Visitor Experience Supervisor

4 days ago

London, United Kingdom Somerset House Trust Full time

**Description**:
The Visitor Experience team works across the cultural programme at Somerset House including commercial and live events, exhibitions, performance, talks and installations. We strive to provide a warm and friendly welcome for our visitors in a safe and secure environment.

We are seeking a Visitor Experience Supervisor to join our Visitor Experience team. You will help train and supervise our team of Visitor Experience Assistants, ensuring an excellent visitor experience is delivered in a safe and welcoming environment.

This role requires experience of managing a team in a cultural or gallery-based environment. Experience of ticketing systems, preferably Tessitura, is also required.

Applicants should be available to work 20-30 hours per week, including weekends, however shifts will be offered in line with the operational requirements of our public programme.

Applicants must be available on the following date:
- 14th September - Interviews (held onsite)

**Key Responsibilities**:
Welcome and Knowledge
- Manage the day-to-day visitor experience and operation of exhibitions or small-scale events.
- Lead by example; be welcoming and attentive to the needs of our visitors, ensuring an exceptional and consistent level of service from the Visitor Experience team.
- Manage customer feedback, resolving situations or escalating where appropriate.
- Lead small-scale briefings with the team daily, delivering important operational information related to the exhibition, event or other activities across the site.
- Work closely with internal stakeholders to help deliver our exhibition programme.
- Provide daily reports which highlight customer feedback, operational issues and sales.

Operations
- Manage the Visitor Experience team on shift, ensuring rotations run smoothly and, if required, coordinate staff breaks.
- Work with our CRM and Ticketing System, Tessitura, to manage the day-to-day Box Office operations including selling tickets, authorising refunds where appropriate, completing end of day reports and any other additional ticketing information as required.
- Ensure the team maintain attention to detail and work accurately within Tessitura.
- Support the Visitor Experience Managers and Assistant Visitor Experience Managers to train the Visitor Experience Team, assisting with the creation and delivery of training documentation.
- Assist with operational planning for the Visitor Experience Team across exhibitions or events.
- Troubleshoot technical or IT issues as required, escalating where necessary.
- Carry out additional duties as required, in line with the role.

Safety and Security
- Guarantee staff are fully briefed to ensure the safety and security of our visitors.
- Maintain an up to date and good knowledge of Somerset House’s fire, safety and evacuation procedures, leading on, or supporting, the evacuation of the exhibition or event as required.
- Report all incidents and accidents on site to the Visitor Experience Managers and Security.
- Oversee visitor flow and queue management to ensure an enjoyable experience for our visitors in a safe environment.
- Work closely with the Exhibitions department to supervise and monitor the care of the objects on display.

Presentation
- Ensure all staff are wearing the appropriate uniform and are well presented at all times, while leading by example.
- Monitor the appearance of the exhibition or event and ensure required standards are upheld.
- Create temporary signage as and when required.

**Skills, Knowledge and Expertise**:
We are looking for someone who has:

- Experience leading a team to deliver excellent visitor experience, ideally in a cultural or gallery-based context.
- Knowledge of Health and Safety regulations for both public and staff, with experience of monitoring practices and leading on evacuation training.
- Knowledge of ticketing systems, preferably Tessitura.
- A commitment and passion for ensuring outstanding visitor experience to a diverse audience.
- Excellent communication and customer service skills.
- An innovative and hands-on approach to problem solving.
- The ability to stay calm under pressure and diffuse difficult situations with a diplomatic approach.
- IT literacy and is confident with basic AV equipment.
- A flexible approach to work and hours, including evenings, weekends and bank holidays.

**About Somerset House**:
Somerset House is the home of cultural innovators, sitting at the meeting point of artistic and social practice. We host the UK’s largest and most exciting creative community right in the heart of London, and are always looking for new talent to join our team. We welcome 3 million annual visitors to share our unique combination of cultural events, the creative industries and history. It is this mix that informs and powers our programme and our organisational culture, making us a singular, compelling and inclusive place to visit and work.

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