Duty Manager

Organisation: V&A Dundee

Salary: £23,575 - £27,220

Location: Dundee

Reporting to the General Manager – Visitor Experience, and working closely with the General Manager – Health and Safety and Facility Maintenance, the position sits as part of V&A Dundee’s duty management team, facilitating the effective day to day running of the museum.

Whilst assuming full duty management responsibility of the building, the Duty Managers put the visitor journey at the heart of everything they do, ensuring the delivery of a consistently world-class, 5* experience, for everyone who comes to see us. They supervise the smooth running and support the General Manager – Visitor Experience with the continued development and improvement of all functions that sit within the visitor operations remit. These functions include, but are not limited to, retail, ticketing and box office, gallery staffing and object invigilation, and events delivery. Our Duty Managers are also a key point of liaison for our contracted staff across cleaning, security and catering services, ensuring excellent rapport and sustained relationships that are conducive to a cohesive and integrated visitor journey of the highest standard.

Role Profile
A high degree of flexibility and the ability to manage effectively, both directly and by influence, is key to this role, assuming line management responsibility for a team of Visitor Assistants. Our Duty Managers foster an environment that inspires the best in their team, working collaboratively to ensure everyone is heard and ideas are nurtured. Management experience in a busy, customer service environment is essential, along with the ability to prioritise and delegate as required. Excellent working knowledge and promotion of Health and Safety, as well the ability to coordinate response to emergency situations, is an important part of their working day.

Duties and Responsibilities
-Oversee and manage the daily operation of the public facing areas of the museum, striving to achieve the highest standards of customer service and ensuring the delivery of a consistently world-class, 5* visitor experience, in line with Visit Scotland’s quality assurance grading, for everyone who comes to see us.

-Act as a key holder, performing opening and closing procedures. This will include occasional out of hours emergency response, as agreed with the General Manager – Visitor Experience.

-Ensure the highest standards of cleanliness and facility conditions, performing regular audits and escalating problems that deviate.

-Oversee the daily management and security of the Gallery spaces, reporting any maintenance issues and object damage.

-Conduct pre and post-shift briefings for the Front of House staff, ensuring that they have the necessary information to support our visitors, and gathering feedback and ideas to help improve the visitor and staff experience.

-Coach and mentor our team of Visitor Assistants, ensuring that they have adequate training and development opportunities so that they can confidently upsell tickets, memberships, and retail product, and consistently deliver the best possible experience for all of our visitors.

-Lead on and coordinate the response to emergency situations, including but not limited to, first aid incidents, building evacuation, adverse weather and problem visitor scenarios.

-Work closely with the General Manager – Visitor Experience and the Events Manager, to support the delivery of all events, assuming Duty Management responsibility and ensuring that all events are delivered safely.

-Oversee all cash handling processes, along with the management of the banking procedures and the security of the cash room and safes, in line with insurance regulations.

-Ensure all elements of the Front of House and visitor-facing functions are appropriately resourced, including but not limited to, welcome and admissions, ticketing and box office, retail, gallery staffing and invigilation, visitor tours and gallery talks.

-Working closely with the General Manager – Visitor Experience, in-house Tour Guides, and Bookings Officer, support with the ongoing development and delivery of tours and gallery talks, ensuring the commercial tour bookings are resourced and generating ideas to further enhance this offer.

-Line management of a team of circa 10-12 Visitor Assistants, conducting annual appraisals, and behaviour and performance management.

-Be fluent in and engaged with V&A Dundee’s Vision and Mission, ensuring that everything done is underpinned by this, and that the Front of House team understand the part they play in the collective effort to achieve this.

-Manage HR requirements of direct reports, including tracking of holiday, sickness and payroll.

-Organise and distribute work tasks and schedules on shift, building rotas to ensure all areas are appropriately resourced.

-Lead by example at all times, ensuring that staff are well-presented, welcoming and pro-active in their approach to their work.

-Encouraging the maximisation of sales across all commercial platforms, and the retrieval of donations and relevant gift aid information.

-Be aware of Operational KPIs across on-site ticket sales and conversion, on-site membership purchase, donations and gift aid information retrieval, retail conversion, and cascading this information to the Front of House team.

-Make it a priority to have a good knowledge of our programme, and ensure that this is shared with the Front of House team, so that this can be confidently spoken about with visitors and upsold.

Deadline for applications: no later than 11:59, 08 November 2022. Interviews will take place w/c 21st November 2022.

Application Deadline: Tuesday 08/11/2022