Supervisor (resources) Job Description – October 2013

(3 days a week)

Context:

The Supervisor is a key member of the visitor services team working with other departmental staff within Discover. There is a team of Supervisors with an individual focus on retail, facilities, bookings and operational resources. In addition to regular shared duties the post holder will have responsibility for the facilities of the centre as a part of the visitor experience.

Reports to:Visitor ServicesManager

Operational responsibility for:Visitor Services Assistants, Story Builders, Story Builder Assistantsand Volunteers.

Main Purpose of Position

To supervise the Visitor Services team in providing a first class service to the public through clear leadership.

To act as Duty Officer and to be responsible for the efficient operations of our standard operating and Health & Safety procedures and to maintain a constant visitor management presence at all times.

To supervise the work of the visitor service staff and ensure that an active and enthusiastic approach is taken to encourage visitors to participate in the activities and exhibits of Discover.

To assist the Operations team with the management of the Story Trail &Story Garden.

This role has specific responsibility for Resources within the centre.

Specific Responsibilities

Management

  • To manage the day to day operation of Discover and be aware at all times of what is scheduled to happen each day, including any events and activities taking place or contractors working on site.
  • To supervise the visitor service staff, to ensure that they consistently aim to exceed the customer service expectations of all visitors.
  • To supervise when operating all aspects of the running of the shop and café
  • To provide a day briefing for visitor service and operational staff.
  • With the operations team maintain the Visitor Services team rota, including co-ordination of staff availability and ensuring that there is adequate cover for week days, holidays and weekends.
  • Train other Discover staff members on the computerised bookings, point of sale and stock management system, when required.
  • Troubleshoot operational activity and bookings and coordinate staff changes accordingly.
  • Organise other staff training as appropriate
  • To assist the Visitor ServicesManager with the management, recruitment, training and motivatingof visitor service staff

Visitor Service

  • Provide the first point of referral for all enquiries, problems and complaints from the public and staff, teachers, group organisers and contractors working in the building, including staff contracted to deliver events and activities.
  • To actively assist and direct visitors, to offer information and assistance and to provide a welcoming and engaging environment at all times.
  • Assist in maintaining standards of front of house presentation by monitoring presentation of staff and public areas, taking appropriate action and reporting faults to the Operations team.
  • To operate the procedures for the handling of group and visitor arrivals including the check in and briefing of groups, parties, events and hires.
  • Oversee all special events and hires. With the operations team set up rooms and/or floor space prior to seminars, workshops, evening events and functions, and return said areas to their usual format after completion of the event.
  • To maintain a sufficient level of cover on the Reception Desk to ensure visitor requirements are fully met in accordance with our agreed standards. This includes staffing the desk, handling cash and card payments, recording visitor figures and selling merchandise and refreshments.
  • With the Visitor Service team prepare resources and requirements requested for Story Trail and events activity by writers, illustrators and other guest speakers. This includes maintaining levels and display of internal marketing and promotions such as posters and leaflets.
  • With the visitor services team organise and prepare for birthday parties including staff training and stock for party bags and room decorations
  • Provide regular training to all relevant staff to facilitate the operation of the desk.

Resources

  • Devise and maintain the Visitor Services team rota, including co-ordination of staff availability and ensuring that there is adequate cover for week days, holidays and weekends
  • Review staffing levels in line with business needs and ensure the efficient and cost-effective deployment of staff
  • Liaise effectively with the Education and Events teams regarding special staffing requirements including for events outside Discover
  • Communicate all issues relating to the rota to Story Builders and Visitor Services Assistants
  • Responsible for monitoring stock levels and ordering of material for story trail
  • Responsible for ordering staff uniforms

Health & Safetyand maintenance

  • To ensure that Discover’s emergency procedures for all public areas are adhered, at all times ensure the safety and protection of the public, our staff and the exhibits.
  • To complete a pre-opening and closing check of public areas to ensure visitor safety and comfort.
  • To act as senior staff member in charge during operating hours.
  • To assist the evacuation of the building in the event of a fire, security alert or other emergency.
  • To have clear knowledge of the running of the floor and all exhibits.
  • To ensure that exhibits and props are safe and in full working order.
  • To ensure health and safety standards are met in Discover minimising any risk to the public and staff.
  • Perform fire alarm and health and safety checks and take part in fire drills.

Administration

  • To understand and be able to operate the start and end of day till system procedures.To handle cash in accordance with established procedures.
  • To assist when necessary the completion of all visitor service staff timesheets for payroll
  • Assist the bookings officer to run the Discover bookings system using computerised bookings software including taking bookings
  • With the booking department provide statistical reports on visitors, bookings, sales and events

General

  • To undertake any other dutieswhich may be reasonably requested by the Visitor Services Manager
  • To work with the Discover team to ensure the successful development of Discover.
  • Attend and feedback to team and company meetings when appropriate

Person Specification

Essential Requirements

  • 1-2 years’ experience in a supervisory role
  • Experience of managing staff
  • Experience of devising staff rotas
  • Strong administrative and IT skills
  • Experience in a front line customer service environment
  • A good team player with a flexible and positive approach
  • Proven organisational ability
  • Strong attention to detail
  • Diplomatic and tactful
  • Ability to keep calm under pressure
  • An effective communicator, both written and verbal
  • Availability to work flexible hours including weekends

Desirable Requirements

  • Experience in a museum/gallery, arts venue or visitor attraction
  • Experience working with children or in a family focussed environment
  • Experience of using a box office or ticketing system
  • An active interest in Early Years learning.
  • Commitment to the goals of Discover

Type of contract

6-month fixed term maternity cover

3 month probationary period

The post is available part time (3 days per week)on a rota basis.

Working Hours

24 Hours a Week on a rota Basis

Core operating hours

9.00 to 18.00 Weekdays

10.00 to 18.00Weekends

Salary

£19,670.66per annum (Pro rata)

This job description reflects the requirements of Discover as at October2013

The role and duties of the post are subject to change in line with the future development of Discover.