Bluestones Staffing
BSNI are working with Belfast City Council to recruit a Tours & Exhibition Team Leader – Leisure. This role is temporary.
Employment type
Temporary
Number of people required
1
Target start date
08 Apr 2026
Duration
12 Weeks
Hours per week
37
Rate
PAYE: £13.91 per hour
Job location
Donegall Square, Belfast, BT1 5GS, United Kingdom
Main purpose of job
To be responsible to the Function and Exhibitions Officer for:
? providing an effective front of house operation, including the day-to-day supervision of allocated part-time and casual tours and exhibitions reception staff throughout the facilitys hours of operation, including evenings and weekends;
? 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;
? 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 Function and Exhibitions Officer.
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 of a telephone answering service.
15. To assist in the provision of a range of routine business related administrative activities including but not restricted to customer support, data input and extraction, compilation of relevant statistical information and general administration tasks as required.
16. To compile and update relevant information on services provided by Belfast City Council and external bodies and provide this on request to tourists, visitors and members of the public.
17. To monitor customer numbers and behaviour informing the management team of any potential situation or incidents which may require restricting access or the removal of visitors etc.
18. To assist in the emergency evacuation of the area if so required.
19. To report accidents, liaising with AED/First Aid Providers ensuring casualties are assisted quickly and effectively.
20. To carry out light cleaning duties in the public reception and exhibition area when required in order to ensure that high standards are maintained.
21. To assist with the induction and training of new staff and temporary cover workers on the duties and responsibilities of the post.
22. To carry out any other relevant duties as directed by members of the Civic HQ management team.
23. To participate in all induction and in-service training provided by Belfast City Council and in the induction and support of all newly appointed staff and other human resource management policies and procedures, as appropriate, including, absence management, disciplinary and grievance procedure.
24. To act in accordance with the council and departmental policies and procedures including customer care, equal opportunities, health and safety, safeguarding and any pertinent legislation.
25. To undertake the duties in such a way as to enhance and protect the reputation and public profile of the council.
26. To undertake such other relevant duties as may from time to time be required.
This job description has been written at a time of significant organisational and structural change and it will be subject to review and amendments as the demands of the role and the organisation evolve. Therefore, the post holder will be required to be flexible, adaptable and aware that they may be asked to perform tasks, duties and responsibilities which are not specifically detailed in the job description but which are commensurate with the role.
Employee specification
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 years 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 point of sale systems.
Special skills and attributes
Applicants must be able to demonstrate evidence of the following 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 presentational 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.
Organisational 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, point of sale and 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:
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
in the second instance, have at least five GCSEs (grades A – C) including English, or equivalent qualifications.
For more information contact Jessica or Debbie on 02895219313
BSNI are an acting recruitment agency.