Visitor Services

The Visitor Experience Team Leader will lead and co-ordinate the day-to-day visitor operations within Hunterian venues to ensure an environment that is engaging, secure and provides an excellent visitor experience. They will have responsibility for the smooth operations of The Hunterian venues managing and motivating up to 30 team of Visitor Experience Assistants to meet public expectations and standards in a major visitor attraction, achieving the strategic themes and purpose of The Hunterian through a proactive and consistent attitude to the visitor experience. Primary objectives will be championing enhanced visitor engagement, ensuring that visitors have an enjoyable, safe and inspiring experience and that of the security of the Collections.

Main Duties and Responsibilities
1. Responsible for assisting the Visitor Experience Manager in the planning and organising of work and maintaining reasonable staffing levels to deliver the required service. This includes updating work schedules; reporting attendance; communicating targets, appraisals and dealing with any issues as they arise.
2. Building positive relationships with visitors and to pro-actively manage all visitor experience. Build positive and proactive relations with colleagues in other departments within the University to offer a 4* visitor experience.
3. Bank all monies taken from till sales and organise safe storage and uplift to bank.
4. Assist in carrying out all safety procedures as needed and in accordance with established University legal obligations and practices. Lead on the emergency evacuation procedures, as required, for the safety of all visitors, staff and students. Maintain up-to-date First Aid certification, in order to meet the statutory requirements placed upon all public visitor attractions.
5. Oversee the induction of new staff members into the workplace in line with Hunterian Visitor Experience induction and probation processes with regular monitoring and evaluation to support the Visitor Experience Manager.
6. Supporting the Visitor Experience Manager in maximising the Visitor Experience Assistants contribution and further their personal development.
7. Managing the informal stages of the capability policy where performance issues have been identified, to allow staff to perform effectively and achieve their potential. This includes giving regular feedback on performance and bringing concerns to the attention of the employee with the aim to resolve issues quickly and effectively as possible to allow the Visitor Experience Manager to identify necessary improvement plans.
8. Monitor and manage staff attendance and the informal stages of the attendance improvement process, escalating to the Visitor Experience Manager for formal action
as required.

Knowledge, Qualifications, Skills and Experience
Knowledge/Qualifications
Essential
A1 Either: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role. OR Scottish Credit and Qualification Framework level 5 or 6 (national 5 or 6, Scottish Vocational Qualification Level 2 or 3) or equivalent, and experience of personal development in a similar role.
A2 Good working knowledge of work schedules, specifications and safe working practices within a museum focused environment.
A3 Knowledge of Health and Safety regulations relative to Risk Assessments.
A4 ILM in Team Leading or demonstratable experience in a similar role.

Skills
Essential
C1 Ability to plan and schedule the workday, weeks and months ahead with the ability to respond to changing environments or customer needs.
C2 Ability to communicate clearly, clarifying requirements and responding to customers, staff members and contractors i.e. verbally, email and telephone.
C3 Excellent listening skills with the ability to relay information from management to your team accurately to ensure the correct message is received.
C4 Good people management skills, i.e. the ability to manage, motivate and lead a team; ability to delegate duties in line with demands arising.
C5 Effective planning, organising and prioritising i.e. work schedules, departmental training, rotas, events, O/T, workloads.
C6 Excellent time keeping and ability to adhere to operational timescales.
C7 Excellent Customer Care Skills with a commitment to providing a quality service.
C8 IT Skills including Microsoft Office packages (word, excel, outlook).
C9 Initiative and judgement to independently solve routine problems, which may occur in the course of duties with limited recourse to senior colleagues, i.e. customer complaints, competency issues, however with the ability to identify when to escalate as, required.
C10 Ability to deal professionally with challenging situations including difficult conversations to achieve satisfactory resolution.
C11 Ability to work as part of a team.
C12 A willingness to further develop knowledge and skills and undertake training for continuous professional development.
C13 Demonstrate a flexible approach to the role.
C14 First Aid Certificate.

