Visitor Experience Assistant

The successful applicant will be responsible for all reception duties both at the National Justice Museum and the City of Caves, delivering an exceptional service to our visitors at all times and meeting key sales targets for Gift Aid, Guide Books and Joint Tickets.

In addition to daytime reception cover, you will be assisting the duty manager or covering for the duty manager at any evening events and functions, such as Murder Mysteries, Escape Rooms, or privately booked Corporate Events

We are open 7 days a week and also evenings for events, so full flexibility is essential for evenings, weekends and School and Bank Holidays.

Responsible to: Visitor Experience Manager

Hours: Zero hours, weekend and evening working expected

Location: National Justice Museum and City of Caves, Nottingham

Contract: Permanent, 6-month probationary period

Rate of pay: £11.44 per hour rising to £12.39 for Duty Management Cover

Main Duties:

• To ensure that the National Justice Museum and City of Caves are open and ready for business by the specified time
• To ensure the smooth running of the front of house areas and the quick and efficient admission of all visitors including group bookings and Education school bookings to the National Justice Museum and/or City of Caves
• To provide an excellent service to all visitors and internal customers
• To ensure targets for Gift Aid, Joint Tickets and Guide books are met and recorded accurately for the VEM.
• To monitor and maintain visitor flow through the opening hours using the Tessitura till and booking system for groups, Education bookings, events and online ticket sales
• To be familiar with all ticket promotions and exhibitions, promoting them where possible
• To provide telephone coverage, take messages and transfer calls as per the organisation’s policy and procedures and respond to answer phone messages at least 3 times a day
• To be responsible for leaflets, guidebooks, tickets, children’s activity sheets and any promotional materials being fully stocked.
• To resolve customer complaints where it is in your ability to do so, be conversant with procedures to escalate when required.
• To deal with all situations in a calm, efficient manner in accordance with Museum policy and procedures including first aid, lost children, health & safety, and lost property
• Ensure all cash handling procedures including opening and end of day procedures are accurate and tidy in line with the organisation’s policy and procedures
• To complete the monthly stock-take at both locations, advising the Visitor Experience Manager of new stock requirements
• To be responsible for maintaining high standards and all housekeeping duties for the reception area at both sites, ensuring a safe, clean and secure environment.
• To be fully accountable for the proper operation of the audio tour equipment, children’s activities, mending faulty handsets or reporting the faults to the General Manager
• To sort mail deliveries and advise if items are urgent to the relevant staff.
• To act as first point of contact for all deliveries and contractors, dealing with the enquiry as quickly as possible (Museum only)
• On occasion to cover Duty Management responsibilities such as opening/locking up, covering lunch breaks and cash management when the Assistant Visitor Experience Manager is unavailable.
• Ensure set up of events and functions meets organisational standards
• Organise and provide service during events and functions
• Any other duties consistent with the level of the post.

Person Specification

Essential:

• Excellent organisational ability and ability to manage own workload
• Excellent interpersonal skills
• Excellent communication skills
• Computer Literate
• Previous experience of working in a customer facing role/receptionist
• Able to work without supervision
• Professional image
• Numerate with a proven ability to balance a till
• Commercially driven, an ability to promote the organisation's services and facilities
• Flexible and able to work weekends and school holidays

Desirable:

• Experience within the leisure and tourism sector
• Current first aid at work certificate
• Supervisory experience

Essential Attributes

• Meeting Customer Needs
• Personal organisation
• Quality Conscious
• Communication both written and verbal
• Managing relationships
• Self-Control
• Drive for Results
• Flexibility

We aim to include everyone’s voice in our programme, as an equal opportunities employer we are eager to develop a workforce that represents the makeup of the city to better represent and learn with our visitors.

This is a rolling advertisement - there is no deadline to apply.

To apply: please drop in a CV and covering letter to the National Justice Museum or alternatively email amy.leggett@nationaljusticemuseum.org.uk

Unfortunately, due to the volume of applications we receive, we will only respond to candidates who have been invited to an interview.

Appointment will be subject to two satisfactory references.