Visitor Experience Assistant

Location:

Newhaven Fort, Fort Road, Newhaven, BN9 9DS

Salary:

up to £8.91 per hour

Closing date:

28/2/2022

Hours:

Casual Hours – To cover peak times and holidays

Summary of Main Duties and Activities

• To take an active leading role in ensuring maximum enjoyment for all visitors, including school groups.
• Actively optimise income generation though promoting merchandise, activities and events at Newhaven Fort, providing operational cover in both the ticket office/shop and café.
• To pro-actively provide information to promote the Fort to the public at all times and to respond positively to visitor enquiries.

Ensuring that the site & its assets are safe & secure in order to keep it a safe and enjoyable place to visit & work.

To assist with a programme of holiday activities that engage, excite and stimulate young people and encourage repeat visits to the Fort.

Reception/Ticket office/Shop

• To provide cover and support in the ticket office/shop as and when required for peak times, short term leave, breaks etc:-
• To answer, promptly, incoming telephone calls.
• To welcome and acclimatise visitors to the Fort.
• To control entry and exit systems.
• To have a basic knowledge of the history of the site in order to be able to answer visitors’ questions.
• To use PA systems for information and control.
• To maintain a clean and tidy reception area and shop.
• To be smartly presented in the Fort uniform at all times.
• To promote the sale of souvenirs in the shop.
• To ensure that the shop is well stocked and items are properly presented to maximise sales
• Responsible for the smooth operation of the till system.
• To encourage visitors to make voluntary donations towards the upkeep of the Fort in accordance with Gift Aid requirements.
• To control and cash up all monies during the session in accordance with the financial regulations.

Café Operations

• To provide cover and support to the café operations at peak times and during leave/breaks:-
• Carry out all operational procedures of the café to the agreed standards
• To assist with catered functions at the Fort as and when required.
• To ensure that the display fridges are fully stocked and in a clean and hygienic condition.
• Maintain daily standards of cleanliness of the café, kitchen, store rooms, seating area and equipment, and report areas for concern to the Supervisor.
• Responsible, while on duty, for the security of the café and its contents.
• To follow financial procedures including the collection of cash.
• Report all deficiencies without delay to the Supervisor.
• Responsible for accurate handling of cash.
• To exercise due care in respect of catering equipment, premises and users in accordance with the Health & Safety at Work Act and Wave Leisure’s Health & Safety Policy.
• To prepare and serve hot and cold food in line with agreed menus ensuring agreed portion control and food hygiene regulations are met at all times
• Notify the Supervisor of any faults or damaged equipment.
• Ensure the Cafe areas are clean, safe and hygienic at all times and that adequate security measures are taken.
• Carry out basic cleaning duties following a check list of what needs to be cleaned, when it needs to be done and with what cleaning materials.

Activity Programmes/Events

• To support in the development and delivery of an exciting programme of family focussed events and activities at the Fort in conjunction with the Visitor Services Officer.

PERSON SPECIFICATION – VISITOR EXPERIENCE ASSISTANT

Disposition (Essential)

• Customer focused
• Driven and Enthusiastic
• Passion for providing exceptional service
• Can do attitude
• Pro-active
• Team Player
• Interpersonal skills

Experience (Desirable)

• Similar work environment

Skills (Essential)

• Excellent communication skills – face to face, telephone. Able to remain calm and professional in challenging circumstances.
• Knowledge of cash till operations and administration of cash returns.

Other (Essential)

• To be flexible to the changing demands of the business.
• Able to react positively to changes in policy and development into new or improved areas of service activity.
• To be able to follow Wave Leisure Trust Policies and Procedures.