Experience
Essential
E1 Ability to demonstrate the competencies required to undertake the duties associate with this level of post having acquired the necessary knowledge and skills in a similar role with qualifications above or necessary experience of personal development in a similar role.
E2 Experience in monitoring quality and operational standards.
E3 Experience of leading teams.

Desirable
F1 Previous experience as Museum Team Leader in large complex organisation.

Dimensions
Assisting in the supervision of a Visitor Experience team of circa. 25 Visitor Experience30 Museum & Gallery Assistants deployed between the Hunterian Museum & Hunterian Art Gallery.
To ensure that all visitors are provided with a courteous welcome and the assistance they require, whilst ensuring the integrity and security of the museum collections and facilities during opening times.
Opening the museum to visitors during advertised hours, in line with the approved procedures.
Recording and monitoring visitor/user figures.
Responding to museum and tourism enquiries, by person or telephone. Maintaining the security and integrity of the museum collections and facilities. Assisting with museum special events and educational activities
Ensuring the readiness of facilities for museum bookings, activities and events. Sale of tickets for temporary exhibitions, and for entry to the Mackintosh House.

Job Features
Planning and Organising
On a day to day basis manage work schedules and rota for the team of Visitor Experience Assistants on a daily basis.
Prioritise workloads in response to business needs within expected timescales.
Plan own working time for the induction of new staff members; carrying out informal return to work discussions following absence and training of new staff members. Responsible for training of staff and inductions.
Manging informal stages of performance issues on day-to-day basis.

Decision Making
Prioritise workload to achieve the best service with resources available, using initiative to delegate workloads, i.e. staff shortages, University events out of hours and assess where overtime may be required.
Respond to service requests and decide on remedial action for customer complaints.
Undertake risk assessments on a daily basis and evaluate what resource/staff is required.
Conduct training analysis and evaluate the training needs of the staff member.

Internal/External Relationships
Internal customers
Outside contractors e.g. Securitas, Constantine
Staff – immediate and wider team
Supervisory colleagues
Visitor Experience Manager
Business Support Team
Department management team

Problem Solving
First point of contact for Museum & Gallery Assistants, departments and building users to identify and resolve issues, queries and problems relating to the museum & art gallery.
Resolve problems independently using initiative and training/experience i.e. dealing with challenging situations.
Emergency response and risk assessments.
Staff related issues including attendance, performance and interpersonal relationships on a day to day basis.

Other
Have the commitment to delivering an excellent service to students, customers and visitors to the museum & art gallery.
Have a good sense of professionalism and ability to lead by example.
Have an understanding of the need for and support staff through change in the workplace.

Terms & Conditions
Salary will be on the Management, Professional and Administrative Grade, level 4, £19,612 – £22,417 per annum, pro rata.

This post is offered on a part-time and open-ended basis, operating a 2 weeks rotating shift pattern, averaging 26.13 hours per week.

Previous applicants need not re-apply.

New entrants to the University will be required to serve a probationary period of 6 months.
The successful candidate will be eligible to join the National Employment Savings Trust (NEST) Pension Scheme.

Vacancy reference: 059886; closing date: 23 July 2021.

It is the University of Glasgow’s mission to foster an inclusive climate, which ensures equality in our working, learning, research and teaching environment.

We strongly endorse the principles of Athena SWAN, including a supportive and flexible working environment, with commitment from all levels of the organisation in promoting gender equity.

The University of Glasgow, charity number SC004401.

We are currently seeking pro-active and enthusiastic part time Visitor Assistants to join our team. If you are passionate about meeting new people and delivering excellent customer service, then we would like to meet you.

Background

The Scottish Fisheries Museum was founded in the old fishing port of Anstruther, at a property known as St Ayles, as a trust and charity in 1969 to preserve, record and interpret the history of the fishing industry in Scotland.

The Museum holds collections of over 65,000 artefacts, 74% of which are of international, UK or Scotland-wide importance and so formally received ‘Recognition of National Significance’ status in 2007.

The Museum has full Accreditation status and is graded a four-star visitor attraction by VisitScotland.

