Visitor Services Assistant Job Description
Context
The Visitor Services Assistant is a member of the front of house team. S/he reports to the
Supervisors and Visitor Services Manager.
Main Purpose of Position
The Visitor Services Assistant is an integral member of front line staff. Acting as a
representative of Discover they must provide an engaged friendly and helpful first point of
contact for the general Public. The Assistant will welcome schools, families, community
groups and any other visitors to Discover and enhance their visitor experience. The role
includes working on the Reception Desk and shop, being a responsible host during events and
assisting the Operations Team. Discover also runs an events programme and projects which
take place at host venues around London. The Visitor Services Assistant provides the same
level of service at these events.
Specific Responsibilities
Main duties
 To proactively meet and greet all customers visiting Discover and at Discover events
externally, engaging with them in an open, welcoming and friendly manner
 Supporting staff and volunteers in the smooth running of the visitor experience
General
 Staffing the Admissions Desk and Front of House,
 Handling money and credit/debit cards, and using ticketing software recording entry of
each visitor, ticket price, and accompanying data if required
 Selling merchandise and refreshments, and staffing the eating area
 Preparing food and beverages for sale as part of the Discover catering function
 Taking information from customers wishing to pre- book future events
 Assisting with the daily preparation of public areas
 Hosting any activity taking place within Discover or being delivered externally by
Discover: meeting and greeting, ensuring the event is running smoothly, preparing the
venue space and clearing the venue space
 Assisting as necessary with hires inside the centre
 Taking responsibility for ensuring the centre is clean, tidy and presentable in line with
providing a first class customer experience
 Regular monitoring and inspection of all public areas.
 Taking responsibility for keeping up to date with information about Discover and its
programming
 Preparing resources for events, story trail and exhibition activities and marketing
materials for various groups of visitors as required
 Awareness of all Health, Safety, and Security issues, resolving these when required and
reporting to supervisors where necessary
 Assisting the work of other Discover staff when appropriate
Discover VSA job description 2015
Personal Specification
Essential
 Experience in a retail or customer care environment
 Excellent communication and customer service skills
 A positive work ethic demonstrating reliability, responsibility and punctuality
 Front of house experience dealing with the public, preferably gained in the arts or
museums sector
 A good team player with a flexible approach
 Ability to deal professionally with a wide range of people
 Ability to keep calm under pressure
 Good verbal and written skills
 Good numeracy skills
 A commitment to providing excellent customer service
 A positive approach and commitment to the work and values of Discover
 Ability to take the initiative when required
 Provide availability for a minimum of 6 days per month two of which must be at
weekends and bank holidays
Desirable





Experience of electronic till and booking systems
An awareness of different learning abilities and styles
Availability to work flexible hours
A commitment to providing and promoting equal opportunities
Experience in a catering environment and barista training
Discover VSA job description 2015