Tours Manager

Bolney Wine Estate in West Sussex is one of the pioneers of the English wine industry and has been a family business since 1972. They are a producer of premium English still and sparkling wines, sold across all UK channels and exported to overseas markets. They have an active, vibrant on-site experience, offering tours, events, café/restaurant and shop.

Bolney Wine Estate are very proud of the passionate and talented team they have. They strive together to continually increase the quality of their customer experiences and the wine they produce, whilst continuing to be industry leaders.

Bolney is dedicated to creating an open and inclusive working environment, and this starts with our recruitment practices. We try to ensure that everybody who is interested in joining our team has equal opportunity and ability to start that journey with us. We intend to have flexible and accessible hiring practices and will make every attempt to adapt to your needs throughout. We welcome any requests for adjustments in our processes.

Bolney Wine Estate is currently searching for an outgoing Tours Manager who's key purpose will be to ensure every customer is delighted and given a first class experience. This role will also include team management to develop and maintain an engaged and capable team of Tour Guides.

Key Responsibilities

• Managing tours and events (managing inboxes in the absence of the Office Manager)
• Management of vouchers and e-vouchers.
• Administration of tours including customer contact online and via phone.
• Management of private tours and events
• Responding to Tablein, Trip Advisor reviews and dealing with related complaints.
• Working with marketing to meet monthly targets for online tour sales and plan promotional activity, including writing copy for.
• Maintaining costs and budgets for tours.
• Drive best practice and consistency of experience in line with our brand, incorporating research of external trends and consumer expectations.
• Consistent and timely communication to the Tours team, to ensure they are equipped with the information to fulfil their roles effectively.
• Training, development and support for Tours team to maintain motivation and engagement.
• Scheduling and allocating Tour Guides to tour dates, planning for additional resource via casual staff, as required.
• Plan and execute tour advertising strategy, building and maintaining relationships with external promotional partners.
• First aid trained and Fire Marshall.
• Proactively suggesting ways in which can improve the customer experience within any area of the business.
• Proactively ensuring that all customer’s dietary requirements are safely met and proactively communicated to customers
• Maintain a clean, tidy and professional image of yourself and the whole Tours team, when representing the company
• Develop a good understanding of our product range, specifically our wines, so that customers receive quality information on any interaction with any one of our team
• Work flexibly within the role and in support of colleagues and other areas of the business as required, including retail and café,

Requirements

• Tour Guide and Hospitality experience is essential
• IT literate and proficient user of MS Office
• Experience of planning and executing plans, working to budgets
• Strong customer service ability, with experience problem solving and exceeding customer expectations
• Interest and knowledge of viticulture and winemaking

We welcome applications from candidates who do not 100% meet the role requirements.

Interview Process:

Stage 1

Telephone or video introduction with Recruiter to discuss application, interest in role, and suitability for the role.

Stage 2

Interview with hiring manager and HR via Teams. Interview questions can be issued in advance.

Stage 3

Interview with hiring manager and senior manager onsite.

Please tell us if you require a practice interview or adjustments at any stage of the interview process.

Working hours:

40 hours per week, including evenings and weekends, as required

Benefits

25 days holiday + 1 day off for birthday + public holidays

Additional Company Pension Contributions

Group Accident Insurance

Company Maternity Pay – 13 weeks at full pay

Paternity Pay – 2 weeks at full pay

Time off for Volunteering

Generous staff discount