Admissions & Welcome Manager
Purpose:To manage the Museum’s Visitor Reception and Admissions teams and activities. To provide a strong and visible management presence to visitors upon entry and to develop visitor focused teams and procedures to ensure the Visitor Welcome is always exceptional.
Key Responsibilities and Accountabilities
Responsibilities
- Maintaining excellent standards of presentation, customer service and administrative operation of the Museum’s Visitor Reception & Admissions Centre (Rolfe Street)
- To continuously flex the physical queueing process in line with the Visitor numbers and mix for each day to minimise queue times and improve the Visitor’s Welcome experience.
- Providing strong and visible front line management, coaching, support, motivation and development to the Admissions and Visitor Reception Teams.
- To work closely with the Retail Manager to effectively rota staff in line with staffing budgets and to appropriate levels throughout the year.
- To support the Head of Retail & Admissions in setting the annual staffing and operating budgets and to manage this throughout the year.
- Maintain appropriate and sufficient stock levels of all admissions consumables, ensuring the team always have everything required to correctly and efficiently welcome and admit visitors.
- To work with the ICT Manager to improve the Reception telephone and email systems, ensuring all messages and communications are always correct and appropriate
- Communicate Museum performance against KPIs to the teams and inspire them to continuously improve the Visitor’s Welcome experience.
- Contribute to the on-going review and improvement of the Museum’s Service standards (people and process) and, through system development, training and coaching, develop a service, standards and sales driven team.
- Work with the Sales & Ticketing Manager to continuously review and improve the Museum’s ticketing and admissions policies, systems and procedures.
- To contribute to Tessitura Network User Groups, Forums and conferences and to use the Tessitura Learning Resources to seek out new and innovative uses of the system.
- Support the Head of Retail & Admissions in actively monitoring the performance of the Admissions team against their KPIs and the correct use of the system and reacting appropriately to any significant variances.
- Develop, implement and embed consistent cash handling procedures which are compliant with the Museum’s financial controls and consistent across all retail units.
- To ensure all administrative tasks are completed accurately and within financial periods.
- Provide front line support to the Admissions and Reception teams during busy periods and act as the first point of escalation for any Visitor feedback or complaints (verbal and written).
- To train and coach the Area Lead (Retail & Admissions) in all aspects of the role to ensure standards are maintained in the absence of the post-holder.
- Occasional Duty Management responsibilitiesand float preparation
- To carry out any other such duties, commensurate with the scale and nature of the post, as may be required.
- Day to day Admissions and Reception performance and operation (people and systems).
- Rostering of staff and their day-to-day management
- Exceptional Visitor Welcome
- Approximately 16 direct reports (including casuals and an Area Lead)
- Manages a team of staff and is a visible and visitor focused manager
- Works closely with the Head of Retail & Admissions to ensure the smooth and efficient running of the admissions and reception teams and processes.
- Works closely with the Retail, Sales & Ticketing, ICT, Finance and Marketing Teams.
(competencies, qualifications & experience)
Essential
- Extensive front-of-house experience, preferably in a similar, visitor / customer-focussed environment of comparable scale.
- Experience of working in a fast paced, commercial environment, with a focus on sales and service.
- Strong commercial acumen
- Excellent communication skills, both verbal and written
- Significant experience of managing teams, including coaching and development.
- Experience of managing operating and staffing budgets of a comparable scale.
- Experience of developing sales, service and standards within teams.
- Commitment to delivering an optimum level of customer service, including an ability to deal confidently and positively with a wide range of people.
- Experience of electronic admissions, ticketing and sales systems.
- Proven ability to use initiative and judgement.
- Accredited Customer Service training
- Previous experience of the Museum’s ticketing system
- Current first-aid certificate or accredited emergency aid training.
- Second language (conversational level).
- Empathy with the aims and objectives of the Museum.
- Previous experience of managing telephone systems
Reports to: Head of Retail & Admissions
Hours: Full time covering 7-days opening and including weekends and Bank Holidays
Grade Administrative, Technical and Supervisory / Black Country Living Museum Trust
Tipton Road, Dudley, DY1 4SQ, United Kingdom
Charity No. 504481 Co. No. 1226321