Assistant Manager (Visitor Experience)
Department: Operations
Responsible to: Visitor Experience Manager
Direct Reports: Visitor Experience Assistants & Volunteers
Contract type: Full time, permanent
Salary:£30,000 [pro rata]
Line manages: Visitor Experience Assistants & Volunteers
ABOUT THIS JOB
The Assistant Visitor Experience Manager supports the delivery of front-of-house, café, and bar operations across Woolwich Works’ day-to-day activity and live events programme. Working closely with the Visitor Experience Manager, you’ll help lead on the smooth and safe running of all public-facing activity, from welcoming audiences and managing volunteers, to overseeing bar service, café operations, and pop-up catering.
This is a highly practical, operational role for someone with experience in both visitor services and hospitality, capable of supervising live event delivery while also managing food and beverage operations to a high commercial and customer service standard.
Is this job for you?
If you’re passionate about creating exceptional experiences for every visitor and thrive in a fast-paced, live events environment, this role could be a perfect fit.
As Assistant Visitor Experience Manager, you'll combine operational know-how with strong leadership skills to help deliver outstanding customer service across performances, the café, bars, and public spaces. You’ll enjoy variety, responsibility, and the chance to make a real impact, from managing day-to-day operations to supporting an enthusiastic team of staff and volunteers. If you’re confident, proactive, and committed to excellence, this is your opportunity to play a key role at Woolwich Works.
RESPONSIBILITIES
Operational Delivery & Duty Management
• Act as Duty Manager, ensuring a seamless visitor experience and coordinating FOH operations on the ground across all functions of Café, Bar, Events and Catering.
• Ensure the café, bar, and front-of-house spaces are ready for service daily and for every event, including opening procedures, pre-event checks, and staff briefings.
• Be responsible for the atmosphere, ambience, and presentation of all visitor-facing areas, maintaining consistently high standards in line with expectations set by the Senior Management Team.
• Supervise the setup and delivery of private catering and pop-up bars or retail areas, working collaboratively with event producers and operations staff.
• Work with the Visitor Experience Manager to ensure accessibility, inclusivity, and positive audience engagement are embedded in the visitor journey.
Hospitality & Retail Oversight
• Support the preparation of food and drinks during busy periods or events and supervise others in line with agreed standards and specifications.
• Ensure food and drink products are delivered to a consistently high quality and in accordance with food safety and hygiene regulations.
• Monitor the presentation, stock levels, and service standards across the café and bars, taking a proactive approach to maintaining retail readiness.
• Take the lead on driving sales, ensuring bar and café teams consistently follow upselling techniques and retail standards.
• Maintain the ambience and environment of all hospitality areas, ensuring a warm, inviting and brand-consistent experience for every visitor.
Staff Supervision & Training
• Support the Visitor Experience Manager in the line management, training, and supervising of Visitor Experience Assistants and Volunteers
• Induct staff in the responsible sale and service of alcohol in accordance with licensing laws and company policy.
• Hold a Personal Licence (or be willing to obtain one) and be responsible for authorising alcohol sales during service periods.
• Foster a professional, welcoming, and supportive working environment that empowers staff and volunteers to deliver excellent service.
Financial & Systems Management
• Assist with cashing up procedures and reconciliation of tills at the end of shifts.
• Support the F&B Manager in the management and maintenance of the EPOS system, ensuring products, prices, and reports are accurate and up to date.
• Be responsible for stock control and ordering of supplies across the bar and café in coordination with the Visitor Experience Manager, ensuring efficiency and minimising wastage or shrinkage.
Customer Service & Issue Resolution
• Be a visible, hands-on presence for visitors and staff during live events and public opening hours.
• Respond to customer queries, complaints, and feedback in a professional and solutions-focused way, escalating to senior managers as required.
General Responsibilities
1. Lead, support and develop the team, fostering a high-performance culture through clear goals, mentoring, and professional development opportunities.
2. Undertake designated responsibilities, such as a First Aider, Fire Marshal or Duty Manager if required and appropriately trained.
3. Ensure full compliance with all relevant legal, licensing, health and safety food safety, safeguarding, and internal policy requirements.
4. Support the development of future talent by welcoming and mentoring work experience placements, interns and apprentices, creating an inclusive and supportive environment.
5. Promote and maintain a safe working environment, following the Trust’s Health and Safety Policy and all other relevant policies, procedures and encouraging others to do the same.
6. Protect the organisation’s data and information assets, ensuring all work complies with the Trust’s data protection policies and the Data Protection Act 2018.
7. Take personal responsibility for ongoing learning, undertaking training and professional development as required to meet the evolving needs of the organisation.
8. Always act in the best interests of the Trust, complying fully with all relevant organisational policies and procedures.
9. Carry out any other duties reasonably expected of the role.
PERSON SPECIFICATION
Essential skills and experience
• Experience in a supervisory role within hospitality, catering, or visitor services in a public-facing, live event or cultural environment.
• Strong working knowledge of food and beverage service, retail operations, and EPOS systems.
• Proven ability to lead teams, train staff, and manage service delivery across multiple areas.
• Understanding of licensing regulations, responsible alcohol service, and health and safety in a hospitality or events setting.
• Confident managing stock, ordering, and cash handling procedures.
• A proactive, customer-first attitude with excellent problem-solving and communication skills.
• Ability to remain calm under pressure and think quickly in live event environments
Desirable skills and experience
• Personal Licence holder (or willingness to obtain).
• First Aid, Fire Marshal or Food Hygiene certification.
• Experience working in a mixed-use or multi-space venue.
• Knowledge of working with systems such as Staff Savvy and Tevalis.
• Knowledge of accessibility and inclusive service practices.