Visitor Experience Manager

I am recruiting for a Visitor Experience Manager - Retail and Museum Operations to bring 5* Customer Service to a well-known and respected British Charity based in Southwest London. I have been recruiting for this historic and iconic organisation for several years and they are thought of and respected so highly, they are a pleasure to work with and work for.  

The purpose of this role is, when on duty, to be responsible for the day-to-day duty management of the SSY and to support the retail and museum aspects of the operation The role encompasses driving high levels of customer service, sales and facility presentation. The post-holder will be required to work closely with the Senior Visitor Experience and Programme Manager, Visitor Experience Manager – Tour Operations, Audience Engagement team and Post Office and retail teams as well as the catering operator and events suppliers.

Tasks this role will include:

• When on duty, to be responsible for the delivery of a high quality and safe visitor experience within the SSY and for tour participants.
• Ensure the business operations are sufficiently staffed during all opening times.
• To support and deputise for the Senior Visitor Experience and Programme Manager and Retail Manager as necessary.
• When on duty be responsible for the supervision all staff, In Pensioners and volunteers to ensure consistency of approach in delivering high standards of customer service.
• Support the Senior Visitor Experience and Programmes Manager and the Retail Manager to ensure the relevant team members are fully trained on operational procedures for using the Post Office systems, EPOS system, E-commerce system and the ticketing system for exhibition visits, tours and events.
• Ensure any discrepancies in cash or card payments are investigated promptly.
• Ensure training needs of all staff relating to Health & Safety, First Aid, Cash Handling, DDA etc. are met and recorded efficiently.
• Ensure all staff are kept up to date with changes in legislation, procedures or other factors affecting their daily duties.
• Liaise with visitors and staff to maintain high standards and respond to visitor feedback effectively.
• To be responsible for the safe operation of the facility providing first hand control of situations as they arise.
• Respond effectively to any incident on site which might require assistance of the emergency services (such as Police, Ambulance or Fire Services).
• Help maintain the condition of the site and its facilities, clearing up obvious litter and repairing/reporting any damage immediately.
• Assist as required in the planning, operation and hosting of private events and evening hire.
• Deputise for Senior Visitor Experience and Programmes Manager and the Retail Manager in their absence.
• Contribute towards meetings and future development of the site.
• Provide cover in the absence of another member of the management team.

To be considered for a possible interview, you will need the following skills and attributes:

• At least 2 years working in a public facing visitor attraction, museum, hospitality or leisure venue.
• Experience supervising a team.
• Experience of working to a budget.
• Teamworking and motivational leadership skills.
• Ability to prioritise, multi-task and delegate.
• Excellent customer service skills.
• Knowledge of using relevant IT tools, including EPOS and ticketing systems.
• Computer literate, with experience of the Office suite (Word, Excel, Outlook)
• Experience of working with volunteers and budgets is desirable but not essential.

If you think you have what it takes, we would love to hear from you. Please apply now. Applications close on 28/07/24 for interviews on 02/08/24.

This is a permanent part-time role (32 hours per week including lunch breaks) which will require regular weekend and some evening working.

Ritz Rec (Emp Agy)