Job Description
THE ROLE
Assistant Guest Experience Manager
You will be an integral part of the Front of House Team. You will manage the day-to-day running of the attraction, whilst ensuring our guests enjoy a premium quality guest focused service. You will support the Sales Function by maximising income generation activities. You will lead our Front of House Team, and will motivate our staff to deliver an engaging service of excellence.
Reports to: Guest Journey Manager
Direct reports: Guest Experience Ambassadors
Hours: 42.5 hours / 5 days per week (morning, evenings and weekends)
Annual Salary: £30,750 + 6% Living Allowance per annum
THE PERKS
* Generous Holiday Entitlement - 33 days + an extra day each year (capped at 5 years)
* Private Medical Insurance
* Life Assurance
* Employee Assistant Programme
* Employer pension contribution of 5% of your annual salary
* Complimentary tickets to The View
* Retail and F&B, Discount
Responsibilities Include:
* To ensure an excellent standard of customer service is delivered by all team members by monitoring and continually seeking to improve customer service standards
* To lead and motivate the team to ensure that they are undertaking their allocated tasks and responsibilities
* Manage customer complaints and queries in the first instance and know when it is appropriate to escalate the complaint to a more senior manager
* Demonstrate a positive presence within by being alert and aware of guests, present yourself to the highest standard and demonstrate you are approachable
* Ensure that all areas of the guests’ journey; main entrance, box office, photo opportunity, F&B areas, the viewing galleries, and retail area etc. always maintained to the highest standards of presentation
* To deputise as the Guest Journey Manager when required. Including attending meetings as their replacement.
* Oversee the operation of the box office, ticketing and retail area’s (including supporting the photo opportunity and F&B).
* Ensure team members carry out daily checks and coach team members to recognise faults
* Management of receiving on-site stock deliveries
* Ensure a smooth running of the retail shop, ensuring all goods are received, and stored correctly and replenishment when required.
* Responsible for ensuring that the team is competent in performing the requirements of the Guest Ambassador role
* Ensure that all administration relating to personnel matters is completed and that accurate and timely records are maintained
* Active support of structured training programmes in line with any brand, vision, culture and values, statutory requirements (e.g. H&S, etc) and yearly objectives
* Assist with a structured programme of training and systematically review/give constructive feedback to ensure that procedures and required standards of performance are made clear
* Effective performance and attendance managements
* Management of the staff roster
* To take on Duty Manager Shifts, acting as the main point of contact regarding the daily management of the operation and responsible for the general running of the attraction.
* To support the Senior Management Team in adopting the role of ‘Bronze Command’ in an Incident Management Situation by implementing key decisions and instigations made by the SMT.
* Support the Operations team with developing a comprehensive set of Standard Operating Procedures (SOP's) relating to ticketing, retail and e-commerce and ensuring these are practiced
* To undertake and ensure compliance with Health, Safety and Fire procedures
The full job description can be found here: https://www.theviewfromtheshard.com/work-with-us/