Guest Engagement - Facilitator

Job title: Eden Engagement Team Seasonal Facilitator Job family: Engagement, Learning and Entertainment Job family definition Roles within the Engagement, Learning and Entertainment job family focus upon the Eden experience, providing interpretation, activities, learning programs, encounters and events, which engage, inspire and entertain, thus enhancing individuals understanding, experience, skills and enjoyment. Role purpose To welcome and engage with Eden's visitors through its seasonal programme, ensuring that all visitors gain the maximum enjoyment, enlightenment, satisfaction and great customer service from their visit to the Eden Project and have enjoyed all the activities that are offered. Key accountabilities Provides a warm and friendly welcome to all visitors, engaging in conversation, responding to questions and providing assistance to enhance the visitor's experience and to reinforce their relationship with Eden, its aims and ethos. Facilitates an activity and encourages visitors to participate in a fun and friendly manner and being aware and up to date on current exhibitions, forthcoming attractions, educational resources and site facilities, ensuring visitors have the opportunity to enjoy all that is on offer. Monitors visitor activity, liaising with colleagues and team leaders to sympathetically manage visitor flow and minimize queues. Monitors visitor feedback, concerns and complaints, escalating serious issues or incidents about the seasonal programme or activity to the Supervisor or Team leader. Assists team members to organize, prepare, and deliver activities and workshops using a variety of materials, performance techniques and communication tools. Monitors and maintains the working environment, ensuring work areas and hosting stations are kept clean and tidy and reporting any structural damage or defects that may affect the safety or enjoyment of visitors and staff. Demands of the role Education & qualifications A basic standard of numeracy and literacy is required. Knowledge & skills The jobholder will have developed their customer service skills to the level where they are confident to proactively engage with visitor groups made up of people from a wide variety of cultural and social backgrounds. Decision- making The majority of decisions are governed by well established procedures although the jobholder will have some discretion in how they prioritize their work and the approach they adopt when engaging with visitors. Unusual or serious situations will be referred to the Lead Team member or Supervisor. Resourcefulness The jobholder collaborates with colleagues and the leadership team, contributing creative ideas for improving the way in which a seasonal activity is presented and promoted to visitors. Some reactive problem solving will be a requirement for the role. People & asset Management May need to occasionally assist less experienced colleagues and volunteers. Shared responsibility for the care and security of assigned materials and equipment, together with a small cash responsibility. Communication & visitor experience Interaction and communication are central to this visitor facing role. The jobholder will use their skills, experience, and knowledge to tailor their approach and the delivery of their communications to suit the audience and the given situation. Use a variety of traditional and digital media as signposting and narration tools. Operational environment This role is an active one requiring a lot of standing and working within extreme environments such as heat in the biomes and all weathers for external events. Weekend and evening working is a regular feature of the role. Together with weekend and shift work.