Description

Key Responsibilities for the Duty Manager role:

• Manage the day-to-day visitor experience and daily operations of SKATE at Somerset House.
• Be welcoming and attentive to the needs of our visitors, ensuring an exceptional and consistent level of service from the SKATE team.
• Be confident with customer complaint handling in line with Somerset House Policies and Procedures.
• Responsible for the daily operation of the onsite box office (Tessitura ticketing system) including opening and closure procedures, as well as managing any discrepancies that may arise including customer ticketing issues.
• Be the central point of contact for SKATE information, procedures, events and activities, with a good knowledge of all other events onsite.
• Have a clear understanding of the operational requirements of the rink and the importance of managing timeslots, ensuring the best experience for all our visitors.
• Provide clear and consistent leadership to the team of Visitor Experience Assistants, Ice Supervisors, and Ice Marshals.
• Daily brief Visitor Experience Assistants, Ice Supervisors and Ice Marshals on events, essential information and procedures.
• Gather and collate pertinent information to produce effective daily briefing sheets and distribute them to all relevant staff.
• Ensure staff are always punctual and presentable.
• Deal with staff performance issues and/or escalate to a Visitor Experience Manager or other relevant senior manager, if required.
• Edit the rota for any necessary amendments (shift swaps, lateness etc.).
• Work with key stakeholders including security, maintenance, cleaning teams and any third-party providers including bars and shops.
• Attend to visitor enquiries and complaints escalating where appropriate.
• Understand the impact of the rink on the rest of the Somerset House site – take responsibility and ensure a cohesive approach.
• Lead on the opening and closing of the rink.
• Ensure the delivery and smooth running of rink activities, including additional programming such as SKATE Lates, SKATE School, Kids Club, and wheelchair user sessions.
• Carry out other ad-hoc duties in line with the post which may be required.

• Ensure that the Somerset House SKATE event site is safe and secure for our visitors and our staff.
• Maintain a good, up to date knowledge of Somerset House fire, safety and evacuation procedures and lead the evacuation of the ice rink in the event of an emergency.
• Report all incidents and accidents on site to Security and the Visitor Experience Managers or other relevant senior manager.
• Understand and carry out emergency procedures including evacuation in the event of an emergency.
• Lead on and work with the Ice Medic(s) and Security Supervisor(s) to ensure medical provisions are provided where necessary, including managing ambulance use.

• Monitor the appearance of the site and ensure the required standards are upheld.
• Ensure that all staff are wearing the appropriate uniform and are well presented at all times.
• Work with third party partners including bars and shops to maintain the highest standards of presentation across the whole SKATE offering.
• Create temporary signage as required.

Skills, Knowledge and Expertise for the Duty Manager role:

• Experience leading a team to deliver an outstanding visitor experience.
• Knowledge of Health and Safety regulations for both public and staff, and experience of monitoring practices and leading in evacuation training.
• Experience of operational event management.
• A current working knowledge of ticketing systems.
• Experience of liaising and effectively communicating with a wide variety of people.
• Excellent proven customer service skills.
• Flexible in approach to work and hours including evenings, weekends and bank holidays.
• Committed and focused approach to work.
• Must be proactive, with a hands-on approach.
• Innovative approach to problem solving.
• IT literate.
• Have the ability to stay calm under pressure and solve problems quickly and efficiently.

• First aid qualified.
• Tessitura trained.

Benefits

• Access to our external Employee Assistance Programme (CiC) for free 24/7 confidential advice and support, including up to 6 free counselling sessions per year where needed.

• 5% employer pension contributions *as long as criteria met.

About Somerset House Trust