Scottish Fisheries Museum and the Boats Club

The Museum Boats Club is an organisation of volunteers that operates with support from and in partnership with the Museum staff. The Club operates activities in relation to the Museum’s two sea-going historic vessels – ‘Reaper’ and ‘White Wing’. The club organises and carries out maintenance and restoration, plans and delivers a programme of visits to ports and maritime festivals where the boat is opened to the public. Most of the revenue to operate is generated by the Club through appearance fees and donations.

Access for All – the Reaper Pontoon Project

The Museum has developed a project to install a pontoon to permit much improved access to all at various states of the tide in Anstruther Harbour. With the pontoon now in place, we are now seeking to recruit three part-time Reaper visitor guides to work with our Boats Club volunteers and help coordinate safe visits on board the Reaper.

Job Specification

The Visitor Assistant role is to ensure, through providing exceptional standards of customer care and an excellent visitor experience, that all visitors are welcomed warmly, encouraged to learn about and engage with the collections and have a safe and enjoyable visit to the Reaper.

This is a temporary post(s) from 1st July to 30th September, with a one-month probationary period.

It is planned that these will take place on 7 days per week (Mon- Sun) dependant on tides.

The post will be paid at the National Living Wage (currently £9.50 per hour) and there will be 3 p/t posts at 20 hours per week.

Main Activities and Responsibilities:

• To maintain daily ticket sales and booking time slots.
• To sell tickets and be accountable for revenue received on board.
• To welcome the public onboard and disseminate information on “Reaper” and promote visits to the Museum.
• To liaise with Boats Club Volunteers and ensure that health and safety procedures are always observed particularly during access from the pontoon.

• To comply with the Museum’s Health and Safety policy and any policies set out to ensure the safety and welfare of visitors, staff, and volunteers, including assisting in an evacuation.

• To attend customer care and other training sessions outside your core working hours as required for which you will be paid.

• To assist with marketing and evaluation e.g., visitor questionnaires and visitor postcodes.

• To carry out any other reasonable duties as required by line manager.

Essential Skills and Competencies
• Excellent communication and customer care skills
• Excellent organisational skills
• An interest in traditional boats and/or the fishing industry in Scotland
• Ability to work with and liase with a range of people from Museum staff to volunteers.
• Understanding and adherence to the Museum and Boats Club ‘Health and Safety’ and ‘Child Protection’ policies.
• Willingness to undertake training as required.
• Flexible in relation to the part time post

Desirable Skills and Competencies
• Knowledge or experience of the fishing industry & wooden boats
• Interest in assisting with Museum events if required.
• Experience of working within museum or gallery sector.

Conditions of Service

Full information on the policies and practices in place to support staff are contained in our staff handbook that will be made available to the successful candidate. The key benefits aligned to the post are however detailed as follows.

Hours: Minimum 20 hours per week including weekends

Hourly rate: 20 hours per week @ £9.50 per hour.

Annual Leave: Part-time staff have an annual leave entitlement that is pro rata to that of a full-time employee.

Before an appointment can be confirmed, you may be subject to a PVG check.

The Scottish Fisheries Museum is committed to equality of opportunity. The Scottish Fisheries Museum is a charity registered in Scotland (No. SCO06185)
Applications: CV plus covering letter outlining reasons for applying and which skills you will bring to the post addressed to Ian Goodyear, Managing Director, ian@scotfishmuseum.org

Closing Date: 5 pm, Friday, 19th June 2022

Mercat Tours are looking for lively, confident, friendly people to join our Support Team.
We’re inviting people who care about visitors first and last, are passionate about our beautiful city, relish a challenge and will thrive working with our great team.
Purpose and Role;

• Provide visitors with a 5 star warm welcome and farewell
• Advise and assist visitor’s choice of tour
• Promote and process visitor and trade sales
• Maintain our historic site ensuring 5 star experience throughout
• Represent Mercat Tours in a positive, professional manner outdoors at the Mercat Cross and indoors in our reception at 28 Blair Street
• Deliver authentic, high-quality experience for our visitors, helping to create memorable moments
• Work as a positive, supportive member of our great team
• Help drive the growth of Mercat in a positive, sustainable future as part of our dynamic team

Your Skills and Strengths;
• Passion for high quality product and visitor experience
• Excellent communication skills
• Excellent working knowledge of Microsoft Office
• Positive and proactive approach to problem solving
• Attention to detail, cash handling and record keeping
• Thrives working in a team
• Friendly, energetic and helpful
• Commitment to be the best you can be
• Sense of humour!

