Duty Manager

Moi-London-LLC; Greater London; On-site; GBP 26,000 - 36,000; Full time

Job summary

Museum of Illusions London is seeking a Duty Manager to supervise 7-10 staff during shifts, ensuring excellent guest experiences and overseeing daily operations at our central London location.

You will train new hires, resolve guest inquiries and refunds, maintain venue standards, and guide teams to meet performance goals while upholding museum rules and safety procedures.

Qualifications

• Experience in front-of-house roles or reception is beneficial.
• Experience leading a small team (5+ staff).
• Ability to handle guest inquiries, refunds and discounts with professionalism.

Responsibilities

• Supervise 7-10 staff during shifts and manage daily activities.
• Ensure guest satisfaction and smooth operation of exhibits.
• Train new hires and provide on-the-spot coaching.
• Handle guest inquiries, refunds, and discount questions as first point of contact.
• Maintain cleanliness and adherence to venue rules during operating hours.
• Mediate conflicts and maintain a positive guest experience.

Skills

Customer service

Staff supervision

English proficiency

Conflict resolution

Job description

Location: Museum of Illusions London, United KingdomPositions Available: Full Time position - 40 hours/weekHours: 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 usMuseum 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 overviewA 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 staffAssign placement positions for daily staffing, to meet operational needs andensure proper coverageEnsure that any daily operations goals are metTrain and integrate new hiresMonitor staff and guest satisfaction by being present on the museum floorduring operationsProvide guidance and feedback to employees when neededEnsure museum rules, processes and procedures are followed by bothemployees and guestsMediate and/or resolve conflicts between employees when neededProviding “first contact” customer service to visitors – answer visitorsquestions, solve refunds and discount inquiriesMaintain museum cleanliness during operating hours.What you should bring along:Proven work experience as a Receptionist, Front Office/Customer ExperienceRepresentative, Sales or similar customer facing roleProven work experience as a team lead for at least 5 employeesMerchandise, inventory, and sales knowledge preferredAbility to be resourceful and proactive when issues ariseExcellent organizational and administrative skills; ability to work under pressure and time-management skills, with the ability to prioritize tasks.Proficiency in English LanguageCompany 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