Duty Manager

The Jane Austen Centre's aim is 'To inform, entertain, and make every visitor happy.' We are seeking a passionate, enthusiastic, and hard-working Duty Manager who thrives in a busy environment where they will be responsible for the day-to-day running of the attraction.

Key responsibilities and accountabilities:

• As a senior member of staff you are expected to take a share of the responsibility for the management of the Jane Austen Centre (JAC)
• Lead the team of staff of up to 20 staff on any given day, ensuring that all staff deliver the best possible experience to every visitor
• Promote an exemplar visitor experience, working environment, and positive brand image of the JAC at all times
• Drive a positive culture throughout the team, supporting recruitment, training, development, coaching and mentoring staff when necessary
• Ensuring compliance with H&S, fire safety, Health and Hygiene Regulations,first aid legislation and company procedures
• Actively contributing to the financial success of the company, striving to achieve all KPIs, with a particular focus on conversion, SPV, covers, SPH, margin and turnover
• You will be responsible for management of group bookings, review responses (TripAdvisor, Google, GYG, etc.), along with supporting answering general enquiries (Zen Desk, telephone calls and voicemails)

Additional responsibilities:

• Conducting regular inspections or ‘walkarounds’ throughout your shift to ensure the smooth running of the JAC. This will mean setting an example and ‘leading from the front’ in supporting Tea Room, Exhibition, Gift Shop, or any other area of the business throughout the day
• Interacting with customers, addressing their inquiries, and ensuring all staff maintain a high level of customer service
• Being the first point of contact for visitor issues, queries and press enquiries
• Responding to customer feedback on Tripadvisor, Google, Get Your Guide
• Ensuring that the atmosphere in the Tea Room, Gift Shop & Exhibition is welcoming for visitors and for colleagues
• Monitoring sales trends and identifying opportunities to increase revenue
• Actively making our visitors aware of the unique and curated products we have, promoting and upselling when appropriate
• Ensuring the GS and TR are clean, tidy and well stocked/supplied, fully staffed, and merchandised (GS) at all times
• Maintaining order within the stock rooms and all back office areas
• Managing daily operations such as opening and closing, cashing up, POS, and securing the building at the end of the day
• Assisting with a minimum of 2 stock takes throughout the year (GS)
• Responsible for overseeing food preparation, or preparing the food for the day when there are no Tea Room Supervisors available (TR)
• Overseeing daily food ordering, or placing the orders when no Tea Room Supervisors available (TR)
• Setting standards and continuing the excellent reputation of the attraction
• Keeping up to date with local and national tourism trends. Seeking out ‘best practice’, consistently learning and reporting back to your managers and colleagues
• Any other duties that support the the smooth running of the business

The ideal candidate will have a track record of fantastic customer service, staff training, and duty management. While this is very much a hands-on, visitor-facing role, there will be office admin involved. The preferred candidate will have excellent organisational skills and a professional, friendly telephone and email manner.

Job Type: Full-time

Pay: Up to £26,000.00 per year

Ability to commute/relocate:

• Bath: reliably commute or plan to relocate before starting work (required)

Education:

• A-Level or equivalent (required)

Experience:

• Customer service: 3 years (preferred)
• Hospitality: 3 years (preferred)
• Supervising: 2 years (preferred)
• Management: 1 year (preferred)

Work Location: In person

Application deadline: 18/05/2024