Supervisor Job Description - DOC

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					Supervisor Job Description

The Supervisor is a key member of the visitor services team. Working with other
departmental staff within Discover

Reports to: General Manager

Operational responsibility for: Visitor Services Assistant, Story Builders, Story Builder
Assistants and 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.

Specific Responsibilities

    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 manage all aspects of the running of the shop and café
    To produce staff rotas to ensure adequate cover for the story trail
    To provide a day briefing for visitor service and operational staff. All staff
      should be fully aware of the activities and events taking place in Discover that
    To assist the General Manager with the management, recruitment, training and
      motivating of 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.

Discover Supervisor Job Description 2009
      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.
      Provide regular training to all relevant staff to facilitate the operation of the

Health & Safety and 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.

   To understand and be able to operate the start and end of day till system
   To handle cash in accordance with established procedures.
   Be responsible for the cash up at the end of the day.
   To be responsible for all shop and café administration
   To be responsible for stock control and re-ordering of shop stock, building and
      story trail consumables.
   To complete all visitor service staff timesheets for payroll

    To undertake any other duties which may be reasonably requested by the
      General Manager
    To work with the Discover team to ensure the successful development of
    Attend and feedback to team and company meetings when appropriate

Person Specification

Discover Supervisor Job Description 2009
Essential Requirements
    1-2 years’ experience in a supervisor role
    Experience of managing staff.
    Experience in a front line customer service environment.
    Some retail experience including managing stock and sales
    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.
    Commitment to the goals of Discover.
    Availability to work week-ends.

   Desirable Requirements

      Proven experience of working in a public venue, museum, gallery, arts venue
      Experience working with children or in a family focussed environment
      Administrative skills.
      IT skills (Excel, Word, PowerPoint, Access etc.)
      An active interest in Early Years learning.
      Knowledge of one of the languages spoken in East London.

Type of contract
24 month contract - renewable at the end of term.
3 month probationary period
The post is available full or part-time on a rota basis.

We are ideally looking for two suitable candidates to fulfil this role covering 6 days a
week term time and 7 days a week during holiday periods.

Working Hours
40 hours per week
Core operating hours
9.15 to 18.15 Weekdays
10.15 to 18.15 Weekends

£18,000 - £21,000 depending on skills and experience.

This job description reflects the requirements of Discover as at Sept 2009.
The role and duties of the post are subject to change in line with the future
development of Discover.

Discover Supervisor Job Description 2009