Retail Front of House Executive (Duty Manager) Job Description

Retail Front of House Executive (Duty Manager)
Job Description
Major Purpose
To assist in the planning and lead the implementation of the Trust’s Front of House and
retail operations assuring the highest standards of customer service while maximising
income and profitability. In addition acting as one of the team of Duty Managers led by
the Visitor Operations Manager
Reporting to:
The Trading Services Director
Functionally to the Visitor Operations Manager re Duty Management
Responsible for:
Retail/FOH team leaders and staff (to include group, and trade bookings)
Close Liaison with; Hospitality, Event and Group Trade Manager, Visitor Operations
Manager, Duty Manager Visitor, Security and Health and Safety, Assistant Facilities
Manager, Life Long learning Manager, Communications Manager, Food and Beverage
Manager.
Key tasks and responsibilities
• Assist the Trading Services Director to develop targets for FoH sales and retail
profit.
• Assist the Trading Services Director to develop operating budgets designed to
meet quality service standards while maximising profit. Meet or exceed all
operating expectations under your control
• Develop staffing and operating systems capable of responding to peaks and
troughs in demand efficiently and cost effectively
• Develop excellent performance monitoring and reporting procedures that are
timely and responsive enabling quick action to resolve issues or to capitalise on
opportunity.
• Assist the Trading Services Manager to develop product and merchandising
plans meeting the needs of visitors and maximising sales and profit and
minimising risk through managing stock holding carefully. Integrate Chatham
rope and related products into the sales mix.
• Manage the Trust’s Groups, Travel Trade and education bookings function
working closely with the Hospitality, Event and Group Trade Manager
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• Working with team leaders manage the staff to deliver excellent customer service
and sales setting individual targets as appropriate
• Working with the Life Long Learning Manager and Visitor Operations Manager
develop and train the team both in specialist skills and as part of the wider Trust
team
• Demonstrate excellent inter-department communications, leading by example.
Ensure close working relationships with catering, education, visitor services
events and group management.
• Act as Duty Manager for the site on a rota basis reporting to the Visitor Services
Manager in this role. Be SIA trained and licensed as necessary.
• Such other duties as may reasonably be requested
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