Pay: £27,787.50 per year
Hours: 37.5 hours per week
Location: Shepton Mallet Prison
Role Purpose
You will play a key role in delivering exceptional immersive events and visitor experiences at our attraction. You will lead operational teams, maintain high presentation and customer service standards, and support the commercial success of the attraction through safe, engaging and memorable experiences.
The Role
Within your remit of managing Events & Experiences, you will organise, manage and deliver a wide range of immersive events, themed experiences, paranormal activities, seasonal programming, corporate events and live visitor experiences, ensuring exceptional visitor engagement and operational standards throughout.
This role is primarily focused on the operational delivery and leadership of immersive events and experiences across the attraction.
You will collaborate closely with other Team Leaders, the Attraction Lead and central department heads across Cove Group.
You will directly line manage the Events & Experiences and Paranormal teams and will be responsible for their recruitment, training, development and performance.
This role sits at the heart of live immersive visitor experiences and operational delivery within the attraction.
The role requires flexibility, including regular weekend, evening and bank holiday work.
Key Responsibilities
This section outlines the key areas of accountability for the role and the standards expected in each area.
Strategy & Delivery
Event Planning and Co-ordination:
- Play an active role in supporting the Events & Experiences Lead with development of event strategies.
- Planning and coordinating a range of immersive and commercial events including conferences, corporate events, exhibitions, paranormal experiences, escape rooms and seasonal programming.
- Managing all aspects of events including logistics, floor planning, staffing, vendor co-ordination, budgeting, and scheduling.
- Overseeing the operations of events ensuring the highest standard of customer experience, satisfaction, and service.
- Leading cross-team collaboration at large evening events, ensuring the smooth operation of the evening and overseeing the sale of alcohol.
- Conducting post-event evaluations to assess the success of events, gather feedback and identify areas of improvement. Preparing reports summarising event outcomes, including attendance, revenue, and participant or client feedback.
Staff training and development:
- Recruitment, training, development, and supervision of the Events and Experiences team, providing guidance, motivation, leadership, contributing to a high-performing team.
- Conducting regular staff training sessions and performance reviews to enhance the team’s skills and development.
- Maintain staff records including attendance and hours.
- Development and management of team rotas, ensuring appropriate coverage based on team availability.
- Monitor the quality, consistency and immersive standards of events and experiences, identifying opportunities for improvement and implementing corrective actions where required.
- Provide ongoing feedback, coaching and performance support to team members to maintain high operational, presentation and customer service standards.
Experience & Engagement
Visitor Experience:
- Leading by example in delivering exceptional visitor experiences and guest engagement across all events and activities.
- Maintaining high standards of presentation, professionalism, immersive delivery and operational consistency across all experiences.
- Supporting team members through coaching and live operational feedback to ensure high-quality guest interaction.
- Resolving customer concerns promptly and professionally.
- Supporting commercial performance by maximising participation, encouraging secondary spend opportunities and contributing to revenue targets.
Effective Communication:
- Ensuring clear and transparent communication to the team, Attraction Lead, other managers, and with other departments.
Customer and Stakeholder Satisfaction:
- Ensuring that our customers, clients, and other stakeholders have their expectations exceeded with the quality of the site.
Operational Management & Compliance
Shift Management:
- Act as Duty Manager when required, taking responsibility for operational decision-making, incident response, and maintaining service standards across the attraction.
- Overseeing day-to-day operations to ensure smooth functioning across all departments, as well as addressing and resolving any operational challenges or concerns efficiently.
- On-shift supervising and supporting staff members from all departments, to ensure exceptional service and delivery.
- Manage team members’ performance, conduct and wellbeing.
- On-shift leading and motivating staff members from all departments, fostering a productive and positive work environment.
- Leading the way in delivering first class customer service and engagement.
- Ensuring compliance with day-to-day health & safety, ensuring the safety of all visitors and staff members.
- Be capable of covering any team role during absences or limited staffing.
Decision Making:
- Taking confident operational decisions during live events, visitor incidents and day-to-day attraction operations.
- Responding effectively to operational challenges and ensuring minimal disruption to the guest experience.
Problem Solving:
- Identifying and resolving operational challenges across events, experiences and wider customer operations, implementing practical solutions to minimise disruption and maintain guest experience standards.
Financial & Commercial Performance
Cost Control & Budget Management:
- The Team Leader will support the Attraction Lead to achieve budget targets for the department.
