Louise Walker

Experience

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  LEGOLAND Windsor

  Jan 2008 - Feb 2013

  Responsible for the day to day running of the Admissions and Guest Services department totalling 160 staff, including 5 team leaders, guest service, car parkers, annual pass, ticket booth and turnstile staffForward thinking about the future and direction of the departmentCreating initiatives to drive motivation in the team that directly impact on KPI’s.Performance managed employee relationsImplementing systems for performance managementAnalysing guest feedback and leading the department to provide excellent guest service.Full knowledge of all ticketing IT systems within the department, minimising downtimePaying close attention to volume and sales and being creative and proactive in driving salesEffective resolution of all guest enquiries and complaints Show less Managing the day to day operation of half of the Attractions Department totalling 160 staff including 5 team leadersEnsuring that high Health and Safety standards are maintained in the departmentDevelopment of all training requirements in the department from initial department induction to development of training manuals and testsEffective communication with independent H&S inspection bodiesSuccessful operational implementation of new attractions in the parkFollowing all disciplinary and recruitment procedures with staff membersRecruitment and Budget planning Show less

  • Admissions and Guest Services Assistant Manager

    Jan 2010 - Feb 2013

  • Attractions Assistant Manager

    Jan 2008 - Jan 2010
• 

  National Trust

  Feb 2013 - now

  Strategic planing and day to day management of the visitor experience and offer across two National Trust properties. Developing the visitor offer whilst ensuring that each properties 'Spirit of Place' is preserved.Manage and motivate a Visitor Reception team to ensure that sales and income from Membership sales are maximised for continued conservation of properties.Involved in the development of the direction of visitor engagement, including interpretation and property programing.Link with other visitor experience managers to input in to national activities.Lead and organise events for external stakeholders including current and potential donors. Manage and create both operational and project budgets.Identify and manage risks.Work with National Trust colleagues, internal and external specialist on projects.Deputise for the General ManagerLead the visitor welcome team to ensure a consistent welcome and orientation.Analyse visitor feedback and statistics.Contribute and input into property business plans Show less

  • General Manager

    May 2021 - now

  • Portfolio Operations Manager

    Feb 2016 - May 2021

  • Visitor Experience Manager

    Feb 2013 - Feb 2016