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- Tasks: Lead a dynamic team to enhance visitor experiences across various operations.
- Company: Join Lightroom, a vibrant venue dedicated to unforgettable visitor journeys.
- Benefits: Flexible shifts, hands-on leadership experience, and a supportive work culture.
- Why this job: Make a real impact on visitor experiences while developing your leadership skills.
- Qualifications: Strong leadership skills and a passion for customer service.
- Other info: Ideal for those looking to grow in a fast-paced, collaborative environment.
The predicted salary is between 30000 - 42000 £ per year.
At Lightroom, we want to ensure that every visitor enjoys a seamless, engaging, and memorable journey through our venue. Our visitor experience strategy, "Illuminating Every Moment," sets out how our team delivers an exceptional visitor experience. Every touchpoint in the visitor journey plays a crucial role in shaping their visit, and our team of multi-skilled Duty Managers is at the heart of making this happen.
As a Duty Manager, you will take on a leadership role across all areas of Operations, including Access, Bar & Events, Floor, Retail, Ticketing and Stagedoor. We work fluidly across departments, supporting each other to deliver an outstanding visitor experience. Whether you're leading the team of hosts, assisting with accessibility needs, ensuring smooth service at the bar, or maintaining a welcoming atmosphere, your focus will always be on teamwork, adaptability, and enhancing the visitor journey.
You will coach and demonstrate our Visitor Experience values which are:
- Be a brand ambassador for Lightroom
- Be Approachable – Foster a welcoming atmosphere with warmth and enthusiasm.
- Be Informative – Know the shows, artists, and venue inside-out.
- Be Proactive – Anticipate visitor needs and assist them to resolve issues promptly.
When on duty you will report into the Head of Visitor Experience and play a key role in fostering a collaborative and supportive culture among your team. We believe that a positive working environment leads to a great visitor experience, and you will be responsible for leading by example—ensuring that every visitor feels valued, and every team member feels supported.
Lightroom is open seven days a week, with a mix of daytime and evening shifts. Flexibility is key, and you should expect to work at least one shift per week on a Saturday and/or Sunday, with additional shifts available throughout the week. This role is ideal for someone ready to step up within Operations, with the ability to lead, motivate, and support a team while maintaining a hands-on, visitor-focused approach.
DUTIES AND RESPONSIBILITIES
- Visitor Experience
- Drive Commercial Success – Maximise revenue opportunities through ticketing, retail, and bar while optimising operational efficiency. Creating and delivering daily reports.
- Enhance Visitor Experience – Ensure every guest is "illuminated at every moment" by delivering seamless, high-quality service and a keen eye for continuous improvement.
- Cross-Department Collaboration – Work closely with all operational departments to align on business goals and visitor engagement. Communicate with the front-line team members on all upcoming events, schedules and updates.
- Operational Excellence – Oversee daily operations, ensuring smooth logistics, compliance, and high standards of presentation in line with the visitor experience strategy.
- Team Leadership & Development – Lead, inspire, and coach a high-performing team to deliver exceptional experiences.
- Drive sales through providing exceptional customer service, identifying upsell opportunities, and motivating the sales team.
- Supporting day to day with reporting, sales targets and commercial delivery.
- Monitoring adherence to processes and procedures to reduce stock loss.
- Ensuring the safety and security of the public within the building, including bag checks with a 100% penetration rate.
- Staying vigilant and being aware of suspicious activity and reporting such activity to managers immediately.
- Immediate response to all emergency situations, working as the Duty Manager to restore order, safety and security to the venue.
- Ensure all food and beverage areas are prepared for set up in advance of each shift and in accordance with relevant standards of procedure.
- Drive sales through providing exceptional customer service, identifying upsell opportunities, and lead the operational change over from day to night.
- Be the duty manager for private hires, showcasing Lightroom’s exceptional visitor experience and supporting the Operations team with set up, communication and overall delivery.
- Give tailored support to access customers determined by their needs and how they want to journey through the experience.
- Work with the Head of Visitor Experience on development of the access offering and access performances.
- Ensure that the customer journey from booking into the show space and beyond is as smooth as possible, reporting any opportunities to the Head of Visitor Experience and Head of Ticketing.
- Report on daily tickets sales to the wider Lightroom team.
PERSON SPECIFICATION
- Leading by Example – Ability to set a positive tone for the team and ensuring an exceptional visitor experience.
- Strive for Operational Excellence – A proactive person in upholding operational standards, from health & safety checks to Visitor interactions, regardless of contracted area. Take ownership of your area and ensure everything runs smoothly.
- Nurturing & Coaching – Confident to provide guidance, offer constructive feedback, and ensure a positive and motivating work environment every day.
- Professionalism – Ability to retain composure and leadership. Regardless of how busy or pressured a shift becomes, professionalism must be maintained, both with visitors and within the team.
- Confidentiality & Discretion – The proven ability to uphold complete discretion in handling any operational or staffing matters.
- Communication & Accountability – A clear communicator across various departments, whilst keeping in line with our company ethos and aims.
DUTY MANAGER – VISITOR EXPERIENCE in London employer: Lightroom KX Ltd
Contact Detail:
Lightroom KX Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land DUTY MANAGER – VISITOR EXPERIENCE in London
✨Tip Number 1
Get to know the venue inside-out! Familiarise yourself with every corner of Lightroom, from the bar to the ticketing area. This way, when you chat with the team or visitors, you can share insights and tips that make their experience even better.
✨Tip Number 2
Show your enthusiasm! When you're at interviews or networking events, let your passion for visitor experience shine through. Share stories about how you've made a difference in previous roles, and how you plan to illuminate every moment for our guests.
✨Tip Number 3
Be proactive in your approach! Anticipate questions and concerns that might come up during interviews. Prepare thoughtful responses that highlight your leadership skills and ability to foster a collaborative environment—key traits for a Duty Manager.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Lightroom team. Don’t miss out on the chance to join us in creating unforgettable experiences!
We think you need these skills to ace DUTY MANAGER – VISITOR EXPERIENCE in London
Some tips for your application 🫡
Show Your Passion for Visitor Experience: When writing your application, let your enthusiasm for creating memorable experiences shine through. We want to see how you can embody our values and contribute to making every visitor's journey exceptional.
Tailor Your Application: Make sure to customise your application to highlight relevant skills and experiences that align with the Duty Manager role. We love seeing how your background fits into our vision of 'Illuminating Every Moment'.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences are easy to spot. This helps us understand how you can enhance our visitor experience.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Lightroom.
How to prepare for a job interview at Lightroom KX Ltd
✨Know Your Visitor Experience Strategy
Before the interview, make sure you understand Lightroom's visitor experience strategy, "Illuminating Every Moment." Be ready to discuss how you can contribute to enhancing every touchpoint in the visitor journey and share examples from your past experiences that align with this approach.
✨Showcase Your Leadership Skills
As a Duty Manager, you'll need to lead and inspire your team. Prepare to talk about your leadership style and provide specific examples of how you've motivated a team in previous roles. Highlight any coaching or mentoring experiences that demonstrate your ability to nurture talent.
✨Demonstrate Your Adaptability
Flexibility is key in this role, so be prepared to discuss how you've successfully adapted to changing situations in the past. Share stories that illustrate your ability to handle unexpected challenges while maintaining a positive atmosphere for both visitors and team members.
✨Be Ready to Discuss Collaboration
Cross-department collaboration is crucial at Lightroom. Think of examples where you've worked closely with different teams to achieve a common goal. Emphasise your communication skills and how you ensure everyone is aligned on business objectives and visitor engagement.
