Castle Howard Estate Limited

Ticket OperativeSecurity operative

(Skills Framework Level 1)

Job Title: Ticket Operative/Security

Role Statement:

The staff within the Visitor Services department are on the front line at Castle Howard. Acting as both a sales force and as a reception area, their performance can have a major effect on the commercial performance short-term (through sales), as well as on the longer term, (through first class customer care), which will result in increased word of mouth recommendation.

Job Requirements:

  • Flexible approach to duties undertaken
  • Ability to work within a team or on own initiative as required
  • Effective communication and organisational skills
  • Basic I.T. skills
  • Honesty and a high level of integrity
  • Enthusiasm and capacity for hard work
  • Attention to detail
  • Systematic and cheerful approach with a ‘can do’ attitude
  • Clean, current driving licence

Remuneration:£6.70 per hour (18 years and over)

Hours of work:Hours of work will normally fall between 9.45am to 4.30pm, 7 days a week including weekends and bank holidays

Annual leave

entitlement:30 working days pro rata ( includes Bank and Public Holidays)

Reports to:Ticket Office Supervisor/Duty Manager/Operations Manager

Liaising with:Ticket Office Supervisor/Duty Manager and other team

members as appropriate

Main Objective:

To enable visitors to get the most from their day at Castle Howard this includes ensuring visitors are greeted in a friendly and courteous manner.

To ensure their safe arrival at their destination and to process sales rapidly and politely at all times.

Key Tasks

  • To enact office opening procedure (as required).
  • To administer tickets and other sales using a computerised ticketing system.
  • Ensure cash handling procedures are adhered to.
  • To enable visitors (using active selling techniques) to get the most from their day at Castle Howard. This includes having excellent daily product knowledge such as the day’s Tour subject, daily Costume Character, children’s tours etc.
  • To process the sales of tickets and guidebooks rapidly and politely at all times and to highest standards of customer service.
  • To promptly provide literature as appropriate to the differing needs of customers.
  • To greet coaches and give appropriate information.
  • To provide customer literature and information as appropriate
  • To be aware of anyone or anything suspicious and alert Duty Manager.
  • To provide whatever information to visitors that will assist making their stay in the region an excellent one.
  • To cash up tills and provide accurate and timely paperwork associated with same.
  • To enact office closing procedure (as required).
  • Any other duties as required from time to time by Ticket Office Supervisor/Duty Manager/Operations Manager or Resident Agent.

CASTLE HOWARD – SKILLS FRAMEWORK

The Castle Howard Skills Framework is used for a number of personnel management purposes including recruitment and selection, the appraisal process, as well as for longer term training and development needs. The Framework should not be seen as a tick list, rather it is indicative of the types of behaviour that should be observed at a particular level of competence. Further guidance can be found in the Skills Framework booklet, which is available from the Estate Office or via the intranet.

As a Level 1 employee you are expected to demonstrate the following skills and behaviours:

Teamworking - Supporting each other to produce better results

  • Is tactful, patient and courteous with others irrespective of their status
  • Listens to others and tries to see things from their point of view
  • Recognises when help is needed and offers support to others
  • Helps colleagues to understand the department’s role and activities
  • Understands and applies the principles of health and safety both for self and for others

Leadership - Taking personal responsibility and empowering others

  • Adopts a positive approach to work
  • Knows own objectives fit in with the Estate’s activities
  • Reliable under pressure and remains calm and tactful when dealing with difficult situations
  • Challenges unacceptable behaviours or discrimination
  • Is able to state own positions and views
  • Readily accepts responsibility for own and delegated work
  • Adapts to suit different situations and responds constructively and flexibly to change
Building Relationships - Working in co-operation across the Castle Howard Estate
  • Knows who the internal and external customers are and what service they require
  • Takes responsibility for finding solutions to customers, referring up the line if necessary
Communicating - Sharing information and opinions to achieve understanding
  • Chooses content, language, style and medium to suit the audience/recipient and context
  • Communicates accurately and to the point, avoiding jargon
  • Pays careful attention and asks questions to check detail or understanding remains clear
  • Is calm and persuasive even when dealing with difficult people
  • Contributes to team meetings when there are opportunities to do so
  • Records messages and information accurately and passes them on promptly
Delivering a Quality Service - Focusing on results
  • Organise workload to meet deadlines and objectives
  • Understands the main functions of one’s own department and how it affects the work of other departments
  • Knows and applies rules and legislation relevant to one’s own department
  • Focuses on priorities and is not easily distracted or put off by minor set backs or interruptions
  • Applies Castle Howard’s financial, personnel and resource management rules and procedures
  • Recognises problems and alerts those likely to be affected

Developing and Applying Expertise - Making the most of our own and others’ personal qualities and contribution

  • Asks questions and is not afraid to admit to mistakes or lack of knowledge
  • Takes an active interest in matters affecting the work of their department
  • Willing to learn new skills as the job changes
  • Identifies own development needs and agrees a development plan with line manager
  • Keeps relevant knowledge and expertise up to date
  • Applies previous experience to new situations
Thinking and Decision Making - Making sound operational and policy decisions
  • Identifies the essential information needed to do the job and knows when and where to seek additional information and advice.

CASTLE HOWARD YORK YO60 7DA

Registered Office: Castle Howard Estate Limited, The Estate Office, Castle Howard, York, YO60 7DA

Registered in England and Wales No. 480214