Visitor Officer

**JOB DESCRIPTION**

**Post**:
Visitor Officer

**Directorate**:
Commercial Services

**Reporting to**:
Operations Manager

**Job Purpose**:
**Take an active role in the day to day operation in all aspects of the venue (front desk, galleries, café and gift shop), working as part of a team to ensure successful delivery of services to the public.**

Below is a range of tasks you will be required to perform in the role. You will be trained on all aspects, with rotation of duties managed through the staff rota.

**Duties include**:
1. To champion a world class visitor experience at all times and act as a role model for exceptional service.

2. Undertake reception duties, (eg admission of members of the public, dealing with enquiries, process bookings, dealing with retail sales, maintain and monitor records, etc)

1. Work in the Visitor Centre shop actively upselling products, re-stocking shelves and ensuring general up keep of the area.

2. Work in the visitor centre café preparing and serving light meals, snacks, hot and cold beverages.

3. Control stock rotation and manage stock levels in café

4. Manage stock inventory for retail and visitor materials.

5. To proactively encourage donations, take every opportunity to upsell events, café and shop facilities, including corporate events and group bookings.

6. Accurately deliver GTOS Visitor Centre and local visitor information using a range of resources including, on site materials and digital tools.

7. Follow daily cleaning and housekeeping tasks associated with maintaining an excellent customer service experience, including but not limited to; clearing tables and disposing of food waste, washing up, cleaning of equipment, stores, customer toilet checks throughout the day, stairwell and lift clean and clear of any debris, welcome area outside building is clean as well as all public facing areas of the visitor centre.

8. Assist with development of profitable retail operations and excellent customer service.

9. Assist with the proper security of the venue, including key holding duties.

10. In line with legal and operational guidelines, process cash, cheque and card transactions, bank income and complete daily and weekly income records

11. Assist at events including private views, education activities and group visits

12. Undertaking minor maintenance/ repairs as directed to the displays, fixtures and fittings, including replacing light bulbs (where possible), monitoring environmental conditions (where appropriate) and ensuring that all matters of significance are recorded appropriately and reported to the Centre Manager for attention

13. Build and maintain good working relationships with colleagues within the organisation

14. Comply with, and ensure compliance with, all Live Borders policies and procedures

15. Ensure services meet Health and Safety standards established by Live Borders

16. As an employee you must take reasonable care for health and safety of yourself, other employees and anyone else who may be affected by your work activities carried out.

Employees shall work in accordance with policies, procedures, information, instructions and/ or training received

This job description is indicative of the nature and level of responsibility associated with the job. It is not exhaustive and there may be a requirement to undertake such other duties as required.

**Other details**:
Requirement to work out of hours on occasion

Postholder will work 5 days from 7 to suit the requirements of the business

Requirement for PVG/Disclosure check - None.

**PERSON SPECIFICATION**

**EDUCATION**

**Essential**

**Key**

**Desirable**

**Key**

A good all round standard of education

App/ Int

Recognised Customer Care Certificate

App/ Int

**EXPERIENCE**

**Essential**

**Key**

**Desirable**

**Key**

Minimum 1 years’ experience of working with general public

App/ Int

Reception/ Front of House work in a tourism business

App/ Int

Experience cash handling

App/ Int

Sales/ retail experience

App/ Int

Team working

Int /Ref

Keyholding and setting security alarm systems

App/ Int

Foreign language skills

App/ Int

**SKILLS AND KNOWLEDGE**

**Essential**

**Key**

**Desirable**

**Key**

Excellent communication and interpersonal skills

App/ Int

Knowledge of local areas and interest in museums, local history and heritage

Int

Numeracy skills

Int

IT proficient

App/ Int

Willingness to carry out lone working and to comply with a lone working telephone call in system

Int

Ability to work to direction of the Centre Manager

Int

Good timekeeping

Int/ Ref

Ability to contribute confidently in a variety of team settings and work with a wide variety of people and organisations

App/ Int

**Assessed by**:
App. = Application Int. = Interview Ref. = References

T. = Interview Test

**Job Types**: Part-time, Permanent
Part-time hours: 21 per week

**Salary**: £10.90-£11.30 per hour

**Benefits**:

- Cycle to work scheme
- Flexitime
- Gym membership
- L