Visitor Services Assistant

3 months ago

London, United Kingdom Discover Children's Story Centre Full time

**About Discover**:
Discover is the UK’s first Story Centre for children aged 0-11 and their families, based in Stratford, rooted in the borough of Newham, and resonating through east London and beyond. We are an inspirational cultural resource, providing excellent story-based play and learning experiences for all children to support and develop a love of language, literature, and storytelling. At the heart of the centre are our purpose-built Story Worlds and Story Garden which are creative play spaces designed to inspire children’s curiosity, creativity, and imagination.

Our temporary interactive exhibitions immerse families in enchanting, fantastical worlds, often working with popular authors and illustrators. The current exhibition is based on the work of Dapo Adeola and Tolá Okogwu. We also curate a programme of high-quality story-telling events and throughout the year we invite much-loved and up-and-coming authors, illustrators, poets, musicians, artists, and storytellers to run workshops and events. Alongside the offer in our venue, we also deliver an extensive range of activities externally, creating and running programmes or events in schools, libraries, children’s centres, and parks.

**Overview**:
Visitor Services Assistants (VSAs) provide an engaged, friendly and helpful first point of contact for the general public — welcoming schools, families, community groups and any other visitors to enhance their visitor experience.

The role includes working on the reception desk, retail shop and café, as well as hosting internal and external events and assisting the Operations team.

**Responsible to**:

- Duty Managers (overseeing performance monitoring and appraisals)
- Visitor Services Supervisors (day-to-day)

**Specific Responsibilities**:
**Main duties**
- Proactively meet and greet all customers visiting Discover and engage with them in an open, welcoming and friendly manner.
- Sell products and provide services to visitors on the reception, retail shop and café to a high standard.
- Support staff and volunteers in the smooth running of the visitor experience.

**Reception and retail**
- Complete transactions for daily admissions and events via ticketing software over the telephone and in person, to ensure a consistent level of service in a courteous manner.
- Maximise sales from individuals, groups and schools.
- Complete end-of-shift financial and visitor report reconciliations with a high level of accuracy and attention to detail.
- Restock items and ensure storage and display areas are neat and tidy at all times.
- Be informed about the retail products & educational resources in the Retail area, to impart knowledge onto customers.

**Cafe**
- Serve customers in the café, delivering a high standard of service.
- Ensure all areas are clean and presentable at all times, including seating area, equipment and café server.
- Prepare and serve food and beverage items ready for sale, such as sandwiches, coffee and salads.
- Ensure the product range, display areas and counters are nicely presented at all times.
- Restock items and ensure storage areas are neat and tidy at all times.
- Comply with Food Hygiene policy and standards.
- Assist in stock take and reporting as requested.

**Front of house**
- Take responsibility for ensuring the centre is clean, tidy, and presentable, to ensure high presentation and customer service standards.
- Host any activity taking place, including birthday parties; meeting & greeting, ensuring the event is running smoothly, preparing, and clearing the venue space.
- Assist as necessary with hires inside the centre.
- Prepare resources for events, story trail and exhibition activities and marketing materials for various groups of visitors as required.

**General**
- Regularly monitor and inspect all public areas. Assist in maintaining creative spaces resources, cleanliness, and presentation at all times.
- Maintain awareness of all Health, Safety, and Security issues, resolving these when required and reporting to Supervisors where necessary.
- Assist the work of other Discover staff when appropriate.
- Take responsibility for keeping up to date with information about Discover and its programming.
- Work off site at external events when required.
- Attend training and meetings outside of normal shift hours.

**Person Specification**:
**Essential**
- Experience in ticketing, retail, cafe, or Front of House experience, preferably gained in the arts or museums sector.
- Excellent communication and customer service skills.
- A positive work ethic demonstrating reliability, responsibility, and punctuality.
- Ability to work well within a team and demonstrate initiative to resolve issues.
- Experience in cash handling, end of day reconciliation and numeracy skills.
- A positive approach and commitment to the work and values of Discover.
- Weekend availability

**Desirable**
- Experience of electronic till and booking systems.
- An awareness of different learning a

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