Job Description
Job Title: Head of Visitor Experience (Temporary post – parental leave cover)
Grade/Salary: £28,000
Location: All Lakeland Arts sites
Reporting to: Director, Finance & Operations (DFO)
Line Management: Visitor Experience Coordinators, Administrative Assistant, Catering Manager, Retail
Manager, Caretakers, Reception and Catering Teams and Cleaners
Purpose and key objectives
The Head of Visitor Experience will lead the visitor experience team and ensure visitor experience is of the
highest standard and is consistent across all Lakeland Arts (LA) sites and that the organisation cares for
and meets the expectations of visitors. The post holder is responsible for managing visitor services and
trading activities and oversees Health & Safety and Fire Safety. The post holder is a member of the Senior
Leadership Team and, with the CEO and other members of SLT, is responsible for developing and
delivering LA’s strategic and business planning.
This post reports to the DFO and manages a team comprising Visitor Experience Coordinators, Admin
Assistant, Catering Manager, Retail Manager, Caretakers, Reception and Catering Teams and Cleaners.
The post is for a fixed term of up to 12 months.
Key responsibilities
Visitor Services
1.
Oversee implementation of high standards of visitor experience, ensuring consistency across all
sites.
2.
Lead the Visitor Services team, ensuring that sufficient cover is in place at all times.
3.
Develop Customer Care and lead implementation.
4.
Oversee the presentation of the sites, both internally and externally to visitors, ensuring high
standards of day to day maintenance and cleanliness.
5.
Ensure retention of VAQAS (Visitor Attraction Quality Assurance Scheme) accreditation for all sites.
6.
Ensure retention of SLDC Scores on the Doors 5 Star accreditation for catering at Abbot Hall and
Blackwell in conjunction with the Catering Manager.
7.
Work with the Director Marketing and Communications to develop visitor information (including
site signage, pricing, Gift Aid, menus).
8.
Oversee the ordering of equipment and supplies for visitor services and ensure this is done in the
most cost effective way.
1
9.
Manage all maintenance and service contracts, and ensuring that their commitments and
obligations are being properly carried out.
10.
With the DFO, procure day to day building and maintenance works as required and ensure that
appropriate staff are in place to assist and monitor work whilst in progress. Ensure minimal effect
on operations as well as ensuring that the safety of staff and visitors is not compromised.
11.
Manage Visitor Experience and Catering arrangements for special events, such as exhibition
openings, lectures, concerts, dinners, etc.
Trading Activities
1.
Develop and oversee delivery of a Business Plan for trading activities.
2.
Oversee, manage and lead development of LA’s retail and catering activities.
3.
Encourage and assist the Retail Manager and Catering Manager in the development of new product
ranges and services.
4.
Report to the LA team on a regular basis on visitor numbers, admission income and trading
income.
Health & Safety and Fire Safety
1.
Develop Health and Safety and Fire Safety Strategy across LA including, the preparation and regular
review of the Health and Safety and Fire Safety Policies.
2.
Carry out risk assessments and consider how risks could be reduced in own areas of responsibility;
oversee for LA.
3.
Recommend changes to working practices that are safe and comply with legislation, where
appropriate.
4.
Outline safe operational procedures which identify and take account of all relevant hazards.
5.
Carry out regular site inspections to check policies and procedures are being properly implemented.
6.
Lead in-house training with managers and employees about health and safety issues and risks.
7.
Ensure adequate records are kept of inspection findings and produce reports to suggest
improvements.
8.
Ensure adequate records are kept of incidents and accidents.
9.
Keep up to date with new legislation and maintain a working knowledge of all the Health and
Safety Executive (HSE) legislation.
HR and personnel
1.
Recruitment, induction and training of all staff managed by the post holder.
2.
Oversee the payment of weekly wages to staff.
3.
Ensuring adequate personnel records are kept for all weekly paid staff.
Senior Management Responsibilities
1.
Contribute to LA’s strategic planning and review.
2.
Contribute to regular Senior Leadership Team meetings.
2
3.
Contribute to the delivery of LA’s business plan, strategic plan and other strategies and plans.
4.
Contribute to the overall success of the organisation, including attracting new audiences and
delivering high quality visitor experience.
5.
Support delivery of LA’s capital development projects.
6.
Support development of LA’s staff teams - carrying out performance appraisals and identifying
training and development needs for staff managed by the post holder.
Leadership and Management
1.
Manage and develop the Visitor Experience Coordinators, Administrative Assistant, Catering
Manager, Retail Manager, Caretakers, Reception and Catering Teams and Cleaners.
2.
Develop and manage budgets delegated to the post holder, and support members of the SLT and
other staff with their budget planning and management.
3.
Develop partnerships which assist LA in developing and delivering its programmes and projects.
4.
Represent LA as required at meetings, events etc.
5.
Contribute to LA training and development.
6.
Contribute to LA’s stakeholder events and other activities to promote LA and involve local
communities, visitors and key stakeholders in LA and its programming.
This job description outlines the principal responsibilities and duties of the post holder. It is not meant to
be, nor is it, an exhaustive list of specific responsibilities and duties. The post holder will be expected to
undertake any other duties which could reasonably be expected as being within the remit of the post and
which arise out of changes of legislation, regulations, orders, rules and working practices, methods and
procedures and reviews, as directed from time to time.
Additional Information
The post is full time, 40 hours per week. Candidates must demonstrate that they can fulfil the
requirements of the post.
The post holder will be required to do some evening and weekend working. As a key member of staff the
post holder will be required for events, particularly those connected with responsibilities of the post.
Lakeland Arts reimburses staff for travel and other expenses within agreed guidelines.
Lakeland Arts is committed to a policy of Equal Opportunities in Employment.
The post holder is responsible for visitor experience at Abbot Hall Art Gallery and the Museum of
Lakeland Life and Industry in Kendal and Blackwell the Arts & Crafts House in Bowness. These are open to
the public throughout the year. The post holder manages trading activities, including the craft shop and
Tea Room at Blackwell, the gallery shop and Coffee House at Abbot Hall Art Gallery and the museum
3
shop at the Museum of Lakeland Life and Industry. Further information about the sites is available at
www.lakelandartstrust.org.uk
Contacts
The post holder will be in contact with a wide range of stakeholders including LA trustees and staff,
directors and staff of galleries and museums, donors, funders and representatives of key organisations
including Arts Council England, Heritage Lottery Fund, and SLDC.
4