Visitor Experience Duty Manager

Southbank Centre; Greater London; On-site; GBP 32,000 - 42,000; Full time

Job summary

Southbank Centre is seeking a Duty Manager to help deliver a world-class guest experience while ensuring the venue remains safe, well maintained and welcoming for visitors and staff. You will oversee event delivery, supervise large teams, and respond promptly to emergencies to protect people and property.

The ideal candidate will have experience in venue management within a busy arts environment, strong leadership skills, and solid knowledge of health and safety regulations.

Qualifications

• Experience in venue management, preferably in a multi-faceted arts environment or performance venue.
• Proven ability to lead and motivate large teams in a fast-paced, audience-focused setting.
• Knowledge of Health and Safety, Fire regulations and holding a Personal Licence.

Responsibilities

• Lead on delivering world-class customer service by being knowledgeable, friendly and efficient.
• Manage multiple events simultaneously across a large site (concerts, outdoor events, free programming).
• In emergencies, take responsibility for public and staff safety and make evacuation decisions if needed.
• Ensure spaces are maintained to the highest standards and escalate issues to relevant teams (signage, layout, cleanliness, toilets, bar, cafe).
• Oversee performance management of team members, including absence management and pastoral care.

Skills

Leadership

Team management

Customer service

Health and safety

Fire regulations

Personal Licence Holder

Job description

This is a unique opportunity to join a team of Duty Managers whose focus is on providing a world class experience to all visitors to Southbank Centre and ensuring our busy site is safe, secure and well maintained. In this role you will reflect Southbank Centre as a friendly and welcoming destination in which to work, perform and visit, providing a pleasurable, accessible, and well organised experience for all visitors and staff., The annual salary stated is based on the Full-Time Equivalent (40 hours per week). If the job is part-time, the weekly hours will be stated within the advert.

• Lead on the delivery of world class customer service by being knowledgeable, friendly and efficient.
• Manage multiple events simultaneously across a large site e.g. concerts, outdoor events, free programming.
• In the event of an emergency, take responsibility for all public and staff, making the decision to stop events and evacuate if necessary.
• Ensure all spaces are maintained to the highest standards, reporting issues to relevant teams for action e.g. signage, furniture layout, cleanliness, toilets, bar and cafe.
• Take responsibility for ongoing performance management of team members as allocated by the senior management team. This includes formal absence management and pastoral care. Experience in venue management preferably in a multi-faceted arts environment or performance venue.
• Demonstrable experience of leading and motivating large teams in a challenging, fast-paced audience focused environment.
• Demonstrable working knowledge of Health and Safety, Fire Regulations and Personal License Holder.
• Committed to constantly provide best service by leading by example and able to adapt their management style to suit different situations.
• Ability to make timely decisions, identify and remove obstacles to make things happen