Preservation Trust in Bath

BATHPRESERVATIONTRUST

Job Description

Post: Preservation Trust

Terms:

Front of House NO1 and Commercial Manager, Bath

Full-time, 5 days a week (35 hours)

This role will require regular weekend/bank holiday and on-call working.

The salary for this role is £32,000 per annum (from 1/4/24).

Annual leave (inclusive on bank holiday entitlement) 34 days

Reporting to:

Purpose of role:

Chief Operating Officer

To manage all aspects of NO 1 Royal Crescents commercial shop management and Front of house operations including administration, bookings, and team management to ensure the smooth running of the museum and shop at all times for the visitors (including paying day visitors, groups, school visits and special tours etc.) To manage the operational delivery of the event programme for No. 1 Royal Crescent.

The main activities of the role are described below. This is not intended to be an exhaustive list of duties but a guide to the main priorities. The post holder may be required to undertake other duties and responsibilities compatible with the overall scope of the post. They are expected to use their judgement about priorities within the overall purpose of the role, and to look for and respond to opportunities for visitor growth.

Key responsibilities Commercial management

across Bath Preservation Trust Museums

Support the Chief Operating Officer with the delivery of commercial strategies including holding overall responsibility for the shop at No1

Margin analysis for the shop at No 1

• Developing product range/diversity of stock with higher margins
• Contributing to visual merchandising/change of displays across the shops
• Research into offsite and pop up retail locations to develop retail activity

Implement more use of the collections in shop stock eg prints of images, bespoke branded merchandise across all four sites

Museum management, Bath Preservation Trust

• Manage Museum Assistant recruitment across BPT in conjunction with FOH Managers at all sites.
• Manage the Front of House Administrator at No1

Ensure staff rotas for MoBA, Herschel and Beckford's Tower are in place including responsibility for sourcing cover for absences, events etc

Responsibility for ensuring Museum Assistant training in all sites is completed to include but not limited to data collection, customer service, food handling and events assistance as applicable.

• Maintain training records for all Museum Assistants across BPT.

Museum management

Responsibility for the day to day smooth running of the museum, including acting as a primary key holder, opening, closing, daily maintenance issues that don’t require the Facilities Manager such as cleaning and waste management, and dealing with visitor queries and complaints as necessary

Act as the principal front-facing representative for No.1 Royal Crescent, providing visible leadership and ensuring an exceptional visitor experience while fostering positive relationships with visitors, members, stakeholders, and partners.

• Escalate issues to the Facilities Manager and Chief Operating Officer as required
• Line manage the Museum Assistants and Front of House Administrator and provide support and training as required, including health and safety
• Manage and monitor annual leave of Museum Assistants as applicable ensuring cover is organised to ensure rota is fully covered

Manage communications to museum team to ensure all are aware of relevant information, including the social calendar events, including Museum Assistants and volunteers (as applicable)

Organise the museum rota’s and cover the museum and shop as needed to ensure the museum is open according to the timetable. Ensure rotas are fully covered, which includes the requirement to cover shifts yourself if no cover is available

Provide accurate and timely information to payroll regarding hours worked by Museum Assistants to ensure they are paid correctly and on time for additional shifts

On the day responsibility for ensuring that health and safety, first aid, accident logging and finance procedures are followed

Actively responding to alarm call outs in line with our security procedures, including out of hours response

Answering the telephone and dealing with written and email enquiries promptly and with excellent customer service

Maintain adequate supplies of office and cleaning materials used in the day to day running of the museum

Events, Groups and Tours

With support of the Front of House administrator, take group bookings, ensuring their delivery and maintaining appropriate records of bookings, including Beckford’s Tower. Raising invoices were necessary in line with BPT finance procedures.

• With support of the Front of House administrator, administer group visits and supporting out-of-hour tours and other special events, including participation in City Festivals as appropriate, bringing in Museum Assistants to help where needed to ensure appropriate cover

Promotion of new activity and management of ticket sales via online system Vennersys, including responding to visitor enquiries.

Working with partner groups and the museum staff team to deliver a programme of activity, including current and new partners as appropriate

Liaising with BPT colleagues to support and staff press visits, special tours and access for film/TV production companies as applicable

Maintaining the diary of public spaces at the museum

Liaising with the Learning and Curatorial teams to support educational visits, exhibitions and other activities at the museum

Finance

Monitor spend in line with delegated budgets with the support of the Chief Operating Officer

Ensure best practice in relation to taking admission payments and shop sales

• Act as key contact for management of till and card machine services

Retail Management

Maintain stock levels, undertaking accurate stock management on the system, raising purchase orders, checking deliveries and invoices against purchase orders and raising invoices where necessary in line with BPT finance processes, with support from the Front of House administrator

Ensure good visual merchandising and point of sale in the various retail lines, and implement improvements accordingly

• Undertake annual stock-takes, record breakages and staff transactions
• Use the Vennersys stock management information system to run reports as needed

Enable retail sales at events

Support Museum Assistants and providing training to encourage sales performance, enable up-selling, enhance product knowledge and ensure retail good practice

General

Attend staff meetings and ensure all staff are aware of museum and shop updates

Respond to any alarms, security issues or health and safety problems with the support of Museum Assistants at all sites and the Facilities Manager

Person Specification:

Qualifications - Essential

• Degree level or equivalent experience in a customer facing management role
• Training in Customer Service

Skills – Essential

• Planning, organisation and administration
• Working at pace and being decisive, prioritising work and activity as required

Good communication, interpersonal and team work

Strong demonstrable numeracy and literacy including written responses to customers

Excellent IT with a demonstrable ability to use Excel spreadsheets to monitor budgets, complete finance procedures including Purchase Orders and Invoices, as

well as produce and monitor rotas, recording all hours worked by the team

People Management and Training

Customer service and complaint handling

Skills – Desirable

• Interest in professional techniques and approaches regarding customer service

Experience – Essential

• Managing staff, including rotas and communications
• Managing rotas
• Operating EPoS and ticketing systems
• Managing and monitoring of budgets
• Use of MS Office packages

Training staff

Working with the public in a customer service role

Experience – Desirable

• Working in an accredited museum or heritage setting

Terms and conditions

Some physical elements including cleaning of spaces and lifting and carrying of items

Weekend and evening working will be required

• Some lone working

The post is a core operating role and self-supporting within a small organisation. Flexibility, the ability to communicate at all levels, to work as part of a team, and a 'cando' attitude with a 'show not tell' style will be necessary.

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