Job Description

Job Title:                                

Welcome Desk Supervisor

Place of work:                         

The Old Royal Naval College

Responsible to:                       

Visitor Experience Manager

Staff Responsibilities:             

Welcome Desk Assistants x 5 (to be appointed)

Relationships:                         

  • Welcome Desk Supervisor (counterpart)
  • Public Events Administrator
  • Team Leaders
  • Finance & Commercial department
  • Ambassadors
  • Visitor Experience Volunteers

Working Hours:                       

Fixed term, 2 years.

This position is being recruited on a job share arrangement to cover our seven day a week operations with one day handover.

Usual hours will be approximately 26 per week but shift length will vary depending on opening hours. The post holder will be required to be available for alternate weekend working, bank holidays and occasional evening work. Additional hours may be required for holiday cover.

Salary and Benefits:                

£10.74 per hour

  • Up to 10% employers pension contribution
  • 25 days holiday pa rising by 1 day per year to a maximum of 30 pro rata
  • Employee Life Assurance Scheme
  • Employee Income Protection Scheme
  • Season Ticket Loan
  • Cyclescheme

About us:

The ORNC, one of London's most famous riverside landmarks, offers multiple resources for exploration through history, geography, architecture and historic interiors. We are about to embark on an 18-month conservation project that will offer our visitors unique access to the ceiling of the Painted Hall. As well as being an exciting opportunity for visitors, it is an unprecedented project for the ORNC as we hope to welcome thousands of visitors to these tours.

The Role:

  • Be the first point of contact for welcoming visitors to the Visitor Centre, answering visitor queries in person at the welcome desk and via telephone and email
  • Oversee the day to day running of the Visitor Centre and feedback any issues, including with exhibits, arising in the Centre to the relevant parties
  • Using the Digitickets system for the Painted Hall ceiling tours ticket bookings and overseeing this system on a day-to-day basis.
  • Appoint and manage a small team of Welcome Desk Assistants who will sell tickets, answer queries and welcome visitors. There is also a requirement to work alongside this team.
  • Assist with setting up the new ticket sales area in the Painted Hall and training the newly appointed staff in this area.
  • Be responsible for yourself and your team in accurate and efficient use of the ticketing systems, handling transactions and end of day procedures.
  • Promote secondary spend items and donation opportunities to visitors whilst ensuring the team meet finanicial targets through optimising sales and charitable giving.

Key Tasks:

Customer service

  • Proactively assist all visitors to the welcome desk, in collaboration with our Visit Greenwich colleagues, supporting their experience of the ORNC and Greenwich. Welcoming our visitors is a key part of this role and their experiences at the ORNC will be enhanced as a direct result of the service you provide.  Contact will be made in person, via email and the telephone. 
  • Positively respond to the diverse needs and interests of individuals and groups, using your training to ensure that everyone feels welcome and is encouraged to explore further, respond to, and participate in activities and experiences on offer across the site.
  • Ensure the smooth and efficient running of the box office service to ensure positive feedback from customers, members and generate optimum profit to the ORNC.
  • Be knowledgeable and look after all enquiries concerning the activities of the ORNC, including venue hire, learning, events, café-bar facilities, main attractions, exhibitions etc.
  • To ensure that the welcome area is presentable at all times.

Sales and Administration

  • Promote both current and future events and activities to the public, encouraging our visitors to make additional visits to the Old Royal Naval College.
  • To carry out ticket sales for guided tours, self-led groups and events using the ORNC’s online booking system and database system, ThankQ, conversing with the public in person and by telephone and ensuring constant attention to details for a smooth and courteous transaction on all occasions.
  • Be responsible for team sales targets, ensuring all members of the team have the training and ability to maximise revenue generation opportunities.
  • Keep accurate and up to date visitor figures, saved correctly on our shared network.
  • At the end of each shift, account for personal takings and reconcile these computerised reports. Also ensure that those of your team are accurate and meet the reconciliation standards set by the Finance team.
  • Keep the ThankQ database up to date, produce end of the day financial reports and ensure that the system is closed down as required.
  • Look after the administration of the public exhibition space, liaising with artists and groups about use and bookings. 

Marketing

  • Update the welcome screens in the Visitor Centre with regular liaison with the marketing team.
  • Assist in the smooth flow of information between the welcome desk and other departments.
  • Capture customer information in accordance with the provisions of the Data Protection Act and enter these onto the CRM system, ThankQ.

General

  • Collate the Visitor Feedback cards in the relevant spread sheet and Stay in touch card information on the relevant databases.
  • Ensure literature such as events leaflets are stocked up and all information on display is up-to-date throughout the Centre.
  • Respond to matters relating to first aid, security and other potential emergency situations calmly and effectively and call for help as required at the earliest opportunity.
  • Report technical faults and issues to the relevant departments and keep the VEM updated. Keep an appropriate record of faults.
  • Take bookings for the exhibition space in the Visitor Centre.
  • Take care of your personal health and safety and that of others and report any health and safety concerns. Ensure proactive compliance with ORNC H&S Policies, including risk assessments and implementing safe systems of work
  • Any other duties associated with this role that may from time to time be required of the Welcome Desk Assistant by the Visitor Experience Manager.

Skills, Knowledge and Attributes Required:

  • Excellent communication, team working and customer services skills
  • Excellent organisational skills
  • Working to sales targets and experience of working in a sales environment
  • Experience of cash handling and till operations
  • Computer literate with a good working knowledge of Word, Outlook and Excel
  • CRM, ThankQ, Digitickets training and box office procedures training will be provided, previous knowledge of such systems would be an advantage
  • Experience and ability to work effectively as part of team
  • Understands the needs of visitors and the potential needs of current non-users in a museum or heritage environment
  • Previous experience working in a front-of-house team, ideally in a museum or a cultural organisation
  • Problem solving abilities and ability to stay calm under pressure
  • General knowledge and an interest in British History desirable

Expected Behaviours:

  • Is supportive, encouraging, acknowledges achievements amongst colleagues
  • Listens and understands
  • Is visible and approachable
  • Is committed and takes responsibility for making things happen
  • Welcomes change and remains positive when faced with new tasks

Application Instructions:

To apply for this role please send your CV and covering letter to: recruitment@ornc.org.

Download the job description (pdf)

Closing date: noon on Tuesday 20th December

Interview dates: Tuesday 3rd January 2017

Expected start date: As early as possible from Monday 16th January 2017. To be negotiated.