Brighton Dome and Brighton Festival
JOB DESCRIPTION
Job Title:
Visitor Services Manager
Accountable to:
Head of Visitor Services (HOVS)
Direct Reports:
Deputy Visitor Services Manager – Front of House, Deputy Visitor Services
Manager – Back of House, Event Managers & Duty Event Managers
Job Purpose:
•
To manage the day to day operations of the Visitor Services
Department.
•
In conjunction with other departments, prepare and manage all events
at the Brighton Dome and Festival ensuring an excellent level of
service is provided to all users of Brighton Dome.
•
In conjunction with the Head of Visitor Services develop and enforce
Departmental Health & Safety procedures, emergency procedures
and security protocols for the venues.
Principal Accountabilities:
Staff Management
1. Lead, motivate, support and direct staff for whom you are responsible and ensure all staff are aware of
and are working in accordance with current company policy and legislation with particular reference to
Emergency Procedures, Customer Care, Security and Disability Awareness.
2. Ensure that recruitment, training, appraisal, discipline and performance management is carried out
within Visitor Services and in line with BDFL policy.
3. Prepare the Event Management rota, allocating appropriate resource to advance and deliver Private
Events and Double Heads requiring more VS support.
Ensure that working hours are managed in line with legislation and company policies relating to
breaks, lone working and event requirements. Ensure adequate Support and Supervision of staff
working outside of normal business hours.
4. Process Event Managers sickness, holiday, lieu and other absence in line with BDFL policy. Compile
overtime timesheets for the permanent Event Managers. Direct the Deputy VSMs to ensure that
weekly timesheets for FOH and VSA staff are completed, coded and processed in line with event
budgets.
Finance
1. Ensure that all financial matters are managed in accordance with company policy and procedures,
purchase orders placed, departmental recharges recorded accurately and that departmental monies
and receipts are prepared for cashiering.
2. Ensure that effective stocktaking and auditing systems are in place for all departmental resources,
stock and consumables. Work with the VS team to ensure that equipment is kept secure, safely
maintained and managed effectively.
3. Purchase departmental equipment and consumables in line with budgets set by the Head of Visitor
Services and BDFL procedures.
4. Support the development of areas of ancillary income in the Department, monitoring sales and
inspiring the team to meet targets.
1
5. Populate event budgets as needed, analysing event requirements and preparing staffing quotes for
other Departments.
6. Ensure that the Deputy VSM - Front of House and Deputy VSM - Back of House are following agreed
staffing templates and that staffing levels are proactively managed to ensure the highest standards of
customer service and safety are maintained and in line with agreed budgets.
7. Deputise for the HoVS in budgetary matters, monitoring Management Accounts with particular
emphasis on FOH cost and income lines.
Health & Safety & Licensing
1. Work closely with other operational Managers to ensure that events are run in line with our premises
license and other safety standards are upheld in relation to the safe management, set up and
operation of the venues.
2. Ensure that all aspects of Safety in the Visitor Services Department are managed in relation to both
Departmental staff and others who may be affected by their acts or omissions to include risk
management, safe systems of work, emergency procedures, management of equipment, handling &
storage, maintenance, information, instruction, training and supervision.
3. Ensure that hours worked by Departmental staff comply with company policy and working time
directive limits.
4. Act as a Licensee for Brighton Dome & Festival, deputising for the Designated Premises Supervisor.
5. Oversee and maintain maximum levels of building security at all times developing, reviewing and
enforcing protocols for Security and Emergency Procedures. Direct the staff in your team and in
conjunction with the Maintenance Department to ensure that Fire and Security Alarms are fully
operational and that fire safety procedures FOH & BOH are followed.
6. Direct staff to ensure that adequate and appropriate event and office First Aid cover is in place,
overseeing First Aid equipment and utilities in the venues.
7. Be responsible for developing and delivering training sessions, ensuring that all records in relation to
training in Safety in VS are up to date and accessible. Where requested by the Director of Visitor and
Venue Services assist with the co-ordination or cross organisation Health & Safety training.
8. Hold regular 121 meetings and appraisals with your direct reports, prioritising staff wellbeing and
responding to staff concerns.
Visitor Service
1.
Ensure that customer comments, queries and complaints are responded to appropriately, playing a
front line role with customers as required and escalating matters to the HoVS if required. Manage the
gifts and hospitality budget in respect of customer response.
2. Ensure that visitor service standards are prioritised in all activities relating to the Department and act
as am ambassador for the visitor across BDBF.
3. Ensure that disabled access arrangements are a priority in the work of the Event Managers and
Deputy Visitor Services Managers working to maintain equipment, improve facilities and develop
training.
2
Other
1. Under the direction of the HoVS undertake project work, contributing to the development and
realisation of BDFL’s Business Plan Objectives.
2. Maintain effective communication within the department and the wider teams ensuring that the
Department is represented at operations, Management and all staff meetings communicating
information into the team on a regular basis.
3.
Be available out of hours to respond to emergencies and arrange cover, Duty Managing events when
required.
4.
Deputise for the Head of Visitor Services in their absence requiring an understanding of areas such as
cleaning, waste, access and heritage.
5. Any other tasks as may be reasonably expected and requested by the Head of Visitor Services.
PERSON SPECIFICATION:
Visitor Services Manager
A confident and experienced Manager who combines excellent people management skills with experience of
venue and facilities management. The Visitor Services Manager will have a positive and proactive approach
with the ability and ideas to motivate a team working unsocial hours in a unique working environment.
Essential Criteria
•
•
•
•
•
•
•
•
•
•
•
•
•
Substantial Middle Management experience within a multi purpose building or site but preferably in an
arts, entertainment or conferencing venue.
Commitment to the aims of the Brighton Dome & Festival particularly with reference to improving
customer care standards.
Knowledge & experience of Fire Alarms, security protocols & emergency procedures.
Knowledge and experience of Health and Safety and Licensing.
Excellent all round communication skills with good literacy and numeracy, organisational and office
skills.
Experience Managing and leading a team and of complex staff rostering.
Experience dealing with challenging personnel issues alongside day to day personnel management.
Willingness to work some evenings and weekends when required.
Independent, meticulously organised with excellent attention to detail and the ability to use initiative
and work independently on projects.
Experience working within set budgets, dealing with monies and procurement.
Demonstrable experience maximising departmental income and reducing costs.
Awareness/ experience of the Equalities Act.
Time Management, prioritisation skills with the ability to work effectively under pressure.
Desirable Criteria
•
•
•
•
•
First Aid Training
Knowledge of Artifax Event or similar scheduling systems
SIA Certification
Personal License Holder
NEBOSH / IOSH / Risk Assessment Training
OUTLINE TERMS AND CONDITIONS
Hours:
Salary:
Pension:
Holidays:
Notice Period:
148 hours over a 4 week period with TOIL
£25,000 - £28,000
Access to auto enrolment scheme
25 days per annum + Bank Holidays
3 months
3