Details
• Permanent role, flexible hours
• Part-time and full time roles available
• 21hrs per week minimum guaranteed
• Shifts vary in length from 4.5 to 7hrs per day
• Operating hours 9am – 1030pm
• Working week Monday to Sunday
• 3 month probationary period
• We are a Living Wage employer offering £10 p/hr

Benefits
• Your personal development and training is core to your time with Mercat
• Bike to work scheme https://www.bike2workscheme.co.uk
• Access to ASVA card https://www.asva.co.uk
• Use of company holiday home
• Annual discretionary bonus

Interview Process
Stage 1; Successful applicants will be called for an initial ‘meet the team’ chat
Stage 2: An interview with 3 individual members of our team
Stage 3: Successful candidates will be offered a permanent contract with a three-month probationary period. You will receive our award-winning, accredited training to deliver our 5 star visitor experience.

Areas covered in training
• Product knowledge
• Customer care
• Full H&S, fire and first aid procedures

To Apply
Please send to join@mercattours.com;
• Application form – download
• Covering letter (optional)
• 30sec max video – tell us about yourself and why you want to join our Mercat Support Team (youtube link preferred)

Please note the terms to apply – without both the application form and video your application will not be considered

We’re sorry but due to anticipated demand, only successful candidates will be contacted

The Visitor Experience Assistant will work as part of the visitor experience team playing a vital role in delivering a first class cultural and heritage visitor experience. They will provide a warm welcome to visitors, helping them enjoy and engage with the Hunterian’s permanent collections by providing a truly memorable visitor experience whilst protecting the Universities collections.

Visitor Experience Assistants will demonstrate exemplary first-class customer service skills and will engage with clients and visitors by responding knowledgeably to a wide range of enquiries about the museum’s collection, buildings, events and activities and type of services available. They will act as ambassadors for The Hunterian and the University of Glasgow, maintaining a smart and professional appearance and providing a proactive and rewarding experience for all visitors across Hunterian venues.

Main Duties and Responsibilities
To be an ambassador for The Hunterian venues, providing a proactive and warm welcome for all visitors. Promoting a positive image of the University always by personally living the values, maintaining a smart and professional appearance and assisting visitors in a friendly, courteous manner upon arrival and throughout the rest of their journey. To bid a warm farewell to all visitors, actively seeking feedback and encouraging repeat visitation.

To proactively engage, interact, communicate and assist visitors in how best to maximize their enjoyment of the collections. Actively add value to their experience by responding knowledgeably to a wide range of enquiries about the Hunterian’s Collections, buildings, events, activities and type of services available. The Visitor Experience Assistant should be able to convey information regarding local visitor attractions and other tourism highlights.

To provide tours in the Mackintosh House and talks to visitors/groups on specific objects.

Working to support all members of the Visitor Experience Team by monitoring the Hunterian events diary. To undertake set ups for all events in the Hunterian venues including the moving of furniture and AV equipment in accordance with specifications and plans.

To deliver, receive and redistribute stores, stationery, mail, parcels and other goods across Hunterian venues. Complete and hold accurate records of incoming goods as per requirements.

Attend regular briefings, training and meetings as set out by the Visitor Experience Team Leaders and Visitor Experience Manager and participate in an enthusiastic and proactive way.

Assist with keeping all Hunterian venues clean and well presented, including clearing away after events and assisting with event set-ups.

To provide a vigilant presence within the venues ensuring that no damage occurs to the exhibits, or to the fixtures or fittings and ensure proactive fault and maintenance reporting to Estates Services and IT helpdesk, thereafter, monitoring them through to completion.

To sell tickets for exhibitions, cashing up and safely store takings.

Following training act as Fire Warden/Evacuation Chair operator to ensure the safe evacuation of University buildings and act as first responder to all emergencies including administering first aid following first aid training.

