Duty Manager

Museum of Illusions; City of Westminster; On-site; GBP 24,000 - 32,000; Full time

Job summary

Museum of Illusions London is looking for a Duty Manager to oversee daily operations and staff on shifts. You will supervise 7–10 museum staff, handle guest requests, resolve issues, and maintain visitor satisfaction while ensuring exhibits operate smoothly.

Weekend availability is required for this full-time role. The position offers hands-on leadership, training of new hires, and adherence to museum rules during busy hours across opening times 9am–11pm.

Qualifications

• Proven work experience as a Receptionist, Front Office/Customer Experience Representative, Sales or similar customer facing role
• Proven work experience as a team lead for at least 5 employees
• Merchandise, inventory, and sales knowledge preferred
• Ability to be resourceful and proactive when issues arise
• Excellent organizational and administrative skills; ability to work under pressure and time-management skills, with the ability to prioritize tasks
• Proficiency in English Language.

Responsibilities

• Manage the 7-10 daily museum staff
• Assign placement positions for daily staffing, to meet operational needs and ensure proper coverage
• Ensure that any daily operations goals are met
• Train and integrate new hires
• Monitor staff and guest satisfaction by being present on the museum floor during operations
• Provide guidance and feedback to employees when needed
• Ensure museum rules, processes and procedures are followed by both employees and guests
• Mediate and/or resolve conflicts between employees when needed
• Providing “first contact” customer service to visitors – answer visitors questions, solve refunds and discount inquiries
• Maintain museum cleanliness during operating hours.

Skills

Customer service

Team leadership

Sales knowledge

Problem solving

Time management

English proficiency

Job description

Location: Museum of Illusions London, United Kingdom

Positions Available: Full Time position - 40 hours/week

Hours: Must be able to work on weekends.

Opening Times: From 9am – 11pm, depending on time of year. The museum is open every day of the year except Christmas Day.

About us

Museum of Illusions is the world's largest and fastest-growing museum chain with 70 locations in 29 countries, and big plans for further expansion. Our original concept was launched in 2015 and quickly became a recognizable global brand and leading attraction in each city where it was launched.

Our young and motivated team is rapidly growing, and we invite you to join us in our mission to bring interactive, immersive, and fun experiences to everyone eager to have their mind blown.

Duty Manager role overview

A Shift supervises overviews both the daily activities and 7-10 museum staff performance during their shift. They are responsible for maximizing customer satisfaction during visits, ensuring the museums’ exhibits are operating as expected, and handling requests or complaints, when needed.

What you would get to do:

• Manage the 7-10 daily museum staff
• Assign placement positions for daily staffing, to meet operational needs and
  ensure proper coverage
• Ensure that any daily operations goals are met
• Train and integrate new hires
• Monitor staff and guest satisfaction by being present on the museum floor
  during operations
• Provide guidance and feedback to employees when needed
• Ensure museum rules, processes and procedures are followed by both
  employees and guests
• Mediate and/or resolve conflicts between employees when needed
• Providing “first contact” customer service to visitors – answer visitors
  questions, solve refunds and discount inquiries
• Maintain museum cleanliness during operating hours.

What you should bring along:

• Proven work experience as a Receptionist, Front Office/Customer Experience
  Representative, Sales or similar customer facing role
• Proven work experience as a team lead for at least 5 employees
• Merchandise, inventory, and sales knowledge preferred
• Ability to be resourceful and proactive when issues arise
• Excellent organizational and administrative skills; ability to work under pressure and time-management skills, with the ability to prioritize tasks
• Proficiency in English Language.

Company Statement: Museum of Illusions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

www.museumofillusions.com