Deputy Front of House Manager

National Army Museum

Royal Hospital Road, Chelsea, London SW3 4HT

Operations Division

Post:

Deputy Front of House Manager

Post No.: NAM 255

Reports to:

Front of House Manager

Responsible for:

Front of House Seniors, Visitor Experience Assistants and Visitor
Welcome & Retail Assistants

Job Role

The Deputy Front of House Manager plays a pivotal role at the heart of the National Army
Museum’s public-facing operations. Supporting the Front of House Manager, the post-holder
will enthuse, motivate, and engage our fantastic team of Assistants and Volunteers, ensuring
every visitor receives a warm, engaging and memorable welcome.

You  will  motivate  and  inspire  diverse  front  of  house  teams,  placing  conversation,  personal
interaction and visitor engagement at the centre of the Museum experience. As a visible and
positive  role  model,  you  will  motivate  and  drive  teams  to  achieve  sales,  KPI  and  donation
targets while maintaining the highest standards of wellbeing, safety and professionalism.

The post-holder will contribute to the smooth day-to-day operation of the Museum, working
calmly and effectively under pressure, and ensuring that the Museum’s mission, values and
reputation are consistently delivered across all visitor touchpoints.

Job Description

The post-holder is responsible for:

1.  Leadership and Management

a.  Working with the Front of House Manager to manage the day-to-day Front of House
operations and lead the Retail and Visitor Experience teams, effectively delegating and
communicating duties, team member expectations and performance standards.

b.  Fostering a culture of accountability, teamwork and continuous improvement, with a
strong focus on a cohesive visitor experience, income generation and donations.

c.  Responsibility for daily Front of House operations, responding effectively to incidents
and  operational challenges and taking responsibility for decision making. Escalating
and feeding back to the Front of House Manager, as required.

d.  Working with the Front of House Manager in leading, coaching and developing  Front
of House team members and monitoring performance. Conducting one to ones, annual
appraisals  and  day  to  day  museum  floor-based  coaching  across  retail,  Play  Base,
welcome and galleries.

e.  Managing staff performance, absence and time keeping, encouraging team member
accountability  for  job  role  deliverables  and  Museum  values.   Assisting  the  Front  of
House  Manager  in  leading  on  any  disciplinary  matters  in  accordance  with  National
Army Museum’s policies and procedures.

f.  Supporting the Front of House Manager to identify required training and leading on the
delivery of an annual training plan to ensure all team members and volunteers are fully
trained, knowledgeable, and able to carry out their roles effectively.

g.  Responsibility for the planning of daily rotas, and day to day effective deployment of
Front  of  House  team  members,  to  meet  visitor,  sales  and  wider  museum  business
needs.

h.  Utilising  weekly/monthly  sales  reporting/performance  and  visitor  feedback  data  to
contribute informed development ideas to support income and KPI growth and visitor
experience development.

i.  Assisting  the  Front  of  House  Manager  in  the  recruitment  of  the  Retail  and  Visitor

Experience teams.

j.  Working with the Front of House Manager, maximise volunteer involvement across all
areas  of  front  of  house,  ensuring  volunteers  feel  fully  integrated  into  the  team  and
enhance the core Museum offer.

k.  Undertaking  daily  briefings  to  provide  up-to-date  information  to  the  Front  of  House

teams.

l.  Providing cover and/or  assistance for any of the Retail or Visitor  Experience Teams

areas during breaks, annual leave or other absences, as required.

m.  Deputising for the Front of House Manager, as and when required.

2.  Visitor Engagement

a.  Guiding the Front of House Teams to actively engage with all visitors at welcome and
farewell,  ensuring  they  are  promoting  and  selling  the  souvenir  book,  donations,
membership, programming and maximising sales for Play Base and all other Museum
activities.

b.  Modelling outstanding service behaviours and up-selling techniques, ensuring teams

understand the Museum’s diverse audiences and exceed their expectations.

c.  Responding  to  all  visitor  queries/complaints  with  a  positive  resolve,  escalating  and

feeding back to the Front of House Manager, as and when required.

