Jd Operations Manager

							JOB TITLE                 Visitor Experience Operations Manager (Science Museum)

DEPARTMENT                Visitor Experience

REPORTS TO                Head of Visitor Experience

SUPERVISES                Sales Manager, Information Manager, Cleaning Manager, IMAX
                          Projection Manager, Commercial Operations Co-ordinator, Volunteer Co-
                          ordinator

SALARY                    £35,000 to £41,000 dependent         DATE     February 2009
                          upon on skills and knowledge


Purpose of the Job

The Science Museum is one of London’s leading museums, receiving over 2.5 million visitors per
year. Our vision is to be the most admired museum in the world and this role is key to its
ongoing success in providing a high quality visitor experience.
As a member of the Visitor Experience Senior Management team you will be actively involved in
achieving the strategy and goals across NMSI. Primary objectives will be championing
exemplary customer service and exceeding profit targets. The post-holder will take lead on all
visitor-related issues, ensuring the quality of the visitor experience is of the highest standard.
Applicants will require a proven track record in customer service management, strong sales skills
and direct experience of managing staff in a commercial setting. An exceptional leader and
motivator, this role will require excellent communication and organisational skills to take
customer service at the Science Museum to a new level.

Key Deliverables / Accountabilities

The post holder directs all operational aspects including provision for health & safety for:

  o       IMAX cinema including projection room         o   Information desk
  o       Simulator rides                               o   Reception desks
  o       Temporary Exhibitions                         o   Day to day building operational
  o       Call Centre                                       management
  o       Ticket desks                                  o   Cleaning operations
The main objectives of the role are to:
          Ensure excellent customer service delivery from all Visitor Experience staff through
           development and implementation of the NMSI Customer Charter and attainment of
           external accreditation.
          Acting a champion, ambassador and quality assuror in support of excellent visitor
           experience standards throughout the Science Museum.
          Maximise profits and exceed annual budgetary targets through pro-active sale of tickets
           to the IMAX cinema, simulator rides, temporary exhibitions and guide books.
          Ensure high quality provision of information to visitors through the Information Desk, call
           centre and reception areas
          Be responsible for visitor way-finding (map, signage and VINs)
          Take responsibility for the successful operational planning and implementation of




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        temporary exhibitions working with internal and external service providers.
       Manage the Visitor Experience team ensuring they are motivated and supported to
        provide exemplary customer service whilst achieving sales targets.
       Ensure cleanliness of the museum is of the highest standard.
       Deliver the IMAX Cinema programme and work with the other IMAX committee members
        to maximise IMAX profits.
       Plan and implement a front of house volunteer programme to create an enhanced visitor
        experience
       Be responsible for Health and Safety of staff and visitors, ensuring effective monitoring
        systems are place and systems are regularly reviewed.
       Where applicable, to be responsible for visitor experience related activities at Blythe
        House and Science Museum Wroughton.
       Take a lead role for visitor experience planning and delivery as part of the National
        Media Museum London Presence project
       Other reasonable duties as required to meet the departmental and museum objectives.
The post holder will assume a hands-on managerial role, working 5 days out of 7, working
regular weekends, Bank Holidays and occasional evenings, to ensure that commercial targets
and standards of visitor experience that are set out are met.

Working Relationships and Contacts

Regularly communicate with internal customers and suppliers to ensure smooth operations:
       NMSI Trading - work closely with the Marketing Manager and Head of Commercial
        Development to develop and review business plans, budgets and targets and to monitor
        and manage performance.
       Customer Service – work closely with colleagues in Retail, Security, Catering and
        Learning to ensure excellent standards of customer service delivery as outlined in the
        customer charter. Chair the Science Museum monthly Visitor Operations Group to ensure
        smooth running of front of house activities
       Museum – through the SLA, deliver the front of house service as requested, subject to
        budgetary limits to deliver most admired customer service. Play a proactive role in new
        gallery and exhibit development to ensure effective visitor flow and other visitor related
        issues are factored in.
       Finance - Work closely with the Cash Office Manager and Financial Accountant to ensure
        smooth secure provision of service to the Front of House team. Oversee and ensure
        compliance with cash process agreed for Front of House staff. Oversee and ensure early
        involvement of and close working with Finance team whenever charged service or sales
        provision changes, for example with new or altered sales positions or new temporary
        exhibitions.
       Events - Keep abreast of any events that are taking place and using any commercial
        space. Ensure that these events are staffed in accordance with the event organiser.
       Estates - Maintenance and refurbishment of all Front of House areas and reporting of
        building works required to ensure high standards of visitor experience
       Gallery Maintenance - Maintenance of simulator rides and exhibit maintenance
       Marketing - Support the operation of promotions and campaigns; provide operational
        advice on ticketing processes.



