Head of Visitor Experience - American Museum & Gardens
(2024-04)
- Lead and develop the Visitor Experience Team including Groups and Membership Manager, Duty Managers, Visitor Experience Assistants and Volunteers to deliver a high standard of visitor welcome at all times including a warm welcome and goodbye, encouraging learning and knowledge sharing in the team to ensure everyone can have confident conversations and encourage repeat visits, standards of presentation across all areas of responsibility and sharing and celebrating successes.
- Support and collaborate with other teams to excel at customer service through their areas of work
- Coordinate responses to visitor feedback, identify themes and suggest improvements as necessary
- Manage all customer facing activity in the car park, Ticket Office and museum
- Lead the VE team to support fundraising through membership sales and achieving Gift Aid targets on sales and income generation through the public event programme
- Lead a high performing team by holding regular 1:1's, team meetings and ensuring each team member is engaged in the PDR process both to ensure the team is achieving our objectives but also for their own personal development.
- Plan and deliver the public event programme
- Lead Event Working Group analyse performance, feedback and make strategic decisions about future planning
- Sit on Leadership Team and input into future planning for the museum
- Sit on People and Culture Committee
- Designated Safeguarding Lead
- Write business plans and budgets for VE areas of work
Welcome Manager, Bath Portfolio - National Trust
(2022-10 - 2024-04)
- Manage the Welcome & Service Team (3 x Assistant WM's, 11 x Welcome & Service Assistants, 2 x Car Park Assistants and 2 x Cleaning staff)
- Manage approx 30 bus driver volunteers and approx 25 welcome volunteers
- Manage all activity in Visitor Reception and Car Park
- Lead the W&S team to achieve fundraising targets through membership, day tickets, gift aid on entry and other donations across site.
- Lead the W&S team to deliver a high standard of visitor welcome and service including a warm welcome and goodbye, encouraging learning and knowledge sharing in the team to ensure everyone can have confident conversations and encourage repeat visits, standards of presentation across all areas of responsibility and sharing and celebrating successes.
- Lead a high performing team by holding regular 1:1's, team meetings and ensuring each team member is engaged in the PDR process both to ensure the team is achieving our objectives but also for their own personal development.
- Senior member of the VE team attending and contributing to regular team and planning meetings.
- Member of the Service Focus Group
- Financial responsibility for purchasing items
- Responsible for accessible bus service and maintenance of buses
- Responsible for ensuring best practice carried out at all times in compliance, banking and health and safety including writing risk assessments
Supporter Care Officer - Dorothy House Hospice
(2021-08 - 2022-09)
- Looking after enquiries from supporters and fundraisers by phone, email and face to face, liaising with colleagues in the Fundraising team and other departments to ensure excellent communications and supporter care.
- Processing donations from supporters and thanking appropriately.
- Producing data for appeals and mailings in line with supporter journeys
- Reviewing processes to ensure that service level agreements for supporters are met
PA to Director, Deputy Director and Chair of DBE - Diocese of Bath & Wells
(2014-11 - 2021-08)
- Diary management, arranging and servicing meetings
- Dealing with highly confidential correspondence
- Clerk to Diocesan Board of Education, Executive Working Group and School Effectiveness working group.
- Office Manager for Education Department
- Managing a stationary, office equipment, printing and postage budget totalling £12,500
- Developing and implanting new processes and systems in order to increase efficiency and reduce expenditure within the department.
- Developing and maintaining the schools' section of the Diocese of Bath and Wells website
- Writing and developing the Schools and RE termly newsletter.
- Arranging team appraisals and 1:1's with line managers and ensuring that all paperwork reaches the HR Manager in a timely fashion.
- Managing the holiday and TOIL booking for the team and working with HR to ensure forms are completed and holiday allowance is taken.
- Ensuring that all sickness forms are completed and sent to HR
- Member of the Senior Leadership Team.
- Pilgrim Days Coordinator
- Develop and manage 12days of events for Yr4 and Yr6 children, totalling 2700 children across 110 schools taking place in March and June.
- Working with and developing new ideas for workshops with external workshop leaders and for alternative events across the county.
- Managing a team of approx. 40 volunteers
- Actively recruiting new volunteers
- Managing an income and expenditure budget of approx. £21,000
- Working with partners to ensure the smooth running of these events.
- Looking after all communications with schools throughout the process including maintaining and developing the Pilgrim Days webpage.
Assistant Visitor Services Manager (Event Manager), Event and Admin Coordinator - The Bishop's Palace
(2007-02 - 2014-11)
- Responsible for venue hire including strategy, marketing and PR, sales and administration.
- Responsible for planning of booked functions, liaising with client, in house caterers and suppliers.
- Responsible for coordination and arranging the public event programme and all marketing and PR.
- Responsible for planning public events including festivals, theatre, re-enactment days and family activities.
- Manage social media around venue hire and events.
- Line manager to Function Assistants.
- Assist in the management of all Visitor Services department including, visitor reception, café and up to 250 volunteers
- Assure clear communication between departments at all times and facilitate this where needed.
- Deputise for Visitor Services Manager
- Duty Manager with responsibility for the whole site when open
- Set and agree income and expenditure budget for both public events and venue hire.
- Develop and plan public event programme in agreement with the GM.
- Responsible for looking after all venue hire enquiries, bookings and planning.
- Clerk to The Palace Trust, Palace Enterprises Limited and the Development Project Team.
- Organising and servicing meetings
- Answering the main phone line and looking after all visitor queries by phone and email
- Looking after all correspondence
- Supporting the General Manager in the smooth day to day running of the visitor attraction.
Visitor Services Supervisor and Function Manager, Visitor Services Assistant - The Roman Bath
(2003-07 - 2007-02)
- Daily administration e.g. rotas.
- Responsible for cashing up daily takings
- HR responsibilities including recruitment and selection, performance reviews, delivery induction and training courses and keeping all staff files up to date
- Security and safety of site and all those in it including evening functions
- Liaising with outside organisations and colleagues to arrange special events, ensuring that excellent customer care is delivered at all times
- Meeting with VIP guests and escorting around them around the site
- Filling in on the staff rota where needed including tours, tills and reception duty
- Delivering guided tours to the public and booked groups
- Delivering teaching session
