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Overview
With approximately seventy-five Visitor Experience Assistants and over fifty Welcomer Volunteers, the Visitor Experience department is the largest team in the museum and is responsible for welcoming and engaging all visitors, supporting the delivery of exhibitions, programmes and events and maximising income from tickets, membership sales and donations.
Overview
With approximately seventy-five Visitor Experience Assistants and over fifty Welcomer Volunteers, the Visitor Experience department is the largest team in the museum and is responsible for welcoming and engaging all visitors, supporting the delivery of exhibitions, programmes and events and maximising income from tickets, membership sales and donations.
Job scope
They have responsibility for a team of Assistant Visitor Experience Managers (AVEMs) and will be committed to providing the best welcome and engaging customer service to our visitors, whilst supporting teams across the museum in ensuring the building is always well-presented. They will work closely with the team to successfully deliver KPI targets and maximise visitor income.
Job Description
- The full job description/person specification is available to download from our careers portal vacancy posting.
- Support the Visitor Experience & Operations Manager in the strategic and day-to-day leadership of the department, contributing to planning, decision-making, and the continuous improvement of visitor experience standards and commercial performance.
- Play a key role in designing and delivering engagement and training initiatives that inspire the team and support income generation through ticket sales, membership, donations, and upselling.
- Work alongside the wider team to carry out recruitment, induction, absence, and performance management.
- Create and manage the department master rota within agreed staffing levels for core museum activity, public programme, and events.
- Model how to achieve the museum’s standards of service, welcome, engagement and up-selling culture for all Visitor Experience team members. Understand who the museum’s audiences are and support the team to meet and exceed their expectations.
- Champion the visitor and ensure visitor expectations and needs are discussed at cross-departmental meetings.
- Assist the Visitor Experience & Operations Manager in regular review of the duty management procedures and suggest ways to improve efficiency, safety, and visitor experience standards.
- Ensure the Assistant Visitor Experience Managers are briefed and trained in changes to operational procedures.
- Undertake regular duty management shifts: this role requires regular early starts and late finishes on a rota basis.
Essential - Experience, Knowledge And Skills
- Experience of delivery of excellent customer service in a public-facing environment with practical experience of leading, managing, and motivating customer-facing teams and individuals.
- Experience of managing a complex rota and payroll procedure.
- Extensive duty management experience including health and safety, security, and cash handling responsibility in a public-facing environment.
- Ability to enthuse, motivate and inspire others through excellent communication and strong interpersonal skills.
- Ability to build strong relationships at all levels internally and externally and shows a willingness to collaborate with and support others.
- A passion for exceeding visitor expectations, willingness to go beyond core duties to ensure an excellent experience and achieve this culture in others.
Holidays: 25 days per annum + Christmas eve (museum closed)
Hours: 35 hours per week, 5 days per week, on a rota basis, including weekends, evenings, and bank holidays
Location: On-site at the Design Museum, Kensington
Closing date: Tuesday 12 August, midnight
Interviews: Wednesday 20 August and Thursday 21 August
Application process
For all the latest job vacancies at the Design Museum, please visit our Careers page to apply via our online portal: you encounter any issues while completing your application, please email before the vacancy closing date. We will be in touch as soon as possible; (please note the inbox is monitored Monday-Friday).
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StudySmarter Expert Advice🤫
We think this is how you could land Deputy Visitor Experience Manager in London
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Don't be shy about reaching out to the Design Museum 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!
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!
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How to prepare for a job interview at the Design Museum
✨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!
