Visitor Experiences Manager

The Opportunity

We are looking for a highly organised, hands-on Visitor Experience Manager to lead our frontline operation and ensure the smooth day-to-day delivery of an exceptional visitor experience.

This is a practical and immersive role. You will be actively involved in all areas of the business, developing a deep understanding of our offer. As part of this, you will train as a tour guide, becoming confident in delivering tours and supporting the team during busy periods.

You will take ownership of staffing, rotas, visitor flow, and customer experience across all touchpoints onsite, online, and over the phone, ensuring the operation runs efficiently, safely, and to consistently high standards.

What You’ll Be Responsible For. Leadership & Team Management

• Direct line management of tour guides, ticketing staff, and children’s activity teams
• Working with the General Manager to recruit, onboard, train, and develop seasonal and permanent staff
• Deliver effective, engaging training to ensure all team members provide high-quality, accurate, and memorable experiences
• Foster a positive, motivated, and professional team culture

Operations & Planning

• Create and manage staffing rotas that align with visitor demand
• Ensure the site is always appropriately staffed and operating efficiently
• Take a hands-on role in daily operations, including guiding tours when required
• Provide staffing support for installations, new product launches, and operational builds
• Take responsibility for cash management on site

Visitor Experience & Flow

• Oversee the full visitor journey from first contact through to departure
• Monitor and manage visitor flow, queues, and capacity
• Ensure a seamless, welcoming, and engaging experience across all touchpoints
• Handle escalated customer issues professionally and effectively

Standards & Presentation

• Take full responsibility for the cleanliness and presentation of all visitor-facing areas, including entrances, exits, toilets, queues, and shared spaces
• Ensure cleaning schedules are in place, followed, and consistently maintained throughout the day
• Uphold high standards across the site at all times

Systems, Products & Delivery

• Set up and manage ticketing products, ensuring accuracy and readiness for sale
• Support the delivery of tours, events, and bookings in collaboration with wider teams
• Ensure operational readiness for new experiences and product launches

Health, Safety & Compliance

• Work closely with health & safety and maintenance teams to support drills, evacuations, and safety procedures
• Ensure all daily and monthly operational checks are completed and standards maintained
• Identify risks and ensure issues are logged, reported, and resolved promptly

Communication & Continuous Improvement

• Act as the key point of contact for identifying and resolving operational issues
• Monitor visitor feedback and implement improvements to enhance the experience
• Communicate clearly with senior management on performance, challenges, and opportunities

What We’re Looking For

• Proven experience managing customer-facing teams in a fast-paced environment
• Strong organisational skills with the ability to plan and manage multiple priorities
• Confident leader who can motivate, train, and develop a diverse team
• Excellent customer service and communication skills
• Calm, practical, and solutions-focused under pressure
• Experience managing rotas, staffing levels, and budgets
• Comfortable working with ticketing systems and operational processes
• A hands-on approach and willingness to be fully involved in day-to-day operations

Experience

• Experience leading team within a heritage or tourist attraction setting would be favourable
• We use Digitickets as our back-office system and Propoint for our POS. Experience with these systems would also be beneficial.

Application deadline and interviews

The deadline for applications is Monday 27th April. Any applications after this date will not be considered. If you do not hear back from us before this date then unfortunately, you have not been successful this time. Interviews will be scheduled for 28th and 29th April and will be conducted in person at Kents Cavern. For the right candidate, interviews may be scheduled earlier than these dates and the vacancy may be withdrawn early. The role is available from 1st May 2026. A later start is possible for the successful candidate if they are required to serve a notice period on their current employment. Please apply for this role through Indeed / other online channels.