Last updated: / August 2017

JOB DESCRIPTION

Post title: / Gallery Duty Manager
Academic Unit/Service: / Professional Services/Arts & Culture
Faculty: / John Hansard Gallery
Career Pathway: / Management, Specialist and Administrative (MSA) / Level: / 3
*ERE category: / n/a
Posts responsible to: / Head of Operations
Posts responsible for: / Gallery Assistants, front of house volunteers
Post base: / Non Office-based (see job hazard analysis)
Job purpose
The Gallery Duty Manager is a key customer-facing member of the JHG team, responsible for ensuring that all visitors (including visiting members of the public, customers, stakeholders and artistic partners such as visiting artists and curators) receive a friendly, professional, efficient and accessible welcome to John Hansard Gallery. The Gallery Duty Manager acts as a welcoming and informative host to the public during gallery visits to exhibitions and events, maximising income through merchandise sales, and is first point of contact for customer’s feedback. They also ensure visitor safety by implementing health and safety and emergency evacuation procedures. They oversee the schedule and supervision of Gallery Assistants to deliver the highest standards of front of house invigilation and customer care and assist in the day to day duty management and security of the building.
Key accountabilities/primary responsibilities / % Time /
1.  / To ensure the effective and efficient duty management of the building during opening times and out-of-hours events, including building security, opening and lock up and being named key-holder in the event of an emergency call-out. To ensure that lock-up and handover procedures are complied with. To be first point of contact for external contractors and maintenance staff. / 20 %
2.  / To lead and manage the Front of House team of Gallery Assistants and volunteers, responsible for their recruitment, induction, development and training, supervision, line management and rotas, ensuring the highest standards of safety, appearance and customer service are maintained. To check time sheets, record sickness and absences and take action regarding lateness and unauthorised absences.
To represent the gallery as a welcoming host; to be visible on the gallery floor, acting as an ambassador for the gallery. To be first point of contact for visitor and customer feedback and complaints.
To liaise with Marketing and Communications Coordinator to monitor and report on front of house data collection including visitor numbers, for evaluation purposes and stakeholder reporting.
To develop and implement emergency and evacuation procedures for each exhibition run and for one off events and activities, and to ensure these are communicated to, understood and carried out as necessary by all front of house staff. To maintain an up-to-date and appropriate First Aid qualification.
To liaise with Head of Education to develop and deliver access initiatives to ensure building and gallery activity is as accessible as reasonably possible. / 40 %
3.  / To ensure that Front of House team are fully briefed regarding exhibition invigilation requirements including any turn on/off procedures and specific invigilation instructions given by Head of Exhibitions. To ensure team are fully briefed on programmes of exhibitions and events, participation activity, promotional opportunities and able to share this information with visitors including activity provided by our S144 co-tenants City Eye and NST. / 10 %
4.  / To agree sales targets with Bookshop Coordinator and maximise sales income through developing sales opportunities, ensuring that business continues to innovate and improve. To implement and maintain appropriate systems of reconciliation, banking and cash handling in collaboration with Bookshop Manager. To investigate banking discrepancies, ensuring all accounting data is entered accurately. To collect and report on sales data and stock checks. To manage stock deliveries and monitor stock levels. / 10 %
5.  / To liaise with Development Manager and Director’s Assistant regarding venue hires to ensure that public spaces are prepared and set up for events and meetings and that adequate staffing is in place. / 5 %
6.  / To regularly monitor the fabric of the building and fixtures and fittings, reporting any faults and wear and tear to Head of Operations.
To liaise with Head of Operations regarding the scheduling, supervision and monitoring of cleaning staff to ensure high levels of cleanliness and appearance.
To contribute to developing standard operating procedures – ensuring they are kept up to date and used as reference and for training. / 5 %
7.  / To undertake Agresso financial administration processes and provide support to management with budget monitoring processes. / 5 %
8.  / Any other duties as allocated by the line manager following consultation with the post holder. / 5 %
Internal and external relationships /
Other members of the department/University staff.
External customers.
Special Requirements /
Flexible and out of hours working

PERSON SPECIFICATION

Criteria / Essential / Desirable / How to be assessed
Qualifications, knowledge and experience / Skill level equivalent to achievement of HNC, A-Level, NVQ3 with proven work experience acquired in relevant roles and job-related training.
Significant experience of venue management preferably in a gallery Front of House environment
Experience of managing staff and volunteers
Demonstrable knowledge of Health & Safety and licensing law and regulations, with experience of implementing and monitoring safe working practices
An understanding of access and disability issues
Considerable experience with EPOS systems and management of cash-handling / Fine Art degree (or equivalent qualification or experience).
Current First aid qualification
Financial administration/budget monitoring experience.
Planning and organising / Strong organisational, time management and prioritisation abilities and the flexibility to adapt quickly to the demands of the role.
Efficient administration skills and the ability to establish and maintain effective systems and processes. / Experience of working effectively under pressure
Problem solving and initiative / A positive, solution-focussed attitude to work.
The ability to use initiative and resolve issues independently.
Management and teamwork / Experience of motivating and developing a team using sound judgement and leadership skills.
Able to positively influence the way a team works together.
Able to ensure staff are clear about changing work priorities and service expectations.
Ability to effectively allocate to, and check work of staff, coaching/ training and motivating staff as required.
Communicating and influencing / Ability to communicate clearly and with confidence in all areas of Front of House and in dealings with visitors.
Able to offer proactive advice and guidance.
Ability to build strong internal and cross-departmental relationships.
Ability to deal with sensitive information in a confidential manner. / Strong negotiating skills
Other skills and behaviours / An interest in visual arts and an enthusiasm for working in a socially engaged and culturally diverse environment
Special requirements / Flexible and out of hours working

JOB HAZARD ANALYSIS

Is this an office-based post?

☐ Yes / If this post is an office-based job with routine office hazards (eg: use of VDU), no further information needs to be supplied. Do not complete the section below.
☒ No / If this post is not office-based or has some hazards other than routine office (eg: more than use of VDU) please complete the analysis below.
Hiring managers are asked to complete this section as accurately as possible to ensure the safety of the post-holder.

## - HR will send a full PEHQ to all applicants for this position. Please note, if full health clearance is required for a role, this will apply to all individuals, including existing members of staff.

ENVIRONMENTAL EXPOSURES / Occasionally
(<30% of time) / Frequently
(30-60% of time) / Constantly
(> 60% of time)
Outside work
Extremes of temperature (eg: fridge/ furnace)
## Potential for exposure to body fluids
## Noise (greater than 80 dba - 8 hrs twa)
## Exposure to hazardous substances (eg: solvents, liquids, dust, fumes, biohazards). Specify below:
Frequent hand washing
Ionising radiation
EQUIPMENT/TOOLS/MACHINES USED
## Food handling
## Driving university vehicles(eg: car/van/LGV/PCV)
## Use of latex gloves (prohibited unless specific clinical necessity)
## Vibrating tools (eg: strimmers, hammer drill, lawnmowers)
PHYSICAL ABILITIES
Load manual handling
Repetitive crouching/kneeling/stooping
Repetitive pulling/pushing
Repetitive lifting
Standing for prolonged periods / x
Repetitive climbing (ie: steps, stools, ladders, stairs)
Fine motor grips (eg: pipetting)
Gross motor grips
Repetitive reaching below shoulder height
Repetitive reaching at shoulder height
Repetitive reaching above shoulder height
PSYCHOSOCIAL ISSUES
Face to face contact with public / x
Lone working
## Shift work/night work/on call duties / x