Duty Manager at Mary Shelley’s House of Frankenstein

Job Title: Duty Manager
Reporting To: General Manager
Working Hours: Part-time, 2 days per week
Salary: £12.48 per hour
Contract Type: Permanent, Part-Time
Holiday Entitlement: 28 days per annum (pro rata)

Additional Information:

• Required to work 2 weekends per month
• 4 additional weekdays per month, scheduled on a variable rota
• Regular weekend and Bank Holiday shifts on a rota basis
• Some evening work will be required

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Mary Shelley’s House of Frankenstein

Our mission
To create memorable experiences and commercial return by leveraging the legacy of Frankenstein, through exceptional storytelling, driving advocacy, participation and unexpected excitement for our "house guests".

Who we are
Extending over four atmospheric floors in a 300-year-old town house, Mary Shelley’s House of Frankenstein is an award winning, multi-sensory visitor Museum & Escape Rooms where visitors will be immersed in Shelley’s unconventional tragic life and the lasting legacy of her infamous creation.

Bursting with unusual artefacts, ominous soundtracks, bespoke smells and special effects, we also present an 8ft animatronic breathing creature, authentically reproduced for the first time exactly as Mary Shelley described.

The House also features two rooms dedicated to popular culture, an intimate screening room showing the first ever Frankenstein film from 1910, two themed Escape Rooms, two immersive Escape Games and, for the braver visitor, a thrilling horror walkthrough experience in the basement.

Role Purpose
The Duty Manager will be responsible for the day-to-day operation of Mary Shelley’s House of Frankenstein, ensuring an exceptional guest experience while supporting the attraction’s financial and operational performance. Reporting to the General Manager, you will oversee front-of-house operations, lead and support the team on shift, manage staffing levels, and act as a key holder with responsibility for site safety and security. You will ensure full compliance with health and safety legislation, emergency procedures, and company policies at all times.

Who You Are
You are a highly motivated and experienced individual with an abundance of energy, enthusiasm, and a proactive “can-do” attitude. You lead by example, thrive in fast-paced environments, and can confidently manage and inspire a diverse team. Passionate about delivering exceptional guest experiences, you also have strong commercial awareness and the ability to remain calm under pressure, handling operational challenges and conflict with professionalism.

Key responsibilities

• Support the day-to-day smooth running of the attraction, with a primary focus on delivering an outstanding guest experience.
• Supervise and manage attraction staff, including both permanent and zero-hours team members.
• Deliver excellent visitor service while managing any conflicts that may arise.
• Lead, support, and motivate Hosts during shifts, ensuring effective staffing levels and arranging sickness cover where necessary.
• Undertake opening and closing checks, ensuring all operational health and safety procedures are followed, regularly tested (including evacuation procedures), and that all staff are fully compliant in the event of an emergency.
• Act as a designated key holder, responsible for the safety and security of the site.
• Operate and manage the Ticketing System proficiently, ensuring all consumer and third-party bookings are logged accurately and any queries or changes are addressed and communicated with guests within 24 hours.
• Respond to all guest enquiries, bookings, and feedback—both in person and via email—promptly and positively, finding proactive solutions to enhance the guest experience.
• To be a Period Character Host as and when required depending on operational needs. To provide a memorable interactive welcome in the House and deliver a terrifying visitor experience in the Basement, as well as facilitate Escape Room and Escape Game sessions.
• Maintain cleanliness and upkeep of exhibits, public areas, staff rooms, and public toilets to ensure all spaces consistently meet high standards of presentation
• Serve as the appointed First Aid Officer and Fire Marshal during shifts.
• Provide clear, written handovers to the Supervisor and General Manager after each shift.

Personal specification
Essential

• Experience in a supervisory or team leader role within a visitor attraction or similar environment.
• Ability to lead a team and remain composed in a fast-paced, high-pressure setting.
• A motivated individual with enthusiasm, energy, and a passion for customer service, guest interaction, and commercial awareness.
• Excellent communication skills, both written and verbal, combined with an outgoing, positive, and friendly manner.
• Goal-oriented and self-motivated, with a proactive attitude.
• Strong understanding and proven experience in delivering excellent customer care and visitor service.
• Confident handling financial transactions with accuracy and integrity.
• General awareness of health and safety, and site security procedures.
• Flexible and adaptable, with a willingness to take on a variety of duties and tasks as required.
• Proficient in Microsoft Office applications (e.g., Word, Excel, Outlook).
• Availability to work weekends and public holidays as part of a rota system.

Desirable

• Able to prioritise own work and meet deadlines.
• General knowledge of local amenities and attractions.

Other information

• The role requires standing/working for long periods as is necessary.
• The role requires you to wear a uniform and costume which will be provided.
• Ability to access all public areas of the property, which may include stairwells, confined spaces, heights or places with low lighting.
• The role entails reasonable lifting of heavy / bulky objects within published health and safety guidelines on manual handling.
• Shifts may include early opens, lates closes and occasional evening events.

How to apply

Please see more information at Jobs at Mary Shelley's House of Frankenstein, Bath. Please send a letter (of no more than 2 pages) describing how you meet the requirements of the role along with your CV and the completed Equal Opportunities Form. Please send these documents via email to charlotte@houseoffrankenstein.com by 5pm on 22nd August 2025.

Interviews will take place on w/c 1st September 2025 at 37 Gay Street, Bath BA1 2NT.