Senior Front of House Assistant

THE NATIONAL ARMY MUSEUM DEVELOPMENT TRUST

Chelsea

Full-time

Listed today

National Army Museum

Royal Hospital Road, Chelsea, London SW3 4HT

Operations Division

Post: Senior Front of House Assistant Post No: NAM 217

Reports to: Deputy Front of House Manager

Scope

To work with the Front of House Management Team and support in leading the Front
of House Teams (Retail & Admissions and Visitor Experience) to deliver a welcoming,
engaging and memorable visit to our visitors. Your role will be integral to the
achievement of sales, key performance indicators, donations and the delivery and
continued development of our world-class visitor experience.

Job Role

To work under the direction of the Deputy Front of House Manager to assist and
support in effectively managing the day-to-day operations of the Welcome Desk, shop,
Play Base (Children’s soft play), galleries and the Museum’s switchboard. To lead by
example and be customer-focused and pro-active in welcoming and advising our
visitors and ensuring they have an engaging, safe and secure visit. Utilise exceptional
selling skills to promote and maximise sales of merchandise, souvenir books, tickets,
events, donations and membership.

Job Description

The Senior Front of House Assistant is responsible for:

1. Welcome Desk

(a) Being pro-active, leading by example, and working with the team to:

Welcome and engage with all visitors, including groups and special needs,
to provide a welcoming and informed experience on entry into the Museum.

Promote the Museum’s goods, services and facilities including maximising
sales for Play Base, Birthday Parties, Souvenir Books, Public Programme
talks and tours, Learning activities, current and future exhibitions and
associated gift aid donations, Membership and Merchandise.

Engage with visitors upon exit, providing visitor feedback and keep in touch
forms and encouraging visitors to complete.

(b) Ensuring that Welcome Desk operations run smoothly at all times and
effectively deploying team members during peak times. Managing peak
periods and visitor flow to ensure visitor experience is not compromised
and the team are supported.

(d) Actively listening to and responding to all visitor enquiries and feedback in
a professional and courteous manner, resolving to a positive outcome,
feeding back to the Front of House Management Team and escalating,
where necessary.

(e) Monitoring Welcome Desk and entrance foyer standards, ensuring well-
stocked information leaflets and souvenir books and a tidy and clean space,
is maintained.

(f) Assisting

the Front of House Management Team with setting,
foyer

communicating and monitoring clear welcome desk/entrance
direction on standards and expectations, to the team.

(g) Supporting the Deputy Front of House Manager in managing any ticketing
system (Red61) issues and ensuring that all issues are communicated to
the Front of House Management Team.

2. Retail

(a) Working with the Retail sales team and leading by example to pro-actively
engage with our visitors, utilising selling skills to maximise shop and
souvenir book sales and achieve key performance indicators (KPIs).

(b) Monitoring sales performance

the day, communicating
performance updates to the team, and encouraging achievement of the
daily sales targets.

throughout

(c) Assisting the Front of House Management Team in ensuring visual
merchandising standards in the shop and welcome desk are maintained to
an excellent standard, with fully stocked and visually appealing displays.

(d) Acting as a lead in the checking in and processing of shop deliveries.
Ensuring stock is checked in accurately, and stored securely, as per
procedure.

(e) Monitoring of stock to ensure it is correctly priced and barcoded for accurate

scanning at point of sale.

(f) Working with the Retail sales team, ensuring replenishment of shop floor

stock is conducted in an efficient manner, and as per procedure.

(g) Working with the Retail sales team and monitoring shop floor, welcome
desk and stockroom, making sure all areas are kept clean, tidy and
organised and stock control guidelines are adhered to. Supporting the Front
of House Management Team, in the preparation and execution of regular
stocktakes.

(h) Working with the Deputy Front of House Manager to process online shop

orders, as per procedure.

3. Play Base

(a) Working with the team and leading by example, to deliver a welcoming,
engaging and safe experience for all of our Play Base visitors, supporting
in maintaining and growing a positive Play Base reputation.

(b) Re-setting of the Play Base space between sessions, including cleaning of
activity toys and equipment, tidying and organising and ensuring the space
is safe for the next session.

(c) Monitoring daily Play Base sales performance, communicating
performance updates to the team and working with the team to pro-actively
promote and sell, on the day, unsold tickets.

(d) Supporting the team in managing any on the day Play Base issues and
escalating and communicating to the Front of House management team,
as required.

(e) Monitoring the Play Base space, equipment and activity toys, ensuring a
high standard is maintained and communicating any replacements needed
or equipment issues to the Front of House management team.

4. Visitor Experience

(a) Working with the team and leading by example, to deliver a welcoming,

engaging and safe experience for all visitors to the gallery spaces.

(b) Ensuring all galleries are invigilated and checked frequently for any

hazards and supporting the team in rectifying these where possible.

account, ensuring enquiries are dealt with in a professional, helpful and
calm manner.

