Visitor Experience Coordinator

Gascoyne Estates; Hatfield; In loco; GBP 21.000 - 27.000; Tempo pieno

Descrizione del lavoro

Hatfield Park in Hertfordshire is seeking a Visitor Experience Coordinator to support day-to-day operations of the visitor experience and events programme. You will work with the Leisure Team and assist our Visitor Advisors and Guides to deliver an engaging visitor experience.

The role requires good IT skills, clear communication, and flexibility to work weekends/Evenings as part of a duty rota. You will coordinate bookings, manage the ticketing platform, and help run training and onboarding for

Competenze

• Experience delivering high-quality visitor experiences.
• Ability to communicate clearly, both written and verbal.
• Flexible to work weekends and evenings when required.
• Experience in coordinating events or visitor operations is a plus.

Mansioni

• Handle visitor enquiries by phone and email.
• Coordinate bookings and school visits with casual staff.
• Manage the ticketing platform and keep it updated.
• Prepare briefings for Day Leaders and Guides.
• Liaise with payroll for timesheets.
• Act as Duty Manager on open days.
• Attend events to raise awareness and drive bookings.
• Support training and onboarding of casual staff.

Conoscenze

Communication

Problem solving

Teamwork

Customer service

Strumenti

Microsoft Word

Microsoft Excel

Microsoft Outlook

Descrizione del lavoro

Job Description: Visitor Experience Coordinator

Job Title: Visitor Experience Coordinator

Contract: Permanent

Hours: Monday to Friday 09:00 - 17:30, must be willing to work weekends as part of a duty management rota and evenings as required

Reporting to: Visitor Experience Manager

About Hatfield Park

Hatfield House and its surrounding parkland form a distinctive historic estate in Hertfordshire, within easy reach of Central London. The Estate brings together residential and commercial property, farming and forestry, development, tourism, leisure and hospitality. Hatfield Park welcomes members throughout the year, with the House and Gardens open to the public seasonally. It is also an established setting for conferences, weddings, filming, major events and private celebrations.

Role Summary

The Visitor Experience Coordinator supports the day-to-day running of Hatfield Park’s visitor operation and its events and experiences programme. Reporting to the Visitor Experience Manager, you will be part of the Leisure Team, alongside the conferences and events, major events and filming teams, and will support our Visitor Advisors and Guides in delivering a high-quality experience for day visitors and event guests. Our visitor offer is growing and changing, and your ideas for improving it will be welcome. The role offers scope to take on more responsibility and develop new skills as your experience grows.

Key Responsibilities

• Manage visitor enquiries by phone and email, including group bookings and school visits
• Work with the relevant casual staff to coordinate these bookings and visits as required
• Become the team’s expert user of the ticketing platform and keep it up to date
• Prepare and deliver written and verbal briefings for Day Leaders, Visitor Advisors and House Guides
• Produce and circulate internal event briefings for key stakeholders
• Help manage the casual staff rota and administer timesheets, liaising with payroll
• Act as Duty Manager on public open days as part of the management rota
• Attend trade fairs and networking events to raise awareness and drive group bookings
• Manage gift shop stock control and sales reporting
• Help manage the membership platform for Friends of Hatfield Park and Season Ticket holders, working with the Visitor Experience Manager and Estate Operations Manager

Front-of-House Team Coordination

• Help deliver onboarding, inductions and ongoing training for casual staff
• Keep the training matrix, casual staff records and contracts up to date
• Procure equipment for the visitor operation, including uniforms
• Act as the day-to-day point of contact for casual staff

Experiences Programme and Events

• Help the Visitor Experience Manager in the curation and delivery of Hatfield Park’s own events programme
• Coordinate the existing Hatfield Park experiences series, currently including beekeeping and horse and carriage rides and work with the Visitor Experience Manager on developing new experiences
• Help manage the Old Hatfield Farmers Market and other placemaking initiatives in Salisbury Square

Visitor Data & Insights

• Assist the Visitor Experience Manager, Director of Visitor Operations and Marketing team in the creation of sales data and customer insights reports
• Produce footfall analysis reporting for different visitor types to the estate

Marketing & Communications Coordination

• Work with the marketing team to keep the visitor attraction pages on the website up to date
• Work with marketing on regular communications to Friends of Hatfield Park members, including the adverse weather communications plan

Essential Skills and Attributes:

• Competent user of basic Microsoft packages including Word, Excel and Outlook
• Positive, engaging and strong focus on visitor experience
• Flexibility and happy to support different parts of a busy, operational leisure team as needed
• Clear, confident communicator, both written and verbal
• Calm under pressure and able to solve problems independently

Desirable Skills and Attributes:

• Experience at a visitor attraction or heritage site
• Experience in customer service
• Experience of event administration or management