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Visitor Experience Manager

Salary: £32,500 per annum
Terms: Permanent Position
Hours: 40 hours average working week over 5 days Monday – Sunday
There is no overtime agreement as part of this contract, but TOIL will be given for hours worked beyond this.
Holiday: 20 days plus bank holidays per annum pro rata
Reports to: Head of Visitor Experience
Responsible for: Supervisors, Hosts

ABOUT LIGHTROOM

Lightroom is a new permanent projection-based arts venue which opened in Kings Cross, London in February 2023. Created through a joint venture between 59 Productions and London Theatre Company, Lightroom creates remarkable artist-led shows for audiences in London and across the world. 

We invite the world’s leading creative minds to use our vast space and revolutionary technology to create something completely new. Launching with collaborations with the much-loved British artist David Hockney (Bigger & Closer (not smaller & further away))  and actor and producer Tom Hanks (The Moonwalkers), Lightroom aims to be the home of stories from the world’s most exciting voices across all disciplines of the arts, music, popular science or beyond.

Lightroom is located in King’s Cross on Lewis Cubitt Square, adjacent to Coal Drops Yard and Central St Martin’s. The innovative showspace was designed by 59 Productions in close collaboration with Haworth Tompkins, who designed the venue as a sister space to the award-winning Bridge Theatre. Along with a generous Foyer and gift shop, the space also contains a bar and seating area in collaboration with St John. In late 2023, Lightroom Seoul opened in the South Korean capital.

ROLE SUMMARY

The Visitor Experience Manager leads our team of hosts, day to day, who work across all aspects of our venue’s offer; access, bar & events, security, shows and retail. This role is part of a team of three full time Visitor Experience Managers who each split their time between leading the Visitor Experience team and providing administrative support across our operation. Each of the Visitor Experience Managers will lead on different areas of responsibility, with support from the other two managers and the wider team.

KEY AREAS OF RESPONSIBILITY

Administration

  • Roster the following teams to ensure appropriate levels of staffing across the 7 day operation: access, bar & events, duty management, floor, retail, stage door and technical 
  • Audit RotaCloud regularly ensuring that information is kept up to date
  • Track and address unauthorised absences, sickness and poor performance.
  • Manage timesheets and attendance for casual staff and complete weekly staffing reconciliation reports
  • Provide reports for casual members of staff to the Payroll team for the 4 weekly payroll
  • Track and approve shift swaps and holidays and manage the offboarding cycle
  • Monitor leave accrual for casual members of staff
  • Review and refine operational procedures
  • Support the onboarding of of new starters / agency staff 

Communication

  • Assess and respond to emails relating to Visitor Experience in the contact inbox
  • Produce a FoH newsletter with updates to develop a strong communication with the wider team
  • Play an active part in recruitment for the department
  • Lead in Access Committee meetings and be an Access advocate for the department 
  • Lead supervisor and team briefings
  • Attend departmental meetings as required

Duty Management

  • Duty Manage the venue as required
  • Lead and motivate the team to deliver an exceptional visitor experience for all
  • Ensure all staff are welcoming, knowledgeable, professional, responsible and commercially focussed
  • Act as key holder, opening and closing the venue as required
  • Carry out a full fire safety check of the entire building at the start of each shift
  • Work with the wider Duty Management / Visitor Experience team to deliver an exceptional visitor experience for all
  • Act as the lead during any building critical incidents; Accidents, Incidents, Evacuation, Invacuation – ensuring best practice is followed at all times
  • Ensure the venue is clean, tidy and maintained at all times, ensuring a welcoming environment for our visitors
  • Ensure equipment across all operational areas is working and report any issues

Events

  • Support the events management team in the planning and delivery of events at Lightroom
  • Support in the planning and delivery of access performances 
  • Develop the wider access offer for our visitors, removing barriers to engagement

Training and Development

  • Lead on training of newly onboarded operational staff 
  • Manage training records for all hosts and supervisors
  • Support the development and delivery of ongoing training for the Visitor Experience team
  • Support in ongoing health and safety training for the wider team
  • Support in ongoing EDI training for the wider team
  • Conduct performance review meetings for members of the casual team when required

PERSON SPECIFICATION

Operations

  • Knowledge and understanding of the operational workings of arts organisations or visitor attractions.
  • Experience of managing customer service teams and related responsibilities
  • Knowledge and understanding of health and safety, relating to a multi-purpose venue
  • Respect for confidentiality and for measures to ensure secure management of all systems, and related information
  • Workload Management
  • Ability to learn new processes, workflows and develop a good understanding of the key requirements and deliverables
  • Track record in delivering consistent quality work, while working with multiple workflows
  • A proactive problem solving approach and ability to troubleshoot
  • Able to work calmly under pressure and deal effectively with the unexpected
  • Ability to exercise critical thinking and improve the service and the departmental procedures

Relationship Management

  • Outstanding communication skills, both verbal and written and an ability to convey complex and detailed information clearly, coherently and in an orderly fashion
  • Ability to lead by example with a high standard of customer care and responsiveness
  • Ability to build positive working relationships with internal and external contacts
  • Ability to build positive working relationships with internal and external contacts
  • Experience of leading multi-disciplinary teams with a diverse range of staff and visitors
  • Experience of team management with the ability to support team development, coaching, feedback reviews and rota management.

Continuous Development / Continuous Improvement

  • Ability to foster a culture of continuous improvement.
  • Commitment to managing own learning and continuous professional development in the role.

HOW TO APPLY

To apply, please submit your CV and Cover Letter via this link HERE, under the advert for this role. Your covering letter should detail how you meet the criteria within the person specification and why you would like to be considered for the role. 

We also kindly request that you fill in an Equal Opportunities Monitoring Form either via this link or the web page. 

Should you wish to reach out for an informal conversation about the nature of the role, please contact our Stage Door team via 0330 500 2148 who will direct your call accordingly. 

DEADLINE FOR APPLICATIONS

Applications for this opportunity will close on 3 February at 12 noon.

Interviews to take place during the week commencing 3 February.

Should you require any special assistance with your application, please reach out via email to recruitment@lightroom.uk or call 0330 500 2148.

We look forward to receiving your application.

We are an equal opportunities employer and value diversity. We encourage applicants from different backgrounds and different experiences.

Apply Here