Provide content for social media were appropriate.

Undertake periodic compliance checks of The Hunterian venues to ensure a safe working environment for customers/students, including routine fire safety checks, routine lighting inspections. Complete and hold accurate records of checks including using relevant computer systems and software packages.

To assist as required with general and emergency cleaning internally and externally, restocking of consumable items and any accidental spillages.

Regularly review the building manual and highlight areas in need of updating due to changes in the building or process and policy changes. Update sections as directed by Visitor Experience Team Leader or the Visitor Experience Front of House Manager.

Knowledge, Skills and Experience
Knowledge/Qualifications
Essential
A1 Either: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role Or, Scottish Credit and Qualification Framework level 4 in English and Mathematics (National 4) or equivalent, and some experience of working in a similar role.

Desirable
B1 Good knowledge and understanding of the University’s exhibitions and displays.
B2 An awareness of the Equality Act 2010.
B3 Customer Care/Welcome Host qualification(s.)
B4 Knowledge of procedures to be followed in monitoring and reporting visitor behaviour.
B5 Knowledge of the University, policies and procedures, systems and geography, along with a working knowledge and understanding of services provided through University Services.
B6 Understanding of relevant health and safety policies and procedures relative to the role, including manual handling, fire safety and security to ensure you can work safely and respond appropriately to support emergency evacuations.

Skills
Essential
C1 A proactive, flexible and enthusiastic approach to work with focus on providing a first-class visitor experience.
C2 Demonstrable customer care skills.
C3 Good interpersonal, written and oral communication skills to communicate effectively with students, staff and visitors in a courteous and diplomatic manner.
C4 Self-motivated, able to manage time effectively with ability to work effectively as part of a team and unsupervised.
C5 Working knowledge of IT packages such as MS Office, EPOS & Outlook as these will be used to support the on-line fault reporting system and accurately record compliance checks.
C6 Willingness to develop and enhance own skills and knowledge by participating in training to acquire additional skills such as manual handling awareness and broaden knowledge.
C7 Demonstrable ability to act in ways that supports equality and values diversity, including treating all those you meet, with courtesy and respect irrespective of background.

Desirable
D1 First Aid skills (training will be provided).
D2 Ensure a commitment to Health and Safety and Sustainability.

Experience
Essential
E1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role.
E2 Experience providing excellent front line customer focus in a visitor attraction service to a range of customers and visitors.
E3 Experience of cash handling.
E4 Experience of systems and procedures that apply to cultural visitor venues with some experience of working within wider University systems and procedures or from within a comparable visitor attraction.

Desirable
F1 Some experience gained from working in a similarly prominent culture and heritage institution.
F2 Experience of health and safety legislation within a working environment and responding to emergency alarms.

Dimensions
The Hunterian is a standalone service within the University of Glasgow. A range of visitor services are delivered within The Hunterian visitor experience model. Visitor Experience Assistants work across each of the 3 venues on campus typically being aligned to one venue but trained to confidently work across all venues within The Hunterian. Successful candidates to this role will be trained to confidently support all Hunterian Visitor Experience operations and be able to respond to peaks in demand and deliver a consistent service to customers.
As a member of the Visitor Experience Team the post holder will personally deliver a proactive, professional, customer focused visitor experience service whilst demonstrating teamwork, high levels of productivity and quality of services to assist in The Hunterian in retaining its 4* Visit Scotland grading.
The post holder will develop excellent knowledge and understanding of local systems and procedures particular to all Hunterian venues. Day to day functions are carried out under the instruction of the Visitor Experience Team Leader and in close liaison with a range of customers.
The Hunterian venues can accommodate large numbers of visitors at any given time and the Visitor Experience Assistant will confidently interact with a large number of customers daily.

Job Features
Planning and Organising
Some planning and organisation of daily tasks is required of the Visitor Experience Assistant in order to respond flexibly to visitor demands and needs.
Liaise with Hunterian colleagues regarding visitor information, ticketing and Friends of The Hunterian content to ensure that it is kept up-to-date and accurate.
Regular tasks in order to meet service requirements will be delegated by the Visitor Experience Team Leader and/or Visitor Experience Manager.
The post holder will always be expected to wear the museum uniform when on duty and display a professional image.

