Ref: RT43663

<Contract> Visitor Experience Manager (Ref: RT43663)

Sector Customer Service/Retail
Type Full-time, Permanent
Location London
Salary (Annual) £36,000 - 38,000 / Year
A highly successful Japanese cultural hub seeks a Visitor Experience Manager.
You will be responsible for delivering their visitor experience and will be accountable for managing their visitor experience team and visitor experience volunteers.
Understanding of Japanese culture and some Japanese skill will be advantageous.
TYPE: Fixed term until March 2024 (with potential for renewal)

WORKING HOURS: 40 hours per week scheduled Sunday – Saturday.

SALARY: £36-38K depending on experience




Visitor Experience Management
Accountable for the development of the Visitor Experience in line with the company’s vision and objectives.
Responsible for the delivery of visitor satisfaction, helpfulness, and customer service in line with the aims, objectives, and values of the business achieved through a strong, visible presence on the public Floors of them.
Deliver the visitor experience strategy and plan that outlines and defines the way they engages its audiences including families, young people, international/multi-lingual groups, and access. Delivering on key KPIs including Visitor Surveys and Visitor Stories.
Manage the visitor experience budget, including setting the budget, providing accurate, timely and up-to date forecasts of spend to Finance and ensuring effective budget management processes are in place in line with financial procedures.
Lead and collaborate in multi-disciplinary and cross functional Project teams to deliver specific projects and programmes of activities, bringing together the skills and experience needed to deliver a wide range of shared initiatives and objectives.
Work with the Duty Managers to organise Volunteer support throughout other departments.
Ensure all staff are fully briefed as to the day’s activities and that staff have access to all current information and leaflets.
Work in line with department- specific KPIs and work with the Duty Managers to maximise Visitor Survey numbers.
To receive oral complaints and special requests from visitors. Demonstrate ability to react positively to visitor feedback and to manage conflict effectively.
Act as a liaison and supervisory presence in the successful delivery of operational requirements for special events relating to venue hire events.

Human Resources, Finance & Administration
Manage, motivate, and develop the Visitor Experience Assistants and Volunteer team to ensure customer service and visitor satisfaction is delivered to the highest standards, with a hands-on management style.
Act as a culture champion for the Visitor Experience team, creating a culture of learning and engagement with Japan in line with their standards and Programming content.
Identify the training and development needs of Duty Managers, Visitor Experience assistants and Volunteers.
Compile and deliver the Visitor Assistant and Volunteer training programme.
Monitor staffing levels of the Visitor Experience and Volunteer Team and carry out recruitment when required.
Monitor staff performance, conduct appraisals, prepare staff reports and manage welfare, discipline, and grievance matters.
Complete Duty Manager training to an acceptable standard and act in the position as required.
Organise the operational induction of visitor experience staff.
Work with the Duty Managers to ensure all staff costs for the department are in line with the departmental budget.

Risk Management
Act 1974 you are responsible for your personal safety and that of all personnel under your authority, including others who may be affected by the Company’s activities. Additionally, you must also co-operate with the Company to enable it to discharge its own responsibilities successfully.
Work with the Duty Managers to ensure daily checks are carried out and the venue meets health and safety and house-keeping standards and comply with their procedures.
Ensure all Security, Health and Safety incidents are dealt with promptly, and that incident reporting procedures are implemented and monitored.
Coordinate emergency evacuation drills with the Visitor Experience Team and collaborate with the Associate Director – Operations & Services on biannual building evacuation drills.
Assist the Associate Director – Operations & Services in carrying out regular audits, reviews and maintenance programme related to Visitor Experience.
Create a positive culture around risk management within our front-line team.
Act as the designated Fire Safety Manager for them and in this capacity discharge and maintain their statutory duties under the Regulatory Reform (Fire Safety) Order 2005.
Monitor cleaning standards across the venue and report unsatisfactory standards to the Head of Buildings & Services.

A bachelor’s degree from an accredited college or university in a relevant area, or equivalent experience.
Other relevant training, licences and certification are advantageous, such as DBS, IOSHH, SIA, etc.
First Aid training beneficial.

Public-facing visitor services and delivering exceptional visitor experience.
Health & Safety and security procedures.
Some financial awareness, including budget management and procurement.
High level of proficiency in MS Office suite / other software systems beneficial.

Managerial experience in visitor services at a comparable high-profile, public-facing organization.
Working as a Duty manager and liaising with safety and security teams.
Exposure to relevant sector preferred (Museum, Gallery, Arts, NFP, Visitor Attraction, Heritage Destination or Tourism Development).
An understanding of Japanese culture and history would be a strong advantage.

Excellent written and spoken English, proficient to high business language standard is essential.
Other language skills, including Japanese, are advantageous.
Skilled at using evaluation and analysis to improve visitor experience.
Ability to work independently as well as collaboratively.
A participative team player with an inclusive approach towards all colleagues.
Excellent interpersonal and communication skills.
Strong organizational, planning, and problem-solving skills.
Ability to multi-task and prioritize work, whilst paying attention to detail.
Able to influence people whilst maintaining tact and cultural sensitivity.
Excellent time management skills.
A creative mind with an ability to suggest improvements.

** All applicants must have the right to work in the UK as the Company is not able to offer visa support.
Updated: 19 days ago
Ref: RT43663