Post: Visitor Services Assistant (part-time seasonal)

Department: Visitor Operations

Reporting to: Visitor Operations Manager

Location: Agreed Gallery positions


Job Summary:

Visitor Services Assistants will have a total commitment to customer service, visitor experience and safety. The role also requires high standards of personal presentation and hygiene as well as a positive attitude.

You will be responsible for:
▪ The daily operation of your given gallery or working area;
▪ Overseeing all aspects of opening and closing routines, visitor information, gallery presentation and visitor safety in various locations on site as required.

As a member of the Visitor Operations Team you will:
▪ Help create and provide a friendly, efficient and professional experience to all visitors using the gallery or location in which you are working;
▪ Working closely with other team members and personnel from the Front of House and Catering teams to ensure that the galleries are opened and closed at the designated time;
▪ Provide excellent customer service to ensure the visitor experience is a good one with their expectations exceeded at all times.

To ensure that consistent and accurate information is presented to the visitors at all times in a clean and safe environment and ensuring compliance with Trust policies and legal requirements particularly regarding health and safety.

The role of Visitor Services Assistant can often require outside working in less than pleasant conditions, but the standards expected by both the Trust and the visitors are high regardless of the conditions on the day.

Ensure you have a good knowledge and understanding of the galleries, attractions, exhibitions, catering and retail outlets and any other activities of The Historic Dockyard.

MAIN DUTIES:

1. General requirements of the role
• Be flexible and able to work under pressure.
• Demonstrate the ability to remain cool, calm and collected in dealing with both visitors and staff.
• Able to work alone and as part of a team.
• Up-sell to maximise income.
• Key holders for buildings and galleries.
• Potential for cash handling and adherence to Trust policies in this regard.
• Clear and demonstrable honesty and integrity at all times.
• Meet established high standards set by the Trust management team.
• Supporting the Trust’s programme of annual and specific events.
• Assist, when required, other Visitor Services departments.

2. Educate and inform the visiting public
• Delivering guided tours and gallery content as required.
• Dressed appropriately to the working position.
• Supervising and controlling access to visitor galleries.
• Providing information and advice on the collections.
• Leading family activity activities and demonstrations as required.
• Show excellent customer service skills with a clear focus on customer service and “getting it right” on every occasion of customer interface.

3. Ensure the safety and wellbeing of the visiting public
• Opening and closing galleries in line with established procedures and gallery daily times.
• Being able to carry out the appropriate evacuation procedures as required.
• Providing health and safety advice where necessary.
• Monitoring all working and visitor areas, identifying and reporting hazards.
• Daily ticket checking when working in appropriate positions.
• Clear and concise use of the Trust’s radio system.

4. Maintain a clean and tidy environment in accordance with the cleaning schedules and good housekeeping.
• Carrying out designated cleaning duties in galleries, attractions and allocated external areas.
• Reporting faults and equipment breakdown.
• To ensure the highest standards of personal presentation and hygiene are maintained at all times.

Any other ad hoc duties as directed by the Visitor Services Manager / Duty Managers.

THE HISTORIC DOCKYARD CHATHAM IS AN EQUAL OPPORTUNITIES EMPLOYER