Operations manager, Visitor Services

Closing date for all applications: 12pm on Wednesday 12 February 2025.  

Salary: £36,275 per annum

Are you a skilled multitasker with a passion for customer service and safety? This could be your next stage.

The Royal Albert Hall is an exciting and energising place to work.  For over 150 years we have been inspiring artists and audiences worldwide with the magic of this iconic building; creating life-enriching, unforgettable experiences for everyone.

We are seeking a highly organised Visitor Services Operations Manager to fulfil a range of event planning, administrative and duty management responsibilities. Your meticulous planning and detailed briefing documents will ensure that our Visitor Services team are able to deliver exceptional levels of service, in a safe environment, with a tailored operational plan for each and every event.  You will look for opportunities to improve the visitor experience for new and returning events.

A key part of this position will be undertaking the role of Duty Manager for a range of events. As one of our Duty Managers, you will have the gravitas and credibility to inspire confidence in others and make informed decisions in high-pressure situations. You will hold responsibility for the safety and welfare of all public, staff, visitors and the building, ensuring that the Hall’s licence conditions, and reputation are upheld. Alongside a strong focus on safety and leadership, the Duty Manager is responsible for ensuring the standard of service offered to all our visitors including both customers and promoters is of the highest quality.

Knowledge, skills and experience

• Demonstrable experience coordinating complex simultaneous events with a strong focus on customer experience and health and safety
• Duty management and/or supervisory experience in a large entertainment venue
• Experience leading customer-facing, large, diverse teams
• Highly organised with ability to manage time effectively between Duty Management shifts and office-oriented responsibilities
• Confident and proven decision-maker in a fast-paced environment
• Ability to forge strong working relationships within a high-pressure environment
• Strong communication and presentation skills
• Ability to respond positively to last-minute changes
• Team player who can lead by example
• Ability to produce concise and factual briefing documents and event reports
• Exceptional record keeping skills
• Ability to absorb information from written documents
• Passionate about improving service standards and a committed focus on customer experience
• Self-motivated and resilient with ability to keep a sense of perspective and humour whilst under pressure

Applicants must be available for a first interview on the week commencing ­­­­­­­17 February 2025.

The Royal Albert Hall is committed to creating a diverse and inclusive environment in which everyone can thrive. We encourage candidates from all cultures and backgrounds to apply.

Please state in your application that you found this role through Creative Access.