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Reception Administrator

2 weeks ago

Belfast, United Kingdom Blue Arrow Full time

**Hours**: 18.5hrs per week

**Working Times**: 08:30 - 17:30
Temporary

Summary of responsibilities and personal duties

1. To carry out the relevant duties at the Exhibition reception desk on the basis of the rotas developed by the Unit and to provide the highest levels of professionalism and customer care to tourists, visitors, the public, Members of Council and staff.

2. To provide an initial point of contact for visitor queries, most notably in relation to:

- having responsibility for 'meeting and greeting' all visitors;
- acting as a single point of contact for all exhibition and tour enquiries and general visitor enquiries;
- providing general information on the exhibition themes, tours, the City Hall building and other local tourist attractions.

3. To be responsible for the handling and security of cash, cheque, voucher, credit and debit card payments relating to personal sales and transactions, and assisting as required in cashing-up, reconciliation and banking procedures.

4. To be responsible for the issuing, monitoring and control of exhibition headsets and for ensuring that sufficient supplies of headsets are available to meet demand.

5. To keep under review the Exhibition infrastructure and to ensure all of the displays are presentable and that all systems & services are fully functional, and to report any faults promptly to the Team Leaders or management team.

6. To promote retail items for sale such as hiring of multi-lingual headsets, merchandise, souvenir booklets and mobile apps etc with the aim to maximise customer spend in the exhibition area

7. To deal with all reception desk enquiries, including the display, holding and issuing of relevant council information, and as required to issue information on special council events and initiatives.

8. To promote the merchandise areas, including assisting in the display, sale, rotation, replenishment and stock-taking of merchandise.

9. To operate any software and information systems supplied, including the point-of-sale and booking systems.

11. To work in conjunction with tour service to deal with group bookings for the exhibition and tours, including any associated administration or invoicing.

12. Assist in recording all visitors entering and leaving the exhibition and to issue and receive passes using all approved systems provided.

13. To record statistical information and carry out other administrative duties as required.
14. To assist with the wider operations of the Civic HQ Unit as required, including Reception cover, general administration and the provision of a telephone-answering service.

15. To assist in the provision of a range of routine business-related administrative activities including but not restricted to customer support, data input and extraction, compilation of relevant statistical information and general administration tasks as required.

16. To compile and update relevant information on services provided by Belfast City Council and external bodies and provide this on request to tourists, visitors and members of the public.

17. To assist in monitoring customer numbers and behaviour informing the management team of any potential situation or incidents which may require restricting access or the removal of visitors etc.

18. To assist in the emergency evacuation of the area if so required.

19. To report accidents, liaising with AED/First Aid Providers ensuring casualties are assisted quickly and effectively.

20. To maintain a clean and tidy public reception and exhibition area and to liaise as required with the Cleaning and Portering Unit in order to ensure high standards are maintained.

21. To assist with the induction and training of new staff and temporary cover workers on the duties and responsibilities of the post.

22. To carry out any other relevant duties as directed by members of the Civic HQ Management team.

23. To undertake the above duties in such a way as to protect and enhance the reputation and public profile of Belfast City Council.

Essential criteria

Experience

(a) the provision of excellent customer service support in a reception-oriented role to a varied clientele including foreign visitors for whom English is not their first language, and dealing effectively with members of the public - including difficult customers - in person or over the telephone;
(b) experience of ticketing, cash handling, merchandising sales and individual and group bookings;

Special skills and attributes

Applicants must be able to demonstrate, by providing personal and specific examples, evidence of the following special skills and attributes which may be tested at interview:
**Communication skills**: The ability to communicate effectively both orally and in writing with members of the public and internal and external customers.

**Customer care skills**: Good presentational skills and the ability to deal effectively with both internal and external customers including those for whom English is not a first langua