Visitor Welcome Assistant

6 months ago

Bardon Mill, United Kingdom Northumberland National Park Authority Full time

Northumberland National Park Authority

Post: Welcome Assistant (Different shift patterns available and opportunity to pick up additional hours on a casual basis)

Department: The Sill

Responsible to: Visitor Services Manager

Responsible for: No direct reports

Workplace The Sill, Walltown Kiosk and off site events and shows

Grade: Band 2 (£11.79 per hour)

**Job Purpose**

To provide a warm, courteous and engaging welcome to all visitors to The Sill: National Landscape Discovery Centre to ensure their maximum enjoyment of their visit. To promote Northumberland National Park, The Sill and the surrounding area. To actively promote the sales of merchandise, local products, gifts and publications with outstanding product knowledge. To actively promote the sale of Sill events.

Key Result Areas:
Support and Advocacy
- Proactively welcome and engage with visitors to the Sill; NLDC in a warm and courteous manner and orientate visitors around the building
- Provide information, inspiration and advice to visitors in order to increase their knowledge and enhance the enjoyment of the National Park and surrounding area and to give a better understanding of the Park
- Help with the day to day running of the centre
- Proactively promote and sell events, car park passes and any other tickets as required
- Actively promote sales of the merchandise, gifts and publications with outstanding product knowledge. Be aware of market trends, sales profits and opportunities. Promote local producers and their businesses.
- Check that all areas are clean, well presented and well maintained at all times, including exhibitions, and that the retail areas are fully stocked, well labelled and clean.
- Work with and supporting volunteers, making sure they have the resources and information they need.
- Inform visitors about accommodation, attractions, events and activities in the area.

Partnership and Liaison
- As part of a team, provide a culture which fosters innovation, creativity, open communication and collaboration throughout the Authority
- Adopt effective and constructive relationships with colleagues, partners and external contacts in order to promote effective partnership arrangements for the delivery of high quality services.
- Monitor and contribute to regular reports for the evaluation of visitor satisfaction in the Northumberland National Park and the National Landscape Discovery Centre.

Other Duties
- May be required to open and close the building, activate and deactivate the alarm systems and assist with evacuation procedures.
- Operate the EPOS till system, process payments, maintain and update accurate financial records complete the end of day cash reconciliation and banking processes as required. Price stock and be aware of the budgets and targets
- Provide advice for customers making selections on purchasing products and choosing events
- Ensure accurate records are maintained regarding the centre operation and compile regular reports for monitoring and evaluation
- Liaise with other sites, Tourist Information Centres & partners and share information re events, transport etc
- Deal with any minor complaints and issues that arise following agreed procedures.
- Participate in training and development and attend relevant courses, exhibitions and any other events as required
- Assist in other events to promote the Northumberland National Park and the Sill
- Maintain appropriate work records to the required authority standards, observing data protection, privacy and confidentiality rules and procedures
- Capture and update client data using our CRM systems in accordance with the authority protocol
- Encourage visitors to donate, sign up to gift aid and recruit to membership
- Assist with room setting, for example moving tables and chairs as required
- May be required to assist with exhibition installation and de-installation
- May be required to invigilate exhibitions
- Proactively support the promotion of equality and inclusion in all areas of work.
- Other comparable duties as may be required.

**Person Specification**

**Essential Requirements**

Qualifications and Knowledge
- Good knowledge and interest in Northumberland National Park and the surrounding area including geography, roads and communications, places of interest & local history.
- Good general level of education with good literacy and numeracy skills including GCSE Mathematics and English Language qualifications to grade C or above, or equivalent qualification.

**Skills**:

- Proven excellent customer care skills with the ability to relate and communicate effectively with a wide range of customers
- Effective IT skills and experience of using IT to achieve work objectives.

Experience
- Recent experience of working in a tourism, retail or similar customer focussed environment including use of a cash register
- Experience of cash handling

Personal Qualities
- Passionate about the Northumberland National Park and the surrounding area.
- Friendly and com

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