Job Description
Job Title:
Reporting to :
Grade:
Contract:
time
Welcome Team – Visitor Assistant
Art Gallery Manager & Welcome Team Leaders
YMT Scale 1-2, SCP 10-13, £7.96 per hour
Temporary, 1 year, part time and Temporary, 6 months, part
Main Purpose of the job
You provide a safe, welcoming, friendly and informative environment for the
visitor to ensure that their experience of the exhibitions, events and facilities run
by York Museums Trust is positive, rewarding and memorable. You undertake to
help with the security of the buildings, grounds, collections, staff and equipment.
You will work in all aspects of the operation - admission, retail and guiding,
leading general/bespoke tours of the collection or exhibitions and engaging with
our online visitors via social media platforms like twitter, flickr, blogging and
facebook etc.
Core Responsibilities
Key Results
Guiding
Engage, welcome, inform and orientate
the visitor.
Visitors are welcomed and informed
about the Art Gallery and its services.
Demonstrate understanding of and
sensitivity to meeting the special needs
of disabled visitors.
Visitors with special needs and
requirements cared for.
Provide a telephone reception service
as necessary; answering the telephone,
taking messages and assisting with
group bookings.
Messages are taken accurately and
passed on to the appropriate person in
a timely fashion.
Sensitivity to visitors with diverse
cultural backgrounds.
Visitors with diverse cultural
backgrounds feel welcome.
Retail & Admissions
Inform visitors about the benefits of
YMT membership and convert this into
sales on admissions.
Visitors are sold the membership
scheme, resulting in sustainable
revenue streams and targets achieved.
Maximise sales opportunities. Promote
Cross selling of attractions.
1
Jan 2015
joint tickets and guide books.
Process group bookings through the till.
Groups are processed efficiently and all
appropriate paperwork is filled in
accurately.
Deliver exceptional retail customer
service at all times, greeting customers
politely, recommending suitable
products and achieving add-on sales
through engaging conversations.
Meet and exceed all required sales
targets.
Keep the shop areas well stocked and
beautifully merchandised.
The cleanliness and stock of the shops
are maintained, keeping all areas tidy
and free of clutter, ensuring standards
are met at all times.
Operation of cash registers and other
retail equipment relevant to the job.
Tills are operated correctly and float is
balanced.
Ensure audited control of cash income.
Cashing up duties are performed
accurately and on time.
Maximise sales opportunities.
Cross selling of product and attractions
Promote Gift Aid
Gift Aid conversions are increased.
Act confidently but tactfully, with a
broad range of people, including
dealing with difficult situations.
Difficult situations are dealt with swiftly
and complaints are acted upon
immediately
Information
Maintain an up to date knowledge of
visitor events and facilities, and
maintain a general knowledge of the
city and its attractions.
Interest and awareness of events
across the Trust and the city.
Demonstrate enthusiasm and
knowledge to the visitors about the
collections and exhibitions on display.
Work with curatorial and other staff to
develop an up to date knowledge of the
collections on display and exhibitions to
meet the needs of the visitors.
Successful and enjoyable public events.
Continuous development of knowledge
about collections.
Contribute to the learning opportunities
provided by the Museum Trust.
Visitors have learning opportunities.
Teamwork and Supervision
Daily briefings and meetings attended
relevant to post.
Staff are aware and up to date on
events, procedures, maintenance work
that may effect daily operation or the
visitor’s experience.
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Jan 2015
Assist in training new support staff
through shadowing in gallery spaces,
admissions and retail.
New staff and volunteers are
supported.
Monitor stock levels of marketing,
education and other public information
displayed.
Public information is up to date and in
stock.
Security
Ensure appropriate security of the
buildings, grounds, collections, staff
and equipment.
Security procedures are followed.
Understand the security issues for
buildings and collections and act
appropriately.
Active up to date awareness of security
issues and their resolution.
Be vigilant to the activities of those
using the buildings and services.
Collections and property are secured.
Liaise with cleaning staff during their
operations.
Cleaning staff are able to clean the site
effectively.
Accept and sign for deliveries, report
stock levels and maintenance defects
in the building to team leaders.
Deliveries are accepted being mindful
of security procedures and protocol.
Safety
Maintain a thorough knowledge of
emergency procedures, and their
implementation.
Regular practice drills of emergency
procedures and safe environment for
all visitors and staff ensured.
Assist with the evacuation of the site in
the event of an emergency.
Correct procedures take place.
Help to maintain the galleries in a good, Galleries and public spaces presented
clean and safe condition.
to a high standard.
Collection care
On occasion assist with the cleaning,
handling, transportation and
maintenance of collections, displays,
exhibitions and equipment, reporting
any defects.
Assist with the presentation of objects
and exhibitions.
Training
Undertake any necessary training to
deliver a sensitive and professional
Reporting on any defective display.
Working as a team.
Willing to undertake continuous
professional development.
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Jan 2015
visitor focused service.
Have knowledge of how and where to
obtain first aid treatment.
To undergo training when and if
required.
Other
A uniform is provided and must be worn
whilst on duty, except where protective
clothing is needed. (Personal
protective equipment will be supplied).
You will be required to work regular
weekends and public holidays as well
as some evenings.
You may from time to time be required
to undertake such other duties of a
similar nature which fall within the job
purpose outlined above and which are
consistent with the grading of the post.
You may at any time be required to
work at any of the other Trust sites.
Key Relationships
Art Gallery Manager
Welcome Team Leaders
Senior Curator for Art
Art Curatorial Team
Art Learning Team
Volunteers Team
Venues Team
Technicians
Contractors
Qualifications/Skills and Experience
Essential
 Cash handling and numerical skills
 Experience of using retail and/or admissions equipment, e.g. tills
 Experience of working in Customer Service and with members of the public
 Ability to communicate with a diverse range of people in a friendly,
effective and helpful manner, and the ability to consider the needs of
disabled and overseas visitors
 An understanding of security considerations for buildings open to the public
 Appropriate and presentable appearance
 Flexible approach to work (including bank holidays and weekends)
 Willing to continually learn and update knowledge of collections, the
history of the gallery and the building.
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Jan 2015
Desirable
 Health and safety awareness
 Willing to continually learn and update knowledge
 Knowledge of digital media (social networking, blogging, etc.)
 Experience in delivering first aid and ensuring public safety.
5
Jan 2015
Welcome Team Visitor Assistant, temporary (1 year or 6 month roles), part time
Terms and conditions of service
Health
Prospective employees must be cleared by the Occupational Health Service as
medically fit for employment by the Trust, and are advised not to give notice to
terminate their present employment until clearance has been received.
Probationary period
Appointments are subject to the successful completion of a six month
probationary period.
Reporting line
This post reports to the Art Gallery Manager.
Salary
The salary for the post is YMT SCP10-13, £7.96 per hour
Annual leave
The annual leave entitlement is 25 days per annum increasing by five days after
five years continuous service with the Trust, plus public holidays, pro rata.
Hours of work
The hours of work are 33.75 or 20 per week for the 1 year posts and 31.75 or 20
per week for the 6 month roles, worked over a seven day rota.
Period of notice
The period of written notice required for you to terminate this post is 1 month.
The Trust will give you 1 month’s notice increasing statutorily.
Pension
You will be enrolled into the North Yorkshire Pension Fund on the first day of
employment where your contract is of 3 months duration or more. If you wish to
opt out of the pension, you can do so by contacting www.nypf.org.uk
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Jan 2015