WBSJ - Duty Manager, Visitor Service

Your New Role

As a Duty Manager, you will lead Studio Tour operations to deliver an exceptional visitor experience from arrival through departure, ensuring every guest interaction exceeds expectations and encourages repeat visits. You will provide operational leadership across the site, working collaboratively with internal teams, contractors, and stakeholders to maintain the highest standards of customer service, safety, operational readiness, and team engagement. This role plays a critical part in driving service excellence while fostering a safe, inclusive, and visitor-focused environment.

Your Role Accountabilities

• Lead daily Studio Tour operations to ensure exceptional guest experiences, high service standards, and operational readiness across all visitor-facing areas.

• Provide leadership, coaching, and communication to operational teams, including delivering daily briefings, supporting training initiatives, and promoting a culture of continuous improvement.

• Monitor visitor feedback, resolve escalated operational issues, and collaborate with internal departments and external partners to enhance the overall guest experience.

• Maintain compliance with all health, safety, and regulatory requirements through audits, incident reporting, emergency preparedness planning, and adherence to company policies.

• Manage duty management activities, including rota planning, operational reporting, incident escalation, and ensuring adequate leadership coverage across operating hours.

• Build effective relationships with contractors, facilities teams, and business partners to ensure service level agreements and operational objectives are consistently achieved.

• Support ongoing operational enhancements by identifying process improvements, managing agreed expenditure levels, and adapting business continuity plans to meet changing operational needs.

Required:

• Previous supervisory or management experience within a customer-focused environment such as tourism, attractions, leisure, hospitality, heritage, or visitor operations.

• Demonstrated experience working in a fast-paced operational environment with a strong focus on delivering exceptional customer service.

• Strong leadership, communication, problem-solving, and decision-making skills, with the ability to engage effectively with employees, visitors, and stakeholders.

• Ability to prioritize workloads, manage changing business demands, and maintain high operational standards in a dynamic environment.

• Conversational English proficiency and proficiency in Microsoft Office applications.

Preferred:

• Project management experience and knowledge of facilities management or operational support functions.

• Degree-level education (or equivalent combination of qualifications and relevant experience) and/or a recognized training qualification.