Duty Manager

Museum of Illusions; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

Museum of Illusions London is seeking a Duty Manager to supervise daily operations and lead a team of 7–10 staff during shifts. You will help maximize guest satisfaction and ensure exhibits run smoothly on site in London.

You will schedule staff, train new hires, manage guest inquiries and conflicts, and uphold museum rules. Weekend availability is essential as the venue operates daily, with varied hours 9am–11pm throughout the year.

Qualifications

• Proven work experience in a reception/front office/customer-facing role.
• Experience as a team lead supervising 5+ staff.
• Strong organizational and administrative abilities; able to work under pressure and meet deadlines.
• Proficiency in English language (written and spoken).

Responsibilities

• Supervise daily activities and 7–10 museum staff during shifts.
• Assign daily staffing placements to meet operational needs and ensure coverage.
• Ensure daily operations goals are met and quality standards maintained.
• Train and integrate new hires into the team.
• Monitor staff and guest satisfaction by being present on the museum floor.
• Provide guidance and feedback to employees when needed.
• Ensure museum rules and procedures are followed by staff and guests.
• Mediate and resolve conflicts between employees when needed.
• Offer first-contact customer service to visitors and handle refunds or discount inquiries.
• Maintain museum cleanliness during operating hours.

Skills

Customer facing

Team leadership

Organizational skills

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 more 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