Head of Visitor Welcome & Duty Manager

Job Title: Head of Visitor Welcome & Duty Manager 

Reporting to: Operations Manager 

Supervisory Responsibilities: Visitor Welcome Team 

 

About BikePark Wales 

BikePark Wales is the UK’s number one mountain bike facility located at Merthyr Tydfil on the edge of the Brecon Beacons national park just 25 minutes north of central Cardiff.  The Park is now an internationally recognised destination and a mecca for mountain bikers, descending on Mynydd Gethin, a 491-metre summit. BikePark Wales is a young, successful business which is growing fast.  The current offering includes over 40 world class mountain bike trails, a vehicular uplift service, café, bike shop, bike hire, coaching and events but an ambitious development plan is now underway to both improve the existing services and add new products and facilities to the existing site. 

 

The Role 

We are looking for an experienced, energetic, and motivated leader to join our team in a new role as Head of Visitor welcome & Duty Manager. This role will lead the team in delivering a fun but professional environment, which results in the efficient day-to-day operation of the welcome department.  

As a key HOD within the business, the successful candidate will be expected to take full ownership of the department in delivering a world class service, working on the front line, supporting the team. Integral to this role will be the duty manager responsibilities. As the Duty Manager, you will “run the day”, leading and motivating the team to ensure a smooth operation across site. 

You will be responsible for ensuring the team assist visitors throughout the visitor journey, according to our standard operating procedures, customer service vision, our mission statement, company values and policies. 

You will be expected to always lead by example; this is a hands-on role that will suit someone who enjoys leading from the front. The ideal candidate will have previous management experience from a reception/guest services background, you will be highly flexible, with a can-do approach, be professional, proactive and service focused but importantly a friendly and welcoming presence, with a strong attention to detail, quick-thinking.  

The candidate will have a passion for, and robust experience in delivering a quality visitor experience. Extensive leadership and motivational skills are vital for this role, as are excellent interpersonal, organisational and communication skills. You will support and encourage strong team working across all departments. 

 

Responsibilities to include: 

• Lead the Visitor Welcome team in delivering exceptional service to all our visitors, face to face and through other methods of communication on a day-to-day operation 

• Leading on the day-to-day operations of BikePark Wales as duty manager. Ensuring all departments are working effectively and directing resource as required to match the visitor journey.  

• Aid departments to cover breaks and busy periods, Handling customer complaints, should they arise on the day. Managing any issues as they arise on the day, in a calm manner that allows the customer experience to be unaffected. 

• Train and lead the visitor welcome team in engaging with our visitors, sharing information they will need for their day, also sharing information on upcoming events. 

• Ensure the visitor welcome team are consistently adhering to company policies, such as, GDPR protection. 

• Responsible for opening/closing procedures 

• Work with the management team in achieving the department KPIs 

• Encourage team sales in areas such as, Coaching and Hire equipment through effective sales communications, identifying the needs of our visitors, on and offsite 

• Engaging with all visitors throughout their visit and ensure a warm goodbye is given by all team 

• Ensuring the customer experience is at the forefront of every daily decision.  

• Assist on site presentation to include entrance road, car parks and visitor centre. Daily responsibility for ensuring the Visitor Welcome dept ‘zone’ is presentable 

• Working with Facilities manager to create a safe working environment for the team and visitors 

• Assisting with health & safety compliance across the site 

 

General team duties: 

• To adhere to existing working practices, methods, procedures, undertake relevant training and development activities and to respond positively to new and alternative systems. 

• To co-operate with relevant health and safety legislation, policies and procedures in the performance of the duties of the post. 

• To carry out the duties and responsibilities of the post in compliance with the Company’s equal opportunities policies. 

• To maintain confidentiality and observe data protection and associated guidelines where appropriate. 

• To understand and comply with the Company’s environmental policies 

• To carry out any other reasonable duties and responsibilities within the overall function, commensurate with the grading and level of responsibilities of the post 

 

Key skills: 

• The ideal candidate will have a passion for and previous experience of quality visitor experience 

• Exceptional personal standards and understanding of customer service 

• Minimum of 1 years’ experience in leadership, at assistant manager level, is essential for this role  

• Outstanding organisation and planning skills and a good eye for detail. Identifying a potential problem and acting quickly to resolve it 

• Excellent people skills with the ability to build strong relationships, internally and externally across all teams, strong communication skills both verbal and written 

• A hard working and adaptable manner, with a solid common-sense approach 

• A knowledge of health and safety procedures 

• Active approach to improve standards across the site 

• Good IT skills (Microsoft office package) 

 

Desirable skills: 

• A keen interest in MTB and BikePark Wales 

• Good knowledge of relevant Health & Safety procedures 

• Full DBS certificate 

• First Aid Qualifications/Experience 

• Ability to communicate in the Welsh language 

If you wish to apply for this role, please e-mail jobs@bikeparkwales.com

 

Note: The details contained in this Job Description summarise the main expectations of the role at the date it was prepared. The nature of individual roles will evolve and change as the service develops and grows. Consequently, BikePark Wales will review and revise this Job Description as required in consultation with post holders. 

BikePark Wales welcomes enquiries and applications from everyone and values diversity in the workplace. A commitment to promoting diversity and developing a workplace environment where all staff are treated with dignity and respect is central to our recruitment process.  

BikePark Wales is responsible for deciding how it holds and uses personal information about you and complies with all data protection law and principles. Any personal information that you provide to us during the recruitment process will be stored on a computer to assist with the administration of the recruitment process. 

?We will use the personal information we collect about you to: 

• Assess your skills, qualifications, and suitability for the role; 

• Carry out background and reference checks, where applicable; 

• Communicate with you about the recruitment process; 

• Keep records related to our hiring processes; and  

• Comply with legal or regulatory requirements. 

We also need to process your personal information to decide whether to enter into a contract of employment with you but we will not store your personal information for any longer than is necessary.