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.
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.