Guest Experience Manager

Role Summary 

The Guest Experience Manager is responsible for managing the information desk and ensuring excellent guest service and support at Pride in Gloucestershire events. This role also involves providing ongoing support throughout the year to handle guest queries, ensuring a positive experience for all attendees. 

Duties 

• - Manage the information desk during events, providing support and assistance to guests. 
• - Ensure guest services meet high standards of professionalism and inclusivity. 
• - Respond to guest queries and concerns in a timely and courteous manner throughout the year. 
• - Collaborate with the Head of Event Experience to improve guest service processes. 
• - Train and supervise volunteers assigned to the information desk. 
• - Handle the dissemination of event information, maps, schedules, and other materials to guests. 
• - Maintain records of guest feedback and queries to identify areas for improvement. 
• - Coordinate with other departments to address guest-related issues effectively. 

Qualities Needed 

• - Strong commitment to the organisation, with excellent judgement and integrity. 
• - Proven experience in customer service, guest relations, or a similar field. 
• - Excellent communication and interpersonal skills to engage with a diverse audience. 
• - Strong problem-solving skills to address guest concerns effectively. 
• - Organised and detail-oriented, with the ability to manage multiple tasks during events. 
• - Flexible and adaptable, with the ability to work under pressure in dynamic environments. 
• - Knowledge of accessibility and inclusivity standards in guest services is desirable. 

General Requirements 

• - Be available for approximately 10 hours per week, with additional time during events. 
• - Be able to use Microsoft Teams and email communication effectively. 
• - Act independently of any other interests and declare any conflict of interests. 
• - Not have any convictions for fraud or dishonesty, never to have been made bankrupt, or disqualified from acting as a company director or charity trustee.