Receptionist (Part Time, 20 Hours Per Week)

**Working Pattern**: 20 hours per week, typically Wednesday to Saturday but some flexibility will be required.

**Salary**:£9,880 per annum

**About the Role**

The Receptionist role at Brooklands Museum is a key contributor to the smooth running of the site, as Reception is often the ‘go to’ place for visitors seeking information or assistance.

Based at the Visitor Information Desk in the Clubhouse, at the centre of the Museum site, you will be in a fast-paced environment where good organisational and communication skills, together with the ability to prioritise and multi-task will help you to deliver.

A small team of Receptionists will individually cover the Visitor Information Desk on a rota basis across our seven-day operation.

You will be part of the Visitor Experience Team, reporting to one of our Visitor Experience Officers and will play your part to ensure that the Museum consistently provides a high-quality experience to all.

Brooklands Museum welcomes over 185,000 visitors each year, these are made up of members of the public, Brooklands Members, VIPs, corporate hospitality guests and school groups.

**Key Success Criteria**

Brooklands Commitment ‘Brooklands at its best, every day’ is consistently delivered. You consistently help us to deliver an enjoyable, memorable, and targeted experience for all our visitors in a well presented, fully operational and safe environment.

Providing an efficient, warm, friendly and informative customer focussed reception, administration and information service.

All queries are answered in a timely manner and dealt with personally where possible, referring to the relevant individuals if needed.

All visitor feedback is handled in a calm, professional manner with issues being escalated as appropriate.

Any incidents are handled in line with our Policies and Procedures, with timely escalation to the Duty Manager as needed.

All visitor interactions are of the highest standard and promote the Museum as a leading visitor experience.

You provide an effective handover to your colleague/Security at the end of your shift

You keep yourself up to date with Museum activities, helping to identify any potential issues in a timely manner and reporting them to the Duty Manager or other appropriate member of the Museum team

**Main areas of responsibility**:

- Resource the Museum’s Visitor Information Desk effectively to provide a friendly and professional service to all.
- Provide a warm welcome to all visitors arriving at the Museum for business meetings, corporate functions, hospitality, Members or other events, ensuring that these visitors are announced to the relevant member of the Museum team, visitor passes are issued where appropriate with records including visitor and access logs accurately maintained.
- Signing out keys, ensuring full details of individuals requesting keys and the keys issued are maintained.
- Managing the receipt of post and parcels; receiving and signing for deliveries, mail etc ensuring addressees are notified and packages are stored safely.
- Liaising with other members of the Museum team including the daily Duty Manager to ensure seamless coverage of the Visitor Information Desk and all other on-site activities and to ensure continuity of service to customers.
- Monitoring the site CCTV system and notifying the Duty Manager or responsible person of any incidents or concerns.
- Monitoring and responding to alarms and ensuring any alarm indications are radioed to facilities/property team and the Duty Manager is alerted.
- When the Campbell Gate entrance point is not operational
- Monitoring and managing controlled access to the Museum by operating the electronic security gate, ensuring only authorised people are entering site.
- Selling tickets and collecting gift aid donations to visitors arriving in cars or by foot via the Campbell Gate.
- Making announcements on the PA system and use radios to contact people across the site.
- Operating or assisting those with mobility issues with operating the Clubhouse stairlift.
- Creating, checking and amending bookings, dealing with transactions including but not limited to ticket, merchandise or tour sales. Familiarising yourself with procedures to booking systems, operating tills and credit card machines and taking over-the-phone bookings when necessary.
- Logging and processing lost property including managing the lost property cupboard.
- Supporting the Duty Manager as required with incident management eg. First Aid, lost/found children, calls for ambulances and other emergency services, ensuring they can access site without any problems.
- Keeping the area tidy and well presented.
- Ensuring information is handed over efficiently between other Reception team members to enable a consistent and efficient service.
- Ensuring that you keep up to date with developments in the Museum including changes in our offer, events and activities.
- Undertaking general administration activity includin