5. Systems and Finance

(a) Working with the Front of House Management in 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) Processing of Retail and Play Base refunds and exchanges, as per cash

handling procedures.

(c) Opening and closing the shop and welcome desk tills correctly and as per
procedure. Leading the team in accurate counting in of the float and cash
up at the end of the day’s trade. Utilising the EPOS, Ticketing systems and
Retail and Play base Sales trackers to generate basic sales reports,
develop understanding of sales performance and communicate with the
team.

6. Additional Senior Responsibilities

(a) Assisting the Front of House Management Team by overseeing daily Front
of House operations. Ensuring that operations are carried out smoothly and
efficiently and dealing with any unforeseen operational circumstances, to a
positive outcome.

(b) In the absence of a member of the Front of House Management Team,
acting as the team lead and being the point of contact for the Front of House
operations and the team.

(c) Leading by example and encouraging a target-orientated culture and pro-
active engagement with our visitors, to maximise income and delivery of
world class customer service.

(d) Assisting the Front of House Management Team in opening and closing of
all areas of the Front of House operations. Ensuring all opening and closing
procedures and processes are adhered to correctly.

(e) Assisting the Front of House Management Team in delivering daily briefs,
ensuring all team members are confident in their knowledge and aware of
all visitor events and activities, and on Museum and Departmental
information. Co-ordinating and deploying the brief sheets on a weekly
basis.

(f) Assisting the Front of House Management Team in delivering training and
coaching sessions to existing and new team members. Supporting on the
delivery of the core quarterly training plan.

(g) Organisation of daily rotas and effective deployment of team members
across Front of House Operations. In communication with the Front of
House Management Team, ensuring that the necessary cover is provided
at all times, including cover for all events, during normal opening hours, out
of hours and Museum closed periods.

(h) Co-ordinating and overseeing day to day tasks, ensuring any procedures

or processes are followed and tasks are carried out efficiently.

(i) Maintain effective lines of communication with the Front of House
Management Team, promptly escalating any operational and visitor issues
or concerns, which may affect the smooth running of operations and
delivery of excellent customer service.

(j) Monitoring staff performance, absence and time keeping in accordance
with National Army Museum policies and procedures. Regularly feeding
back and escalating to the Front of House Management Team.

(k) Assisting the Front of House Management Team in supporting volunteers

and inducting new team members.

(l) As directed by the Front of House Management Team, responding to any
visitor emails regarding the Front of House operations. Ensuring that all
enquires are followed up promptly, professionally and in accordance with
any processes and procedures.

7. Internal Relationships

(a) Maintaining effective communication and team working to build strong
internal relationships with all Museum Departments, including key contacts:
Visitor Experience, Venue Hire, Public Programme, Learning, Facilities,
Finance and IT.

(b) Working closely with the Front of House Management Team to support the
Birthday Party Co-ordinator in the successful preparation and delivery of
Birthday Parties as and when necessary.

(c) Working closely with all in-house contractors, including security, catering
and cleaning in the provision of a cohesive and excellent customer service
to the public.

(d) Being present throughout events, to ensure our visitors have an engaging,

safe and secure experience.

8. Health & Safety and Security

(a) Be committed to good health and safety and access practice, ensuring
familiarity and compliance with Museum policies, procedures and
guidelines, including the Museum’s Health & Safety and Safeguarding
policies, and ensuring the safety and welfare of visitors, staff, volunteers
and contractors at all times.

(b) Conducting daily health & safety and security checks of the Welcome Desk
and Museum Shop. Promptly communicating any issues or concerns to the
Front of House Management Team.

(c) Ensuring the safe and secure running of the Welcome Desk and Museum
Shop, by effectively communicating with the security team. Promptly
reporting all security issues or concerns to the appropriate person, following
the Museum’s reporting procedure.

(d) Managing and adhering to the Museum’s fire evacuation procedures. Pro-
actively implementing and ensuring all visitors are evacuated safely.

(e) Responding to any first aid incidents, promptly alerting a first-aider and

following the Museum’s accident reporting procedure.

9. 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 their 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 or
NAMTL 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 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 contact 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.

10. The post-holder will wear the NAM official uniform, which will be issued on
commencement. Uniform will be exchanged when required by the authority of
the Front of House Management Team. The Front of House Team are
generally, the first persons that the public see when visiting the Museum,
therefore, dress and personal presentation must always be of the highest
standard.

11. The post-holder will be required to attend and actively participate in regular
training sessions, to ensure up to date knowledge of the job role and its
requirements. This training may involve travelling off-site.

12. The appointment is permanent and full-time (subject to a six-month probation
period), working 37.5 hours per week (net) 5/7 days (including weekends).
Additional evening and weekend working may be required. Flexible working
arrangements will be considered. The salary is £30,950pa (Pay Band E1). The
post-holder is required to give a minimum of two months’ notice upon resigning.

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

14. 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.

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

Justin Maciejewski, Director
National Army Museum

March 2026

Signature:- ……………………………………..

Date:- …………………….

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Senior Front of House Assistant