Museum & Tour Supervisor

  • Manchester United FC
  • Manchester, UK
  • 09 Sep, 2021
Full time Customer Service Hospitality Leadership & Management Premier League Stadia & Operations

Job Description

Purpose:       
The main purpose of the role is to oversee the day-to-day operation within the Museum & Tour, ensuring the highest standards of customer service are maintained at all times. Effective planning and management of the customer facing team is essential to ensure forecasted targets are met alongside proactive management of the booking system and dynamic pricing. At the forefront of the operation the Supervisor is to ensure any issues are managed in a timely manner and with a suitable resolution.

The Role:
  • To carry out opening and closing procedures in the Museum and affiliated areas of the business.
  •  Daily reconciliation of safes and floats are completed and reported and recorded accurately.
  • Ensuring that the Seat Geek system is fully functional, and staff are trained to the appropriate level for correct operation.
  •  Managing the tour frequencies in line with daily demand and liaising with the Venue Commercial team around dynamic pricing. Also includes reporting back on the process for continual improvement and optimising the use of the system.
  • Completing daily/weekly/monthly sales and performance reports for senior management and reviewing the data for continued improvement.
  • Planning new ‘daily talks’ with the Curatorial Team considering upcoming fixtures, relevant anniversaries and new exhibition items.
  • Ensure any customer complaints are dealt with promptly and efficiently ensuring that any resulting action or reporting is completed immediately.
  • Assist with the recruitment and selection of customer facing staff where appropriate along with the continual training and development of staff.
  • To promote an environment where staff are encouraged to achieve personal development.
  • Assist in the training and induction process for new members of staff, helping them to achieve the required standard.
  • To ensure company procedures are followed at all times by yourself and the other team members.  Advise and correct when necessary.
  • Liaise with internal departments for Museum & Tour requests ensuring a timely response collecting required information.
  • Work closely with the Red Café and Venue Commercial Department to discuss, plan, and execute special events and promotions
The Person:
  • A minimum of 2 years working in a fast paced, high visitor attraction role
  • Ability to deliver exceptional levels of customer service.
  • Excellent communication skills, Self-motivation, enthusiasm, and ability to work under pressure.
  • Confident, outgoing with high energy.
  • Previous customer service experience.
  • IT literate with a good working knowledge of booking systems
  • Ability to make quick and informed decisions.
MUFC Limited is an Equal Opportunities Employer and recognises the importance of safeguarding children and adults at risk in our workplace.

It is unlawful to employ a person in a UK-based job who does not have permission to live and work in the UK. You should make yourself aware of how immigration laws apply to you before applying for any of our roles.

MUFC positively welcomes and seeks to ensure we achieve diversity in our workforce and that all job applicants and employees receive equal and fair treatment. We encourage applications from all candidates regardless of age, race, gender, gender identity, gender expression, religion, sexual orientation, disability, or nationality.

If you require any reasonable adjustments to support your application and perform at your best, please do not hesitate to contact to make a request; we are here to help.