3.  Retail

a.  Leading by example and motivating the Retail sales team to pro-actively engage with
our  visitors  and  utilise  selling  skills  to  maximise  shop  and  souvenir  book  sales  and
achieve key performance indicators (KPIs) and conversion targets.

b.  Communicating  up  to  date  sales  performance  data  to  the  team,  including  sales
highlights, product performance and daily and monthly targets and KPIs to achieve.

c.  Leading  the  team  to  ensure    visual  merchandising  standards  and  all  Shop  and
Welcome Desk displays are commercially driven, fully stocked, visually appealing to
engage our visitors.

d.  Working with the Front of House Manager to conduct regular shop floor walks of the
Shop, Welcome Desk and Stockrooms.  Ensuring all areas are maintained to excellent
standards.

e.  Managing  online  shop  orders  and  ensuring  all  orders  are  promptly  processed  and
procedures correctly followed.  Supporting the Front of House Manager in responding
to any online shop queries.

f.  Managing and working with the Retail sales team to ensure deliveries are accurately

checked in on the system and procedure is correctly followed.

g.  Responsibility for maintaining well controlled and organised stock holdings.  Support
the  Front  of  House  Manager  ,  as  a  key  lead,  in  the  operational  preparation  and
execution of stocktakes.

h.  Working with the Front of House Manager on EPOS accuracy and ensuring all sales

are scanned/keyed correctly at the point of sale.

4.  Play Base

a.  Assisting the Front of House Manager in ensuring Play Base is run in accordance with
the  ticketing  terms  and  conditions  of  sale  and  entry  and  all  health  and  safety
procedures are implemented and adhered to by the Retail team.

b.  Leading by example, motivating and engaging with the team to deliver a welcoming,
engaging and safe  experience for all our Play base visitors; to maintain and  grow a
positive Play Base reputation.

c.  Communicating  Play  Base  daily  and  monthly  sales  and  occupancy.  Motivating  and

engaging the team to be pro-active in ticket sales conversion.

d.  Responsibility for  ensuring  the  Play Base space is  well maintained  and activity toys

are kept in good condition and replaced, as and when necessary.

e.  Dealing  confidently  and  calmly  with  all  Play  Base  operational  and  visitor  issues.
Resolving all issues to a positive outcome, escalating and feeding back to the Front of
House Manager, as and when required.

f.  Leading  on  the  annual  ROSPA  (Royal  Society  for  the  Prevention  of  Accidents)

inspection and post inspection action and reports.

5.  Visitor Experience

a.  Ensuring  the  team  is  effectively  monitoring  the  condition  of  the  galleries  and  public
spaces  throughout  the  day  and  ensuring  standards  are  never  compromised  and
reporting any issues via the correct channels.

b.  Supporting  the  Visitor  Experience  Team  to  ensure  the  active  engagement  with
Museum visitors, sharing information about the galleries and Museum’s collection.

6.  Systems and Finance

a.  Responsibility  for  ensuring  the  security  of  retail  and  welcome  monies  and  stock,
ensuring the Museum’s financial and cash handling procedures are strictly adhered to,
in accordance with audit and security requirements and good practice.

b.  Working with the Front of House Manager to manage the ticketing system, for all Play

base event set up and ticketing allocation.

c.  Assisting the Front House Manager, following up and resolving any systems ticketing
or  EPOS  issues  with  the  EPOS  or  Ticketing  provider  and  IT.  Feeding  back  and
escalating to the Front of House Manager, as and when needed.

d.  Leading and working with the team to open and close the Shop and Welcome Desk
tills correctly and as per procedure.  Managing the accurate counting in of the float and
cash up at the end of the day’s trade.

e.  Utilising  the  EPOS  and  Ticketing  systems  to  generate  sales  reports,  to  support
understanding of sales performance, cascading accurate information to the team and
assisting the Font of House Manager in making commercial decisions.

f.  Working with the Front of House Manager in the accurate inputting of daily, weekly and

monthly sales figures for Retail and Play Base, on the annual sales trackers.

