JERSEY HERITAGE JOB DESCRIPTION. Visitor Services & Audience Development Manager. Approximately 18 (Permanent, Seasonal and Ad Hoc)

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1 JERSEY HERITAGE JOB DESCRIPTION Title: Department: Reports to: Reports In: Visitor Services Co-ordinator Visitor Services Visitor Services & Audience Development Manager Approximately 18 (Permanent, Seasonal and Ad Hoc) Based at: Jersey Museum (with regular travel to visitor sites) Hours: Full Time Purpose of Role: To lead, manage and co-ordinate the team of Visitor Service Assistants (VSAs), to provide exceptional visitor services and a friendly welcome at Jersey Heritage s visitor attraction sites. To develop the VSA s skills and knowledge and optimise income generation through admissions, membership and retail sales. Support the Visitor Services and Audience Development Manager with all aspect of the delivery and administration of audience development projects as required. Main Responsibilities and Key results Areas: Visitor Services Team Co-ordination 1. Manage the effective staffing of VSAs at all sites by preparing the annual VSA staff rota, in accordance with articulated requirements, and ensuring its effective implementation throughout the year. Providing cover for sickness and other absences and additional resources for scheduled events as required. 2. When required to fill gaps in staffing and provide extra cover at sites for special events and busy days, undertaking the role of VSA at any of the visitor attraction sites.

2 3. To ensure the VSAs are confident and competent in the use of all Front of House equipment including the telephone systems, till and PDQ, Jersey Pass machine, Front Desk PC, and membership database and provide first line support in the event of the tills going down. 4. To visit sites on a daily basis to manage VSAs on site and to ensure the following: a. High levels of customer care are delivered b. Correct standards of presentation of all information (e.g. pricing, leaflets, guide books), at the front of house desk and retail areas. c. Correct standards of personal presentation (e.g. name badge, uniform) d. Retail merchandise is correctly displayed and stock levels maintained e. VSAs have an appropriate knowledge of the range of retail products f. Appropriate standards are adhered to in respect of mystery visitor shopping activities and VAQAS assessments. g. To monitor and supply Till and PDQ rolls and other Front Desk stationery supplies. 5. Organise, distribute and re-stock leaflets (including Jersey Heritage Visitor Guides), site stationery, till rolls, posters and other forms to all the visitor attraction sites. 6. Work with the Visitor Services and Audience Development Manager to plan, co-ordinate and deliver VSA training and to evaluate the results of the training by observing the VSAs in action on site, undertaking mentoring delivering further training and development activities on a one to one basis if required. 7. Assist with the co-ordination of and undertake the annual performance and personal development review process with individual VSAs and support from the Visitor Services and Audience Development Manager. Communication and Team Work 8. To work closely with colleagues and other team members across Jersey Heritage and in Commercial Operations including: a) The Membership Services Officer to ensure VSAs deliver high levels of services to members and maintain high levels of accuracy in the completion of membership forms and use of membership database. b) The Heritage Lets and Venues Manager and team to provide effective staffing for special events and group bookings and ensure sites are informed and prepared. c) The Operations and Security Manager and team of Site Gardiens to ensure that JH standards of Health and Safety and Security are maintained by the VSAs.

3 d) Commercial Manager and Retail Assistant to ensure retail sales are optimised and high standards of merchandising maintained. e) Volunteer Co-ordinator in respect of appropriate staffing at the sites with Volunteer Visitor Hosts and to direct and manage the Volunteer Hosts on site to ensure that they provide the right support to the VSAs and Site Gardiens. Finance, Till Security and Cash Handling 9. To understand and monitor the Front of House till operations and cash handling procedures in line with the requirements of the finance department, and to ensure that all VSA s understand and follow the current procedures, maintain high levels of accuracy and documentation. 10. To liaise and work with VSAs and the Finance Director, as necessary, to address errors or mistakes in till operations or cash handling. 11. To monitor the budget and order supplies for Till and PDQ machines. Administration 12. To arrange and attend regular and ad hoc VSA team meetings. 13. Arrange team communications in an effectively and timely way by visiting sites, ing and/or telephoning as required. 14. To annually and periodically review and update the VSA Handbook and other FOH forms and procedures. 15. Checking and authorising VSA timesheets on a monthly basis in preparation for payroll and maintaining accurate Holiday records for the VSA team. 16. To manage the ordering and distribution of VSA uniforms and badges. 17. To manage files, documents and other records effectively for the VSA team maintaining high standards of organisation, adherence to data protection requirements and security particularly in respect of sensitive information. 18. Develop and maintain a good working knowledge of Jersey Heritage and all its activities, events, exhibitions etc. to ensure appropriate and effective communication of information within the department and wider organisation. Audience development 19. To assist the Visitor Services and Audience Development Manager in the coordination and administration of visitor and audience development projects as and when required.

4 General 20. To undertake any other duties, as Jersey Heritage may at times reasonably require. 21. To take responsibility for own personal development, in line with agreed annual performance objectives and professional CPD requirements. 22. To adhere to and promote the Museums Association s Code of Ethics for Museums. Working hours This is a full time role 37.5 hours per week. Normal working hours are 08.30am to 17.00pm, Monday to Friday. Some weekend and Evening work will be required. There will be a requirement to provide on call duties on a rotational basis at weekends and bank holidays. Please note: This job description is provided as a guide to the principal, current duties of the job. It does not form part of the contract of employment. Signed:.. Name: Visitor Services Co-ordinator Date Signed:.. Date Name Bridget Houseago Visitor Services and Audience Development Manager Knowledge, Skills and Experience required: The job requires: Previous customer service and retail experience Previous supervisory or people management experience Excellent customer service skills Excellent interpersonal skills Excellent communication skills Numerate Neat and tidy appearance

5 The ability to work in a small team with daily interaction across the wider organisation Flexibility, enthusiasm and a can do approach. First Aid Certificate (desirable) A full, clean driving licence is essential. Own transport available for work would be desirable *Visitor Assurance Quality Assurance Service (VAQAS) VAQAS, Visit Britain s Visitor Attraction Quality Assurance Service is an accreditation system that assesses the quality of visitor experience offered by participating attractions throughout Britain. Assessors look at all aspect of the visitor experience from customer service to catering, interpretation to activities.