Job Pack - Brockhole Commercial Manager

Role Profile

Post Visitor Services Manager

Responsible to Brockhole Commercial Manager

Grade G

Team Structure

Number of direct reports: 3

Casual and agency staff: up to 4

Job Purpose:

The Visitor Services Manager (VSM) is responsible for ensuring visitors to Brockhole receive the highest level of visitor experience and customer care. The role directly manages the retail operation and the seasonal car parking team to deliver financial contribution at or exceeding business plan levels.

Principal Accountabilities

1.  To take day-to-day operational responsibility for the visitor experience and customer journey from their arrival to departure, across the whole of the Brockhole site. To act as Duty Manager (DM) when on site.

2.  To provide ‘live interpretation’ to enthuse and inspire visitors, supporting visitors as they discover and explore the site. To be accessible at all times to the visitors, actively engaging in and delivering their needs and expectations.

3.  To be accountable for the retail and information services; plus the car parks , budgetary performance. To deliver on all budget, quality and people metrics in these areas.

4.  To line manage, motivate, and develop the Retail Customer Service Advisors by holding regular reviews, giving feedback, and implementing relevant training where appropriate.

5.  To co-ordinate the seasonal teams; comprising of car park attendants, welcome hosts, volunteers and cleaners. To prepare staff rotas within budget, ensuring appropriate levels of staffing are established and maintained at all times to deliver an exceptional visitor experience.

6.  To design, develop and deliver a commercial approach to the running of events, functions and activities with strategies to maximise commercial opportunities and increase revenue streams.

7.  To be responsible for the presentation of the whole Brockhole site ensuring that high standards are maintained at all times. In conjunction with the other team members continually seek to improve operational procedures and monitor and review standards of customer care.

8.  To ensure all visitor comments and complaints are handled and resolved in a professional manner in line with Brockholes and the LDNPA complaint procedure. Manage an effective programme of ongoing evaluation to track visitor satisfaction on site.

9.  To meet and greet organisers of external meetings and events and oversee the day to day operation of the weekly meeting and events calendar.

10. To act as Duty Manager to oversee the day to day operation and ensure Brockhole is opened and locked in accordance with the operational and security procedures and to suit the demands of the business. To ensure that the Duty Manager role is covered when he / she is not on site; with all learning and reviews fed back to the VSM to identify learning and improvement opportunities. Ability to work weekends, bank holidays & school holidays as required.

11. To oversee the safety of all the visitors by ensuring Health & Safety policies and procedures for Brockhole are understood and adhered to. To ensure that the necessary risk assessments and accident and incident forms are completed, logged, and communicated as required. To be responsible for the training of all seasonal staff in the fire safety and emergency procedures, including evacuation procedure.

12. Act as a designated first aider, and ensure that there is an appropriate level of first aid cover across the teams.

13. Assist the Commercial Manager in any future developments of the Brockhole site from a customer experience perspective.

General Accountabilities

1.  Ensuring the highest standards of quality are achieved in all duties carried out.

2.  Communicating effectively within the team, with other teams and across the National Park as a whole.

3.  To maintain effective relationships with the National Park and Brockhole’s external partners and other agencies, voluntary bodies and community groups with whom the Lake District National Park works.

4.  Conducting all activities in a manner in line with the LDNPA’s Vision and Mission, promoting good external relations and a positive image of the National Park.

5.  Responsible for meeting individual performance targets as agreed with post holders manager

6.  Supporting the culture of cross sectional working, encouraging a culture of project work focusing on the objectives of the National Park as a whole. Actively participating or leading in projects and corporate tasks as required.

7.  Reporting on such performance, management and operational information as requested by the post-holders manager.

Job Evaluation

This role profile has been compiled to allow the job to be evaluated using the Greater London Provincial Council Job Evaluation scheme as adopted by the Authority.

Health and Safety

The post holder is required to carry out the duties in accordance with the Authority’s Health and Safety policies and procedures.

Diversity

The post holder is required to have due regard to equal opportunities at all times, and to work in a fair and reasonable manner towards all people, ensuring service standards are maintained for all cultures.

Other Duties

The duties and responsibilities in this role profile are not exhaustive. The post holder may be required to undertake other duties that may be required from time to time within the general scope of the post.