7.  Internal Relationships

a.  Maintain effective internal relationships with all Museum Departments.

b.  Work  closely  with  Facilities,  Venue  Hire,  Learning,  Audiences  &  Communications,
Public Programmes and Development teams to support Museum activity and income
and donation generation.

8.  External Relationships and Partnerships

a.  To work closely with all in-house contractors (including catering, cleaning, maintenance

and security) in the provision of excellent customer services to the public.

9.  Health and Safety

a.  Being  committed  to  good  health  and  safety,  security  and  access  practice,  ensuring
familiarity and compliance with Museum policies, procedures and guidelines and the
health  and  safety  of  visitors,  staff,  volunteers  and  contractors  at  all  times  and  to
promote these to the Front of House teams.

b.  Alongside the Front of House Manager, taking day-to-day responsibility for ensuring
the actions of the Front of House teams are safe, secure and compliant with all relevant
legislation  and  Museum  policies  to  minimise  risk  to  the  public,  staff,  volunteers  and
contractors.

c.  Keeping under review risk assessments and method statements for all team activities.

d.  Alongside the Front of House Manager, ensuring there is a sufficient number of first

aid trained staff on duty when the Museum is open to the public.

10. In addition, the post-holder is required to:

a.  Act  in  every  way  so  as  to  preserve  the  Museum’s  reputation  and  good  name  in  all
areas  of  its  work  and  be  fully  committed  to  openness  and  transparency  in  all  its
dealings.

b.  Ensure that the Museum’s accounting and financial procedures are strictly adhered to

and embed a culture of control and financial discipline.

c.  Play  a  full  part  in  the  generation  of  income  as  required  and  to  avoid  breaches  of
financial  regularity  and  propriety,  the  misapplication  of  funds  or  waste  of  resources.
Effectively manage delegated budgets and projects and be responsible for the proper
exercise, as instructed, of any delegated financial powers, having express regard to
the Director’s appointment as the Museum’s Accounting Officer; especially to promote
efficient and cost-effective methods of working to keep strictly within planned budget
allocations, as set by the Senior Leadership Team.

d.  Take due care to assess and manage risk, having regard to the NAM’s Matrix of Risks.

e.  Carry out his/her duties in accordance with the NAM’s Equal Opportunities Policy.

f.  Travel to and operate from the National Army Museum’s outstations or locations where
the Collection, or parts of the Collection, or other NAM property or services are held,
or carried on, as and when necessary. The post-holder will be required to work off-site
including at the Museum’s facilities at Stevenage.

g.  The post-holder will be based at the Museum in Chelsea.

h.  The post-holder must co-operate fully with the Management of the NAM in pursuance
of the Museum’s aims, as set out in its Royal Charter, and to enhance the Museum’s
standing  and reputation through its contacts with the public and the media. This will
include membership of various development and other teams set up from time-to-time
and reporting to the Director and Senior Leadership Team.

i.  Attend Museum committees, teams and working parties, as required.

j.  Support  presentations  to  the  NAM  Council  (Trustees),  the  Senior  Leadership Team

and members of staff as requested.

11. The appointment is permanent and full time (subject to a six-month probation period),
working  37.5  hours  per  week  (net)  5/7  days  with  a  requirement  to  work  alternate
weekends.    Additional  evening  and  weekend  working  may  be  required.  Flexible
working arrangements will be considered. The salary is £34,040pa (pay band D). The
post-holder is required to give a minimum of three months’ written notice in resigning.

12. The appointment will be subject to a security clearance.

13. This job description sets out the key responsibilities and tasks of the post and is not
exhaustive.  It may alter with the changing needs of the Museum.  This job description
may be reviewed and updated annually.

14. The National Army Museum is an equal opportunities employer.

Justin Maciejewski
Director, National Army Museum

March 2026

Signature:  ………………………………………

Date: …………………………