Matt H. Email & Phone Number

London, Gb

London, United Kingdom

- Responsible for the visitor experience of over 4 million people each year. Leadership of team of 170 staff and 100 volunteers, at the 5th most visited attraction in the UK. - Creation and delivery of the audiences strategy, across the 17 acre site, including Royal Festival Hall, Queen Elizabeth Hall and the Hayward Gallery.- Setting strategic and operational plans for re-opening of Hayward Gallery and Queen Elizabeth hall- Responsible for the welcome and use of the site’s open foyers, balancing the needs of a range of different foyers users and audience groups, including artists, homeless people, street dancers, families, ticket holders, business users and members. - Delivering KPIs relating to visitor facing activity with qualitative and revenue based deliverables- Delivery of a world class visitor journey across all touchpoints- Senior lead of diversity and inclusion, devising and delivering mass recruitment initiatives- Strategic lead on department training and development plan, devising training courses, delivering workshops, and creating talent pipeline projects to upskill and progress entry level staff. - Direct line management and coaching of Senior Visitor Experience Managers - Control of staffing budget of £2 million- Chair of the Access and Inclusion Committee, and lead on Attitude is Everything Charter, achieving Platinum Status (first UK venue). Member of the organisation Safeguarding Committee and deputy safeguarding lead.- Senior leadership on visitor interaction for major events such as Andreas Gursky, Michelle Obama, Hilary Clinton, London Literature Festival, Women of the World, Resident Orchestra Seasons, Imagine Children’s Fesitval, developing strategic visitor and revenue focused initiatives including sold out event

London, United Kingdom

I duty managed Southbank Centre, the UK’s largest arts centre; a 21 acre site home to the Royal Festival Hall, Queen Elizabeth Hall, Purcell Room and the Hayward Gallery. During this time I was responsible for the coordination, design and delivery of training to a team of 120 ticketing and non ticketing hosts. I coordinated the recruitment of Visitor Experience Hosts and Ticketing staff, ensuring staffing needs were covered across all the venues. I managed and supported the team of 15 assistant managers and 150 hosts to ensure a consistently high service was maintained. With the Senior Visitor Services Manager I devised and monitored key performance indicators. I worked specifically with the Learning & Participation department to coordinate the planning of free events in the public spaces. I ensured staff were motivated to give a proactive welcoming service to all customers. I maintained a thorough knowledge of safety procedures, leading staff in their application and training in their use.

London, United Kingdom

"30 young people from across the UK, all of whom had been out of work for at least six months, took up positions at Southbank Centre as part of the government’s Future Jobs Fund. In partnership with SE1 United and New Deal of the Mind the employees, aged between 18 and 24, took up a range of posts, from welcoming visitors to technical, marketing and administrative roles. They were in post for six months for 25 hours a week and were given personalised training, mentoring and support to improve their skills and boost their future employability."I oversaw the Future Jobs Fund project, funded by the Department of Work and Pensions aimed at young people aged 18-24 who had been out of work for nearly a year. I recruited and trained 30 young people for a six month contract working across the site in a range of customer facing and administration roles, in order to enhance the visitor experience.I line managed and mentored the team, developing their skills and boosting their chances of securing long term employment.I devised and delivered two week induction training, and provided continual mentoring and coaching support. I diplomatically managed regular performance matters, and inspired the team to grow in confidence to achieve their career goals. I implemented processes to ensure administrative requirements were met, and liaised will all departments to create weekly rotas. I managed the project budget and provided financial reporting in accordance with the government grant. I worked with internal stakeholders to evaluate the project.

• Jointly responsible for the coordination, design and delivery of training to a team of 120 ticketing and non ticketing hosts.• Managed a team of 120 ticketing and non ticketing hosts. Directly line managed a team of 12 hosts handling all HR related matters.• Ensured staff delivered the highest standards of customer service in the call centre, ticket desks and front of house areas.• Designed new courses in accordance with the continuingly changing needs of the company.• Instructed staff on how to use the Tessitura electronic ticketing system.• Had a fully comprehensive knowledge of every Southbank Centre event, and ensured this information was passed on to staff. Gave continuous training to staff, building on their existing knowledge.• Supported the Visitor Services Manager at all times in the running of the department, including the recruitment of new staff.

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London, United Kingdom

I’m a coach because I really care about people. I have a sincere interest in humans. I help people to make sense of the jumble and get to the heart of what will truly move them forwards. I have a talent for cutting through the noise and helping people to focus on specific goals that will push them up towards achieving their ambitions.I’ve coached professionals in the arts, creative industries, learning, marketing and students. I’ve lived in Europe and the UK and understand from my own experience how tough it can be to stay motivated and keep moving towards achieving the things that will make you happy.In my spare time I work with the LGBTQ+ community to talk through the issues, challenges and worries they face in their daily lives.I trained as a coach with the Development Partnership and hold the ILM qualification in coaching, where I focused on workplace and career coaching. I’m a member of the Association for Coaching UK. I’m also a a Senior Manager in the arts, an experienced training facilitator, and have managed hundreds of people throughout my career.I’m fascinated by human stories and how the mind works, and find nothing more fulfilling than helping someone flourish and achieve their dreams.

London, United Kingdom

London, United Kingdom

Paris Area, France

Bachelor’S Degree, Drama & Theatre Arts, 1St

Education record