- Salary Up to £30,450
- Organisation Visitor Attraction
- Job Type Full Time, Permanent
Visitor and Friends Experience at the Royal Academy of Arts
As an independent institution, our success relies heavily upon attracting and welcoming large numbers of visitors, in particular the 95,000 Friends of the Royal Academy, and ensuring that they experience the highest standards of customer service.
About this role
The post of Duty Manager, Visitor and Friends Experience plays a pivotal role in the practical implementation of the Visitor and Friends Experience strategy, leading the transformation of our visitor experience and the evolution of our key customer-facing teams on the ground. We have ambitions to be an award-winning venue for customer service and exceptional visitor experience.
You will work alongside all the front of house teams, ensuring optimum communication and that operational standards are high. Proactive and outgoing, your time will be spent out on the floor, front-of-house, coaching several visitor-facing teams. Warmth, diplomacy, enthusiasm and clear communication are vital. You will work alongside the Membership Assistant Manager to ensure both Friends and Visitors have an excellent experience whether in person or over the phone. You will work collegiately with our Red Collar security team.
You will find the work and interaction rewarding, whilst being part of a friendly and inspiring team responsible for one of the most popular and revered visitor attractions in London.
You must have at least two years’ experience of achieving and maintaining excellence in a visitor experience environment, whether in the arts, retail, sport or hospitality and at least 6 months’ experience of supervisory responsibility in managing a team; ideally as a Duty Manager or Supervisor.
You will be adept at delivering appropriate training and feedback to front-of-house teams, modelling standards of behaviour, ensuring a customer-oriented ethos at all times, and maximising opportunities to convert visitors to members and to cross and up-sell retail and catering offers.
An excellent communicator, mentor, team player, salesperson and leader, you will be articulate and friendly; a quick thinker; pragmatic; able to inspire, influence and build a rapport with a diverse range of people. You will be computer literate with an ‘eye for detail’ and an excellent knowledge of Microsoft Office.
Well-presented and polished, you will set the tone in appearance at all times. An interest in the visual arts is preferred.
The benefits we offer
- A very generous pension, contributing up to 10% of your salary into a defined contribution scheme
- In addition to 25 days’ holiday and 8 days’ bank holiday each year, we close between Christmas Eve and New Year, allowing staff additional paid leave
- Staff are encouraged to attend free History of Art and life drawing classes on site
- We also have a staff choir, running club and craft club
- Best of all, we have reciprocal agreements with many leading museums and art galleries in London and New York that enable you to enter for free with your staff pass.
Closing date for applications: 24 Sept 2017
Interviews to be held: 2 & 3 Oct 2017
The Royal Academy of Arts (RA) has brought together several of its core front of house teams within the new Visitor and Friends Experience department. Our ambition is to deliver a world-class experience for our 1m+ visitors and Friends of the RA to match the world-class facilities provided by the site redevelopment we will be completing in 2018.
Complementing the work of the wider Public Engagement department, the Visitor and Friends Experience team will ensure that as well as ‘getting the basics right’, we delight our visitors in all key customer touchpoints, maximising every opportunity to enhance visitor engagement, loyalty and sales.
The Visitor & Friends Experience Duty Manager (working as a team of two to provide seven-day cover) is key to the successful implementation of the Visitor & Friends Experience strategy. The role requires a hands-on approach and an aptitude for practical problem solving.
- Proactive implementation of the Visitor Experience strategy on the ground, seeking opportunities to improve operations and service – this is not a desk job.
- Act as a supportive mentor to front of house colleagues, encouraging excellent service, but acting firmly when standards are not met; provide daily coaching and mentoring to reinforce the behaviours and values of the RA, and ongoing constructive feedback
- To create ‘Standard Operating Procedures’ for the team; providing a foundation for daily duties and tasks
- Work alongside each of the front of house teams conducting daily walk-rounds, ensuring communication is effective and that operational standards are high. This will involve liaising with your own team and with teams for whom you have no direct line management responsibility – diplomacy, enthusiasm and clear communication are vital.
- Conduct daily briefings and to collate and forward operational and maintenance issues from colleagues on duty
- Champion enthusiastic engagement with visitors both to aid people’s knowledge of the Royal Academy, and to facilitate effective upselling of visitors into Friends and cross-selling into retail and catering
- Act as the departmental lead – where appropriate and within agreed parameters of responsibility
- Provide support to the Head of Visitor & Friends Experience and the Ticket Office Manager
- Act as an ambassador for Friends and Visitors ensuring their needs are considered in the delivery of daily operations, and that the front of house team has the ability and confidence to deliver what is required of them.
- Collaborate with the Events and Learning departments to support non-exhibition activity including the ‘Lates’ programme, cinema screenings, Courses & Classes and Events & Lectures programmes
- Support the Health & Safety Manager in ensuring that Health and Safety policies, procedures and regulations are known, understood and complied with by you, the team and all others who work with the team.
- Able to demonstrate a passion for Visitor Experience innovation with the practical skills and experience to lead a team on the ground.
- At least 2 years’ experience working in a customer service environment, ideally in a busy visitor attraction venue or hotel or similar, delivering a consistently exceptional visitor experience.
- At least 6 months’ experience of supervising a customer service team. Must have existing people management experience and sound practical experience of delivering training and coaching others.
- Previous exposure to managing group recruitment is ideal.
- Genuine enthusiasm for and experience of working with the public and motivating and inspiring front of house teams to provide an excellent visitor experience in a busy, demanding, customer-focused environment.
- Ability to relate to many different/diverse people.
- Friendly, warm and welcoming; patient; tactful; a good listener and quick thinker.
- Excellent communication skills and command of English (both written and oral).
- Computer literate with an ‘eye for detail’ and an excellent knowledge of Microsoft Office.
- A problem-solver and solution-orientated with lots of initiative
- Polished and well presented
- Commercial awareness, with experience of effective cross-selling and upselling to visitors.
A demonstrable interest in the visual arts is desirable, along with an enthusiasm for the vision and values of the Royal Academy, although no art history knowledge or visual arts background is required.
Please mention tourism-jobs.co.uk when applying for this job.