Tours & Exhibition Team Leader

  • Northern Ireland
  • Temporary
  • Belfast
  • £12.80

Bluestones Staffing

Main purpose of job

To be responsible to the Function Management Officer for:

  • the provision of an effective front-of-house operation, including the day-to-day supervision of allocated part-time and casual Tours and Exhibition’s Reception staff throughout the facility’s hours of operation, including evenings and week-ends;
  • providing a receptionist, concierge and visitor guide service for all users, including members, staff, customers, contractors, tourists and the general public to the City Hall exhibition area;
  • operating the retail area and all systems and services in relation to bookings, ticketing, refunds, deposits, issue/return of headsets, etc.; and
  • ensuring a high quality image of the council is always maintained by providing the highest levels of professionalism and customer care in dealing with visitors.

Essential criteria

Experience

Applicants must, as at the closing date for receipt of application forms be able to demonstrate, on the application form, by providing personal and specific examples, at least one year’s relevant experience in each of the following areas:

(a)   supervising a small team of staff including the planning of workloads, assigning tasks, etc.;

(b)   working in a visitor attraction providing customer service support to both local and international visitors and dealing effectively with members of the public including difficult customers in person and over the telephone;

(c)   working in a visitor attraction dealing with ticketing, cash handling and reconciliation, merchandising sales, provision of information to visitors, handling of queries and taking group bookings; and

(d)   using standard office IT systems and specialist EPOS / booking systems.

Special skills and attributes

Applicants must be able to demonstrate, by providing personal and specific examples, evidence of the special skills and attributes which may be tested at interview:

  • Communication skills:  The ability to communicate effectively both orally and in writing with members of the public and internal and external customers.
  • Customer care skills:  Good presentation skills and the ability to deal effectively with both internal and external customers including those for whom English is not a first language, to create a good impression and enhance and protect the image of Belfast City Council.
  • Organisation and work planning skills:  The ability to prioritise workloads to achieve team objectives.
  • Team working skills:  The ability to make decisions about their own work or methods of working.  To be able to work effectively both independently and as leader of a team, to be able to think creatively about methods and service improvements and to have a clear style of exposition.
  • Information technology skills: The ability to use a basic range of standard Microsoft Office packages and specialist EPOS/ booking systems.
  • Health and safety: a good understanding and awareness of basic health and safety responsibilities.

Short-listing criteria

In addition to the above experience, Belfast City Council reserves the right to shortlist only those applicants, who as at the closing date for receipt of application forms:

(a)   in the first instance, can demonstrate on the application form, by providing personal and specific examples, at least two years’ relevant experience in each of the above noted areas, (a) – (d); and

(b)   in the second instance, have at least five GCSEs (grades A – C) including English, or equivalent qualifications.

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