Job description
Job title: Visitor Experience Duty Manager
Salary: £26,653 per annum FTE
Location: Lakeland Arts (Windermere Jetty Museum, Abbot Hall and
Blackwell, Lakeland Museum – currently closed with Windermere
Jetty Museum as a home site)
Report s to : Visitor Experience Manager
Term: Full Time , Permanent
Hours : 37.5 hours, 5 days per week pr edominately Tuesday to
Saturday with flexibility required holiday cover and
occasional evenings
Purpose
This role is responsible for overseeing the daily operations of Lakeland Arts
venues as a key member of the Visitor Experience team. Responsibilities include
ensuring the safe and successful running of our unique cultural venues and
leading visitor experience teams to maintain high standards throughout – from a
warm welcome to a fond farewell, and everything in between.
Acting independently as the on -site Duty Manager, the role oversees all front - of house operations and is integral to maintaining a safe and well - presented
working environment. This includes upholding the highest standards of customer
service and presentation, as well as supporting teams with health, safety,
security, and maintenance -related matters. This role will be based across all
three sites with Windermere Jetty Museum as a home site spending more than
50% of time there.
Key Responsibilities
Leadership and Team Management
- Support, mentor and inspire the Visitor Experience team and volunteers at
Windermere Jetty Museum, ensuring they provide excellent customer service while
embodying and communicating Lakeland Arts’ core values to every visitor.
- Work closely with the Catering Manager to ensure the catering team delivers
exceptional service and maintains high operational standards
- Lead daily briefings and support front of house staff with equipment, training, and
up -to- date information.
- Assist in the development and delivery of induction and training programmes .
- Coordinate team communications to ensure information is shared within the
Visitor Experience team effectively across multiple formats.
Visitor Engagement and Visitor Experience Enhancement
- Work alongside the Visitor Experience Manager to develop and maintain an
engaging and high - quality visitor experience.
- Contribute to continuous improvement by researching best practices, conducting
competitor analysis, and implementing enhancements to the visitor experience.
- Collect and support the analysis of visitor feedback to inform service
improvements.
Operational Management
- Work alongside the other duty managers to coordinate the front desk rotas .
- Support other duty managers to oversee the volunteers including
recruitment, inductions and rotas .
- Liaise with Estates Coordinator and Catering Manager to deal with any
maintenance or equipment issues.
- Act as a key holder, responsible for opening and locking up venues in line with
procedures to ensure the safety and security of our sites and collections.
- Provide break and lunch cover for Visitor Experience and Catering colleagues
and assist them during busy periods or when short -staffed
- Respond to and troubleshoot system or operational failures, escalating or
resolving issues as needed.
- Support the coordination and setup of group visits, room bookings, contractor
visits, and internal meetings.
Health and Safety
- Conduct full site checks to ensure venues are clean, safe, and fully operational,
addressing issues related to health, safety, security, and facilities as they arise.
- Monitor compliance with safety protocols, including accident and incident
management, fire safety, and Legionella control. Escalate emergencies and urgent
issues as appropriate.
- Serve as a trained first aider, fire incident controller, and throw line user, ensuring
the wellbeing of visitors, staff, volunteers, and contractors on site.
Administration
- Ensure secure and compliant cash handling procedures are followed.
- Receive deliveries of post and distribute departmentally
- Receive and process retail deliveries, liaising with the Retail Buyer to ensure items
are correctly priced and displayed.
- Process e- commerce orders, and oversee product labelling and merchandising
to maintain consistent presentation across all sales channels.
- Complete administrative tasks such as printing menus, producing maker information
sheets, compiling daily reports, and maintaining accurate staff time records
via RotaCloud software.
- Liaise with the finance team to manage change orders, donation box collections,
daily banking, and safe counts.
- Undertake any reasonable duties as requested by the Visitor Experience Manager to
support the smooth running of operations.
Additional Requirements
- The post requires flexibility, with regular weekend and bank holiday working and
occasional evening work.
- All duties to be carried out in line with Lakeland Arts’ Health & Safety, Equality and
Environmental policies, with a strong emphasis on sustainability and reducing
environmental impact.
- The postholder will be a Personal License Holder.
- The postholder will be a trained First Aider
This job description outlines the principal responsibilities and duties of the post holder.
It isn’t 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 , 37.5 hours per week working predominantly Tuesday to Saturday with
occasional need for evening and bank holiday working. This role requires frequent travel
between Lakeland Arts sites and occasionally further afield.
The annual leave entitlement for this post is 33 working days (made up of 20 statutory
days, eight Public Bank Holidays and 5 contractual days) per annum. Pro rata for part
time positions.
Lakeland Arts offers an auto enrolment pension scheme as well as a range of
benefits including free entry into partner venues in the UK, free entry into Lakeland
Arts sites for immediate family and discounts in Lakeland Arts shops and cafes.
Lakeland Arts reimburses staff for travel and other expenses within agreed guidelines. The
post holder will be expected to travel efficiently and in a timely manner to and between
Lakeland Arts sites.
Health and Safety
Lakeland Arts offers all employees access to an Employee Assistant Programme as well as
Eye Tests for DSE users . The post holder is required to carry out their duties in accordance
with Lakeland Arts Health and Safety policies and procedures .
Diversity
The postholder is required to always have due regard to equal opportunities, and to work
in a fair and reasonable manner towards all people, ensuring service standards are
maintained for all cultures. Lakeland Arts welcomes applications from people with
protected characteristics and those currently under represented within our workforce
Pay: £26,653.00 per year
Benefits:
- Company pension
- Employee discount
- Store discount
Work Location: In person
