Travel Trade & Visitor Experience Coordinator

Location: Falkirk

Closing Date: 17/11/2021

Salary: £26,085 including allowances

Contract Type: Not Specified

Department: Hospitality & Tourism

Weekly Hours: 37

We are currently recruiting for a Travel Trade & Visitor Experience Co-ordinator who will support the Destinations Manager and wider team to deliver an exceptional customer experience at the Falkirk Wheel as well as influence sales turnover. This role is fundamentally important in managing the visitor interface with all front of house teams and to grow and develop our travel trade business.

The Role:​​​​​​​

  • Fostering the best possible partnerships with our travel trade partners and growing our travel trade revenue and profit through developing our offerings
  • Duty manager responsibilities supporting all teams to provide excellent customer service
  • Take ownership of all social media engagement for TFW and the Kelpies, ensuring timely responses to all conversations and dealing with any complaints that are escalated
  • Analysis and reporting of all KPI’s relating to customer satisfaction and supporting managers with action plans
  • Monthly reporting on all travel trade KPIs to inform a clear profit growth strategy and action plans
  • Support achieving Visit Scotland 5* Visitor Experience grading
  • Responsible for driving key projects with lead managers as required to increase profit and enhance our customer journey
  • Support sales and delivering of corporate events and seasonal events
  • Ownership of Travel Trade accounts
  • Collaboration with multi-disciplinary teams
  • Engaging visitors and ensuring the highest standard of customer service & visitor experience
  • Empower and influence others in the team to work to defined quality standards
  • Ensuring visitor expectations are met and exceeded
  • Monthly sales targets exceeded TT & support with events sales and delivery to a high standard
  • Y0Y customer satisfaction improvement & timely response to feedback

 Skills/Experience Required:

  • Partnership working
  • Experience of working within a high-quality, high-volume public venue, retail or hospitality environment
  • Strong communication skills
  • Experience in design
  • Highly computer literate
  • Self-motivated with strong organisational and leadership skills
  • High level of personal presentation with an eye for design and attention to detail
  • Creative approach to problem solving

The role is offered on a permanent basis, working an average of 37 hours a week on a 5 out of 7 rota. We offer a competitive living wage salary alongside employee benefits such as contributory pension scheme, shopping discounts and generous annual leave entitlement.

Please note that this role will involve weekend working, as well as some evenings, and will participate on a Shift Manager rota.


This position is now closed. We are no longer accepting applications for this position.