Visitor Experience Assistant

**JOB DESCRIPTION**

**Main Purpose**:
To deliver admissions, retail, and visitor experience services to the highest possible standard.

Delivering exceptional experiences as an extraordinary cultural destination is at the heart of everything we do at the Old Royal Naval College. The Visitor Experience and Retail Team is often the first contact people have with the Old Royal Naval College, and as such, the role is essential for ensuring a warm, engaging welcome, facilitating people to get the best possible experience in their visit, and ensuring we deliver our ambitious target of over £1.8 million income on opening. This role will also work closely with our onsite catering partner to ensure the visitor offer is seamless.

As this role crosses many facets of the Old Royal Naval College, including retail, admissions, and visitor experience, it is highly varied and requires a high-level of initiative, self-motivation, and interpersonal skills.

**RESPONSIBILITIES**

**1. Particular to this post**:
1.1 Engaging with Visitors and Colleagues

1.1.1 Proactively welcome all visitors to the Old Royal Naval College. Emphasis is on providing a warm and engaging welcome that provides information and guidance to enhance the visitor experience.

1.1.2 Actively drive the commercial activity of the ORNC by selling tickets and retail products to customers, endeavouring to create a smooth and simple transaction for all visitors, and to meet revenue targets and KPIs.

1.1.3 Actively encourage donations from visitors

1.1.4 Support visitors to learn and engage with the site through a variety of methods, including using the interactive interpretation tools

1.1.5 Consistently provide a high level of customer care, taking time to understand individual needs, and maintaining an adequate level of training and knowledge to meet these needs.

1.1.6 Answer queries regarding bookings, events and offers, and retail products.

1.1.7 Work with colleagues from other areas of the organisation to support the effective promotion and smooth running of events, school programmes, and other public activities.

1.1.8 Support audience research initiatives and actively encourage visitor feedback.

2.1. Retail and Ticketing Operations

2.1.1 Be responsible for ensuring that all Visitor Welcome and Sales areas are presented to the highest standard, including the Front Desk, Admissions points, Retail areas, and other Public spaces.

2.1.2 Make sales to customers, operating tills competently and confidently.

2.1.3 Ensure that all money, stock, and equipment are handled securely at all times, and in line with agreed procedures. Carry out cashing up twice daily, accurately recording results, and notify the Retail and Admissions Manager of any discrepancies.

2.1.4 Ensure the security of the premises by following set procedures and reporting anything that may compromise the security of assets or people to the Security Team immediately.

2.1.6 Assist in the emergency procedures of the site, including administering first aid, and acting as fire marshals when required.

2.1.8 To follow opening, closing, and cashing up procedures.

2.1.9 Understand and respond to targets and KPIs.

2.1.10 Answer box office enquiries and group booking requests.

2.1.11 Be responsible for the accepting of retail deliveries, checking and recording the receipt of items, and recording discrepancies when required.

2.2. Personal Development and Training
- **Remain up to date in knowledge of visitor offer, retail products, events, and other organisational operations by**:

- Attending morning briefings on days of work
- Attending team meetings and actively participating in discussions
- Reading team newsletters
- Actively participating in individual discussions with the Retail and Admissions Manager and Supervisors
- Attending staff and volunteer briefings. **Maintain a good level of knowledge of the content and interpretation in the Visitor Centre, and a good level of knowledge about the history of the Old Royal Naval College, the World Heritage Site, and Greenwich, in order to provide visitors with this information when required.**:

- Actively engage in development discussions with the Retail and Admissions Manager and seek professional development opportunities in line with agreed goals.

2.3. Other duties
- **Support the ambitions of the Old Royal Naval College by achieving targets and KPIs, and by actively engaging with fundraising campaigns.**:

- Take care of your personal health and safety and that of others and report any health and safety concerns. Ensure proactive compliance with ORNC H&S Policies, including risk assessments as required and implementing safe systems of work.
- Maintain a high level of personal appearance and adhere to the uniform policy of the organisation
- Cover shifts in cases of staff absence or illness.
- Any other duties as reasonably requested by the Manager

**2. In common with all staff**:
2.1 Support the organisation to:

- Make the Old Royal