Job Description

Job Title: Welcome Team Assistant
Reporting to : York Art Gallery Manager/Castle Museum Manager,
Assistant Managers at Castle or Yorkshire Museum/Deputy
Senior Guide/Enhanced Guides/Welcome Team Leaders
Grade: YMT Scale 1 SCP 10: £8.25 per hour
Contract: Casual
Main Purpose of the job
You will provide a safe, welcoming, friendly and informative environment for the visitor to ensure that their experience of the exhibitions, events and facilities run by York Museums Trust is positive, rewarding and memorable. You undertake to help with the security of the buildings, grounds, collections, staff and equipment. You will work in all aspects of the operation - admission, retail and guiding, leading general/bespoke tours of the collection or exhibitions and engaging with our online visitors via social media platforms like twitter, flickr, blogging and facebook etc.
Core Responsibilities
Guiding
Engage, welcome, inform and orientate the visitor.
Demonstrate understanding of and sensitivity to meeting the special needs of disabled visitors.
Provide a telephone reception service as necessary; answering the telephone, taking messages and assisting with group bookings.
Sensitivity to visitors with diverse cultural backgrounds.
Retail & Admissions
Inform visitors about the benefits of YMT membership and convert this into sales on admissions.
Maximise sales opportunities. Promote joint tickets and guide books.
Process group bookings through the till.
Deliver exceptional retail customer service at all times, greeting customers politely, recommending suitable products and achieving add-on sales through engaging conversations.
Keep the shop areas well stocked and beautifully merchandised.
Operation of cash registers and other retail equipment relevant to the job.
Ensure audited control of cash income.
Maximise sales opportunities.
Promote Gift Aid
Act confidently but tactfully, with a broad range of people, including dealing with difficult situations.
Information
Maintain an up to date knowledge of visitor events and facilities, and
maintain a general knowledge of the city and its attractions.
Work with curatorial and other staff to develop an up to date knowledge of the collections on display and exhibitions to meet the needs of the visitors.
Contribute to the learning opportunities provided by the Museum Trust.
Teamwork and Supervision
Daily briefings and meetings attended relevant to post.
Assist in training new support staff through shadowing in gallery spaces, admissions and retail.
Monitor stock levels of marketing, education and other public information displayed.
Security
Ensure appropriate security of the buildings, grounds, collections, staff and equipment.
Understand the security issues for buildings and collections and act appropriately.
Be vigilant to the activities of those using the buildings and services.
Liaise with cleaning staff during their operations.
Accept and sign for deliveries, report stock levels and maintenance defects in the building to team leaders.
Safety
Maintain a thorough knowledge of emergency procedures, and their implementation.
Assist with the evacuation of the site in the event of an emergency.
Help to maintain the galleries in a good, clean and safe condition.
Collection care
On occasion assist with the cleaning, handling, transportation and maintenance of collections, displays, exhibitions and equipment, reporting any defects.
Assist with the presentation of objects and exhibitions.
Training
Undertake any necessary training to deliver a sensitive and professional visitor focused service.
Have knowledge of how and where to obtain first aid treatment.
Other
A uniform is provided and must be worn whilst on duty, except where protective clothing is needed. (Personal protective equipment will be supplied).
You will be required to work regular weekends and public holidays as well as some evenings.
You may from time to time be required to undertake such other duties of a similar nature which fall within the job purpose outlined above and which are consistent with the grading of the post.
You may at any time be required to work at any of the other Trust sites. / Key Results
Visitors are welcomed and informed about the museum and its services.
Visitors with special needs and requirements cared for.
Messages are taken accurately and passed on to the appropriate person in a timely fashion.
Visitors with diverse cultural backgrounds feel welcome.
Visitors are sold the membership scheme, resulting in sustainable revenue streams and targets achieved.
Cross selling of attractions.
Groups are processed efficiently and all appropriate paperwork is filled in accurately.
Meet and exceed all required sales targets.
The cleanliness and stock of the shops
are maintained, keeping all areas tidy and free of clutter, ensuring standards are met at all times.
Tills are operated correctly and float is balanced.
Cashing up duties are performed accurately and on time.
Cross selling of product and attractions
Gift Aid conversions are increased.
Difficult situations are dealt with swiftly and complaints are acted upon immediately
Interest and awareness of events across the Trust and the city. Demonstrate enthusiasm and knowledge to the visitors about the collections and exhibitions on display.
Successful and enjoyable public events.
Continuous development of knowledge about collections.
Visitors have learning opportunities.
Staff are aware and up to date on events, procedures, maintenance work that may affect daily operation or the visitor’s experience.
New staff and volunteers are supported.
Public information is up to date and in stock.
Security procedures are followed.
Active up to date awareness of security issues and their resolution.
Collections and property are secured.
Cleaning staff are able to clean the site effectively.
Deliveries are accepted being mindful of security procedures and protocol.
Regular practice drills of emergency procedures and safe environment for all visitors and staff ensured.
Correct procedures take place.
Galleries and public spaces presented to a high standard.
Reporting on any defective display.
Working as a team.
Willing to undertake continuous professional development.
To undergo training when and if required.
Key Relationships
Yorkshire/Castle Museum Manager & Art Gallery Manager
Castle Museum & Yorkshire Museum Assistant Managers
Deputy Senior Guide
Keyholders/Enhanced Guides
Curatorial Team
Learning Team
Volunteers Team
Venues Team
Technicians
Contractors
Qualifications/Skills and Experience
Essential
·  Cash handling and numerical skills
·  Experience of using retail and/or admissions equipment, e.g. tills
·  Experience of working in Customer Service and with members of the public
·  Ability to communicate with a diverse range of people in a friendly, effective and helpful manner, and the ability to consider the needs of disabled and overseas visitors
·  An understanding of security considerations for buildings open to the public
·  Appropriate and presentable appearance
·  Flexible approach to work (including bank holidays and weekends)
·  Willing to continually learn and update knowledge of collections, the history of the museum and the building.
Desirable
·  Health and safety awareness
·  Willing to continually learn and update knowledge
·  Knowledge of digital media (social networking, blogging, etc.)
·  Experience in delivering first aid and ensuring public safety.

Casual Welcome Team Assistant – to work across all 3 sites

Terms and conditions of service

Probationary period

Appointments are subject to the successful completion of a six month probationary period.

Reporting line

This post reports to the Castle Museum/Yorkshire Museum Manager or Art Gallery Manager.

Salary

The salary for the post is YMT SCP10 £8.25 per hour.

Annual leave

As a casual employee you are not entitled to receive paid annual leave. However, to compensate you, you will receive 12.07% of your hourly rate for every hour you work, which will be awarded to you in your pay at monthly intervals.

Hours of work

Your hours of work are those determined by the needs of the Trust. The Trust is not obliged to offer you work. You are not obliged to accept work offered by the Trust.

Pension Scheme

You will be enrolled into the North Yorkshire Pension Fund on the first day of employment where your contract is of 3 months duration or more. If you wish to opt out of the pension scheme, you can do so by contacting www.nypf.org.uk

Period of Notice.

The period of written notice required for you to terminate this post is 1 week. The Trust will give you 1 week’s written notice.

6

Sept 2016