Visitor Services Supervisor Visitor & Commercial Operations Manager / Interim Head of Operations DATE JD PREPARED: October 2012.

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1 JOB DESCRIPTION JOB TITLE: REPORTS TO: Visitor Services Supervisor Visitor & Commercial Operations Manager / Interim Head of Operations DATE JD PREPARED: October Revised June JOB PURPOSE The post holder(s) will be responsible to the VCOM for ensuring the smooth and efficient running of all front of house activity during public opening hours. The post holder will ensure an excellent quality of visitor experience, leading and motivating a team of Visitor Services Assistants and Visitor Experience Volunteers and support the full offer at The Hepworth Wakefield including commercial activity. This role assists the VCOM to ensure legal compliance and good practice across areas including Licensing, Health & Safety, Security, Finance and Data Protection. They will lead on communicating and implementing operational processes and procedures to all Visitor Services staff. The VSS will play a primary role working across the organisation in planning the operational delivery of large scale and high profile events including regular exhibition launches. 2. DIMENSIONS Staff Line management support to approx. 20 Visitor Services staff. Supervisory support to Volunteers and Senior Visitor Services Assistants. Additional Manage staffing within agreed budgets. Some responsibility for special project budgets as and when required. The VSS supports all visitor operations across 10 galleries, Information Desk and events spaces including a 125 capacity auditorium and Learning Centre. Public operation is 6 out of 7 days with additional openings to support special and seasonal activity. The post holder will work on a rota basis 5 days out of 7 including public holidays, 3. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED weekends and late nights. Knowledge Principles of and commitment to the importance of great customer service. Excellent IT skills, able to use Microsoft Office software (Word, Excel and Outlook) with confidence and accuracy. Knowledge of other software packages including EPOS, event / ticket booking and Customer Relationship Management software.

2 Knowledge of personnel procedures and practises. Commercial awareness, able to support profit driven activity. Knowledge of the importance of Health and Safety and Security as it affects a public building and a good understanding of practise and principles of effective H&S Management. Awareness of DDA and Equal Opportunities legislation as it affects a public building. Appreciation of regional, national and international artists and an interest in the visual arts. Understanding of the principles of project management in particular planning large scale events in a public environment. Skills / Attributes Highly diplomatic, able to handle customer complaints in a calm, courteous and confident manner. Able to show good judgement; work well under pressure maintaining a cool, efficient and professional demeanour. Well-developed written and verbal communication skills, including telephone manner. Good numeracy and literacy skills. People management ability with strength of personality and well developed soft skills. A good eye for detail and excellent presentation skills. Self-motivated, energetic and able to work independently and reliably with minimal supervision. A team player, able to work flexibly and positively with others. Commitment to providing a high level of service to customers. Commitment to meeting and exceeding operational compliancy including H&S, Security and Licensing. Motivational and leadership skills including a thorough understanding of performance management practise. Commitment to on-going personal development and development of the Visitor Services team. A confident communicator able to interpret complex ideas to a varied audience. An up to date First Aid certificate and / or Personal License holder or previous training or commitment to training towards both areas in the first 6 months of appointment. Experience At least 2 years proven supervisory experience in a busy customer focused operation. Experience of a working in a customer facing role in a visitor attraction or artistic environment. Experience of a multi skilled post. Experience of planning and delivering events. Experience of handling financial transactions including cash and electronic payments. Proven experience of working successfully within given budgets. Experience in one or more of the following; ticketing and box office operation, event planning and delivery, licensed retail, retail, catering / hospitality. Proven experience of devising and operating staff rotas to agreed budgets. Experience of one of the following; gallery invigilation, ushering or stewarding, ideally in a visual arts or museums environment. Experience of developing and delivering training in a confident and succinct manner. Proven experience of personnel management / supervision including performance management, managing attendance and sickness records. Proven experience of undertaking operational procedures relating to H&S including, but not limited to, Risk Assessments, Accident & Incident investigation, Method Statements.

