Venue Duty Manager

The Venue Duty Manager is a key role with our visitor team – it provides day-to-day duty management of the venue, events, and activities, contributes to creating an outstanding and inclusive visitor experience at Aviva Studios, and leads a diverse team on the ground that includes Supervisors, Hosts and Volunteers.

You’ll coordinate with a range of other teams including our food and drink, security and cleaning partners – as well as internal teams like Ticketing, Event Management and Producing. The Duty Management team are the operational leads in the venue – you’ll be proactive in ensuring visitor safety, responding to incidents and escalating issues as needed. Working across a rota – you’ll cover both building duty management shifts, as well as shifts managing the visitor-facing aspects of specific events and functions.

In a venue like Aviva Studios, no two events are the same, so our Duty Manager team also plays a role in planning for flexible and adaptable visitor experience. Behind the scenes you’ll also contribute to our management, rota-ing and communications with our host team.

Venue Duty Manager Responsibilities include

• Fulfil the role of Duty Manager in the operational structure of Aviva Studios, working with Supervisors, and other teams in the day-to-day delivery of outstanding and inclusive customer service to all visitors
• Play a leading delivery and decision-making role in the day-to-day operation of Aviva Studios, this may include leading evacuations, completing risk assessments, managing crowd-flow, responding to first aid incidents, monitoring and maintaining the safety and visitors, colleagues and artworks, as well as incident response and management
• Oversee complex visitor operations – often including multiple events of scale taking place simultaneously
• Manage the visitor-facing teams at Aviva Studios. Depending on the day and type of event this may include directly briefing and managing hosts and volunteers, or leading a team who in turn manage hosts and volunteers
• Oversight and on the day management of key visitor-facing functions such as: retail, reception, security, cloakroom, ticket scanning, etc
• Work with Producers and Event Managers to scope and plan operational needs for commercial and creative programming and events
• Work with the wider Duty Management team to embed a positive and proactive team culture
• Play a key role in developing, training and equipping Supervisors, Hosts and Volunteers to contribute to the visitor experience offer at Aviva Studios
• Contribute to our management, rota-ing and communications with our host team
• Champion Equality, Diversity, Inclusion and Accessibility, ensuring Aviva Studios provides a consistent experience to all visitors

Venue Duty Manager Person Specification includes

ESSENTIAL

• Ability to motivate and leads teams of people in the delivery of outstanding experiences/services
• Effective communication skills with the ability to communicate with a broad range of people from different backgrounds
• Demonstrable experience of taking a collaborative approach to their work
• Ability to remain calm under pressure, always retaining an open and approachable manner
• Familiarity with Health & Safety legislation and practical implementation of policies and procedures
• First Aid Qualification or willingness to undertake a First Aid Qualification
• Excellent organisational skills with the ability to manage multiple priorities effectively
• Commitment to championing representation and inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds
• Willing to get take relevant statutory checks eg DBS (Factory International can support with processing and payment)

DESIRABLE

• Previous experience of working within an arts/cultural venue or a customer focused organisation
• Understanding/knowledge of access needs and previous experience of working with access customers
• Previous experience of leading teams of people
• Good IT skills, including proficiency with Microsoft office programs and the ability to pick up systems quickly
• Enthusiasm for training, mentoring and support of emerging talent