National Trust
Visitor Operations Manager
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Summary
Are you a driven leader who thrives on delivering exceptional visitor experiences? We’re looking for a confident, decisive and inspiring leader to join the Bath Assembly Rooms team as Visitor Operations Manager.
If you’re passionate about high standards, and ready to take ownership in a fast-paced, visitor-focused, commercially-driven environment, we’d love to hear from you.
What it's like to work here
It’s an exciting time to join the team at Bath Assembly Rooms. This beautiful Grade 1 listed building, known for music, parties, dancing and entertainment during Bath’s Georgian heyday, will reopen in 2027 following two years of a major capital works project and the installation of an ambitious brand-new visitor attraction.
You’ll be joining Bath Assembly Rooms ahead of a period of significant change, taking the lead on the property teams’ preparations for moving back into the building, and leading for the creation of a brand-new operational team.
You’ll be part of the Property Leadership Team, reporting to the General Manager, and will be part of both the Duty Manager rota (including weekends and Bank Holidays) and the out-of-hours on-call rota (eligible for additional payment in the event of a call-out).
Bath Assembly Rooms is part of the National Trust Bath Property Group which also includes Dyrham Park, Prior Park Landscape Garden, Bath Skyline and Bathampton Meadows.
What you'll be doing
As Bath Assembly Rooms transitions from project mode to operating mode, you’ll work closely with colleagues in the project team to make the change as smooth as possible and will be responsible for managing the property team’s move back into the building.
As we build a brand-new property team, you’ll work closely with property colleagues to create an inclusive, participative culture, ensuring all feel welcome and establish excellent relationships with external partners, communities and individuals, fostering an atmosphere of collective exploration, discovery and collaboration.
You’ll manage the team responsible for ensuring Bath Assembly Rooms is ready to welcome visitors safely, compliantly and with the highest standard of presentation and customer service, including line manager responsibility for the Facilities Manager, Visitor Welcome Manager, Senior Gardener, Business Services Co-ordinator and Technicians.
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You’ll have overall responsibility for the compliance of the building, facilities and operations at Bath Assembly Rooms.
As a member of the property group leadership team, you’ll champion the Trust’s ambition to end unequal access and grow support, working closely with colleagues in the Visitor Experience, Curatorial, and Community, Participation and Volunteering teams, to maintain, develop and grow the new visitor attraction at Bath Assembly Rooms.
Who we're looking for
We’d love to hear from you if you have:
- Deep understanding of how to deliver high-quality, inclusive and consistent visitor experiences across a large site.
- Strong knowledge of operational risk management, emergency procedures, and legal compliance in a public-facing environment.
- Understanding of how to link visitor experience to income generation (e.g. membership, retail, car parks) and cost control.
- Familiarity with using visitor data and feedback to inform service improvements.
- Ability to lead large, diverse teams (staff and volunteers), set clear expectations, and foster a high-performance culture.
- Strong service ethos with the ability to embed a culture of welcome and satisfaction across all touchpoints.
- Effective communicator who can work closely with the Property Leadership Team and external partners.
- Experience managing day-to-day operations in a heritage, cultural, or leisure setting.
The package
The National Trust has the motto ‘For everyone, for ever’ at its heart. We’re working hard to create an inclusive culture, where everyone feels they belong. It’s important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.
- Substantial pension scheme of up to 10% basic salary
- Free entry to National Trust places for you, a guest and your children (under 18)
- Rental deposit loan scheme
- Season ticket loan
- EV car lease scheme (for roles that meet the salary criteria)
- Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts
- Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.
- Flexible working whenever possible
- Employee assistance programme
- Free parking at most Trust places
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National Trust place
Bath Assembly Rooms, Bath, BA1 2QH
Documents
Visitor Operations Manager - Grade 6.pdf
Requirements
Compliance.Eligibility to Work in the UK
Additional information
Closing Date: 06 September 2026
To apply for this vacancy simply click the 'apply' button in the top right hand side of the page.
If you need any help with your application, i.e. due to technical difficulties, please call us on 0370 240 0274 or email us at recruitmentenquiries@nationaltrust.org.uk
If you require an adjustment to the application process, for example due to disability or medical condition, please call us on 0370 240 0274 or email us at adjustments@nationaltrustjobs.org.uk and we'll support you as best as we can. For examples of how, please see our supporting you page.
Equal Opportunities Statement
The National Trust celebrates diversity and is committed to creating a fair and equal society, free from discrimination. You can read more about our commitment to inclusion and diversity here.
Safeguarding Statement
The National Trust is committed to a safe recruitment processes to help the organisation attract and appoint the right staff/volunteer for the role and responsibilities as set out in the vacancy advert. We will not accept applicants who are not suitable to work with children, young people or adults at risk. If you have any questions around your suitability for this vacancy, please contact the people service centre.
Please note we reserve the right to close this advert early and therefore we encourage you to apply for this position early.
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