Job Description
Job Title:
Guide (casual)
Reporting to :
Customer Services Manager
Grade:
YMT Grade 1, SCP 10 (£7.888 per hour)
Main Purpose of the job
To ensure that a visitor’s experience of the exhibitions, events and facilities run by
York Museums Trust is positive, rewarding and memorable.
Key Results
Core Responsibilities
Guiding
Personally provide a welcoming and
friendly reception and retail service to
visitors and be fully engaged with
enhancing their experience.
Visitors are welcomed and informed
about the Museum, its products and
services.
Liaise with other staff to contribute to
the efficient daily operation of the site.
All site activities take place efficiently
and effectively.
Maintain an up to date knowledge of
visitor events and facilities plus a
knowledge of the city and its
attractions.
Accurate information is given to visitors.
To work with the 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.
Visitors are provided with accurate
information on the collections and
exhibitions.
Help to maintain the galleries in a good, Galleries and public spaces are
presented to a high standard.
clean and safe condition.
Provide a telephone reception service
as necessary; answering the telephone,
taking messages and assisting with
group bookings.
Messages are taken accurately and
passed on the appropriate person in a
timely fashion.
October 2014
1
Admissions
Selling admission tickets for sites as
appropriate, data collecting and
ensuring that Gift Aid contributions are
solicited.
Visitors receive the correct admission
prices, data is accurately collected and
Gift Aid income is increased.
Ensure audited control of cash income.
Cashing up duties are performed
accurately and on time.
Operation of cash registers and other
equipment relevant to the job.
Tills are operated correctly and float is
balanced.
Maximise sales opportunities. Promote
joint tickets and guide books.
Cross selling of attractions.
Process group bookings through the till.
Groups are processed efficiently and all
appropriate paperwork is filled in
accurately.
Retail
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.
Job Dimensions
The post holder is provided with and is
expected to wear a uniform at all times
whilst on duty except when providing
costumed interpretation, for which
the costume will be provided.
Uniform/costume is worn and
maintained in a clean and tidy manner.
The post holder is expected to promote
Gift Aid.
Gift Aid conversions are increased.
There will be a requirement to assist in
the collation of customer survey
information.
Information relevant to our
performance indicators is collected in a
timely and accurate manner.
The post holder will be expected to
carry out any other duties considered
reasonable as required by their line
manager at any of the sites within the
York Museums Trust.
October 2014
2
Key Relationships
Customer Services Manager
Deputy Senior Guide
Front of house staff
All other Trust staff
Qualifications/Skills and Experience
Essential
 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
 Appropriate and presentable appearance
 Flexible approach to work (including bank holidays and weekends)
Desirable
 Cash handling and numerical skills
 Experience of using retail and/or admissions equipment, e.g. tills
 Health and safety awareness
 Willing to continually learn and update knowledge
 Knowledge of digital media (social networking, blogging, etc.)
October 2014
3
Terms and Conditions
Reporting line
This post reports to the Learning Manager.
Salary
The salary for the post is £7.88 per hour and is subject to annual review.
Annual leave
As a casual employee you are not entitled to receive paid annual leave. However, to
compensate you, you will receive 9.04% of your hourly rate for every hour you work,
which will be awarded to you in your pay at quarterly intervals.
Hours of work
Your hours of work are those determined by the needs of the Trust. The Trust is
not obliged to offer you work. You are not obliged to accept work offered by the
Trust.
Probationary period
Appointments are subject to the successful completion of a six month
probationary period.
Pension Scheme
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 scheme, you can do so by contacting www.nypf.org.uk
Period of Notice
The period of written notice required for you to terminate this post is 1 week. The
Trust will give you 1 week’s written notice.
October 2014
4