IMPORTANT:  This Advertiser has requested that applicants MUST be National Residents / Valid Work Permit-holders.  Other applicants need not apply.

 

 

Job Summary

 This is a key role for CAT Visitor Centre as Reception is the first point of contact for our visitors. The Reception and Administration Officer (RAO) will be responsible for welcoming and assisting all visitors to CAT. The RAO will also be responsible for the supervision of Reception and reception staff. This will involve assisting the Visitor Services Co-ordinator (VSC) with the induction and training of new staff and the smooth running of the department on a day to day basis. The role also involves a number of administrative duties. It can be a busy and demanding role, particularly in peak season. It requires a team player with a strong customer focus who is a natural communicator and who can work independently and calmly under pressure. The ideal candidate will also have knowledge of CAT’s purpose and services and a commitment to our mission – (CAT’s mission statement)

 

Responsibilities

 Supervisory duties

·          Assisting the Visitor Services Co-ordinator with the induction and training of new staff.

·          Providing feedback to the Visitor Services Co-ordinator on any issues affecting the smooth running of Reception

·          Attending regular meetings with the Visitor Services Co-ordinator and Visitor Centre Marketing Officer and providing feedback to other receptionists.

·          Assisting the Visitor Services Co-ordinator to ensure that the staff training manual is kept up to date

·          Ensuring Reception is kept well stocked with necessary leaflets and stationery

·          Highlighting visitor feedback and complaints to the Visitor Services Co-ordinating

·          Assisting the Visitor Services Co-ordinator and Visitor Centre Marketing Officer with teambuilding activities

 

Customer Service

·          Welcoming, assisting and giving directions to all CAT’s customers and contacts in a courteous, positive and friendly manner.

·          Liaising with all relevant departments regarding the reception of visiting individuals and groups attending activities such as seminars, courses, school trips and media events.

·          Selling visitor centre tickets, memberships and associated products to visitor centre customers.

·          Promoting Gift Aid

·          Responding to telephone enquiries regarding visiting the Centre

·          Assisting in the promotion of relevant marketing schemes and events as required by the Visitor Centre Marketing Officer

Operational duties

·          Ensuring that reception is open and ready for business and closed at the appointed times.

·          Working with the railway operators, guiding visitors onto and off the cliff railway and operating the doors and gates.

·          Following any directions given by the railway operator concerning its safe operation.

·          Assisting the Railway Operator and Duty Manager in executing the emergency evacuation procedures of the Cliff Railway.

·          Assisting with car parking duties at busy times.

·          Keeping the reception area clean and tidy including cleaning the railway carriages at the start of every day.

·          Remaining in radio contact with the Duty Manager and Railway Operators during working hours.

·          Complying with CAT’s Health & Safety Policy.

Administration

·          Operating the till and credit card machine quickly and accurately (training will be provided).

·          Being responsible for all financial transactions at reception; handling money accurately, preparing the float in the morning and accurately reconciling the till at the end of the working day.

·          Recording customer feedback for marketing purposes.

·          Issuing Local Residents Passes

·          Accurately recording details of visiting groups (on paper and/or electronically).

·          Completing a clear written log of relevant activities during each shift to provide information to other receptionists and Visitor Services Co-ordinator and support effective communications within the department.

·          Entering data into CAT’s marketing, customer feedback and customer databases.

 

Other duties

·          Participating in reception training days, customer care training, health and safety training, cliff-railway evacuation drills and any other training relevant to the role.

·          With the support of the Visitor Centre Marketing Officer, keeping up-to-date with CAT’s activities and events and communicating this information to reception staff and CAT’s customers.

·          Being punctual and reliable in adhering to the rota.

·          Providing sickness cover for other receptionists as and when required.

·          Attending reception meetings when required

·          Wearing staff clothing and maintaining a good level of personal presentation.

·          Providing a sufficient level of staff cover during the holiday season, by co-ordinating periods of leave with the Visitor Services Co-ordinator and other members of staff.

 

Person Specification

Essential

Communication:

·          Excellent verbal communication skills within team and with customers

·          Willing to learn and speak Welsh

Approach to work

·          Able to work independently

·          Able to juggle multiple tasks

·          Able to work calmly and efficiently under pressure

·          Reliable and punctual

·          Trustworthy

·          Clean and tidy in appearance

Customer Services

·          Confident in working with the public

·          Understanding customer care issues

·          A friendly and courteous personality

·          Capable of dealing with difficult customers in a polite and effective manner

Administration:

·          Numerate and literate

·          Able to handle money accurately

·          Able to complete forms neatly and accurately

·          Accurate keyboard skills

·          Ability to calculate quickly and accurately.

·          Able to send and receive emails

Hours of work:

·          Willing and able to work the core reception hours, including weekends and public holidays

·          Willing and able to work flexible hours

 

Desirable

·          A fluent Welsh speaker

·          Have an understanding of environmental issues

·          Experience as a supervisor or team leader

·          Experience of working with a point-of-sale till and/or credit card machines

·          Experience in customer services

·          Ability to touch-type