Job Description. Visitor Experience Manager

Transcription

1 Job Description Job Title Department Grade Salary Hours Location Duration Reports to Responsible for Assistant Visitor Experience Manager Visitor Operations Band D Enhanced 26,675 per annum (increasing to 27,415 on passing probation) 37.5 hours per week, on an agreed rostered basis. Weekend, evening work and flexibility with working hours will be required Museum of London and Museum of London Docklands Permanent Visitor Experience Manager Visitor Hosts Overall job purpose To work as part of the Visitor Experience Management Team to deliver a world class visitor experience. To manage, inspire and motivate a team of Visitor Hosts to achieve challenging commercial targets and exceed customer expectations. Key result areas General Management Drive income generation on a daily basis by creating commercial awareness and motivating the Host team to achieve set sales targets, including guidebooks and donations. Proactively maintain, review and develop

2 Visitor Experience standard operating policies, procedures and ways of working. Maintain effective communication with Volunteers, Hosts, Assistant Visitor Experience Manager colleagues and Visitor Experience Management team through relevant channels to drive the operational and commercial success of the department. Liaise effectively and proactively with other departments and external stakeholders, representing the needs of Visitor Operations. Responsible for the management and/or inclusion of volunteers. Undertake such other duties as agreed with the line manager commensurate with the level and scope of the post. Duty Management Duty Manage the museum on a rostered basis across both sites, promoting consistency of standards and leading the museum in evacuation and emergency situations. Lead by example through best practice of customer service. Manage the effective deployment of Visitor Hosts, planning their locations within the galleries to ensure public safety, security of collections and effective visitor flow and engagement.

3 Duty Manage out of hours private and public functions and events, in co-ordination with the Hospitality and Development teams, as necessary. Serve as a champion for access and diversity. Maintain thorough and practical knowledge of procedures for visitor safety. Line Management Deliver a world class visitor experience through effective line management, motivation and development of the Visitor Host team. Support the Visitor Hosts in their professional development, coaching and mentoring the team with standard and personal objectives. Manage the recruitment, induction and probation process for the Visitor Host team, ensuring that the museum s commitment to diversity is central to this. Develop and deliver relevant training programmes for the Visitor Host team so that team members have both the knowledge and skills to effectively fulfil their role. Manage and report Visitor Host performance against departmental standards and Service

4 Level Agreements. Project Management To develop and implement new projects undertaken by the Visitor Experience Department in line with Strategic Objectives. To lead on, improve, or assist with, the delivery of tasks departmental projects. Ability to manage time effectively, ensuring deadlines are consistently met. To lead and motivate the team of Visitor Hosts in delivering projects to a high standard. Special Circumstances The Assistant Visitor Experience Managers are expected to wear business dress along with a name badge, security pass and radio in all public areas. The museum is a 7 day operation and regularly hosts events outside its core hours. Flexibility to work on weekends, public holidays and before or after public hours on a rostered basis is therefore required. Responsibility for public safety is central to this role. Applicants should be willing to undergo an accredited training course for First Aid and other Health & Safety related skills paid for by the museum if they are not currently qualified. This position requires a Basic Disclosure which

5 will reveal any unspent convictions. A criminal record may not necessarily be a bar to employment, as any decision will be treated on its merits and individual circumstances subject to the museum s overriding obligations to protect the children and vulnerable adults in its charge, members of the public, the safety of the museum s staff and the Collection Working Conditions Assistant Visitor Experience Managers are expected to be mobile within their role; ensuring a significant presence in the museum galleries and visitor areas as well as carrying out office administration duties. This post will include some manual handling, for which appropriate training will be given. NB This job description reflects the requirements of the museum as at February The role and duties of the post are subject to change in line with the future development of the museum. The Board reserves the rights to make such changes as are necessary and any changes required will be discussed with the post-holder as appropriate.

6 Person Specification Section 1: Top Essential Criteria If you cannot provide evidence that you fully meet these criteria, your application will not be put forward for further shortlisting against the other criteria in sections 2 & 3. No Criteria Assessment 1 Experience of achieving challenging commercial targets for AF / I / P front line operations 2 Ability to build positive working relationships within and AF / I / T outside the department by establishing rapport and credibility with staff and stakeholders 3 Self-motivated worker with ability to be proactive and reactive AF / I in a fast-paced environment 4 Demonstrable customer service experience, ideally within a supervisory role AF/ I / T Section 2: Further Essential Criteria No Criteria Assessment 1 Ability to learn new skills and adapt to new ways of working, I managing change within a team 2 Ability to effectively prioritise and coordinate outputs I 3 Ability to effectively motivate a team, including managing I / P performance 4 Excellent verbal and written communication skills, numeracy and IT skills including Microsoft Office, with attention to detail and ability to multitask I / P / T Section 3: Desirable Criteria No Criteria Assessment 1 Experience and skills in developing new initiatives in a team I 2 Experience of managing or working with budgets I 3 A passion for London, enthusiasm and drive to develop a world class visitor experience I

7 Information on Assessment s Code Assessment This means AF Application Form You need to provide examples and evidence as to how you meet these criteria on the application form. I Interview You will be asked questions around these criteria at the interview. T Test This could be an ability test, personality profile, group exercise, on the job activity or computer test. P Presentation You will be asked to prepare or give a presentation to demonstrate against these criteria. AD Assessment Day If you are selected you will be invited to an assessment day that will be a combination of the above assessment methods.