Visitor Operations Manager

National Trust for Places of Historic Interest or Natural Beauty; Bath; On-site; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Pension up to 10%

Free entry to National Trust places

Season ticket loan

EV car lease scheme

Perks at work discounts

Holiday allowance up to 32 days

Job summary

Bath Assembly Rooms is entering a pivotal phase as it transitions from projects to operation. You will lead the property team in moving back into the building, establish an inclusive culture, and guard top presentation and service standards to welcome visitors across all touchpoints.

Reporting to the General Manager, you’ll join the Property Leadership Team and work weekends/on-call as part of the duty schedule, shaping a brand-new operational team for Bath Assembly Rooms.

Qualifications

• Experience delivering high-quality visitor experiences across a large site.
• Strong grasp of operational risk management and legal compliance.
• Ability to link visitor experience to income generation and cost control.
• Proven track record leading large teams, including volunteers.

Responsibilities

• Lead the move back into Bath Assembly Rooms and prepare the new operations team.
• Create an inclusive, participative culture with external partners and communities.
• Ensure Bath Assembly Rooms is ready for visitors with high presentation and service standards.
• Oversee compliance of the building, facilities and operations with Trust policies.
• Collaborate with Visitor Experience, Curatorial, and Community teams to grow the new visitor attraction.

Skills

Visitor experience management

Operational risk management

Emergency procedures

Legal compliance

Income generation awareness

Team leadership

Communication skills

Stakeholder collaboration

Job description

Are you a driven leader who thrives on delivering exceptional visitor experiences? We’re looking for a confident, decisive and inspiring leader to join the Bath Assembly Rooms team as Visitor Operations Manager.

If you’re passionate about high standards, and ready to take ownership in a fast-paced, visitor-focused, commercially-driven environment, we’d love to hear from you.

What it's like to work here

It’san exciting time to join the team at Bath Assembly Rooms. This beautiful Grade 1 listed building, known for music, parties, dancing and entertainment during Bath’s Georgian heyday, will reopen in 2027 following two years of a major capital works project and the installation of an ambitious brand-new visitor attraction.

You’llbe joining Bath Assembly Rooms ahead of a period of significant change, taking the lead on the property teams’ preparations for moving back into the building, and leading for the creation of a brand-new operational team.

You’ll be part of the Property Leadership Team, reporting to the General Manager, and will be part of both the Duty Manager rota (including weekends and Bank Holidays) and the out-of-hours on-call rota (eligible for additional payment in the event of a call-out).

Bath Assembly Rooms is part of the National Trust Bath Property Group which also includes Dyrham Park, Prior Park Landscape Garden, Bath Skyline and Bathampton Meadows.

What you'll be doing

As Bath Assembly Rooms transitions from project mode to operating mode, you’ll work closely with colleagues in the project team to make the change as smooth as possible and will be responsible for managing the property team’s move back into the building.

As we build a brand-new property team, you’ll work closely with property colleagues to create an inclusive, participative culture, ensuring all feel welcome and establish excellent relationships with external partners, communities and individuals, fostering an atmosphere of collective exploration, discovery and collaboration.

You’ll manage the team responsible for ensuring Bath Assembly Rooms is ready to welcome visitors safely, compliantly and with the highest standard of presentation and customer service, including line manager responsibility for the Facilities Manager, Visitor Welcome Manager, Senior Gardener, Business Services Co-ordinator and Technicians.

You’ll have overall responsibility for the compliance of the building, facilities and operations at Bath Assembly Rooms.

As a member of the property group leadership team, you’ll champion the Trust’s ambition to end unequal access and grow support, working closely with colleagues in the Visitor Experience, Curatorial, and Community, Participation and Volunteering teams, to maintain, develop and grow the new visitor attraction at Bath Assembly Rooms.

Who we're looking for

• Deep understanding of how to deliver high-quality, inclusive and consistent visitor experiences across a large site.
• Strong knowledge of operational risk management, emergency procedures, and legal compliance in a public-facing environment.
• Understanding of how to link visitor experience to income generation (e.g. membership, retail, car parks) and cost control.
• Familiarity with using visitor data and feedback to inform service improvements
• Ability to lead large, diverse teams (staff and volunteers), set clear expectations, and foster a high-performance culture
• Strong service ethos with the ability to embed a culture of welcome and satisfaction across all touchpoints.
• Effective communicator who can work closely with the Property Leadership Team and external partners.
• Experience managing day-to-day operations in a heritage, cultural, or leisure setting.

The package

• Substantial pension scheme of up to 10% basic salary
• Free entry to National Trust places for you, a guest and your children (under 18)
• Season ticket loan
• EV car lease scheme (for roles that meet the salary criteria)
• Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts
• Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.

National Trust place

Bath Assembly Rooms, Bath, BA1 2QH

Documents

Visitor Operations Manager - Grade 6.pdf

Requirements

Compliance.Eligibility to Work in the UK

Closing Date: 06 September 2026

Equal Opportunities Statement

The National Trust celebrates diversity and is committed to creating a fair and equal society, free from discrimination. You can read more about our commitment to inclusion and diversity here .

Safeguarding Statement

The National Trust is committed to a safe recruitment processes to help the organisation attract and appoint the right staff/volunteer for the role and responsibilities as set out in the vacancy advert. We will not accept applicants who are not suitable to work with children, young people or adults at risk. If you have any questions around your suitability for this vacancy, please contact the people service centre.