3 4. KEY RESULT AREAS 1. To be the standard bearer for Visitor Services, leading and motivating the Visitor Services Assistants and volunteers to ensure the delivery of exceptional standards of customer care, ensuring all of the Hepworth s facilities are presented at the highest possible standard including day to day liaison with other visitor service areas including the Café and Shop. 2. To vigilantly ensure the continued health, safety and security of the gallery spaces and wider estate as it affects the visiting public, adhering to operational procedures related to, for example; finance, security and risk management. 3. Work closely with the VCOM to identify and establish efficiencies and improve effectiveness, capturing data and delivering Key Performance Indicators, contributing to regular reviews and updates to operating procedures. 4. Communicate to a range of visitors and staff confidently, fluently and coherently at varying levels of complexity. Ensure complaints are responded to promptly and appropriately implementing improvements as required. 5. To show a flexible approach to duties provide cover across Visitor Services Assistant and Duty Manager duties as required to ensure sufficient levels of cover. 6. To act as Duty Manager (DM) on a rota basis, taking overall responsibility for all visitor safety and security of assets during opening hours, undertaking routine operations in a consistent and professional manner including issuing daily briefings, reporting incidents and information sharing across the VS team. 7. To play a key role in any emergency situation including adhering to all operational procedures, reporting, acting as Incident Controller as required and supporting investigations as directed by senior staff. 8. To remain vigilant at all times and implement agreed procedures to prevent damage to or loss of art works and gallery property and enforce the galleries admissions statement as required ensuring a safe and enjoyable environment for all visitors. 9. Take key responsibility for managing event and group tour bookings and EPOS and payment software systems (Gamma Data) to agreed standards including data capture, report generation and the uploading of content, liaising closely with the Operations Administrator and Finance team to resolve reporting and / or functionality issues. 10. Adhere to all internal procedures accurately and efficiently including but not limited to security, visitor related activity, finance and staff conduct, assisting with any investigation in a timely and accurate manner under the direction of senior staff. 11. Manage and develop staff rotas operating and implementing rota principles to ensure staffing levels meet anticipated visitor attendance as closely as possible whilst operating within agreed budgets. 12. To provide efficient and accurate administrative support for all personnel related data working closely with the Operations Administrator, including but not limited to training, inductions, performance management, payroll and appraisals. 13. Under the guidance of the VCOM develop and sustain the Visitor Services communications and training plan ensuring regular and timely updates are issued that allow all staff to function effectively and consistently. 14. To oversee the operational performance of all Visitor Services Assistants, identifying issues as they arise, such as lateness, absence and general conduct, ensuring performance reporting systems are in place and support conduct improvements. To undertake under guidance from the VCOM any additional processes as they relate to the Hepworth s employment contracts and policies.

4 15. Liaise closely with other depts. to discuss, agree and deliver agreed outcomes of special events and exhibition launches, to ensure operational objectives are shared and driven forwards for the Operations Department on behalf of the VCOM and undertaking event management role as required. 16. Establish and maintain good relations with all other members of staff on the front line of the organisation, the visiting public, artists and all other Hepworth staff. To work collaboratively with other members of the Operations team and other Gallery departments, ensuring visitor needs are met this will include supporting retail, membership and ticketing, exhibitions, events, learning and catering. 5. COMMUNICATIONS AND WORKING RELATIONSHIPS Operational Visitor Services Assistants, Visitor Services Team Leader, Senior Visitor Services Assistant and Volunteers Catering Front of House team Operations Administrator Gallery Technician Retail team Venue Hire Coordinator Finance Officer Other Officers and support staff as applicable Management Deputy Director Visitor & Commercial Operations Manager / Interim Head of Operations Senior Management Team Retail Manager General Catering Manager Other Managers as required External All visiting public including complainants Suppliers and other professional contacts Event clients and related contractors Group tour bookers 6. ADDITIONAL INFORMATION The Visitor Services Supervisor will work closely with the Visitor & Commercial Operations Manager to ensure that The Hepworth Wakefield is a must-visit, must-returnto visitor venue. This is a key role connecting and extending The Hepworth Wakefield s values and brand identity to its audiences. The post holder will work on a rota system to ensure a consistent supervisory presence during operating hours; this will include regular weekend and evening working. You will assist in the day to day management of the visitor environment and act as Duty Manager for at least two out of five days. You will be the eyes and ears of The Hepworth and it is vital that you report on visitor experience and operational issues including Health and Safety and security breaches. You will take a proactive approach to managing standards and presentation of the site, taking a lead in resolving issues around housekeeping and cleanliness, maintaining the aesthetic and professional appearance of the Hepworth Wakefield. You will be responsible for the day to day delivery of visitor services and this will include; gallery invigilation; Information Desk cover; meet and greet; booking, administrating and (where necessary) leading gallery tours; processing event bookings and ticket sales and

5 supporting events such as artist talks, screenings and private hires. You will respond to telephone and enquiries and provide switchboard cover for the organisation as required. You will promote all of the Hepworth s facilities and services including trading activity (the café, shop and private hire business), constantly striving to maximise visitor experience and contributing to the continued viability and sustainability of the Hepworth Wakefield. You will lead on the delivery of all personnel processes including recruitment, inductions, training, payroll and performance management and appraisal processes. You will develop and deliver training material and be required to attend training and development activity accordingly. You will play a key role supporting The Hepworth s licensing and Health and Safety obligations and this will include being a Personal License Holder under the Licensing Act 2003 and a nominated First Aider. You will lead Visitor Service Assistants by example and maintain an excellent level of customer service, time keeping, personal presentation and professional standards at all times. You will undertake projects under the direction of the VCOM as required and such projects may involve budgetary responsibility.

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