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Visitor Experience Team Leader

2 months ago

Fort Worth, Texas, United States Horniman Full time

Job Title: Visitor Experience Team Leader

Job Summary:

The Visitor Experience Team Leader will play a vital role in ensuring that visitors to the Horniman Museum and Gardens have a safe and pleasant experience. This will involve supervising a team of Visitor Hosts, quality assuring their outputs, and managing their performance. The successful candidate will also be responsible for managing the roster, allocating tasks, and approving requests for annual leave.

Key Responsibilities:

  • Supervise the Visitor Hosts and inspire them to give of their best
  • Quality assure the outputs from the Visitor Hosts to ensure accuracy, consistency, and entertainment
  • Manage the performance of the Visitor Hosts via regular meetings and the performance management system
  • Manage the roster and allocate tasks to the team
  • Approve requests for annual leave and perform other daily administrative tasks
  • Make short and medium-term plans with other Team Leaders to cover staff absences, staff development, and contingencies
  • Act as a Visitor Host as necessary to provide cover
  • Provide operational support and supervision to the Retail and Admissions Team in the absence of the Retail and Admissions Team Leader
  • Provide operational and customer support for events, projects, and programmes managed by other colleagues
  • Encourage innovation and creativity in the Visitor Host team
  • Manage the induction process for new Hosts and contribute to ongoing training
  • Operational supervision of volunteers and other staff in the galleries as appropriate
  • Promote the customer service standards for the front-of-house at the Horniman
  • Ensure effective systems are in place for handling customer enquiries and complaints
  • Oversee all customer contact channels and resolve customer enquiries and complaints effectively
  • Ensure Hosts engage with visitors, welcoming them, answering their questions, and enhancing their understanding of the collections
  • Monitor the presentation of the public areas and report any issues to the relevant department
  • Actively deliver the museums commitments on access and diversity through every interaction with customers
  • Be the first point of call for liaising with internal clients on day-to-day issues
  • Ensure effective communications with the team so they are informed of operational issues on a daily basis
  • Lead the team briefing each morning and the debrief each evening
  • Maintain stocks of visitor information sources and ensure all signage is relevant, well-presented, and in keeping with the Horniman's brand guidelines
  • Share expertise on customer activities, observing visitor behavior, requesting feedback, evaluating displays and events, and supporting the marketing team's programme of research
  • Promote actively the charitable status of the Horniman and generate donations from customers
  • Act as an ambassador for the Horniman during all contact with the public on site
  • Demonstrate a duty of care for customers by ensuring that public areas are safe and accessible at all times
  • Monitor, identify, and report promptly any threats to the security of the museum's customers and collections
  • Act in a professional manner and uphold the Horniman's Code of Conduct
  • Follow and promote safe systems of work and observe health and safety regulations

Requirements:

  • Proven track record of supervising and delivering effective customer service in a similar setting
  • Experience of managing and developing staff in a public-facing environment
  • Experience and an understanding of Health & Safety and security standards as they affect a public venue
  • Experience of organising rotas
  • A good communicator, confident and able to communicate with staff and the public in a clear, concise, and measured fashion
  • A good planner and organiser
  • Problem-solving skills and ability to use initiative
  • A constructive and flexible team player, contributing positively in meetings, projects, and training within the department and cross-departmentally
  • A good leader of people who can command respect, and inspire others to give of their best
  • Able to adopt collaborative or directive leadership approaches according to the situation
  • Able to set clear standards for team members and act promptly on any concerns
  • Able to share knowledge about the Horniman and its content in ways that inform and entertain our visitors
  • Able to operate effectively in an environment with constantly changing needs, priorities, and ways of working
  • Flexible and adaptable, willing and able to be deployed to different roles, tasks, locations, and activities according to business need
  • Able to carry out light manual handling duties and moderate physical activity