About Us
Situated on the world-famous Baker Street, the Sherlock Holmes Museum brings to life the stories of Sherlock Holmes in an immersive Victorian setting. Welcoming visitors from across the globe, the museum offers a unique cultural experience alongside a retail space featuring themed merchandise.
We are committed to delivering a memorable, engaging, and high-quality visitor experience in a historic and internationally recognised setting.
The Role
We are looking for a proactive, confident, and hands-on Museum Supervisor to oversee the daily operation of the museum. This is a fast-paced role where no two days are the same. The successful candidate will lead from the front, support the team across all departments, and ensure visitors receive an exceptional experience from arrival to departure.
This is not a desk-based supervisory role. You will spend the majority of your shift on your feet, moving throughout the museum, supporting admissions, retail, visitor flow, and staff wherever required. We are looking for someone who is happy to roll up their sleeves and assist in every aspect of the operation.
As an international tourist attraction, our busiest period runs from June to August and December, when visitor numbers increase significantly. During these months the museum operates at a very fast pace, and the successful candidate must be able to remain calm under pressure, think quickly, prioritise tasks, and make decisions confidently. Outside of peak season, the pace is more manageable, but maintaining high operational standards remains essential throughout the year.
Key Responsibilities
Operational Leadership
- Carry out full opening and closing procedures, ensuring the museum is prepared for daily operations and secured at the end of each day.
- Prepare the museum for the following day's operations, ensuring all visitor areas are organised, clean, stocked, and ready.
- Act as a key holder and ensure all security and operational procedures are followed.
- Take responsibility for the smooth day-to-day running of the museum.
- Support every department as required, including admissions, retail, queue management, and visitor assistance.
Visitor Experience
- Deliver and maintain an outstanding visitor experience.
- Lead by example with excellent customer service.
- Resolve customer complaints professionally and efficiently.
- Ensure visitors are welcomed in a friendly and engaging manner.
Team Supervision
- Lead, motivate, and support the team throughout the day.
- Produce and manage daily staff rotas using Microsoft Word or similar software.
- Ensure staff understand their responsibilities and maintain high standards.
- Assist with staff training and ongoing performance management.
Admissions & Technology
- Previous experience operating electronic tills (EPOS systems) is essential.
- Be confident using technology, as our admissions, ticketing, cash handling, and payment systems are all technology-based.
- Troubleshoot basic till and payment issues where possible and ensure transactions are processed accurately.
Retail
- Monitor stock levels and assist with weekly stock checks.
- Maintain high merchandising standards.
- Encourage sales through excellent customer engagement and product knowledge.
Standards & Presentation
- Ensure the museum remains clean, organised, and presented to an exceptional standard throughout the day.
- Maintain attention to detail across all visitor areas.
Health & Safety
- Ensure health and safety procedures are followed at all times.
- Take responsibility for the safety of visitors, colleagues, and the historic building.
Person Specification
The successful candidate will have:
- Previous supervisory experience within retail, hospitality, visitor attractions, museums, or a similar customer-facing environment.
- Essential experience operating tills and electronic point-of-sale (EPOS) systems.
- Good understanding of technology and confidence using computer-based systems.
- Excellent leadership and communication skills.
- The ability to work calmly under pressure in a fast-moving environment.
- Strong organisational skills and excellent attention to detail.
- A hands-on attitude with a willingness to help wherever required.
- Confidence making decisions and solving problems quickly.
- Experience creating staff rotas.
- Excellent customer service skills and the ability to deal professionally with challenging situations.
- Flexibility to work weekends, bank holidays, and during peak tourist seasons.
- An interest in history or the Sherlock Holmes stories is desirable but not essential.
Trial Period
Successful shortlisted candidates will be invited to complete a five-day paid trial period. This allows both the candidate and the museum to assess whether the role is the right fit. The trial is fully paid at the agreed rate of pay and provides an opportunity to experience the day-to-day responsibilities of the position before a permanent offer is made.
Additional Information
This is a customer-facing role requiring flexibility, including weekends and peak holiday periods.
Due to the nature of our business, annual leave cannot normally be taken during UK school holidays or our peak season, when visitor numbers are at their highest.
This role is best suited to someone who enjoys being active, thrives in busy environments, can think on their feet, and takes pride in leading by example. If you enjoy working with people and are looking for a varied and rewarding role in one of London's most iconic tourist attractions, we would love to hear from you.
Job Types: Full-time, Permanent
Pay: £15.00 per hour
Benefits:
- Company pension
- Employee discount
- Health & wellbeing programme
- Store discount
Experience:
- Supervising: 2 years (required)
- Till operation: 2 years (required)
Work Location: In person
