At a Glance
- Tasks: Lead a dynamic team to create unforgettable visitor experiences at our innovative venue.
- Company: Join Lightroom, a cutting-edge storytelling medium in the heart of London.
- Benefits: Flexible hours, creative environment, and opportunities for personal growth.
- Other info: Exciting career progression in a collaborative and supportive atmosphere.
- Why this job: Be part of a vibrant team that shapes memorable cultural experiences for diverse audiences.
- Qualifications: Strong leadership skills and a passion for enhancing visitor engagement.
The predicted salary is between 29700 - 36300 £ per year.
Hours: 40 hours average working week over 5 days Monday – Sunday. There is no overtime agreement as part of this contract, but TOIL will be given for hours worked beyond this. Regular weekend and evening work is required.
Reports to: Head of Visitor Experience
ABOUT LIGHTROOM
Lightroom is a new storytelling medium for the world’s greatest creative minds. Our approach allows creative work of all disciplines to be seen in a new light: offering artists and performers a new way to tell their stories; and audiences a new way to engage with creative work, whether they are a lifelong fan or discovering something for the very first time. Through groundbreaking collaborations with leading artistic talents across art, music, film, fashion, science, and more, Lightroom is establishing itself as a new home for London’s cultural audiences.
Lightroom’s flagship venue is based in London King’s Cross, situated next to Coal Drop’s Yard. Our shows have also played in 11 cities worldwide.
ABOUT THIS ROLE
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 three Visitor Experience Managers is at the heart of making this happen.
As a Visitor Experience Manager, you will oversee all areas of day‑to‑day Operations, including Access, Bar & Events, Floor, Retail, Ticketing and Stagedoor. While each department may have specific responsibilities, we work fluidly across teams, supporting each other to deliver an outstanding visitor experience. 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 an 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 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.
Key areas of responsibility:
- Drive Commercial Success – Maximise revenue opportunities through ticketing, retail, and bar while optimising operational efficiency.
- Enhance Visitor Experience – Ensure every guest is “illuminated at every moment” by delivering seamless, high‑quality service.
- Cross‑Department Collaboration – Work closely with all operational departments to align on business goals and visitor engagement.
- Operational Excellence – Oversee daily operations, ensuring smooth logistics, compliance, and high standards of presentation.
- Team Leadership & Development – Lead, inspire, and coach a high‑performing team to deliver exceptional experiences.
Administration:
- Roster the Visitor Experience teams to ensure appropriate levels of staffing across the 7 day operation.
- Audit RotaCloud regularly ensuring that information is kept up to date.
- Track and address unauthorised absences, sickness and poor performance.
- Manage all areas of Rotacloud including timesheets, shift swaps and holiday approvals.
- Review and refine operational procedures.
- Work closely with the Head of Visitor Experience on continuous improvement to develop the Visitor Experience.
Duty Management:
- Duty Manage the venue regularly.
- Lead and motivate the team to deliver an exceptional visitor experience for all.
- Ensure all staff are welcoming, knowledgeable, professional, responsible and commercially focussed.
- Act as the lead during any building critical incidents; Accidents, Incidents, Evacuation, Invacuation – ensuring best practice is followed at all times.
- Ensure the venue is clean, tidy and maintained at all times, ensuring a welcoming environment for our visitors.
- Ensure equipment across all operational areas is working and report any issues.
Access:
- Give tailored support to access customers determined by their needs and how they want to journey through the experience.
- Ensure all areas of the access operation are fit for purpose and compliant with Lightroom policies and expectations.
Bar & Events:
- 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.
- Work with the Bar & Events Manager to deliver exceptional private hires and events.
Door:
- 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 any and all emergency situations as the Duty Manager to restore order, safety and security to the venue.
Retail:
- Work with the Retail Manager in managing day‑to‑day sales and understand all areas of the Retail offering and operation.
- Drive sales through providing exceptional customer service, identifying upsell opportunities, and motivating the sales team.
- Monitoring adherence to processes and procedures to reduce stock loss.
Ticketing:
- Ensure that the customer journey from booking in to the show space and beyond is as smooth as possible.
- Have exceptional knowledge of Spektrix in order to assist the team and customers, and troubleshoot any issues that may arise on shift.
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.
- 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.
- 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.
HOW TO APPLY
To apply, please submit your CV and Cover Letter via this link HERE, or under the advert for this role on the Lightroom website. Your covering letter should detail how you meet the criteria within the person specification and why you would like to be considered for the role.
Should you wish to reach out for an informal conversation about the nature of the role, please contact our Stage Door team.
DEADLINE FOR APPLICATIONS
Applications for this opportunity will close at 12pm on 7th August 2026 with interviews taking place on Tuesday 11th August and Wednesday 12th August. Second stage interviews will take place on Wednesday 19th August.
We look forward to receiving your application. We are an equal opportunities employer and value diversity. We encourage applicants from different backgrounds and different experiences.
Visitor Experience Manager – Operations in London employer: Lightroom
Lightroom in London is an exceptional employer that prioritises a collaborative and supportive workplace culture, making it an ideal environment for those passionate about delivering outstanding visitor experiences. With a strong focus on employee growth and development, team members are encouraged to enhance their skills through coaching and cross-departmental collaboration, ensuring a rewarding career path. The vibrant location in London adds unique advantages, offering employees the chance to engage with a diverse audience while being part of a dynamic team dedicated to excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Visitor Experience Manager – Operations in London
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Lightroom. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Lightroom
Don't be shy about reaching out to Lightroom directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Visitor Experience Manager – Operations in London
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Lightroom and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Lightroom
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
