Vistor Experience Supervisor

Onboarding & Development

• Support new team members through induction and training, ensuring they understand Frameless values, service standards, and safety procedures.
• Actively mentor and coach staff, helping them develop confidence, capability, and a growth mindset.

Reporting

• Great visitor experiences are underpinned by efficient daily administrative duties.
• Your keen eye for detail will be valued as you assist with daily ‘cashing up’ for the ticketing and retail systems and with stock takes, on an as-needed basis.
• You will complete opening and closing checklists and ensure any venue or staffing concerns are communicated appropriately, and it is your natural instinct to see problems resolved to closure.
• As a team-player, you will be happy to assist in the timely completion of any reports as required.

Operational & Administrative Duties

• Support daily operations, including cashing up, stock takes, opening and closing procedures, and incident reporting.
• Manage operational resources (uniforms, radios, devices, etc.)
• Communicate operational updates, staffing needs, and maintenance issues promptly to management.
• Assist with reporting and data accuracy to ensure smooth operational performance.
• Take initiative in identifying and implementing improvements to enhance team efficiency and visitor satisfaction.

Duty Manager Responsibilities

• Act as the senior on-site lead during assigned shifts.
• Take full responsibility for operational decision-making in the absence of senior management.
• Manage incidents, emergencies, and escalations calmly and effectively.
• Ensure adequate staffing levels and redeploy resources as needed.
• Maintain overall accountability for the smooth and safe operation of the attraction.
• Act as the main point of contact for internal teams and external stakeholders during shifts.

What Success Looks Like

• Team Excellence: The Front-of-House team operates with confidence, cohesion, and pride, consistently exceeding service expectations.
• Performance Development: Team members receive regular, constructive feedback and show measurable improvement through performance reviews.
• Visitor Satisfaction: Guests consistently report outstanding, proactive, and memorable experiences that reflect Frameless London’s world-class standards.
• Operational Efficiency: Daily operations, checklists, and administrative tasks are completed accurately and on time, supporting a smooth visitor journey.
• Leadership Impact: The Supervisor is recognized as a dependable, professional, and inspiring leader who embodies Frameless’ creativity, positivity, and pursuit of excellence.

Skills & Experience

• Proven experience in a visitor-focused role, typically this would look like 1-2 years working in a visitor attraction/gallery/museum as an operational supervisor, team leader, or similar.
• Striving for excellence is at the core of how we operate, so demonstrable experience of how you have led by example and inspired those around you is key.
• With your good people skills, you are able to explain how you manage the needs of a diverse range of visitors and colleagues in and around our venue.
• You are a health and safety role model understanding the importance of keeping both your colleagues and the venue’s visitors safe.
• You manage yours, and your team’s time well to ensure a high-quality job is always done.
• You have a growth mindset and are keen to get constructive feedback that helps you improve and develop your career.
• Excellent communicator, fluency in English (both oral and written).
• Competent in MS applications (Word, Excel, PowerPoint, etc.).

Desirable

• Knowledge of venue ticketing or retail.
• People management / line management.
• First Aid at Work certified.