Front of House Assistant (3 x Full Time roles)

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Job Ref.: 
THW/18/059639/000577
Sector: 
Tourism
Job Location: 
London Bridge
Recruiting For: 
a full time job position
Job Duration: 
Permanent
Exact Salary: 
£16,983 – £18,263
Salary and Benefits: 

Salary Details:  Grade 2 : £16,983 – £18,263

Allowances:      Plus £2,923 London Allowance

Hours of Work: Full time, 35 hours per week (working 5 days in 7, Monday to Sunday. Shifts scheduled between the hours of 9:00am to 6:30pm)

                           Regular out of hours, weekend and evening work will be required to support our busy programme of events.

Probation:         Six Months

 

Number of vacancies: 
3
Job starts now: 
Yes
I would like to receive applications from residents in: 
Lambeth and Southwark
Job Description: 

The Front of House Assistant will be an energetic and focused person to fill a key position within a small dynamic team. With relevant experience in customer service and preferably retail EPOS and / or ticketing systems, the successful candidates will need to provide excellent service and a high standard of visitor welcome to ensure all visitors get the best from their visit.  This position involves providing frontline information and assistance to visitors, selling retail product, assisting with stock control, assisting with event preparation and delivery and assisting with maker workshops.

Reporting to the Commercial and Visitor Experience Manager, the Front of Assistants will also work with the wider team, collaborate closely with the teams operating the Café and Corporate Hire businesses to ensure a consistent, high quality visitor welcome and experience across the entire venue.

This role requires a proactive and practical approach and the ability to work independently in a customer and visitor focused environment.

This post requires regular weekend shifts as well as some evening cover to support our busy programme of events.

 

Role profile:

Front of House

  • To ensure a professional and welcoming visitor experience and high standard of customer care.
  • To ensure public spaces are fit and pleasant for public use.
  • To liaise and collaborate closely with the sister teams operating the Café and event hire operations to support consistently high standards of visitor experience across the whole of the organisation.
  • Ensure a good working knowledge of the Gallery, the current season and exhibition and the local area to actively provide visitors with information regarding their visit.
  • Assist and advise visitors with access needs to ensure they understand any access issues within the building and get the best from their visit.
  • Assist in safe evacuation of all visitors from the building when required in case of emergency.
  • Ensuring safety of visitors and providing assistance in regulating visitor flow during standard operational hours and public events.

Retail

  • To serve visitors politely, quickly and efficiently in order to maximise income to the organisation.
  • To operate the tills and card machines to ensure that all transactions are carried out accurately at all times.
  • Carry out all cash handling and cashing up activities with a high level of accuracy.
  • Maintain presentation of shop displays to ensure consistent high standards of visual merchandising.
  • To replenish stock in shop as needed throughout working day.
  • To ensure all stock deliveries are received and stored in a timely and efficient manner.
  • To carry out stocktaking and general stock management duties when needed.

Building and Facilities

  • To provide general daily facilities monitoring as needed.
  • To help set up and prepare public spaces for meetings, public events and private hire events.
  • Ensure regular communication with the technical team providing feedback on any technical or AV issues within the gallery.

Miscellaneous

  • Any other reasonable duties as may be required by the Commercial and Visitor Experience Manager or Front of House Team Leader.
  • This job description sets out the key responsibilities and tasks of the post and is not exhaustive and may be altered with the changing needs of the Gallery and its operations.

Key relationships

This post works closely with the Front of House Team Leader, who manages all Front of House operations on a day to day basis. The post will also work closely alongside the Café team to ensure smooth functioning of daily operations within the gallery. We rely on a small team of staff, and although each role has clear responsibilities, no one works in isolation and a spirit of cooperation is essential to maintaining a culture of mutual support and a positive working environment.

 

Person Specification:

The Criteria Used For Applicant's Assessment:

E= Essential,, D = Desired AP = application, AS = assessment, I = interview, P = presentation, R = references 

 

Education / Qualification and Training:

  • Good quality secondary education or equivalent experience  

Knowledge / Skills:

- (Essential/Application/Interview)

  • A thorough understanding of visitor Service standards and the need to provide an excellent visitor experience. 
  • Good communication skills, in person and in writing. - 
  • Excellent interpersonal skills, with the ability to work with a wide range of people and as part of a varied and diverse team. 
  • Sound IT skills including experience of using EPOS systems, Microsoft Office and Outlook. 
  • Ability to prioritise a diverse workload efficiently with a minimum of supervision. 
  • Excellent organisational skills and good attention to detail. 

 - (Desired/Application/Interview)

  • Familiar with the local communities of Southwark and Lambeth and engaging with them with respect, cultural sensitivity and a friendly, non-elitist spirit.
  • Ability to acquire an excellent working knowledge of the gallery contents, procedures and key departmental contacts. 
  • Knowledge of safe manual handling procedures and ability to lift and carry shop stock and help in event set-ups.

Experience:

- (Essential/Application/Interview)

  • Experience of working within a customer service environment
  • Experience of cash handling and till operation

- (Desired/Application/Interview)

  • Experience of delivering a high standard of visitor experience
  • Experience of a retail environment and stock management systems
  • Experience of working within a Museum, Gallery or similar public facing environment

Personal characteristics/other requirements:

- (Essential/Application/Interview)

  • Strong interpersonal skills with a demonstrable record of creating and developing friendly and productive working relationships.
  • An upbeat and friendly demeanour and ability to engage with and respond positively to customers and visitors
  • A positive, can-do attitude
  • Adaptable, flexible and capable of both focus and calm when working under pressure.
  • Practical, pragmatic and able to work independently using judgement, discretion and initiative

- (Desired/Application/Interview)

  • Demonstrable enthusiasm for the work and mission of the organisation.

Role specific requirements:

- (Essential/Application/Interview)

  • Willingness to work a changeable shift pattern with shifts scheduled between the hours of 9am and 6:30pm, 5 days out of 7, including at weekends.
  • Regular out of hours and evening work to support our busy programme of events.

- (Desired/Application/Interview)

  • Willingness to work some overtime hours.
  • A short commute due to the variable hours to be worked, including occasional anti-social hours.

Occupational Health Clearance

As part of our pre-employment checks the successful applicant will be sent a ‘Health and Capability Declaration Form’ and if they declare that they do have a health condition or disability that may require accommodation measures so that they are able to carry out their work comfortably and efficiently, they will be sent an Occupational Health Questionnaire to determine whether any reasonable accommodation measures are required for the candidate to take up the post.

Applicants with disabilities

We are keen to increase the number of disabled people we employ. We therefore encourage applications from individuals with a disability who are able to carry out the duties of the post. If you have special needs in relation to your application please contact the Recruitment Coordinator responsible for the administration of the post.

 

TO APPLY:

Please forward your CV in the first instance and request an Application Form and Equal Opportunities Monitoring Form.

Closing Date:  10th June 2018

Interview Date:  Likely to be 26th or 27th June 2018

To apply for this job please email us a cover letter and your most up-to-date CV.

Side 19

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