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 and professional growth.
- Why this job: Develop your management skills while creating memorable experiences for visitors.
- Qualifications: Experience in managing teams and excellent customer service skills required.
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 in London 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, you will benefit from access to mental health support, generous discounts on events, and opportunities for professional growth within a collaborative and inclusive work environment. This role not only allows you to enhance your operational and management skills but also offers the chance to engage with a diverse audience in a dynamic setting.
StudySmarter Expert Advice🤫
We think this is how you could land Casual Duty Manager in London
✨Tip Number 1
Get to know the venue! Before your interview, take a stroll around Somerset House. Familiarise yourself with the exhibitions and events happening there. This will not only impress the interviewers but also help you speak confidently about how you can enhance the visitor experience.
✨Tip Number 2
Network like a pro! Connect with current or former staff on LinkedIn. Ask them about their experiences and any tips they might have for the role. This insider knowledge can give you an edge during interviews and show your genuine interest in the position.
✨Tip Number 3
Show off your leadership skills! Be ready to share examples of how you've motivated teams or handled challenging situations in the past. The Visitor Experience Manager will want to see that you can lead a diverse team effectively, so come prepared with stories that highlight your strengths.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team at Somerset House. Don’t forget to follow up after applying; a little nudge can go a long way!
We think you need these skills to ace Casual Duty Manager in London
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, as this will show us you're the right fit for the Duty Manager role.
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 meet the requirements of the job.
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 the Casual Duty Manager position.
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 skills to their mission.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams in previous roles. Highlight specific situations where you motivated staff or resolved conflicts. This is crucial for a Duty Manager role, so be ready to discuss your leadership style and how you can inspire others.
✨Demonstrate Problem-Solving Abilities
Think of scenarios where you've had to think on your feet or handle difficult situations. Be prepared to share these experiences during the interview, focusing on your calm and diplomatic approach to resolving issues. This will illustrate your capability to manage daily operations effectively.
✨Engage with Inclusivity
Since the role involves promoting an inclusive environment, be ready to discuss how you've supported diverse audiences in the past. Share any relevant training or initiatives you've been involved in that demonstrate your commitment to accessibility and inclusivity in visitor experiences.
