At a Glance
- Tasks: Lead and motivate a diverse team to deliver exceptional visitor experiences at Somerset House.
- Company: Join the vibrant Visitor Experience Team at Somerset House, a cultural hub in London.
- Benefits: Earn £17.10/hour with access to mental health support and exclusive discounts.
- Other info: Flexible hours with opportunities for personal growth in a dynamic cultural setting.
- Why this job: Develop your management skills while creating memorable experiences for visitors.
- Qualifications: Experience in managing teams and overseeing operations in a customer service environment.
The predicted salary is between 30000 - 40000 € per year.
We are seeking a Duty Manager to join our Visitor Experience Team. The Visitor Experience team works across the cultural programme at Somerset House, including commercial and live events, exhibitions, performance, talks and installations. We strive to provide a warm and friendly welcome for our visitors in a safe and secure environment.
The Visitor Experience Duty Managers will support the Visitor Experience Managers and Assistant Visitor Experience Managers to lead, motivate and manage a large and diverse team of Visitor Experience Assistants (VEAs) and volunteers. The role will be responsible for the delivery of an exceptional visitor welcome, overseeing gallery and event operations and confidently managing all aspects of the daily operation. This is an exciting opportunity to develop your operational and management skills within a Visitor Experience Team. This role will be focused on supporting an upcoming exhibition in our Embankment Galleries. Anticipated weekly hours are 30+ across Tue-Sun.
Key Responsibilities- Ensure an excellent standard of visitor engagement, providing a friendly welcome and responsive visitor experience.
- Oversee the general daily operations of the site and programme on a day-to-day basis.
- Brief and manage the on-the-ground Visitor Experience Team and volunteers, monitoring service standards.
- Manage daily operations of our volunteers who oversee the main Information Desk.
- Share your knowledge and enthusiasm about Somerset House and its programme with our visitors.
- Actively assist visitors with access requirements and promote an inclusive environment.
- Devise and deliver training and ensure ongoing refresher training takes place with all Visitor Experience Assistants and volunteers including Tessitura (our ticketing/CRM system), customer service and role-specific inductions.
- Ensure appropriate HR procedures are maintained, working alongside the Visitor Experience Managers and HR department to resolve any employee issues and complaints.
- Monitor and report back on Visitor Experience Assistant and volunteer performance to the Visitor Experience Managers or Senior Visitor Experience Manager.
- Provide excellent organisational and project management skills to successfully lead on certain projects, working with other departments across the Trust from planning to delivery and feedback.
- Monitor team rosters, performing regular checks to ensure any staffing or operational issues are resolved efficiently and sympathetically.
- Deal with customer complaints and feedback confidently and calmly, with a solution-based approach to challenges.
- Ensure all areas of the site are well presented and maintained.
- Liaise and work with onsite contractors including security, medics, catering and cleaning teams to ensure high standards are maintained throughout, dealing with any issues that may arise with the contractor/s and making recommendations for improvement of service.
- Undertake any other duties and responsibilities as required in line with the obligations of the role.
- Ensure that Somerset House is safe and secure for all our visitors, staff and residents, supporting evacuations as required.
- Conduct regular refresher evacuation sessions throughout the year to ensure the Visitor Experience Assistants are confident and able to safely evacuate.
- Support the Visitor Experience Managers to ensure all Health & Safety and licensing policies and procedures are adhered to.
- Ensure all security and Health and Safety incidents are dealt with promptly, and that incident reporting procedures are implemented, monitored and carried out.
- Experience managing or supervising teams in a visitor experience or customer service environment.
- Experience overseeing day-to-day operations for a public venue/site/event programme.
- Demonstrable experience of project management, ensuring agreed activities are delivered timely and effectively.
- Supported the delivery of training to large groups.
- Experience with ticketing systems (Tessitura preferred), with good understanding of ticketing and event requirements and the ability to manage, assist and train Ticket Office and Admissions staff.
- Evident leadership skills - able to motivate teams to achieve excellence and confidently drive performance.
- Confidence in communicating with different teams and clients, setting clear and assertive direction where required.
- Ability to manage and diffuse difficult situations with a calm and diplomatic approach.
- Excellent problem-solving skills, with the ability to make quick, informed operational decisions.
- Exemplary organisational and delegation skills, with the ability to manage multiple priorities, working both independently and collaboratively as part of a team.
- A commitment and a passion for ensuring an outstanding visitor experience to a diverse audience.
- An enthusiasm for Somerset House Trust and our programme.
- Access to our external Employee Assistance Programme (CiC) for free 24/7 confidential advice and support, including up to 6 free counselling sessions per year where needed.
- The list is endless and includes tickets to Somerset House events and entrance to other London Heritage sites. Discount to local leisure centres.
Casual Duty Manager employer: Somerset House
Join Somerset House as a Casual Duty Manager and be part of a vibrant Visitor Experience Team dedicated to delivering exceptional service in one of London's most iconic cultural venues. With a strong focus on employee wellbeing, we offer access to a 24/7 Employee Assistance Programme, generous discounts on events and local attractions, and opportunities for professional growth through training and project management experience. Our inclusive work culture fosters collaboration and creativity, making it an exciting place to develop your skills while contributing to memorable visitor experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Casual Duty Manager
✨Tip Number 1
Get to know the venue! Before your interview, take a stroll around Somerset House. Familiarise yourself with the exhibitions and events. This will not only impress the interviewers but also help you feel more confident when discussing how you can enhance the visitor experience.
✨Tip Number 2
Practice your people skills! As a Duty Manager, you'll be leading a diverse team and interacting with visitors daily. Role-play common scenarios with friends or family to sharpen your communication and problem-solving skills. Show us you can handle any situation with a smile!
✨Tip Number 3
Network like a pro! Connect with current or former staff on LinkedIn or at events. Ask them about their experiences and any tips they might have for the role. This insider knowledge can give you an edge and show your genuine interest in the position.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from our site. It shows you're keen and engaged. Plus, it makes it easier for us to keep track of your application and get back to you quickly!
We think you need these skills to ace Casual Duty Manager
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for visitor experience shine through! We want to see how much you care about creating a warm and friendly environment for our visitors.
Tailor Your Application:Make sure to customise your application to highlight your relevant experience. Mention any previous roles where you've managed teams or overseen operations, especially in a visitor-facing environment.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language to describe your skills and experiences, so we can easily see how you fit into our Visitor Experience Team.
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.
How to prepare for a job interview at Somerset House
✨Know Your Venue
Before the interview, make sure you research Somerset House and its cultural programme. Familiarise yourself with current exhibitions and events, as well as the visitor experience philosophy. This will show your genuine interest and help you connect your answers to their mission.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully managed a team or handled a challenging situation. Highlight how you motivated your team and ensured excellent service delivery, as this role requires strong leadership and problem-solving abilities.
✨Demonstrate Your Customer Service Expertise
Be ready to discuss your approach to providing exceptional visitor experiences. Think of specific instances where you went above and beyond for customers, especially in a busy environment. This will illustrate your commitment to creating a welcoming atmosphere.
✨Prepare for Scenario Questions
Expect questions that assess your ability to handle real-life situations, such as managing complaints or coordinating with different teams. Practice your responses to these scenarios, focusing on your calm and diplomatic approach to problem-solving.
