The Role

The Manager on Duty (MOD) oversees daily operation of SPYSCAPE HQ, monitors visitor engagement, maintains retail standards and security and safety of the site. Areas of oversight include ticketing, retail, frontline staff and point of sales systems. The MOD’s primary role is to provide daily supervision of the frontline staff, including Brand Ambassadors, Cleaners, and Security. This role is responsible for consistent reporting on and improvement of the quality of the visitor experience, ticket sales, retail sales, staffing levels and staff performance.

Responsibilities

• Ensure world-class customer service for all visitors

• Manage all staff onsite to ensure they best represent the SPYSCAPE brand

• Ensure staff are familiar with SPYSCAPE brand, content, experience and product

• Ensure staff actively promote ticketing, experience, retail, and bookstore offerings

• Schedule appropriate staff breaks in accordance with company policies and operational coverage

• Liaise with other departments to ensure opening and closing procedures are properly conducted

• Liaise with finance to ensure cash handling procedures are properly conducted

• Manage incident reporting and follow-up, alerting management of all incidents

• Report on the quality of the visitor experience, ticket sales, staffing levels and staff performance

Experience & Qualifications

• Demonstrated history of motivating staff to drive sales and customer satisfaction

• 2 years of supervisory experience, strongly preferred

• Knowledge of ticketing, CRM or POS systems

• Experience working in a fast-paced environment

• Demonstrated ability to work within a dynamic team

• Ability to work a variable schedule including holidays, nights and weekends

• Strong written and verbal communication skills

Personal Attributes

• Highly articulate with ability to follow verbal and written instructions

• Capable of trouble-shooting while working under pressure

• Capable of comfortably lifting 30 lbs

• Comfortable being on your feet for long stretches of time

• Highly detail-oriented

• Highly collaborative – team player

• Highly-organized, diligent and an efficient multi-tasker

• Self-motivated, positive and keen to learn

• Flexible – willing to adapt to different working styles

• Ability to work independently and proactively

• Self-confident & enthusiastic

• Polite & respectful

• Yes-motivated

• Solution-oriented

• Courteous & hospitable

• Authentic & trustworthy

• Proud & Passionate

• Empathetic & warm