Visitor Experience Supervisor

Job Description

Job Title

Visitor Experience Supervisor

Department

Visitor Experience

Reporting to

Head of Marketing (Interim Manager)

Hours

2 x 15 hour contracts:
1: 9.00am - 5.30pm ; Sunday  and  Monday
2: 9.00am - 5.30pm;  Tuesday and Wednesday

Contract

Temporary 6 - month fixed term

Summary

The Visitor  Experience Supervisor
Museum have a welcoming, educational, and enjoyable experience.

plays a key role in ensuring that all visitors to the

The Visitor Experience Supervisor
staff and volunteers, to ensure consistently high standards of customer service
standards are provided, across all public
they deliver excellent customer service by providing a friendly, efficient, and informative
welcome.

 oversees the  daily operations,

- facing areas of the Museum . It is imperative

supporting the t eam ,

The postholder assists with
Café to maintain high standards of services, safety, and engagement.

the  coordinating of staff across our retail, admissions and

The Visitor Experience Supervisor has the responsibility for
the  Museum,  secur ely  alarming the building at the e

nd of the day.

the opening  and closing  of

Job role :

Key responsibilities:

•

•

•

•

oversees  the day - to- day  operation of the

The Visitor Experience Supervisor
Museum.
They are the key point of contact for all staff and volunteers on operational matters,
problem solving to ensure any issues are resolved quickly and efficiently.
Act as a primary point of contact for escalated visitor issues and resolve them
promptly.
They are responsible for
alarming the building

opening and closing the Museum,

at the end of the day.

securely locking  and

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Visitor Experience :

•

Ensure high standards of visitor experience are maintained throughout the day
addressing visitor concerns and implementing feedback

.

,

visitor flow at Front of House

.

•  During busy periods, manage the
•
•

 well

, aiming at a

knowledgeable  of  our  retail

, aiming for a 5% sales conversion rate, as

Process and sell admission tickets for visitors in an efficient and prompt manner.
Accurately record details supplied by our visitors for Gift Aid purposes
65% sales conversion rate.
Actively sell the Museum guidebook
as encouraging sales of other Museum products and services.
Process retail sales efficiently and accurately, being
merchandise .
Assist with pricing of retail stock and the replenishing of merchandise
Support  and assist
well - stocked  at all times.
Provide information and assistance to visitors, identifying individual needs and
assisting where possible.
Support the Café team by assisting with table
when required.
Respond promptly to any visit
the Assistant Visitor Experience Manager
Keep up to date with exhibition content, scheduled events, and activities to provide
visitors with this information

the Retail Manager by helping to keep the shop clean, tidy, and

 clearing, dishwasher duties

.

.

.

or, volunteer, or staff enquiry, reporting any issues to

, as and

•

•

•
•

•

•

•

•

Operations:

•  Undertake the daily procedures for opening at the start of the day preparing the

Museum for our visitors by 10.00am each day

.

•  Highlight any issues with the

morning cleaning team ’s performance of their tasks,

•

reporting these to the  Assistant  Visitor Experience  Manager.
Report any issues with the working condition of our exhibitions to the Assistant
Visitor Experience Manager

.

•  Once the Museum is closed carry out the locking up procedures, ensuring the

Museum is left locked and secure at the end of the day
Assist colleagues to deliver cross arts programming (productions and performances),
informal  learning activities (family make & take and storytelling), museum lates,
lunchtime recitals, and a variety of community engagement initiatives.
S upport with the setting
Ensure compliance with health and safety procedures across the Museum.

- up of  corporate  events , as and when required.

.

•

•
•

Volunteers :

•  Daily management of the Visitor Experience volunteers, including organising

volunteer rotas, radio checks and breaks; raise any issues with the H
Resources  and/or Volunteer Coordinator

.

ead of Human

•  Organise the volunteer rota for the next day by checking the ‘Three Rings’ system
•
•

Ensure the volunteer rota is
Be proactive in ensuring that the Visitor Experience volunteer rota is maintained for
each  month; contacting volunteers to cover

sufficient  for a rolling seven - day period .

shift shortages

 as and when they occur

.

.

•  Maintain effective communication with the volunteer team.

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General duties:

•

•

•
•

•

, Fire Marshal,

 visitors,  staff,  or volunteers ; or provide support in first aid

 during evacuation procedures,

To be the responsible person
consulting  with the emergency services and senior members of staff
Administer first aid to
incidents if required.
Assist with the invigilation of the Gallery/exhibition areas, as and when required
Assist the  Assistant  Visitor Experience Manager with administrative and general
operations, as and when requested.
Carry out any other tasks that may be assigned to you in line with this role.

.

.

The above list is not exclusive or exhaustive and the job holder may be required to
undertake other duties as may reasonably be required.

Competencies

Essential

-facing role in a similar/comparable environment

•
Previous experience in a visitor
•  Must have a ‘can - do’ attitude .
•
•

An excellent team player who can face the daily challenges competently and calmly
Excellent communication skills to interact confidently with visitors
volunteers
A passion for exceeding visitor expectations and a willingness to go the extra mile
Ability to use your own initiative, practical approach to problem solving
Familiarity with ticketing systems, and scheduling tools
Conscientious, enthusiastic, and motivated
Excellent organisational skills, with thoroughness and attention to detail

•
•
•
•
•
•  Working knowledge of Microsoft packages
•  Willing to undertake any training as requ

ired

, staff and

Desirable

•
•
•

Previous experience of coordinating a volunteer team/rota
First Aid  training or q ualification (training can be provided)
Previous experience in a museum/heritage/tourist attraction

Hours:

•  Contract 1: 9.00am - 5.30pm:  Sunday  and  Monday
•  Contract 2: 9.00am - 5.30pm;  Tuesday and Wednesday

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