Visitor Experience: Business Support

Visitor Experience: Business Support
Employer: American Museum & Gardens
Salary: 8.50 per hour
Location: Bath

Shift Pattern: Approx. 30 hours a week, worked over 4 consecutive days (as business need) Tuesday – Sunday and Bank Holiday Mondays.
9.30am- 5pm, for 37 weeks of the year, March to December.
Regular weekend and Bank Holiday work. Occasional evening work for events.

Visitor Experience: Business Support ensure the Museum’s front-of-house operation runs smoothly and visitors are offered the highest standard of customer care. They are often the first point of contact for visitors in the main Museum building and are responsible for admissions, recruiting to our membership scheme, event ticket sales, orientating visitors, group bookings (administration and welcome) and offering the appropriate information and resources. A key member of the Visitor Experience team, they also provide administrative support and contribute to training and supporting other members of the team.

Main Duties of Role

Visitor Experience

• Ensure that a warm welcome is extended to all visitors, and the highest standards of visitor care are met
• Help to orientate visitors and share information about the Museum as appropriate
• Ensure that visitors with access needs are offered appropriate assistance and resources
• Manage the distribution and upkeep of Museum Explorer Backpacks
• Provide access to event and other activity on site
• Manage the scheduling of all group bookings, including school programmes.
Respond promptly to enquiries, convey accurate information about the Museum’s offer to groups, upselling where possible, keep accurate records, and ensure groups are welcomed warmly upon arrival
• Manage Museum diary and communicate bookings internally to staff and
volunteer teams
• Co-ordinate staff and volunteers for private tours
• Operating EPOS till system, handling cash and card payments to facilitate admission ticket and membership sales
• Be responsible for the achievement of key museum KPI’s – Gift Aid on Entry, membership recruitment and positive visitor feedback
• Respond to telephone and email enquiries
• Assist with group visit welcome and payment
• Manage surveys, email capture, and special promotions

Security and Health and Safety
• In the event of an emergency, manage, with others, the safe evacuation of
museum buildings
• Welcome visitors and contractors and ensure they follow the sign-in procedure
• Ensure that policies and procedures, including those relating to health and safety,
are continually observed
• Provide First Aid assistance as required

Internal communications and support
• Compile and issue ‘week’ and ‘month’ list.

• Attend Visitor Experience team meetings as required
• Communicate with and support staff and volunteers as required
• Undertake other such duties, consistent with the responsibilities of the post,
as may be required from time to time.
• Be accountable for own development, attend training, and stay up-to-date with
Museum policies and procedures
• Work within terms of contract of employment and adhere to the American Museum
& Garden’s policies and procedures.

Person Specification (E= Essential, D=Desirable)

Skills and abilities
• Excellent customer service skills (E)
• Problem-solving skills and ability to deal effectively with issues as they arise (E)
• Excellent verbal and written communication skills (E)
• Ability to work effectively as part of a small team and support other members of staff
on duty (E)
• Relevant IT skills: e.g. proficient user of Outlook, Microsoft Office, etc. (E)

Knowledge and Experience
• Experience/ training in providing First Aid (D)
• Experience/ training in emergency evacuation (D)

Personal attributes
• Positive approach and drive to improve standards of visitor care (E)
• Can do attitude to problem solving and equally adept at working in a team and
on your own.
• Enthusiasm for heritage and art collections and interest in the American Museum
& Gardens (D)
• Commitment to equalities and diversity and an understanding of how these relate
to the role (E)

The American Museum & Gardens is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults, and expects all staff members to share this commitment.

The American Museum & Gardens is an equal opportunities employer.

Learn more about this position

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