Visit Lake District
Visitor Experience Duty Manager at Lakeland Arts Lakeland Arts
Visit Lake District, Lakeland, Florida, United States, 33809
Location:
Lakeland Arts (Windermere Jetty Museum | Abbot Hall | Blackwell | Lakeland Museum – currently closed) with Blackwell as a home site, spending over 50% of time there
Reports to: Visitor Experience Manager
Direct reports: Visitor Experience Assistants, Cleaners, Volunteers (Usually home site specific)
______________________________________________________________________________
Purpose & Key Objectives 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.
The role will have Blackwell as their home site, spending over 50% of time at a designated primary site and holding key responsibilities there. All Duty Managers will receive full training at each site and are required to maintain a working knowledge of all three venues. As part of the rota, they will be scheduled at every location at least once per month and provide cover as needed, including during emergencies.
Key Responsibilities Leadership and Team Management
Line manage, mentor and inspire the Visitor Experience (VE) team and volunteers at Blackwell, ensuring they provide excellent customer service while embodying and communicating Lakeland Arts’ core values to every visitor.
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 VE 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 at Blackwell.
Contribute to continuous improvement by researching best practices, conducting competitor analysis, and implementing enhancements to the visitor experience at Blackwell.
Collect and support the analysis of visitor feedback to inform service improvements at Blackwell.
Operational Management
Manage front desk rotas for Blackwell while collaborating with other Duty Managers.
Ensure flexibility and full staffing across all venues
Manage the volunteers at Blackwell, including recruitment, inductions and rotas.
Liaise with Estates and Catering teams 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 Line 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
Person Specification Essential Experience and Knowledge
Experience of working in a similar role in the tourism, heritage, culture, retail or hospitality sectors.
Experience of delivering exceptional levels of customer service.
Experience of recruiting staff, including seasonal staff
Experience supervising and working with a diverse team of staff and volunteers.
An awareness of organisational health and safety including fire safety, COSHH, risk assessments and accident and incident reporting.
Experience of managing day to day venue operations.
Desirable Experience and Knowledge
Experience of working in the heritage or culture sector.
Understanding EPOS systems for use in ticketing, retail and catering
Experience of working with collections and curatorial and / or learning teams.
Line management experience
Skills and Abilities
Great interpersonal and communication skills for customer service and staff management
Ability to effectively manage busy periods on site
Strong problem-solving skills
Organised, self-motivated and able to manage own time
Personal Attributes
Passionate about arts, culture, and heritage.
Flexible, proactive, and able to think on your feet.
A positive attitude and commitment to delivering a world-class visitor experience.
A commitment to inclusivity, accessibility, and diversity in the visitor experience.
Terms and Conditions
Salary: £25,877 per annum
Contract:
Part time, permanent
Working Hours: 30 hours per week, with flexibility required for evening and weekend work
Location:
Hybrid working across all venues
Benefits:
Pension scheme, staff discounts, professional development opportunities
#J-18808-Ljbffr
Purpose & Key Objectives 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.
The role will have Blackwell as their home site, spending over 50% of time at a designated primary site and holding key responsibilities there. All Duty Managers will receive full training at each site and are required to maintain a working knowledge of all three venues. As part of the rota, they will be scheduled at every location at least once per month and provide cover as needed, including during emergencies.
Key Responsibilities Leadership and Team Management
Line manage, mentor and inspire the Visitor Experience (VE) team and volunteers at Blackwell, ensuring they provide excellent customer service while embodying and communicating Lakeland Arts’ core values to every visitor.
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 VE 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 at Blackwell.
Contribute to continuous improvement by researching best practices, conducting competitor analysis, and implementing enhancements to the visitor experience at Blackwell.
Collect and support the analysis of visitor feedback to inform service improvements at Blackwell.
Operational Management
Manage front desk rotas for Blackwell while collaborating with other Duty Managers.
Ensure flexibility and full staffing across all venues
Manage the volunteers at Blackwell, including recruitment, inductions and rotas.
Liaise with Estates and Catering teams 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 Line 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
Person Specification Essential Experience and Knowledge
Experience of working in a similar role in the tourism, heritage, culture, retail or hospitality sectors.
Experience of delivering exceptional levels of customer service.
Experience of recruiting staff, including seasonal staff
Experience supervising and working with a diverse team of staff and volunteers.
An awareness of organisational health and safety including fire safety, COSHH, risk assessments and accident and incident reporting.
Experience of managing day to day venue operations.
Desirable Experience and Knowledge
Experience of working in the heritage or culture sector.
Understanding EPOS systems for use in ticketing, retail and catering
Experience of working with collections and curatorial and / or learning teams.
Line management experience
Skills and Abilities
Great interpersonal and communication skills for customer service and staff management
Ability to effectively manage busy periods on site
Strong problem-solving skills
Organised, self-motivated and able to manage own time
Personal Attributes
Passionate about arts, culture, and heritage.
Flexible, proactive, and able to think on your feet.
A positive attitude and commitment to delivering a world-class visitor experience.
A commitment to inclusivity, accessibility, and diversity in the visitor experience.
Terms and Conditions
Salary: £25,877 per annum
Contract:
Part time, permanent
Working Hours: 30 hours per week, with flexibility required for evening and weekend work
Location:
Hybrid working across all venues
Benefits:
Pension scheme, staff discounts, professional development opportunities
#J-18808-Ljbffr