Role profile written by Juliet Hoggar

Head of Commercial Services Date:March 2017

Agreed by postholder ______

Signed by postholder ______Date:

Person Specification

Essential (E) or Desirable (D) / Measured by – e.g.
Interview
Application form
Assessment
Presentation
Qualification evidence
Qualifications / ·  Degree in Tourism, Hospitality Management, Retail or related discipline or demonstrable competence.
·  Customer service training
·  First Aid certificate
·  Evidence of continuing professional development
·  Full driving licence and own transport / E
E
E
E
E
Experience / ·  Experience of managing a team and volunteers with a proven record of improving results and motivation
·  Experience of working in a customer facing environment and experience in conflict management.
·  Experience of Retail management
·  Proven commercial awareness and sound knowledge of business practices within the Tourism industry or a Visitor attraction
·  Experience of organising and running of events.
·  Budget management experience / E
E
E
E
E
E
Knowledge / ·  Knowledge of exceptional customer excellence and practice
·  Sound knowledge of Health & safety policies and codes of practice
·  Knowledge of the processes and procedures needed to run a visitor attraction / E
D
D
Skills / ·  Ability to work unsupervised and with the ability to think and act quickly when confronted by emergencies initiative.
·  Excellent interpersonal skills, high levels of energy and a can-do attitude.
·  Excellent communication skills
·  Diplomacy, tact and resilience along with the ability to remain calm under pressure.
·  Understanding the needs of different visitor audiences and the ability to adapt to a variety of needs.
·  Ability to develop engaging interpretation for a range of audiences. / E
E
E
E
E
E

Job Specific Competences

Communication / ·  Sharing information openly, both verbally and non-verbally, encouraging others to speak and listening to their views.
·  Selects appropriate means of communicating.
·  A committed speaker, advocates their ideas with conviction.
·  Listens, receptive to ideas and the feelings and concerns of others.
·  Tolerates differences and is willing to listen to others views.
·  Displays ease in establishing and maintaining rapport across hierarchical and functional boundaries.
Teamwork / ·  Supporting, co-operating and working with others to achieve common objectives.
·  Motivates self and others to achieve team objectives.
·  Can work in a climate where people can work together and learn from each other.
·  Respectful of others in the team.
·  Recognises the importance of trust and tolerance of failure.

Customer

Service

/ ·  Accurately identifying the needs of internal and external customers and works to exceed their expectations.
·  Takes pride in turning a negative situation into a positive one.

Planning

Organising

/ ·  Identify meaningful, practical techniques and processes that allow priorities to be met.
·  Adapts to changes and revises the plan accordingly, communicating and working to the new plan.
Organisational Awareness / ·  Understanding how the business performs, its operating procedures and deliverables, in order to achieve objectives.
·  Consults with all relevant staff to agree goals and targets to be
achieved to meet objectives.

Problem Solving

/ ·  Takes action to avoid problems or resolve with solutions that fit the needs of the business.
·  Generates or finds a variety of possible solutions to solve problems.
Resilience and Tenacity / ·  Overcomes obstacles and delivers results by showing tenacity and persistence.
·  Takes responsibility for their own mental and physical well-being.
·  Deals with setbacks in a mature manner.
·  Pursues goals with resolve, in the face of scepticism, obstacles, setbacks and pressure of other work.
·  Takes full responsibility for their decisions.

Self-Development

/ ·  Ability to identify and maintain a high standard of professionalism and performance by identifying and creating self-development opportunities.
·  Seeks feedback in order to improve performance.

Motivating

/ ·  Encourages and supports others, making them want to achieve both organisational and personal objectives.
·  Inspires trust and confidence in others by being fair, open and accessible and is seen to advise and support others.

Managing

Change

/ ·  Makes change happen, looks ahead to assess the need for change and sells the benefits.
·  Escalates issues to ensure that obstacles do not prevent change happening.

Improving Performance

/ ·  Identifies methods of improving own and others’ performance to meet organisational objectives.
·  Is willing to impart knowledge and information to others and give feedback pro-actively.

Creativity

/ ·  Applies flexibility, imagination and creative problem solving.
·  Takes measured risks and tries new ideas.

Budget and Resource Management

/ ·  Prepares accurate budgets required for service delivery
·  Forecasts seasonal patterns of activity
·  Ensures proper coding and use of budgets
·  Monitors spend and income
·  Investigates and explains budget variances
·  Takes appropriate corrective action
·  Reports financial performance