Duty Manager

Museum of Illusions is the world's largest and fastest-growing museum chain with 70 locations in 29 countries, and big plans for further expansion. Our original concept was launched in 2015 and quickly became a recognizable global brand and leading attraction in each city where it was launched.

Our young and motivated team is rapidly growing, and we invite you to join us in our mission to bring interactive, immersive, and fun experiences to everyone eager to have their mind blown.

The Duty Manager oversees the daily activities and performance of the museum team during their shift, maximizing guest satisfaction, ensuring exhibits are operating as expected, and handling requests or complaints as they arise. At Museum of Illusions Manchester, they are also the senior team member on the floor during operating hours and act as the first point of escalation for guests, staff, and incidents, whilst serving as the designated Incident Controller and First Aider for their shift.

• →Act as a responsible key holder for the site, running opening/closing procedures when on duty.
• →Manage daily staffing and positioning to ensure proper floor coverage, upholding exceptional standards at all times.
• →Use POS system to track attendance, resolve booking issues, and support reporting.
• →Maintain museum cleanliness throughout daily operations.
• →Integrate new hires and coach staff on shift.
• →Mediate any conflicts between employees and feedback daily performance to the Guest Service Manager and General Manager through meetings and End of Shift reports.
• →Be present on the floor providing first-contact service, including handling questions, refunds, and discount enquiries.
• →Resolve complaints in real time, upholding all necessary procedures.
• →Act as designated Incident Controller and First Aider and carry out routine Health & Safety checks as required.
• →Report and manage incidents, upholding any compliance required by the General Manager or Guest Service Manager.
• →Support primary and secondary spend targets.
• →Hand over accurately to the next Duty Manager at shift end.

• Proven experience in a customer-facing visitor attraction role and as a team leader.
• Confident decision-maker under pressure, with strong organizational and time-management skills.
• Working knowledge of Health & Safety procedures.
• Flexible availability, including weekends, evenings, and school holidays.

• Merchandise, inventory, and sales knowledge.