Visitor Services manager

Closing date for all applications: 12 noon on Wednesday 19 February 2025

Salary: £36,275 per annum

First interviews: Will take place the week beginning 24 February 2025

We are seeking an inspirational and organised Visitor Services manager to manage our large and diverse team of customer facing staff within the fast-paced events environment. 

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.

The team comprises of up to 150 Stewards, 16 Supervisors and 4 Duty Stewarding Managers. You will be one of three Visitor Services Managers focusing on the day-to-day management of the team. Your approach will motivate our team to consistently deliver exceptional customer service through strong performance management, delivering engaging training, and an ability to nurture and bring out the best in people.

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

• Extensive experience leading, managing and developing large, diverse teams to deliver excellent customer service and support strategic aims
• Staff performance management experience
• Proven experience of fostering a highperformance culture where encouragement and motivation supports the delivery of exceptional customer service
• Duty management experience or equivalent experience in a comparable organisation
• Strong communication and presentation skills
• Ability to contribute and embrace new ideas to improve procedures and team performance
• Ability to forge strong working relationships within a high-pressure environment
• Clear understanding of health, safety and security best practices in large public venue
• Problem-solving skills
• Excellent interpersonal and influencing skills
• Ability to organise and prioritise workload between Duty Management shifts and office responsibilities
• Excellent IT and Microsoft Office skills
• Ability to absorb information from written documents to inform operational decisionmaking
• Highly organised and detailed with exceptional record keeping and reporting skills

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.