Visitor Experience Manager
Kents Cavern Prehistoric Caves, Torquay, Devon
Reporting to: General Manager
About Kents Cavern
Kents Cavern is one of Britain’s most important prehistoric sites and a leading heritage attraction, proudly recognised as the number 1 thing to do in Devon on TripAdvisor. We are committed to delivering outstanding, memorable experiences for every visitor, combining history, storytelling, and exceptional customer service.
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 ahead 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.
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.
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