- Manage expenditure targets and ensure these are achieved.
- Preparing sales reports, analyse trends, and track performance against set budgets and KPIs.
- Support commercial performance by maximising participation, encouraging secondary spend opportunities, and contributing to revenue targets across events and experiences.
Collaboration & Communication
Achieve Organisational Objectives:
- Be responsible for contributing to Cove Attractions overall goals and objectives. This includes meeting targets, improving performance, and contributing to the company’s success.
- Collaborate with central department heads and teams to develop and promote the attraction.
Key Performance Indicators
Performance in this role will be measured through a combination of quantitative and qualitative indicators aligned to the Cove Group’s PDR framework.
These include:
- Manage team members’ performance, conduct and wellbeing.
- Successfully deliver scheduled escape rooms, themed events and immersive experiences to agreed operational and quality standards.
- Maximise participation and capacity utilisation across events and experiences.
- Maintain strong visitor satisfaction and positive customer feedback.
- Maintain strong online review performance and visitor satisfaction scores (e.g. TripAdvisor 4.5+).
- Ensure all experience areas, equipment and sets are maintained to high presentation standards.
- Ensure compliance with operational, health & safety and licensing procedures across all events and experiences.
- Effectively manage event logistics, scheduling and team coordination.
- Support team development through coaching, training and performance feedback.
- Contribute ideas and improvements to enhance visitor experience, operations and commercial performance.
- Identify opportunities to increase secondary spend during or after experiences.
About You
The ideal candidate will bring exceptional organisational skills and a deep understanding of customer experience, coupled with a flair for immersive events and activities.Essential Skills & Experience
- Previously working in a tourism and/or event environment (minimum 1 years’ experience).
- Experience in people management and team development.
- Experience in leadership within a customer-facing environment.
- Experience delivering immersive, character-led or live visitor experiences, including scripted and improvisational performance within themed environments.
- Strong customer service skills, with an ability to engage effectively with a diverse audience.
- Computer literate with good working and operational knowledge in Microsoft Office programmes.
Desirable
- Knowledge of prison history with a passion and desire to learn more.
- Experience in immersive attractions, escape rooms or live entertainment environments.
- Budget Management experience.
- Interest in the paranormal.
Personal Attributes
- Highly motivated and committed to achieving excellence with a focus on achieving business goals.
- Exceptional interpersonal skills with the ability to build rapport with a diverse range of customer groups.
- Excellent listening skills to understand client needs and preferences.
- Energetic and enthusiastic, with a genuine passion for creating memorable customer experiences.
- Proactive, well-organised, and enjoys taking on challenges.
- Detail-oriented and organised, capable of managing multiple tasks efficiently.
- Ability to work effectively under pressure in a fast-paced environment.
- Resilient and adaptable, capable of thriving in a fast-paced and evolving environment.
- A proactive approach to compliance, risk management, and resource utilisation.
- A passion for immersive events and providing high-quality visitor experiences.
The Reward
This is a challenging and rewarding role offering the opportunity to play a key part in delivering immersive events and experiences at one of our attractions. You will have the opportunity to lead and shape live events and experiences that create memorable moments for thousands of visitors each year.
The role offers genuine variety, responsibility and the chance to make a visible impact within a fast-paced and evolving attraction environment. In return, we offer competitive remuneration, a supportive team culture and opportunities for professional growth and development across Cove Group.
What We Offer
At Cove Group, we believe work should be something you look forward to. We’re building a culture where people feel valued, growth is constant, and purpose drives everything we do. You’ll be part of a team that’s passionate, collaborative, and proud of the difference we make every day.
As part of our culture promise, we offer:
- A collaborative, supportive, and values-driven environment.
- Fair pay, regular recognition, and genuine appreciation for your work.
- Opportunities for professional growth, learning, and development across Cove Group.
- Clear expectations, honest feedback, and leadership that lifts others.
- A positive, purpose-driven workplace where you can grow, thrive, and make an impact.
Here, you won’t just do great work, you’ll help shape a culture we can all be proud of.
Pay: £14.25 per hour
Benefits:
Experience:
- Tourism and/or Event environment: 1 year (preferred)
- People Management and Team Development: 1 year (preferred)
- Leadership within a customer-facing environment: 1 year (preferred)
Work Location: In person
