Visitor Services Supervisor

**Supervisor (Retail) Job description**

**About Discover**

Discover Children’s Story Centre is a venue which incorporates literature, immersive play, and storytelling through hands-on and exploratory means for children ages 0-11 years, their families, carers and teachers. Discover is a registered charity; all proceeds go directly into delivering high quality innovative work. On a standard week we expect over 1800 visitors to the centre.

**Overview**:
Each Supervisor at Discover has a primary focus, and this role would focus on the smooth running of the Retail operation. The supervisor with the Head of Operations will develop the retail strategy and take responsibility for ordering, displays and sales to ensure we provide a high standard in the shop for our customers.

**Reports to**:
The Head of Operations.The role reports to the Duty Manager on a day-to-day basis.

Operational responsibility for: Visitor Services Assistants & Story Builders.

**Main Purpose of Position**:

- To develop a retail strategy that maximises revenue generation and is in line with Discover’s business strategy and values.
- To create and distribute regular sales reports.
- Develop the offer to ensure it appeals to our customers, whilst ensuring the profitability of the shop.
- Ensure the food and beverage products are served to a consistent standard of excellence.
- Promote excellent and consistent customer service is delivered by the team.
- Supervise stock controls in the shop.
- Work closely with other departments to ensure customers’ experiences throughout the building are at a high standard.

**Specific Responsibilities**:
Service & Product Range
- Continuously develop the product range and special offers to suit different seasonal trends, programmes, and our customer’s needs.
- Ensure all products are cost effective and of a high quality.
- Ensure the product range, display areas, and counters are presented to a high visual standard, and meet high cleaning standards.
- Supervise food preparation to ensure it is ready for service.

Administration & Finance
- Coordinate the ordering, deliveries and merchandise of the shop.
- Ensure regular stock takes are completed.
- Be responsible for training staff in cashing up procedures, resolving and reporting any anomalies.
- Complete daily cashing up
- As part of the Supervisor Team, maintain the Visitor Services team rota, including co-ordination of staff availability.

Personnel
- Assist the Head of Operations with the management, recruitment, training and motivating of visitor services staff.
- Induct new staff, to deliver at consistent performance levels.
- Monitor all aspects of operational staff performance and identify & deliver training needs as necessary.

Health & Safety
- Ensure staff are trained accordingly in cleaning and hygiene policies.
- Work within safe and hygienic parameters at all times, carrying out all relevant routine duties consistently (e.g., temperature checks, prevention of cross-contamination, appropriate work wear).
- Contribute to the Health and Safety standards across the organisation, minimising any risk to the public and staff.
- Assist the evacuation of the building in the event of an emergency.

General
- Undertake any other duties which may be reasonably requested by the Head of Operations.
- Maintaining standards of front-of-house presentation by monitoring presentation of staff and public areas, taking appropriate action and reporting faults to the Operations team.
- Comply with Discover’s policies including Health & Safety, Equality & Diversity, Safeguarding, Environmental, & Customer Care.
- Attend and feedback to team and company meetings when appropriate.
- Manage the daily operation of The Discover Shop, including external events or contractors working on site to ensure a high level of customer service and experience is always delivered.

**Person Specification**

Essential Requirements
- Previous experience in the retail trading environment in a similar role.
- Experience of supervising staff.
- Experience in a front-line customer service environment.
- Excellent knowledge and understanding of Food Hygiene and Health & Safety Issues.
- Experience in financial transactions, reconciliations, and cash handling.
- Demonstrated experience in managing budgets.
- Flexible and adaptable, with an ability to be proactive and demonstrate initiative.
- Excellent IT skills.
- Proven organisational ability.
- An effective communicator, both written and verbal.
- Availability to work two weekends in four.

Desirable Requirement
- Catering training
- Proven experience in a museum/gallery, arts venue or visitor attraction.
- Experience working with children or in a family focussed environment.
- Personal License, Food Hygiene, First Aid qualifications.

**Type of contract**

Full time contract, Five days a week on a rota with a three-month probationary period

Working Hours

40hrs per week on a rota basis

Including 1-hour unpaid lunch break

To