Visitor Experience and Ticketing Manager

General Purpose

To develop, manage and deliver the Visitor Experience within BME including Visitor Admissions and Ticketing.

To ensure the smooth operation of all admissions and ticketing arrangements including tours and group bookings. Taking a hands on approach to ensure the 5* service and associated venue presentation standards.

This role will be vital in supporting the development of the quality and depth of visitor engagement in order to contribute to growing the range and size of audiences and achieving income targets.

Main Job Tasks and Responsibilities

• Lead, motivate, coach and develop the Visitor Experience Team at the BME to deliver excellent standards of visitor servicing, visitor experience, event management, building presentation, visitor health & safety and security.
• To have responsibility for the ticketing system administration and operation of Epos systems within Visitor admissions.
• To have responsibility for overseeing the administration of The Tour and Adhoc group booking process in conjunction with any contract external partners.
• To Manage the day-to-day scheduling of the Visitor Experience Team which includes positions within general visitor admissions, group ticketing admissions, The Gallery and Interactive Studio, ensuring a fair and cost effective allocation of resources in line with pre agreed budgets.
• Maintain accurate annual leave, sickness, training and uniform records for your reporting team of Visitor Services Assistants.
• Work collaboratively with other members of the BME Management Team (including The BME Store and Cafe) to ensure a consistent and seamless service to visitors.
• In conjunction with the Venue Operations Manager, to Develop and deliver in-house customer service training across the organisation.
• Ensure that visitors are welcomed by friendly, approachable and knowledgeable staff, providing assistance appropriate to their individual needs.
• Set the operational parameters of the Visitor Experience to ensure staffing meets operational needs.
• Work towards nationally recognised standards in visitor services and develop external benchmarking opportunities.
• Develop activities to improve the quality and depth of visitor engagement and to ensure our activities are accessible to all
• Conduct daily checks to ensure exceptional standards of presentation in the Galleries and Front of House, reporting any defects and following through on their repairs.
• In conjunction with the Venue Operations Manager and Retail Outlets Supervisor, responsible for the safety of visitors, staff and attractions through the implementation of agreed health, safety and security procedures.
• Creating, monitoring and reviewing Standard Operating Processes and Risk Assessments for the Visitor experience department and Gallery.
• Assist with the recruitment, selection and induction of staff as required.
• Develop a culture of customer interaction that is based on the development of a customer relationship, maximising the potential in each transaction.
• In conjunction with the Venue Operations Manager develop and manage a comprehensive customer complaints and feedback programme.
• Act as a Visitor Attraction Duty Manager on a rota basis.  
• In conjunction with the Venue Operations Manager ensure that there are appropriate emergency strategies in place in regards to the BME Galleries.
• Visitor Experience business and financial planning.
• To carry out any other duties as required in line with the operation of the Visitor Experience.

The above reflects the main elements associated with this position. It is not intended to be exclusive or exhaustive.

Criteria For Role

• Minimum of 3 years Front of House management experience in a relevant industry sector preferably within a visitor attraction.
• Experience in the operation of an electronic ticketing and Epos system.
• Excellent communication and presentation skills
• Financial awareness and experience of business and financial management processes
• Ability to lead / manage the Visitor Experience team
• A passion and excellent general knowledge of popular music history

Key Competencies

• Effective communication skills
• Strong leadership skills
• Ability to influence and negotiate
• Attention to detail
• Excellent ability to establish and develop relationships
• Planning and delivery skills
• Time management and organisational skill