Welcome Manager

National Trust; New Alresford; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Pension scheme

Free NT places

Rental deposit loan

Season ticket loan

EV car lease

Discounts at work

Holiday allowance 32 days

Flexible working

Employee assistance program

Free parking

Job summary

National Trust at Hinton Ampner is seeking a Welcome Manager to lead our welcoming team and ensure outstanding visitor experiences. You will oversee visitor reception, house opening, and the overall presentation of the property, guiding staff and volunteers to deliver great service.

You will champion safety, presentation, and visitor care while supporting the wider visitor experience and charitable income growth.

Qualifications

• Experience in visitor services, tourism, heritage or similar situations.
• Naturally curious about people and motivated to deliver high standards of service.
• Highly organised and a confident leader.
• Adept at managing financial performance and budgeting.
• Adaptable and resilient under pressure.

Responsibilities

• Lead the day-to-day welcome operation at Hinton Ampner, including visitor reception and house opening.
• Develop and manage the Welcome & Service team of staff and volunteers, ensuring exceptional visitor care.
• Resolve visitor concerns with good judgement and maintain health and safety standards.
• Collaborate with colleagues to align the welcome experience with the wider visitor offering.

Skills

Visitor services

People leadership

Customer service

Organisational skills

Financial performance

Decision making

Adaptability

Job description

We're looking for a Welcome Manager

We're looking for a Welcome Manager to join the team at Hinton Ampner. This is an exciting opportunity for a people leader who is passionate about delivering exceptional visitor experiences. You'll lead our welcome operation, including visitor reception and house opening, ensuring every visitor receives a warm welcome and has a memorable experience that inspires them to return and support the National Trust. You'll lead and develop our team of staff and volunteers, championing high standards of service, presentation and visitor care. You'll play a key role in creating a welcoming, safe and well-presented property, while helping grow charitable income and ensuring our visitors feel connected to the special place they're visiting., As Welcome Manager, you'll lead the day-to-day welcome operation at Hinton Ampner, overseeing visitor reception and house opening to ensure every visitor receives a warm welcome and enjoys a seamless, memorable visit. You'll inspire and care for your team, encouraging them to give the highest standards of service and to help grow our charitable income. You and your team will be focused on helping everyone you meet to have their best possible day, whatever it takes. You'll be using good judgement and decision making to lead from the front, in line with National Trust guidelines, values and policies. Working closely with colleagues across the property, you'll help ensure our welcome is joined up with the wider visitor experience. You'll use your judgement to resolve visitor concerns, maintain high standards of health and safety, and ensure our procedures are followed so that Hinton Ampner remains a safe, welcoming and beautifully presented place for everyone. You can view the full role profile for this role in the document attached. You don't need to have all the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what's possible in this role.

We'd love to hear from you if you're:

experienced in visitor services, tourism, heritage or similar situations naturally curious about people, and motivated to give the highest standards of service highly organised a confident leader adept at managing financial performance up for a challenge, adaptable and responsive under pressure

Salary and Working Hours

Salary: £29,000 per annum. Working Hours: 37.5 hours per week, working patterns can be discussed at interview. The role involves regular weekend and bank holiday working. Interview date: Tuesday 10th November

What it's like to work here

Reporting to the Visitor Operations Manager and with direct line management responsibilities for the Welcome & Service Assistants, Service Assistants and Car Park Assistants. Hinton Ampner is an elegant country manor set within tranquil gardens, with sweeping views across the South Downs. The house was lovingly rebuilt by its last owner, Ralph Dutton, following a devastating fire in 1960, and today is home to exquisite collections of ceramics, art and beautiful interiors. With changing seasons, a varied programme of events and plenty to share with our visitors, no two days are quite the same. You'll be part of a friendly, dedicated team who take pride in creating memorable visitor experiences and caring for this special place, helping ensure it can be enjoyed by generations to come.

The package

The National Trust has the motto 'For everyone, for ever' at its heart. We're working hard to create an inclusive culture, where everyone feels they belong. It's important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we're for everyone, we want everyone to be welcome in our teams too.

• Substantial pension scheme of up to 10% basic salary
• Free entry to National Trust places for you, a guest and your children (under 18)
• Rental deposit loan scheme
• 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.
• Flexible working whenever possible
• Employee assistance programme
• Free parking at most Trust places