Head of Visitor Experience & Events

Godstone Farm Limited; Godstone; On-site; GBP 36,000 - 48,000; Full time

Job summary

Godstone Farm Limited is seeking a Visitor Experience Manager to champion customer service across the farm and lead the Visitor Experience, Events and Education teams. The role is hands-on and fast-paced, with responsibilities spanning bookings, events and educational programmes.

You’ll drive improvements to the visitor journey, coach staff and collaborate across departments to deliver memorable experiences while balancing safety and operational needs.

Qualifications

• Previous management experience within a visitor attraction, hospitality, leisure, tourism or another customer-focused environment.
• Experience leading, motivating and developing teams.
• Strong track record of delivering excellent customer service.
• Experience managing bookings, administration and customer enquiries.
• Event management experience would be great.
• Experience working with or leading educational programmes would be a bonus.
• Good IT skills, including Microsoft Office and Canva.

Responsibilities

• Be the driving force behind excellent customer service across the business.
• Lead by example and inspire teams to go the extra mile.
• Look at the entire customer journey and constantly ask: how can we make this better?
• Listen to our visitors through feedback, reviews and conversations and turn their ideas into action.
• Take ownership of escalated customer enquiries and complaints, turning challenges into opportunities to improve.
• Develop customer service standards, training and coaching that make a genuine difference.
• Work with managers across the farm to make sure our visitors experience consistently high standards wherever they go.

Skills

Customer service leadership

Team development

Event management

Strong communication

Tools

Microsoft Office

Canva

Job description

Godstone Farm Limited is seeking a Visitor Experience Manager to champion customer service across the farm and lead the Visitor Experience, Events and Education teams. The role is hands-on and fast-paced, with responsibilities spanning bookings, events and educational programmes.

You’ll drive improvements to the visitor journey, coach staff and collaborate across departments to deliver memorable experiences while balancing safety and operational needs.