Shop & Ticket Assistant / Visitor Host

The Shop & Ticket Assistant / Visitor Host will be responsible for:

• To ensure smooth operation of the site, providing historical information to visitors and assistance during their visits.
• To deliver up-front sales to customers, maximising secondary spend through ticketing, retail and visitor information.
• To provide first class customer service ensuring the best possible visitor experience and cementing the Castle's reputation as a world class heritage attraction.
Duties and Responsibilities
• Provide assistance and information to customers throughout their visit, Castle offers, in a pleasant and welcoming manner.
• The delivery of specialized tours of the Castle house, adapting as required to the individual needs of specific visitors, e.g. School groups, foreign language groups etc.
• Ensuring that all customer areas are safe for visits in line with statutory requirements.
• Managing group bookings and assisting other colleagues in the organisation of visits.
• Monitoring and reporting on customer comments and feedback.
• Assist with special events as and when required.
• Using electronic ticketing systems, both online and on site, to sell and redeem Castle tickets. To upsell and promote tours, events and additional products.
• Updating and maintaining the 'Castle Key' membership database, promoting the scheme and its benefits.
• Completely daily takings paperwork in line with audit directives and providing information to administration officers for timely reconciling and processing
• Maintaining the ticket office in a clean and tidy state, monitoring stock levels of consumables and relevant paperwork.
• Providing a high degree of customer care and professionalism to assist in increasing the reputation of the Castle and the Council.
• Being proactive at all times with a focus on shelf stacking, cleaning and stock control.
• Working with Visit Cardiff team to promote the city as a premiere tourist destination. Dealing with visitor information enquiries, in person, by post and on the phone providing clear and relevant answers.
• As a term of your employment, you may be required to undertake such other duties and/or times of work as may reasonably be required of you, commensurate with your grade or general level of responsibility within the organisation, at your initial place of work or any other establishment.
• Positive approach to flexible working including regular weekends, bank holidays and evenings.
Corporate Requirements
• To participate actively in supporting the principles and practice of equality of opportunity as stated in the Council's Equal Opportunities Policy.
• To take reasonable care for the health and safety of yourself and other persons who may be affected by your acts or omissions and to comply with all health and safety legislation as appropriate.
• To, as a statutory duty, adhere to the Council's Corporate Safeguarding Policy and associated policies and procedures and to report concerns regarding the safety and wellbeing of children or adults at risk. In order to support you in this, you are required to access safeguarding training at the level which is relevant to this post.
• As a term of your employment you may be required to undertake such other duties and/or times of work as may reasonably be required of you, commensurate with your grade or general level of responsibility within the organisation.