Role: Duty Manager
Start date: Monday 3rd November (or sooner)
Hours: 40 hrs per week over 5 days on a 7 day rotation
Contract Type: Permanent, Full time
Salary: £30,000 per year
Holidays: 23 days holiday plus bank holidays (pro rata)
Benefits include (on completion of probationary period):
* Friend & Family tickets to Wake The Tiger
* Discount in café and gift shop
* Pension contributions
* Cycle to Work & Climate Perks Scheme
* Access to a range of resources to support your physical and mental health, including access to our Employee Assistance Programme
* Group Life Insurance
* Income protection
* Ongoing development opportunities
Location: Wake the Tiger, 127 Albert Road, Bristol, BS2 0YA
Reporting to: Operations Manager
VISION & VALUES:
INSPIRE - We inspire positive change through awe and amazement.
DISRUPT - We disrupt by taking risks and challenging convention.
BELIEVE - We believe action today can change the world tomorrow.
WHO WE ARE
Wake The Tiger is a radical creative company born in the South West and the visionary force behind the world's first Amazement Park. We fuse immersive art, storytelling, and purpose to create unforgettable experiences that disrupt the norm and ignite transformation.
Our worlds are built to challenge perception, awaken collective imagination, and provoke real change; socially, environmentally, and culturally. We believe wonder is a catalyst, and amazement a tool - not just for escape, but for building a more connected, conscious, and courageous future.
THE ROLE
We are looking for an enthusiastic Duty Manager to join our team in Bristol. The Duty Manager plays a key role in ensuring the smooth day-to-day running of Wake The Tiger, supporting both our visitors and our team. Acting as the senior manager on shift, they are responsible for delivering an exceptional visitor experience, maintaining safety and operational standards and leading by example to motivate and support Front of House staff. This role requires a strong presence on the floor, quick problem-solving and clear communication to ensure that every visitor journey is seamless, engaging and memorable. The Duty Manager oversees the coordination of Front of House operations, responds to incidents and supports staff to deliver the highest level of service in line with Wake The Tiger's values and standards.
All Duty managers are expected to work evening events, so previous experience in event management is required.
KEY RESPONSIBILITIES
Duty Management:
* Overseeing day-to-day operations of the Amazement Park on a rotational basis each week
* Ensuring the park is safe and operational at all times
* Carrying out pre-open checks and getting the staff and building open safely and on time for our visitors
* Cashing up the tills and securing the site at the end of the day
* Troubleshooting and resolving issues and incidents as they arise, reporting outcomes to the Operations Manager
* Maintain a positive presence and good working environment
* Lead in recruitment and training of new Events and FOH staff
* Uphold and enforce company policies & procedures
* Responding to incidents and emergencies in line with company procedures
* Manage the customer service inbox day-to-day
* Point of escalation for visitor feedback
* Day-to-day contractor management
* Ensuring daily and weekly checks are carried out and recorded
* First point of contact for first aids, lost children and other health & safety concerns day to day
Customer Service & Ticketing:
* Delivering customer service and ticketing training to all applicable staff
* Maintaining and delivering excellent customer service, always
* Ensure the tone of voice used in all communications is aligned to Wake The Tiger's vision and beliefs
* Handling complaints in a professional manner and liaising with the Operations Manager to come up with positive solutions for visitor concerns
* Administrator for our ticketing system to make ticket amends, manage refunds and make group bookings (other tasks may apply) and sell tickets in person
SKILLS & ATTRIBUTES
Essential
* At least 1 year experience in managing teams within a hospitality/visitor experience environment
* At least 1 year experience in customer service and delivering training to staff
* At least 1 year experience in event management
* Proficient in Microsoft Office & Google Workspaces
* Ability to pick up using new systems quickly
* Passion for delivering exceptional customer service
* Inclusive and positive team management skills
* Excellent problem-solving skills and ability to work independently
* Ability to work in a fast paced environment, responding calmly and effectively
* Fantastic communication skills across all levels
* Excellent time management and organisational skills
* Ability to multitask & problem-solve effectively
* Aligned to Wake The Tiger's values and mission
* Availability to work regular weekend shifts including some Bank Holidays
* Cash handling
* Flexibility and a can-do attitude
Desirable
* First aid trained
* Evacuation sledge trained
* Experience of managing events
* Experience using Roller, FuseMetrix or other ticketing systems
* Experience managing rotas
DIVERSITY & INCLUSION
At Wake the Tiger, we prioritise inclusive and fair recruitment practices. We value diversity in all its forms and welcome candidates regardless of gender, race, ethnicity, sexual orientation, disability status, age, or religion. We are committed to creating an inclusive workplace where everyone feels valued and respected, so please let us know if you require any reasonable adjustments during the recruitment process.
APPLY
Suitable candidates with equivalent qualifications/skills and more or less experience may apply. Rates of pay and salary ranges are dependent upon your experience, qualifications, and training. You can send your CV and covering letter, detailing specifically why you have the experience and passion to be our newest member of the Wake The Tiger team, to info at
PRIVACY
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Job Types: Full-time, Permanent
Pay: £30,000.00 per year
Benefits:
* Additional leave
* Bereavement leave
* Casual dress
* Company pension
* Cycle to work scheme
* Discounted or free food
* Employee discount
* Health & wellbeing programme
* Life insurance
* Private medical insurance
Experience:
* Customer service: 1 year (required)
* Management: 1 year (required)
* Events management: 1 year (required)
Work Location: In person