Casual Visitor Services Supervisor

The Sussex Archaeological Society

Job Description

Job Title
Location

Casual Visitor Services Supervisor
 Fishbourne Roman Palace

Contract type
Reports to

Casual
Head of Operations/ Deputy Director

Main Purpose of the Job

In this post, you will directly line manage the Visitor Services
Team, with responsibility for ensuring that an outstanding
visitor welcome is developed and delivered to all visitors on a
daily basis and in doing so contribute to the Audience
Development/ Property Business Plans for the site.

You will have a passion for ensuring the highest standards of
customer care and venue presentation and supporting the
recruitment of Society membership and will develop robust
front of house procedures, policies and risk assessments as
required. This will include development activities for the
team and providing leadership in operational matters.

You will act as Duty Manager and will have an eye for detail
and lead the Visitor entrance/Museum area in terms of
health and safety practices, procedures and visitor
satisfaction.

Using the Society’s Access Gamma EPOS system, you will
process ticket and gift shop sales effectively to maximise
income and promote the Society’s membership. You will
ensure the North Wing is well presented, including the retail
area, toilets, museum and mosaics. You will take the lead in
purchasing and managing retail stock on Access Gamma,
manage the shop’s merchandising and to research, develop
and evaluate brand ranges for maximising retail sales, with
central support.

You will also provide event set-up support and will
occasionally need to work outside usual hours for events, to
generate increased revenue and enhance the visitor
experience.

You will work closely with the office team , support and train
volunteers for the visitor entrance area/Museum.

Overall, the Visitor Services Supervisor will lead the welcome
area, ensuring that the department delivers outstanding
customer service to meet, and exceed, our visitors’

expectations and our targets.

Outline Accountabilities and Responsibilities:

•  Welcome all visitors and site users to Fishbourne Roman Palace for an exceptional

•

visitor experience, dealing with telephone and visitor queries as they arise.
Line Manage the Visitor Services team and volunteers, including training and
development opportunities, timesheet coordination, holidays and rotas. Carry out
appraisals and organise team meetings.

•  Process ticket sales appropriately and in accordance with SAS guidelines, promoting
and selling SAS membership, Gift Aid and guidebooks to all visitors and ensuring the
visitor services team achieve targets on this.

•  Support the promotion of SAS, the Collections Discovery Centre, events and other
sites to all visitors both face to face and put out relevant posters, leaflets, A Boards
and pop-ups as needed. Contribute content where applicable for the site’s and
Society’s social media channels and website.

•  Monitor all the site commercial activity, providing evaluation data for the Head of

Operations/Deputy Director and manage the shop’s stock ordering and
merchandising, following agreed budgets. Research and develop brand ranges for
the retail offering and to regularly evaluate and adapt the positioning of
merchandise, ensuring products are well promoted and rotated to increase retail
sales. Ensure that all cash handling, floats and cashing up procedures are done
correctly and following SAS guidelines.

•  Ensure on a daily basis that the visitor entrance area/Museum is presented and
organised is to a high standard both visually and from a H&S point of view. This
includes visual merchandising in the retail area and ensuring the shop is well
stocked. Keep the leaflet areas tidy and well stocked.

•  Be responsible for the locking and unlocking of the site at the beginning and the end
of the day. As well as ensuring the site is open and all areas are running for visitor
experience. Responsibility for ensuring the site is well maintained for visitors,
including general cleaning.

•  Along with the rest of the Fishbourne staff team, be willing to assist with general

safety and security on site and be the lead for this in the visitor entrance
area/Museum. This includes acting as a Fire Warden to ensure the safe evacuation
of the visitor entrance area/Museum in case of the fire alarm sounding and
responsibility for the site First Aid boxes, as well as being a First Aider.

•  Coordinate all group bookings on Access Gamma and with the Office Administrators
and Education Officers. This may include responding to all group enquiries; updating
and processing booking forms; inputting and maintaining bookings on the Access
Gamma till system.

•  To assist with arranging and supervising the yearly programming, such as events,
activity days, talks, workshops and private events, ensuring that all required
resources are available and that visitor operations run in an efficient and welcoming
manner.

•  Undertake training as necessary and attend staff meetings as requested. Cascade

information to the rest of the team as appropriate.

•  An understanding of equalities and how to carry out the role ensuring that the

Society's equalities obligations are met.

In addition, the job holder has a responsibility to undertake any duties that might be
reasonably expected by the Head of Operations/ Deputy Director.

This  job  description  sets  out  the  accountabilities  of  the  post  which  may  vary  from  time  to  time
without changing the general character of the accountabilities or the level of responsibility entailed.
Such variations are a common occurrence and cannot of themselves justify a reconsideration of the
grading or pay of the post.

Person Specification

Job Title: Casual Visitor Services Supervisor, Fishbourne Roman Palace

Competency
•  GCSE level or equivalent in Maths

Essential

Desirable
X

Criteria

Education &
Qualifications

Knowledge &
Experience

Key abilities and
skills

and English

•  First Aid at work or willing to train
•  Confident in use of EPOS systems,

Microsoft packages

•  Excellent communication and

interpersonal skills, both with adults
and children of all ages and
backgrounds

•  Experience in presenting information

to a wide variety of audiences
•  Previous experience in museum,

heritage sector, tourism or customer
facing role
•  Cash handling
•  Demonstrable interest in

history/heritage

•  Knowledge of Roman history
•  Team leading/ management
•  Experience of duty managing
•  Event support

•

Excellent customer care skills with
an ability to deal with difficult
situations

•  Confidence to work alone as well as

part of a wider team

•  Ability to communicate well and

clearly with a diverse audience

•  Ability to promote

offers/membership and to inspire
the team to encourage membership
sales

X

X

X

X

X

X

X
X
X

X

X

X

X

X
X

Personal attributes
and behaviours

•  Reliable and able to work

unsupervised

•  Professional manner and

appearance
•  Team player
•  Flexible attitude to duties including
working at weekends as required

X

X

X
X

Feb 2026