Visitor Services Assistant - Contract Hours

About Discover

Discover Children’s Story Centre is a venue which incorporates literature, immersive play, theatre and storytelling through hands-on and exploratory means for children ages 0-11 years, their families, carers and teachers. Discover is a registered charity, and all proceeds go directly into delivering high quality innovative work. In a standard week we are expecting over 1800 visitors to the centre.

Main Purpose of Position

The Visitor Services Assistant (VSA) will provide an engaged, friendly and helpful first point of contact for the general public. The Assistant will welcome schools, families, community groups and any other visitors to enhance their enjoyable visitor experience.

The role includes working on the Reception desk & Retail shop, on the café, hosting events and assisting the Operations Team. Discover also runs events and projects which take place at different venues around London.

Reports to:

The Operations Manager will oversee performance monitoring and appraisals. Assistants also report to the Visitor Services Supervisors and Café Supervisor.

Specific Responsibilities

Main duties

• Proactively meet and greet all customers visiting Discover and engage with them in an open, welcoming and friendly manner.
• Sell products and provide services to visitors on the Reception, retail shop and café to a high standard.
• Support staff and volunteers in the smooth running of the visitor experience.

Reception & Retail

• Complete transactions for daily admissions and events via ticketing software over the telephone and in person, to ensure a consistent level of service in a courteous manner.
• Maximise sales from individuals, groups and schools.
• Complete end-of-shift financial and visitor report reconciliations with a high level of accuracy and attention to detail.
• Restock items and ensure storage and display areas are neat and tidy at all times.
• Be informed about the retail products & educational resources in the Retail area, to impart knowledge onto customers.

Café

• Serve customers in the café, delivering a high standard of service.
• Ensure all areas are clean and presentable at all times, including seating area, equipment and café server.
• Prepare and serve food and beverage items ready for sale, such as sandwiches, coffee and salads.
• Ensure the product range, display areas and counters are nicely presented at all times.
• Restock items and ensure storage areas are neat and tidy at all times.
• Comply with Food Hygiene policy and standards.
• Assist in stock take and reporting as requested.

Front of House

• Take responsibility for ensuring the centre is clean, tidy and presentable, to ensure high presentation and customer service standards.
• Host any activity taking place, including birthday parties; meeting & greeting, ensuring the event is running smoothly, preparing and clearing the venue space.
• Assist as necessary with hires inside the centre.
• Prepare resources for events, story trail and exhibition activities and marketing materials for various groups of visitors as required.

General

• Regularly monitor and inspect all public areas. Assist in maintaining creative spaces resources, cleanliness and presentation at all times.
• Maintain awareness of all Health, Safety, and Security issues, resolving these when required and reporting to Supervisors where necessary.
• Assist the work of other Discover staff when appropriate.
• Take responsibility for keeping up to date with information about Discover and its programming.
• Work off site at external events when required.
• Attend training and meetings outside of normal shift hours.

Salary/Hours:

Casual Visitor Services Assistants

Contract : 2-4 fixed days on a rota system. Plus ability to pick up casual shifts.

Pay: £12.27 per hour.

Hours: Various shift lengths including:

A 5 hour minimum shift (including a 30 minute unpaid break) to an 8.5 hour day (including a 1 hour unpaid break). Weekend and public holiday availability essential.

Personal Specification

Essential

• Experience in ticketing, retail, cafe or Front of House experience, preferably gained in the arts or museums sector.
• Excellent communication and customer service skills.
• A positive work ethic demonstrating reliability, responsibility and punctuality.
• Ability to work well within a team, and demonstrate initiative to resolve issues.
• Experience in cash handling, end of day reconciliation and numeracy skills.
• A positive approach and commitment to the work and values of Discover.
• Available to work the majority of weekends.

Desirable

• Experience of electronic till and booking systems.
• An awareness of different learning abilities and styles.
• A commitment to providing and promoting equal opportunities.
• Experience in a cafe environment and barista training.

Job Type: Part-time
Part-time hours: 16-32 per week

Salary: £12.27 per hour

Benefits:

• Company events
• Company pension
• Discounted or free food
• Employee discount

Schedule:

• Weekend availability

COVID-19 considerations:
Isolating if positive

Education:

• GCSE or equivalent (required)

Experience:

• Visitor / Customer Service: 1 year (required)

Work Location: In person

Reference ID: VSAMay23
Expected start date: 01/06/2023