Visitor Experience Manager

Join Our Wave: Visitor Experience Manager at Lost Shore Surf Resort

About Us: Lost Shore is about bringing a world-first and world-beating surf resort to the outskirts of the capital. The largest inland surfing pool in Europe, arriving next to Europe’s largest indoor climbing arena, is putting Scotland on the map for all the right reasons!

But it’s the range of other activities and leisure offerings that make us so special, offering something for everyone. Including Canteen by Rogue Village, our spa treatment studio led by Michelle Denham, our retail offering, a surfskate academy and of course the location, nestled in a 60 acre country park.

Picture a surfing paradise where surfers, tourists, and locals converge—a place where adventure meets relaxation.

The Role: Visitor Experience Manager 

As the Visitor Experience Manager, you’re crucial in ensuring that every visitor who visits our resort leaves with a smile, eager to return, and excited to share their experience with friends and family. You’ll play a pivotal role in creating the visitor experience in our world-class facility and you are the lead in managing our bookings and customer relationship management systems.

Responsibilities:

• Lead and manage a team of 16 FTEs, including Duty Managers and Visitor Experience Team Members. Inspire, coach, and collaborate with them to provide exceptional service.
• Create a warm and professional atmosphere at our reception area. Whether it’s a friendly smile or a helpful answer, your team will make every visitor feel welcome.
• Constantly gather visitor feedback and identify opportunities to enhance their experience. You’re the eyes and ears of Lost Shore!
• Handle surf and accommodation check-ins seamlessly. Your team will be the first point of contact for our visitors, whether they’re arriving in person or contacting us by phone, email, or online chat.
• From taking payments to managing invoices and direct debits, your team will oversee surf and accommodation reservations and collaborate closely with the sales and events team for larger bookings.
• Develop, implement, and review our Visitor Experience plan. Consider visitor feedback and always seek ways to surprise and delight our visitors.

Qualifications, Skills and Experience

• Experience of working in a visitor facing environment, with at least 4 years in a managerial role.
• Experience of managing a team and a solid understanding of GDPR, H&S, and financial control.
• Significant knowledge of bookings and customer retention management systems.

Additional Details

Out of Hours Work: As the Visitor Experience Manager, you’ll need to be flexible with your schedule. Our resort operates seven days a week, and early morning, late evening and weekend work will be required. Your commitment to ensuring the resort’s smooth operation during peak times is essential.

Why join the Lost Shore Team?

• A front-row seat to the opening of Europe’s largest inland surf resort.
• Sunsets over the wave pool (because even managers need a moment to breathe).
• A team that knows how to have fun at work but equally understands the value of hard graft.
• A chance to put your stamp on Lost Shore’s legacy.
• On top of an attractive salary you will also enjoy a competitive benefits package including 28 days paid holiday, pension and lots more!

Join Our Wave: Visitor Experience Manager at Lost Shore Surf Resort

About Us: Lost Shore is about bringing a world-first and world-beating surf resort to the outskirts of the capital. The largest inland surfing pool in Europe, arriving next to Europe’s largest indoor climbing arena, is putting Scotland on the map for all the right reasons!

But it’s the range of other activities and leisure offerings that make us so special, offering something for everyone. Including Canteen by Rogue Village, our spa treatment studio led by Michelle Denham, our retail offering, a surfskate academy and of course the location, nestled in a 60 acre country park.

Picture a surfing paradise where surfers, tourists, and locals converge—a place where adventure meets relaxation.

The Role: Visitor Experience Manager 

As the Visitor Experience Manager, you’re crucial in ensuring that every visitor who visits our resort leaves with a smile, eager to return, and excited to share their experience with friends and family. You’ll play a pivotal role in creating the visitor experience in our world-class facility and you are the lead in managing our bookings and customer relationship management systems.

Responsibilities:

• Lead and manage a team of 16 FTEs, including Duty Managers and Visitor Experience Team Members. Inspire, coach, and collaborate with them to provide exceptional service.
• Create a warm and professional atmosphere at our reception area. Whether it’s a friendly smile or a helpful answer, your team will make every visitor feel welcome.
• Constantly gather visitor feedback and identify opportunities to enhance their experience. You’re the eyes and ears of Lost Shore!
• Handle surf and accommodation check-ins seamlessly. Your team will be the first point of contact for our visitors, whether they’re arriving in person or contacting us by phone, email, or online chat.
• From taking payments to managing invoices and direct debits, your team will oversee surf and accommodation reservations and collaborate closely with the sales and events team for larger bookings.
• Develop, implement, and review our Visitor Experience plan. Consider visitor feedback and always seek ways to surprise and delight our visitors.

Qualifications, Skills and Experience

• Experience of working in a visitor facing environment, with at least 4 years in a managerial role.
• Experience of managing a team and a solid understanding of GDPR, H&S, and financial control.
• Significant knowledge of bookings and customer retention management systems.

Additional Details

Out of Hours Work: As the Visitor Experience Manager, you’ll need to be flexible with your schedule. Our resort operates seven days a week, and early morning, late evening and weekend work will be required. Your commitment to ensuring the resort’s smooth operation during peak times is essential.

Why join the Lost Shore Team?

• A front-row seat to the opening of Europe’s largest inland surf resort.
• Sunsets over the wave pool (because even managers need a moment to breathe).
• A team that knows how to have fun at work but equally understands the value of hard graft.
• A chance to put your stamp on Lost Shore’s legacy.
• On top of an attractive salary you will also enjoy a competitive benefits package including 28 days paid holiday, pension and lots more!