JOB DESCRIPTION
JOB TITLE:
REPORTS TO:
DATE PREPARED:
1
Visitor Services Manager
Head of Operations
September 2015
JOB PURPOSE
The Visitor Services Manager (VSM) will champion the experience of every visitor
making THW a ‘must-see’ attraction, acclaimed nationally and loved locally.
The VSM will work with colleagues to shape and manage the visitor experience and to
drive and deliver excellence in customer service via the visitor services tea m so that
visitors get the most out of their visit and are inspired to return. The VSM will also play a
key role in promoting THW membership and developing long term support amongst our
visitors.
The VSM will be responsible for all front of house operations including security, safety and
access and will act as a Duty Manager. The VSM will ensure that opening and closing
procedures are adhered to and that there is adequate staffing cover in the gallery at all
times.
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THE HEPWORTH WAKEFIELD
The Hepworth Wakefield is a major public art gallery that opened in May 2011
to public and critical acclaim. It exhibits Wakefield’s art collection, the Hepworth Family
Gift and the work of major contemporary and 20th century artists. Designed
by David Chipperfield Architects, our ten superb gallery s paces and grounds make
this one of the UK’s largest and most visited galleries outside London, attracting
1.3 million visitors in its first 3 years.
The Hepworth Wakefield comprises ten impressive gallery spaces, four of which are
focussed primarily on temporary exhibitions and six for collection displays. We have the
newly created Clore Learning Centre and a 100 seat auditorium. Additionally, there are
two acres of external gardens and a 600 square metre temporary exhibition space called
The Calder operates in a re-purposed 19th Century industrial mill opposite the gallery.
The Hepworth Wakefield has a very successful visitor experience operation, with over 96%
of visitors rating the staff as ‘good’ or ‘excellent’ every year since the galleries launch in
2011.
The Hepworth Wakefield’s current strategic priorities are:
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To increase and diversify our audience
To increase fundraised and earned income
To maximise current resources and their impact
KEY RESULTS AREAS
Visitor Services
1. Ensure that the visitor services team provides an excellent visitor experience at all
times helping visitors to get the most out of their visit and giving them reasons to return.
2. Ensure that the visitor services team works efficiently and effectively within the galleries
to ensure public safety, security of collections and smooth visitor flow. Ensure that all
public spaces are presented to the highest possible standards at all times.
3. Working with the Head of Operations and the visitor services team identify ways to
develop and improve the visitor offer including promoting THW membership, donations
and driving visitors to the shop and café.
4. Collate and monitor visitor feedback, identifying and reporting on trends.
5. Have full and up to date knowledge of all exhibitions and events and ensure that this
information is communicated to the visitor services team.
6. Ensure professional delivery of the guided tour programme for visitors.
7. Working with the Development & Communications team, develop a strategy for selling
THW membership in the gallery. Set clear targets for the visitor services team and
ensure that they receive appropriate training in order to achieve their targets.
8. Plan, monitor and deliver against all delegated budgets and financial targets.
9. Represent the visitor services team at cross departmental meetings and other planning
meetings as appropriate.
10. Ensure that general enquiries, event and group bookings, and complaints are dealt with
professionally and efficiently.
Leadership and Management
1. Inspire and motivate the visitor services team to ensure that excellent customer service
standards are delivered at all times and all operational requirements are met.
2. Recruit and develop enthusiastic and committed staff and volunteers in order to
achieve team objectives and communicate key messages to visitors.
3. Develop and deliver a training programme for visitor services staff and volunteers
encompassing customer service, gallery knowledge, THW membership, health and
safety, and security.
4. Lead on THW volunteering programme and ensure that volunteering standards are met
across all departments. Ensure that the contribution that volunteers make is
recognised and they have a rewarding experience.
5. Ensure effective communication across the visitor services team through daily briefings,
regular team meetings, training days and other forms of communication.
6. Produce staff and volunteer rotas as required ensuring staffing levels meet operational
and budgetary requirements.
7. Undertake administration for the team including timesheet management.
Health and Safety/Security
1. Act as Duty Manager. Coordinate the Duty Manager rota and ensure adequate cover
at all times. With the Estates Manager, monitor security needs and liaise with the
security contractor.
2. Act as out of hours call-out on a rota system and be a key holder.
3. Ensure that health and safety procedures are adhered to at all times. Be pro-active in
dealing with issues as they arise or reporting concerns immediately to the relevant
person.
4. Take a lead role in and coordinate any emergency evacuations as required following
emergency procedures, ensuring the safety of all visitors at all times.
5. Be a designated first aider undertaking additional training as required.
Other
1. Deputise for the Head of Operations when required.
2. Attend events at THW and externally to represent the gallery and build relationships
with key external stakeholders.
3. Undertake any other duties as reasonably required by the Head of Operations.
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COMMUNICATIONS AND WORKING RELATIONSHIPS
Line Management Responsibility for the following:
– Visitor Services Team Leader(s)
– Visitor Services Assistants
– Gallery Invigilators
– Volunteers
Internal relationships:
– Café Manager and Catering Front of House team
– Estates Team
– Retail Team
– Learning Team
– Programme Team
– Gallery Manager and Technician
– Finance Team
- Development Team
External Stakeholders
– All visiting public
– Event clients
– Group tour bookers
– Operations contractors/suppliers
– Wakefield Council
– THW Trustees
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SUPPORTING INFORMATION
The post holder will act as a Duty Manager ensuring that there is a consistent supervisory
presence in place during operating hours and this will require weekend and evening
working. In addition you may be required to work at events, private views and hire events
with occasional unsociable working hours agreed in advance.
Performing duty management can be a physically demanding task that requires regular
bending, lifting and generally being mobile between gallery floors and buildings.
This role has shared accountability for budgets that include visitor services operational
costs, salaries, and volunteer spending.
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EXPERIENCE, SKILLS AND KNOWLEDGE REQUIRED
EXPERIENCE
ESSENTIAL
At least 2 years management experience in a relevant
discipline e.g. arts, museums, tourism, hospitality, or
heritage sector
Working in a busy (200K plus) visitor focused environment
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Financial management including budgets
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Volunteer management
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DESIRABLE
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Proven experience of generating sales e.g. membership
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Leading visitor tours and/or giving talks
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Event management
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Implementing security procedures
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SKILLS
Well developed management and leadership skills
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Excellent customer service standards
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Organisational and coordinating skills
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Influencing and negotiation skills
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Excellent written and verbal communication skills
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Highly numerate with excellent IT skills; able to use
Microsoft Office software (particularly Excel) with
confidence and accuracy
Hard working, committed and friendly team player
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Able to work well under pressure maintaining a cool,
efficient and professional demeanor
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KNOWLEDGE
Working knowledge of relevant legislation including health
and safety, disability discrimination and equal
opportunities
Interest in and knowledge of the visual arts and
understanding of the aims and objectives of The
Hepworth Wakefield
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