Job Description

Role Profile

Role title:

Visitor Services Assistant

Pay:

12.21 per hour

Hours:

16 per week - Thursday, Friday, Saturday plus overtime availability

Reports to:

Visitor Services Team Leader

Role purpose:

To prepare facilities, welcome and admit visitors to RHS Garden Rosemoor ensuring the highest standards of customer service are delivered. To actively promote and sell RHS membership and assist with visitor queries.

Accountabilities

1. To welcome and admit visitors to RHS Garden Rosemoor by either confirming membership status or selling the appropriate ticket ensuring the highest levels of customer service at all times.

2. To actively promote and sell RHS membership to non-member visitors, achieving annual targets set

3. To assist with membership queries in order to promote member loyalty and retention.

4. To ensure accurate recording of visitor categories at the point of entry

5. To deal with customer queries both face to face and by telephone in a knowledgeable and courteous manner by being aware of the various channels of information available.

6. To promote the development of the visitor experience by keeping up to date with current events and activities at RHS Rosemoor.

7. To ensure the visitor facilities are prepared and maintained and leaflet racks are kept tidy and well stocked.

8. To assist coach drivers and group organisers as appropriate.

9. Administer wheelchair bookings and demonstrate the safe use of push wheelchairs and electric mobility vehicles to visitors.

10. To assist with admission of school parties.

11. To meet annual target of 50% of paying customers opting in to the Gift Aid scheme.

12. To prepare the visitor centre for arrivals and closure at the beginning and end of each shift

14. To attend all relevant training

15. To ensure own safety, and the safety of others who may be affected by your actions. Employees must follow instructions and co-operate at all times with their line manager to enable the RHS to meet its legal responsibilities. Employees must stop work if the nature of the situation involves risk of serious injury to any person and must report any hazardous situation or defective equipment to their line manager immediately.

16. Responsibility for ensuring, so far as is reasonably practicable, the health, safety and welfare of their staff and volunteers; and that the activities for which they are responsible do not expose anyone to risks to their health or safety. Specific areas of responsibility include: ensuring staff and volunteers are adequately supervised, trained and provided with adequate instruction and information to carry out their work safely; ensuring that RHS procedures are followed and risk assessments are carried out; and procedures are in place to deal with emergencies.

17. To undertake such other duties as may be reasonably requested of you in the post and department above.

Role requirements

Knowledge, skills and traits

Essential

Outstanding customer service skills

Good standard of education including English and Maths

Basic computer skills

Desirable

Understanding of Membership schemes

Knowledge of charitable organisations and their objectives

Knowledge of the RHS

Experience

Essential

Sales and achieving targets

Working with the general public

Experience of working in a team environment

Desirable

Experience of using a till and taking payments

Experience of working in a visitor attraction

Experience of using a database to retrieve information

Safeguarding

In the process of recruitment, selection and appointment, the RHS implement a range of procedures and actions including criminal record checks to ensure children and vulnerable people are safeguarded and abuse is prevented.

Job Types: Part-time, Permanent

Pay: 12.21 per hour

Expected hours: 16 per week

Benefits:

Discounted or free food Employee discount Flexitime Free parking On-site parking Store discount
Schedule:

Day shift Overtime Weekend availability
Work Location: In person

Reference ID: REQ0003408