Canterbury City Council
JOB DESCRIPTION
Job Title:
Casual Visitor Services Officer
Department:
Community Services
Division:
Culture and Enterprise
Current Grade:
Scale 2 - 3
Reports to:
Visitor Services Development Manager
Supervises:
N/a
Main Purpose
To deliver a high quality service that exceeds customer expectations and enhances the visitor
experience. To play key roles in providing information services, delivering events and
activities, income generation and in ensuring the safety and security of all buildings and
museum collections.
Duties/Objectives
1
To assist with the operation of visitor services within Canterbury district ensuring that all
aspects of the service are accessible by customers within published hours.
2
To work flexibly within the team, covering the various activities required for the smooth
daily operation of the Information centre, Coach Drop Off Point, Mobile Teams,
Information Points and the running of the district museums in Canterbury, Herne Bay
and Whitstable
To provide an excellent level of customer care across all aspects of the service (may
not always relate to Visitor Economy)
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4
To maintain the safety and security of buildings and environmental controls; retail items
and cash; and museum collections, ensuring all keys are kept safely and securely
5
To meet (and exceed) individual annual performance targets and to contribute to
annual team targets, as set by the Visitor Services Manager
To sell a range of retail items, services, events and activities and be able to process
transactions through the EPoS till system
To take part in retail activities including maximising sales, promotions and stock takes
To support visitors and schools’ use of learning interactives, hands-on areas and
activities and ensure these areas are well stocked, re-ordering resources where
required
To take part in delivering special events and activities if running during working hours
To introduce the districts museums to groups, monitor use of the displays and feedback
information to managers
To participate in strategies to gain feedback from customers and gauge visitor
satisfaction levels
To maintain an excellent working knowledge of the Canterbury district in terms of local
amenities, events and facilities and to build knowledge of the museums collections and
its significance
To collect, categorise, organise and file information and events and compile lists as
required
To maintain and update computer records including computerised accommodation and
event information
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Visitor Services Team Leader
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To attend regular staff meetings, internal and external training courses as appropriate
To work flexibly within the team sharing knowledge, information and experience
17
To assist the Visitor Services Manager with the management of any health and safety
issues within the building including the completion of annual workplace risk
assessments
18
To be able to work across a seven day rota including bank holiday and occasional
evenings
19
To maintain a close working knowledge of all relevant policies and developments in the
area of Tourism and Museums and make recommendations to the team as appropriate
20
To take an active part in ensuring a high level of presentation of all buildings through
regular cleaning and tidying
21
Canterbury City Council provides a wide range of services that have a significant
impact on children aged 0 – 18 years. The council is committed to safeguarding and
promoting the welfare of all children who are in contact with us through these services
This role requires an understanding for safeguarding and promoting the welfare of
children and requires an enhanced CRB disclosure.
To carry out other duties commensurate with the grade and skills of the post holder as
may be directed
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The duties of the post are subject to review and in this respect the details contained are
provided as an aid to performance of the contract of employment
Contacts
General public, educational students and staff; Council Officers and Members of staff
from within the industry; maintenance operatives
Visitor Services Team Leader
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Canterbury City Council
PERSON SPECIFICATION
Job Title:
Casual Visitor Services Officer
Department:
Community Services
Division:
Culture and Enterprise
Current Grade:
Scale 2 - 3
Reports to:
Visitor Services Development Manager
Supervises:
N/a
AREA
DEFINITION
Qualifications
GCSE Maths and English or Equivalent
Experience
Experience of working in a customer service role involving face-toface customer service and accounting for cash
Experience in the travel, tourism or hospitality industry
Excellent inter-personal and communication skills
Basic computer skills
Knowledge
Specific knowledge of Canterbury and the wider East Kent area
(Desirable)
At least one other foreign language is preferred (Desirable)
Accuracy with retail systems and confident selling skills
(Desirable)
Manager:
Date:
Authorising Manager:
Date:
Employee:
Date:
Visitor Services Team Leader
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