Visitors Experience Lead

Visitor Experience Lead

Job purpose:

Manage the Visitor experience team members on a day-to-day basis; liaise with colleagues in the marketing, education, curatorial, exhibitions and displays functions to ensure Visitor Services team are provided with knowledge to deliver required content to visitors; and work with other teams to develop and improve the content of facilitated visitor interaction.

Key accountabilities:

• Provide overall management of the operational aspects to the on-site visitor experience, including oversight of ticket sales and information provision, to ensure quick and efficient entry into the museum and the highest standards of welcome for visitors.
• Work closely with the Visitor Services Unit Head and Supervisors to continually monitor and improve the effectiveness of the operation and performance of the third-party outsourced provider.
• Work closely with colleagues in the education and curatorial functions to ensure the Visitor Services team are provided with knowledge and training to deliver the required content to visitors
• Manage the response to complaints and queries that have been escalated to management level. · Review ticketing and the visitor-counting system reports to monitor periods of high/low visitor footfall.
• Ensure the Visitor Services team meet agreed standards of presentation, service, safety and security.
• Oversee the on-site and telephone ticket sales and information provision.
• Support the development and oversee the implementation of visitor experience standard operating procedures to ensure these are managed and developed effectively.

Required Experience :

• Minimum of 5 to 10 years of experience
• At least 3 years of experience leading a visitor services or tourist attraction.
• Experience of managing out-sourced service providers.
• Ability to lead and motivate a team.
• Strong organization skills.
• VIP protocol experience.