
Having a creative flare and vision is imperative to this role too as you will take the lead on the planning, organisation and delivery of a growing programme of events, including the Easter Trail and Father Christmas Village, ensuring that events are exciting, engaging, while being commercially effective. You'll help Identify and develop opportunities to enhance the visitor offer, increase engagement, and support sustainable business growth through events, tourism, and retail activity and play an important role in maintaining a safe, efficient and enjoyable environment for visitors, colleagues and partners alike.
Our events take place throughout the year, with activity increasing significantly during school holidays, bank holidays and other peak visitor periods. As a result, flexibility is essential, as you'll play a key role in overseeing and supporting the delivery of our busy programme of events and visitor experiences. You'll also participate in the Duty Manager rota, working weekends, public holidays and other peak trading periods to help ensure the safe and successful operation of the estate when visitor numbers are at their highest.
We're looking for someone who is passionate about delivering exceptional visitor experiences and takes pride in creating a welcoming environment for all. You'll be a confident and approachable leader, able to motivate, develop and support colleagues to perform at their best. With excellent communication and interpersonal skills, you'll be comfortable building positive relationships with visitors, team members and stakeholders alike. You'll thrive in a fast-paced environment, making sound decisions and responding effectively to operational challenges as they arise.
Strong organisational and planning skills are essential, along with the ability to manage competing priorities and maintain attention to detail. You'll also be confident using digital systems and technology to support operational efficiency and continuous improvement.
Above all, you'll bring a proactive, positive attitude, a hands on approach, and a commitment to maintaining the highest standards of customer service, safety and presentation.
Bolton Abbey sits on the gateway to the Yorkshire Dale. Spanning over 28,000 acres of moorland, rivers, fields and woodland, it is the perfect place for a day out for families and individuals who want to experience all nature has to offer. The estate is a leading visitor destination which hosts a variety of engaging and exciting events for all including the Pumpkin Trail, Welly Walk, Father Christmas' Village, Dark Skies and Fungal Foray which make it a place for all to enjoy. Our aim is to bring everyone closer to nature and leave the estate feeling welcomed and fulfilled. As Deputy Visitor Manager, you will play an integral part in making this happen.