King Richard III Visitor Centre
Job Description
Post Title:
Visitor Services Manager
Salary Range:
£24,000 - £28,000 p.a.
Contract Type:
Full-Time, Permanent
Closing Date:
31st January 2016
Responsible to:
King Richard III Visitor Centre Director
Overall Purpose of this Post:
 The Visitor Services Manager is responsible for the management and development of all visitor services
and operational activities in the Visitor Centre to ensure the delivery of an exceptional visitor experience,
including the implementation of the Visitor Centre’s retail activities.
Main Objectives
 To take day-to-day operational responsibility for the visitor experience across the whole Visitor Centre.
 To develop a thorough knowledge of the Visitor Centre, the story it tells, the exhibitions, the facilities, and
commercial services to ensure the Visitor Centre is efficiently managed to deliver the standards and
targets expected of a world class visitor attraction.
 To oversee the planning and selection of a range of products to sell in the shop, regularly reviewing sales
performance indicators to ensure products meet customer demand and maximise the profitability of the
retail offer.
 As a member of the Visitor Centre Management Team, to work closely with the Visitor Centre Director in
the delivery of the Trust’s vision, business plan, and wider strategic objectives.
Management
 To manage, motivate, and develop the Visitor Services Team to deliver the highest standard of customer
care to all visitors at all times.
 To ensure appropriate levels of staffing are established and maintained at all times to deliver an
exceptional visitor experience, making sure that the Visitor Centre teams have a clear understanding of
their roles and responsibilities and are ready and able to operate in a professional, friendly, and efficient
manner.
 To manage a volunteer programme that includes recruitment, training and motivation of volunteers to
deliver excellent visitor focused services.
 As a member of the Visitor Centre Management Team, to develop and deliver a commercial approach to
the running of the Visitor Centre including the commercial growth of the retail and café operations, and
events and functions, with suggested strategies to maximise commercial opportunities and increase
revenue streams.
Operational Management
 To act as Duty Manager and key holder to ensure the Visitor Centre is opened and locked in accordance
with the operational and security procedures and to suit the demands of the business.
 To manage and develop the performance of direct reports by holding regular reviews, giving feedback,
and implementing relevant training where appropriate.
 To be responsible for the presentation of the premises ensuring that high standards are maintained at all
times.
 To manage supplier and contractor relationships and monitor performance ensuring goods and services
conform to the contract requirements.
 Ensure that appropriate financial and cash handling procedures and controls are in place at all times, and
that a full audit trail is maintained and available for inspection.
 To manage budgets for areas of responsibility and provide regular reports to the Director on performance
and any variations to the budget.
 Work with the Visitor Centre Director and Management Team in the setting of annual revenue and
overhead budgets for areas of responsibility.
Health & Safety
 To work closely with the Visitor Centre Director and the Management Team to ensure the safety of all
visitors whilst on the premises.
 To conduct checks under the Health and Safety at Work Act 1974 to ensure a safe working environment
throughout the premises.
 Ensure all Health & Safety policies and procedures for the Visitor Centre are understood and adhered to.
 To ensure that the necessary risk assessments, accident and incident reports, and routine inspections in
relation to public areas are completed, logged, and communicated as required.
 To ensure that all staff are fully trained in fire safety and emergency procedures, including evacuation
procedure.
 Act as a designated first aider, and ensure that there is an appropriate level of first aid cover across the
teams and that the relevant first aid kits are kept stocked.