ROLE DEFINITION
POSITION:
Front of House Assistant
LOCATION:
Bristol Aquarium
RESPONSIBLE TO:
Guest Experiences Manager
Duty Manager
Bristol Aquarium Management Team
RESPONSIBLE FOR LIAISON WITH:
Zoological Department
Catering Department
Marketing Department
Bristol Aquarium Management Team
MISSION:
To offer fun in parks which are safe and environmentally
friendly, and guarantee a high quality of service, with
customers served by a motivated team, to ensure that
they are satisfied and want to return.
ROLE PURPOSE
To offer world class customer service and maximise sales opportunities throughout the attraction.
RESPONSIBILITIES
Customer Service
1. To provide a world class level of customer service at all times.
2. To be approachable, friendly, knowledgeable and engaging when dealing with customers.
3. Work with, and alongside, other Bristol Aquarium departments to provide the highest level of
customer service.
4. Be presentable, professional, friendly with a positive approach (smile) at all times.
5. Ensure that signage is in good order and correct.
6. To assist the cleaning staff when requested to ensure that the attraction is presentable
throughout the day.
Retail & Sales
1. To operate the retail and admission tills ensuring transactions are correct and efficient and
that queues are well managed. Follow cash handling procedures at all times.
2. To have complete product knowledge of the exhibits, talks and all commercial activity
including retail and catering.
3. Effective contribution to achieving sales targets including the delivery of coin operated rides,
souvenir guidebook sales, Annual Memberships, Birthday Parties and other related saleable
products.
4. To achieve set sales targets at all times. To maximise the sales and spend opportunities by
up-selling and suggestive selling
5. Ensure all saleable products are on display, in good working order, correctly priced and that
stock levels are maintained as appropriate.
Presenting
1. Deliver set talks and workshops to a world class standard at all times.
2. To develop own approach to presentations and shows while working within set guidelines.
3. Continually develop product knowledge to assist with performance of presentations and
shows.
4. To encourage audience participation and question and answer sessions.
5. Tailor presentations and shows to audience.
Education
1. Continually develop product knowledge to assist workshop sessions.
2. Encourage workshop participation and questions.
3. Deliver educational and group tours of Bristol Aquarium.
4. To ensure all health and safety guidelines are adhered to at all times
Birthday Parties
1. To deliver exciting, entertaining and educational birthday parties when requested ensuring
that all aspects of the birthday party are coordinated including tours, the correct catering is
provided and that the costume character is available.
2. To ensure all health and safety guidelines are adhered to at all times.
Costumes
1. To wear when requested the Bristol Aquarium character costume and to remain in character
while in the costume.
2. Responsible for the correct use and safe keeping of costume characters.
Additional Responsibilities
1. To assist in the opening and closing of the admission desks and retail areas.
2. Provide office assistance for sales, administration, marketing, bookings and telephone
enquiries.
3. Process administration correctly including timesheets and Annual Membership applications.
4. Responsible for executing correct emergency procedures including fire and evacuation.
5. Follow health and safety guidelines at all times.
6. To wear correct uniform and name badge and maintain a high standard of appearance at all
times.
7. Excellent time keeping and attendance.
8. Responsible for following correct company procedures inline with staff handbook and
published protocols.
9. Effective and pro-active use of time and resources.
10. Awareness and promotion of the Aspro conservation strategy.
11. To distribute leaflets and assist with the marketing of the attraction as requested.
12. Responsible for following the daily FOH rota unless requested not to do so by a member of
the Management Team.
13. Effective and pro-active use of time and resources
14. Ensure all security procedures are adhered to.
15. To undertake any adhoc duties as requested by the Management Team.
16. To work as per the rota that will include weekends and bank holidays and may, on occasions,
include evening hours to assist with late opening of the aquarium.
17. To assist the Displays team with talks and education sessions as necessary and appropriate.
18. To assist with stock checks and other audit procedures.
19. To help with deliveries
PERFORMANCE MEASURES:
1. Commercial CPP’s are achieved
2. Till procedures are followed and z reads balance
3. Excellent level of customer service, measured by feedback and customer surveys
4. Display areas are replenished, merchandised correctly and tidy at all times
5. Excellent timekeeping and attendance
From time to time the company may make reasonable requests for you to undertake duties not
necessarily covered in the above.
Agreed by:
…………………………………………..Post Holder
………………………………………….. Manager
Date…………………………….
Date……………………………..