Decision Making
Using initiative and judgement to prioritise own workload to support the Visitor Experience team on a day to day basis.
Working in line with University policies and procedures, make decisions on routine matters escalating matters to the Visitor Experience Team Leader or relevant service for assistance, as appropriate.

Internal/External Relationships

Communicate regularly with Visitor Experience Team Leader, liaise and communicate with staff, students, visitors and University services.
Respond positively and professionally to University staff at all levels, students, external companies/agencies and visitors.
Working cooperatively with wider Hunterian team and with University colleagues in the short term and longer term to pass on knowledge regarding specific building procedures obtained through working within the Hunterian venues.

Problem Solving
Proactively respond to changes in demand and demonstrate effective problem solving by responding to a variety of enquiries/questions raised by service users and visitors.
Assist visitors, without jeopardy to the Collections, with their enquiries (e.g. location of and routes to additional Mackintosh sites, basic artefact/item information, etc.).
As first point of contact respond to problems within the building including fire and intruder alarm activations, advising and informing all building users as appropriate.
Undertake regular visitor surveys utilising mobile devices.

Terms & Conditions
Salary will be on the Management, Professional and Administrative Grade, level 3, £17,682 – £19,612 per annum (pro rata where applicable).

Please note that there are several roles available, including full time, part time, open ended and fixed-term seasonal positions. Please indicate your preference, if any, in your cover letter.

New entrants to the University will be required to serve a probationary period of 6 months.

The successful candidate(s) will be eligible to join the National Employment Savings Trust (NEST) Pension Scheme.

Vacancy reference: 055789; closing date 25 May 2021.

It is the University of Glasgow’s mission to foster an inclusive climate, which ensures equality in our working, learning, research and teaching environment.

We strongly endorse the principles of Athena SWAN, including a supportive and flexible working environment, with commitment from all levels of the organisation in promoting gender equity.

The University of Glasgow, charity number SC004401.

Job description

Our café has one of the best views in the town! Because of this, we welcome hundreds
of people a week to our café and you’ll have a vitally important role to play. You’ll help
the catering team to deliver high quality service and you’ll work hard to ensure that our
visitors have a fantastic experience.

As well as being available to work beyond the summer season into the winter and spring months, you’ll provide a warm welcome and must have a helpful attitude. You’ll quickly develop an understanding of all our products and ingredients and be able to promote the café’s special offers. Alongside other team members, staff keep the café clean and up to our five-star standard, as well as serving customers quickly, efficiently and promoting our Charity while doing so.

We need people who are available to work weekdays and weekends, full and part-time positions available

Principal duties

• To serve food efficiently from our kitchen, always ensuring friendly customer interaction.
• Be knowledgeable about the products and special offers available.
• Follow the opening and closing procedures.
• Ensure all counters and displays are always clean and fully stocked.
• Ensure all equipment is fully operational.
• Ensure Seabird Café facilities are clean and of a high quality at all times including tables, chairs, highchairs and condiments.
• To keep the dishwashing area working smoothly.
• To assist in the acceptance of stock deliveries and storage.
• To process all till transactions accurately.
• To assist with cashing-up procedures to ensure daily takings are handled
securely.
• Observe all Health & Safety/ Environmental policies and procedures.
• To take an interest in and promote the work of our Charity, including our
Discovery Experience, Gift Shop, Events, and membership to customers.
• Carry out any other relevant duty as directed by the line manager that is within
the competence of the post holder.

Skills and experience

• A customer-focused attitude.
• Ability to achieve excellent results under pressure.
• Consistent delivery of a high-quality visitor experience.
• The ability to work on your own initiative and as part of a team.
• Proficient verbal and written communication skills.
• Basic maths skills.
• Attention to detail.
• Ability to prioritise your work.

Desirable skills

• An interest in Scotland’s marine and coastal environment
• An awareness of and alignment with environmental sustainability principles and practice.

Please see role profile attached below.