Tours and Exhibition Reception

  • Temporary
  • Belfast
  • £12.80phr

Website staffingni Bluestones Staffing

BSNI is working with Belfast city council to recruit a team member within their Tours and Exhibition Centre.

This is a temporary role and has no permanent opportunities at present time.

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.;
  • 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.

Summary of responsibilities and personal duties

 

1.       To plan and supervise the work of all part time and casual staff at the Tours and Exhibitions                          Reception and to provide an initial point of contact for visitor queries.

 

2.       To carry out the relevant duties at the exhibition reception desk on the basis of the rotas developed             by the Unit and to provide the highest levels of professionalism and customer care to tourists,                       visitors, the public, Members of Council and staff.

 

3.       To undertake a ‘concierge’ role including:

Having responsibility for ‘meeting and greeting’ all visitors;

Acting as a single point of contact for all exhibition and tour enquiries and general visitor enquiries;            and providing general information on the exhibition themes, tours, the City Hall building and other            local tourist attractions.

 

4.       To be responsible for the handling and security of cash, cheque, voucher, credit and debit card                       payments relating to personal sales and transactions including cashing-up, reconciliation and                       banking procedures.

 

5.       To be responsible for the issuing, monitoring and control of exhibition headsets and for ensuring                that sufficient supplies of headsets are available to meet demand.

6.       To open and close the exhibition area each day and ensure all of the displays are presentable and                 that all systems and services are fully functional, and to report any faults promptly to the Functions             and Exhibitions Manager.

 

7.       To maximise customer spend in the exhibition area through the hiring of multi-lingual headsets,                  merchandise, souvenir booklets and mobile apps. etc.

 

8.       To deal with all reception desk enquiries, including the display, holding and issuing of relevant                     council information, and as required to issue information on special council events and initiatives.

 

9.       To manage and promote the merchandise areas, including the display, sale, rotation,                                       replenishment and stock-taking of merchandise.

 

10.   To operate any software and information systems supplied, including the point-of-sale and booking            systems.

11.   To provide a customer ticket sales and information service in person, email, post, and by telephone              using the box office system including the issuing of tickets, reservations, refunds and exchanges and          to aid patrons with special requirements.

12.   To assist in recording all visitors entering and leaving the exhibition and to issue and receive passes.

13.   To record statistical information and carry out other administrative duties as required.

14.   To assist with the wider operations of the Civic HQ Unit as required, including reception cover,                    general administration and the provision a telephone-answering service.

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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