Visitor Experience Lead & Operations

Lightroom KX Limited; Greater London; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

Lightroom is seeking a Duty Manager to lead the Visitor Experience team at our London venue. You will drive guest satisfaction, manage daily operations, and collaborate with all departments to deliver outstanding shows and events.

You will oversee rosters, handle incidents, and ensure safety and security while maintaining presentation standards across the 7-day operation. This role requires flexibility for evenings and weekends.

Qualifications

• Proven leadership experience in managing a service/venue team.
• Strong communication and collaboration across departments.
• Ability to drive operational excellence and safety.
• Commitment to delivering high-quality visitor experiences.
• Flexibility to work weekends and evenings.

Responsibilities

• Drive commercial revenue through ticketing, retail and bar while maintaining efficiency.
• Enhance visitor experience with seamless, high-quality service.
• Cross-department collaboration to meet business goals.
• Operational excellence across daily operations, compliance and presentation.
• Lead and coach a high-performing Visitor Experience team.
• Roster and staffing across 7 days to ensure appropriate levels.
• Monitor attendance, sickness and performance and address issues promptly.
• Ensure safety, security and incident response including emergencies.
• Oversee Bar & Events and Retail operations and drive upsell opportunities.
• Manage the customer journey from booking to show and ensure smooth ticketing.

Skills

Leadership

Customer Service

Team Management

Operations

Communication

Job description

Lightroom is seeking a Duty Manager to lead the Visitor Experience team at our London venue. You will drive guest satisfaction, manage daily operations, and collaborate with all departments to deliver outstanding shows and events.

You will oversee rosters, handle incidents, and ensure safety and security while maintaining presentation standards across the 7-day operation. This role requires flexibility for evenings and weekends.