Floor Manager

ABOUT THE V&A

The V&A is the world’s leading museum of art and design, housing a permanent collection of over 2.8 million objects, books and archives that span over 5,000 years of human creativity. The museum holds many of the UK’s national collections and houses some of the greatest resources for the study of architecture, furniture, fashion, textiles, photography, sculpture, painting, jewellery, glass, ceramics, book arts, Asian art and design, theatre and performance.

Our mission is to be recognised as the world’s leading museum of art, design and performance, and to enrich people’s lives by promoting research, knowledge and enjoyment of the designed world to the widest possible audience.

V&A East Storehouse is a unique new museum experience opening up the V&A collection to everyone. Go behind-the-scenes to make new discoveries, explore untold stories and share ideas.

ABOUT THE ROLE

This role will be responsible for overseeing the day-to-day front of house, commercial and security operations at Storehouse; ensuring that visitors feel welcome, engaged and safe. This role will manage a team of front of house assistants and will play a key role in defining how V&A East establishes and builds its identity as a leading cultural hub.

KEY RESPONSIBILITIES

• Lead the day-to-day front of house and security operation to ensure that all operational procedures are followed, keeping our staff, visitors and collection safe.
• Line manage, motivate and develop a team of front of house assistants, who will provide the primary visitor welcome across the building.
• Carry out security patrols, lead incident and emergency response procedures, and act as a responsible person for daytime front of house security in the building.
• Duty Management of team responsibilities and rosters; ensuring the safe delivery of an outstanding visitor experience.
• Ensure that V&A East’s values are woven through the entirety of our visitor experience approach.
• Work collaboratively with colleagues across the building to ensure that teams are empowered to achieve and exceed relevant KPIs (for example, in retail).
• Work closely with colleagues from the collections, care & access team, as well as the health, safety & security teams to ensure that our buildings and collections are safe and accessible.
• Work collaboratively with the volunteer manager and volunteer coordinator to support volunteers at V&A East Storehouse.
• Support the Senior Operations Manager (Storehouse), V&A East in the delivery of wider strategic objectives.

CRITERIA

• Experience motivating and managing front of house teams and enjoys supporting their development.
• Understands the relationship between high performing teams and operational success.
• Proven experience in operational management of complex public facing buildings and working in fast-paced environments.
• Works collaboratively across multiple teams – understands the complexities of stakeholder management.
• Confident and clear communicator.
• Can manage multiple work streams and is a skilled, diplomatic problem-solver.
• Exceptionally organised, proactive and able to prioritise.
• Experience and knowledge of health & safety regulations and compliance.
• Willing to learn – there will be a range of training, including SIA training.
• Experience in retail and/or hospitality – understands how strong visitor engagement drives commercial success.
• Shares our Values of Sustainability, Equity, Creativity, Collaboration & Generosity.
• Understands V&A East’s vision, the local environment, target audience, and preferably lives in one of our local boroughs (Hackney, Newham, Tower Hamlets, Waltham Forest).
• Experience of opening a new cultural space or project from planning stage through to business as usual (desirable).

V&A are looking for someone with transferable skills and not necessarily someone with a conventional museum background.

This is a multiple role, V&A are looking to recruit 8.5 FTE positions, (7 full time and 3 part time)

To view the full job description, please click here – > V&A East Storehouse – Floor Manager – Job Description

We occasionally close vacancies early in the event we receive a high volume of applications.

Therefore, we recommend you apply early.