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         Science Night team - Facilitate the use of the IMAX and provision of staff
         Learning - support the arrival of booked schools and groups
     External
         Negotiate with providers and manage contracts,
         Represent the museum externally, for instance as part of the Exhibition Road project
         Work with colleagues to develop network of front of house operations managers within
          London

Teams and budgets

Line Management responsibility                          Direct       6
(an organisational chart is attached for more detail)
                                                        Indirect     Up to 100 during peak times

Budget (delegated from)                                 £4 million   operating budget

Profile of candidate

                              Essential                                                            Assessed
                                                                                                   by (CV,
                                                                                                   Interview, est)

Qualifications               A Degree level academic qualification or relevant experience
                             and an appropriate Health and Safety Qualification would be
                             beneficial

Knowledge &                  Proven understanding of delivering excellent Customer
Experience                   Service
                             Understanding and experience of implementing Health and
                             Safety standards
                             Understanding and experience of the importance and delivery
                             of security for visitors, staff, collections and premises
                             Direct experience of managing staff in a commercial
                             environment
                             Experience of recruiting, developing and leading teams
                             Experience of practical application of disciplinary & grievance
                             procedures

                             Desirable
                             Knowledge and experience of contract negotiation and
                             implementation
                             Knowledge of the leisure, attraction or heritage industry

Technical/Work-              Proven track record in customer service management
based Skills
                             Strong sales skills
                             Track record of setting and managing budgets
                             Excellent communication skills – able to foster open and
                             honest communication channels with staff and customers,
                             ability to re-enforce key messages through a variety of media



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                          (e.g. oral, presentations and writing)
                          Adaptable and resourceful – able to prioritise the team’s
                          workload and meet deadlines, whilst responding to multiple
                          demands from a variety of sources
                          Flexibility to change direction as and when required to deliver
                          to customer and business/commercial needs
                          Decision maker – able to take ownership of problems and
                          resolve effectively to ensure delivery of the museum’s
                          objectives
                          Good team leadership skills - at ease within group situations
                          and keen to encourage others to participate
                          Ability to build and motivate a team, enabling individuals to
                          use and fulfil their potential
                          Excellent organisational skills – able to devise and monitor
                          systems that ensure the smooth running of the Department
                          and minimise loss or inefficiencies.
                          Self-motivated – with a readiness to seize new opportunities,
                          eager to source new ideas and perspectives to initiate actions
                          which improve results and add value
                          Ability to prepare, manage and monitor budgets
                          Commercial acumen with the ability to analyse information
                          and spot relevant trends
                          Results driven
                          Good IT skills- particularly experience of working with
                          admissions systems and standard Microsoft Office software.

Leadership Behaviours

   Setting direction                                      Focussing on outcomes
   Inspiring commitment, pace and drive                   Basing decisions on evidence
   Taking responsibility for leading and innovating       Building common purpose
   Building capability                                    Planning, resourcing and prioritising
                                                           Managing performance




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                                                    NMSI Head of
                                                  Visitor Experience




                                                  Visitor Experience
                                                 Operations Manager
                                                         South



Sales Manager           Information Manager         Cleaning Manager                IMAX Projection           Commercial
Front of House             Front of House                                              Manager                Operations
                                                                                                              Co-ordinator



            Supervisors (X2)           Supervisors (x2)                Sherwoods                      IMAX
                  and                   & Information                   Cleaning                  Projectionists
            Sales Assistants             Assistants                    (Contract)                      (x3)



             Temp Exhibition
             Supervisor and
               Assistants




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