Front of House Supervisor

7 months ago

London, United Kingdom Frameless London Ltd Full time

**FRAMELESS LONDON LTD**

**JOB DESCRIPTION - Visitor Attraction Supervisor**

**Introduction to Frameless**

Frameless is London’s first permanent immersive art experience. Breaking the boundaries of digital projection technology, Frameless elevates art to a level never experienced before. Here you are not simply looking at paintings, you are surrounded by them, feeling every brush stroke and splash of colour.

Housed in a 30,000 ft2 venue located in the tourism heart of the capital, just opposite Marble Arch and Hyde Park, Frameless showcases unique digital interpretations of 42 of the world’s most iconic masterpieces, by artists including Cezanne, Dali, Van Gogh, Monet and Rembrandt. Presented across four different galleries within the venue, content is multi
- sensory and highly Instagram-able, showcased using different forms of technology and projection to excite and inspire visitors.

In addition to the main galleries’ experience, Frameless offers a dedicated events room for private hire as well as the opportunity to exclusively hire the whole venue for a range of events such as receptions, dinners, awards, meetings, product launches and filming.

To complement the visitor experience there is a Gift Shop which presents a wide range of gifts, designed to inspire and excite. The Frameless Café Bar offers a delicious menu including breakfast bites and coffee; a wide selection of hot items and sandwiches at lunchtime and a range of drinks and cocktails. The afternoon tea is an art-inspired highlight.

**THE ROLE**

**Title**:Visitor Attractions Supervisor - Operations
**Reports to**:Visitor Attraction Supervisor
**Direct Reports**:Front of house staff at the venue (approx. 14 personnel at any one time)

**Nature of role**:40h p/w
**Location**:Based in the Frameless office, Marble Arch
**Start Date**:ASAP
**Salary**: Competitive

**Position Summary**

Our front of house team will be delivering exceptional customer service, enhancing the best in class experience our guests will receive throughout the attraction.

The vacancy is for a number of Visitor Attractions Supervisors - Operations, to support the operations management team on a shift basis over a 7-day week. The Visitor Attractions Supervisor will oversee daily operations, welcoming guests into our amazing immersive galleries, ensuring each visitor has a high-end experience. On the floor problem solving will be required, dealing with the different scenarios a new operation may bring, which will require them to be ready to act.

There will be times when the Visitor Attractions Manager will be required to liaise with various stake holders, such as our events and catering partners, sometimes working together on projects. You will work closely with the A/V & Technology Manager and duty A/V Technician to ensure 100% experience delivery to all guests, reporting any technical issues within required SLA agreement times.

You will support the duty manager when they are dealing with first aid incidents and health & safety emergencies and ensure that the front of house team is fully trained in this area. With support and coaching from the Visitor Attraction Managers, the supervisors will identify any training needs of the team, and where possible provide the training needed with the support and guidance of the Visitor Attraction Managers.

**Responsible for**:
**Daily Pre-Opening & Closing checks**
- Ensure the building is fully fit too open operationally.
- Complete the daily pre-opening and pre-closing venue checklist, reporting any issues or areas of concern to the duty manager
- Report any defects or maintenance issues to ensure the attractions building & technical equipment has mínimal down time.

**Day-to-Day Venue Operations**
- Support the team to produce a best-in-class experience, seeking guidance and clarity from the Visitor Attraction Managers
- Crowd management ensuring that the guests are smoothly transitioning from gallery to gallery and into our retail and catering spaces.
- Supporting colleagues in the galleries during periods of high footfall, ensuring even distribution of visitors across the gallery spaces, re-directing visitors when a gallery reaches capacity
- Support the duty manager when the building needs to be evacuated, ensuring the safe egress of both visitors and colleagues
- Follow the attractions safeguarding policy, ensuring all vulnerable guests and children are in a safe and friendly environment.
- Identify colleagues who may need further training on the ticketing system, ensuring a smooth process for our visitors when arriving at the venue
- Ensure that the cloakroom is always run in an efficient, organised way in line with the cloakroom SOP

**Reporting**
- Assist with the daily close down and reconciliation of the PCI ticketing consoles and the PDQ’s on the ground floor.
- As a key member of the operations team, provide constructive feedback on the day-to-day operations and how it can be improved.
- Identify trends

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