Overview
An exciting opportunity has arisen to lead the front-of-house team at RHS Garden Rosemoor. As Visitor Services Team Leader you will inspire and develop a team of eight Visitor Services Assistants, plus casual staff and volunteers, to deliver an outstanding welcome to around 250,000 visitors every year. You will set the standard for customer service, drive membership recruitment and Gift Aid performance, and bring our diverse calendar of events to life for our visitors.
This is a genuine leadership role. You will coach your team to succeed, plan staffing around the rhythms of a busy visitor attraction, and act as the senior point of contact for front-of-house, deputising for the Visitor Services and Site Operations Manager.
The ideal candidate will lead by example, communicate confidently with diverse audiences, and take real pride in developing others. Experience in a visitor attraction, hospitality or sales-driven environment would be an advantage.
As a Visitor Services Team Leader, you will be responsible for:
- Leading, coaching and developing a team of Visitor Services Assistants, casual staff and volunteers
- Delivering an engaging, efficient welcome for around 250,000 visitors a year
- Driving membership recruitment and Gift Aid performance against targets
- Ensuring accurate admissions and planning rotas to match visitor demand
- Acts as senior point of contact for the Visitor Services and Site Operations Manager on front-of-house operations
Requirements
- Proven ability to lead, motivate and develop a team in a customer-facing environment
- Excellent interpersonal and communication skills
- Competence with EPOS, tills and business technology, with willingness to learn new systems
- Ability to plan workloads and rotas to meet objectives
- Sound working knowledge of health and safety practice.
- Flexibility to work varied shifts including weekends and holidays as needed
Join us as a Visitor Services Team Leader and be part of an energetic environment dedicated to creating welcoming experiences that leave lasting impressions. Your leadership will help foster a vibrant atmosphere where guests feel valued and inspired from the moment they arrive.
Closing date: 07 August 2026
Job Description
Organisation Structure (jobs reporting directly and indirectly, peers and manager)
- Reports to the Visitor Services and Site Operations Manager
- Direct reports: 8 Visitor Services Assistants, plus casual staff and volunteers
- Peers: Site Operations Team Leader, Cleaning Services Team Leader, Visitor Services Bookings Coordinators
Purpose
To lead the front-of-house team at RHS Garden Rosemoor so that every visitor receives an excellent welcome, admissions operate accurately and efficiently for around 250,000 visitors annually, and membership and Gift Aid targets are achieved. The role is the first point of escalation for visitor services matters and deputises for the Visitor Services and Site Operations Manager on front-of-house operations.
Financial and Management Accountabilities
- Line manages 8 Visitor Services Assistants plus casual staff, including rotas, appraisals and development
- Team processes admissions income from c.250,000 visitors annually
- Accountable for achievement of annual membership conversion and Gift Aid opt-in targets
- Responsible for the accuracy of daily cash, card and membership transactions at the point of entry
- Manages staff rotas within the agreed staffing budget
Key Accountabilities
1. A skilled, motivated and accountable team consistently delivers excellent customer service, achieved through coaching, training, clear objectives, appraisals and regular one-to-ones.
2. Staffing levels match visitor demand throughout the year, through rotas planned around known events and expected visitation, so that service quality is maintained at peak times without excess cost at quiet ones.
3. Membership and Gift Aid targets are met or exceeded, through leading by example in selling, setting daily team targets, and recording and reporting performance against them.
4. Admissions and membership transactions are accurate and compliant, with till and back-office issues resolved promptly so that income is protected and visitor data is reliable.
5. Auxiliary visitor services, including mobility vehicle and wheelchair hire and on-site event ticket sales are operated efficiently, accurately and in line with RHS policy, so that access needs are met and income is maximised.
6. Visitor feedback and complaints are resolved professionally at the first point of contact wherever possible, with insight captured through the Feedback Management System to drive continuous improvement.
7. Duties are delegated effectively across the team so that individuals develop, ownership is shared, and front-of-house operations run seamlessly in the Team Leader's absence.
8. Acts as senior point of contact for front-of-house in the manager's absence
9. Information flows effectively between visitor services and other Rosemoor teams, with the role acting as a communication hub and championing cross-promotional opportunities and new business ideas.
10. The entrance and front-of-house environment is safe, welcoming and compliant, with hazards reported and resolved promptly and all activity meeting RHS health, safety and safeguarding policies.
Knowledge and Skills
Essential
1 Proven ability to lead, motivate and develop a team in a customer-facing environment
2 Excellent interpersonal and communication skills
3 Competence with EPOS, tills and business technology, with willingness to learn new systems
4 Ability to plan workloads and rotas to meet objectives
5 Sound working knowledge of health and safety practice.
Desirable
1 experience leading a team in a demanding, service-driven or sales environment;
2 experience in a visitor attraction, hospitality or heritage setting;
3 coaching skills that build individual accountability;
4 health and safety qualification;
5 knowledge of the RHS and membership schemes.
Key Interfaces
- Retail, Catering and Education teams — coordinated visitor experience and cross-promotion
- Public Programming Manager — staffing and arrivals for the events calendar
- Cash Office — daily reconciliation and cash handling procedures
- Central RHS Membership team — targets, campaigns and member queries
- Visitors and members — frontline engagement and escalated issue resolution
Decision Making and Influence
- Makes day-to-day decisions on team deployment, rota changes and resolution of visitor and membership issues, including goodwill gestures within agreed limits
- Work is directed by objectives set by the Visitor Services and Site Operations Manager and shaped by the visitor and events calendar
- Performance is reviewed through membership and Gift Aid KPIs, observation, feedback and one-to-ones
- Most challenging aspects: balancing service excellence with throughput at peak times, sustaining a sales culture in the team, and resolving complaints calmly under pressure
Other Information
- Regular weekend and Bank Holiday working on a rota basis
- Extended periods of standing and constant public contact
- Undertake any other accountabilities as may reasonably be required in the post
In the process of recruitment, selection and appointment, the RHS implement a range of procedures and actions including criminal record checks to ensure children and vulnerable people are safeguarded and abuse is prevented.
Pay: £27,859.00 per year
Benefits:
- Bereavement leave
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Employee mentoring programme
- Free parking
- On-site parking
- Referral programme
- Sick pay
- Store discount
Work Location: In person
