Supervisor (Cafe, Shop and Welcome Team) in Hexham

3 days per week ( min 18 hours per week during Winter and 21 hours during Summer)

Responsible for: Supervising Sill Visitor Welcome Team Assistants in Retail, Cafe and Welcome team and provide events support

Workplace: The Sill, Bardon Mill, Northumberland

Job Purpose

To provide a warm,courteousand engaging welcome to all visitors to The Sill National Landscape Discovery Centre. To actively support the delivery of events. To promote Northumberland National Park, TheSilland the surrounding area. To actively promote the sale of merchandise using outstanding product knowledge. To supervise the Sill Visitor Welcome Team and Cafe Team .

Key Result Areas

• Welcome and engage with visitors to the centre in a warm and courteous manner and orientate visitors around thebuilding
• Support event delivery by ensuring the premisesareready for events, this includes ensuring the premises are clean and tidy.
• Welcoming audiences and clients to the building and give key messages includinghealth and safetyandhousekeeping
• Liaise with event deliverers during events, providing refreshments and retail offer for events outside regular opening hours.
• Coordinate delivery of trade fairs, trader events.
• Act as building/event supervisor for events(this will require workingadditionalhours, which will vary depending on events and covering for colleagues)
• Liaise with caterers to ensure catering needs are met during events that yousupervise
• Supporting colleagues to ensure the events you supervise are run to a highstandard
• Monitor and replenish consumables for the building.
• Deal with any customer complaints from start to finish.
• Provide information,inspirationand advice to visitorsin order toincrease their knowledge and enhance the enjoyment of the National Park and surrounding area and to give a better understanding of thePark
• Help with the day to day running of the centre including supervising the Sill Visitor Welcome Team and the Cafe Team.
• Help ensure the retail and cafe offer is wellpresented at all times.
• Log building defects and repair requests for the Estates team
• Process banking
• Promote and sell events, car park passes and any other tickets asrequired
• Actively promote sales of the merchandise,giftsand publications with outstanding product knowledge. Be aware of market trends, salesprofitsand opportunities. Promote local producers and their businesses.
• Support the café team in daily delivery of the service.
• Check that all areas are clean,well presentedand wellmaintainedat all timesand that the retail areas are fully stocked, well labelled and clean.
• Working with and supporting volunteers, making sure they have the resources and information they need.
• Inform visitors about accommodation, attractions,eventsand activities in the area.
• Ensure that work and service provision is carried out in a manner which safeguards the health and safety of the workforce and thegeneral publicobservingand applyingH & S Policy and Practices. Report to the designated H & S representative accidents and dangerous occurrences.

Partnership and Liaison

• As part of a team, provide a culture which fosters innovation, creativity, opencommunicationand collaboration throughout theAuthority
• Ensure that trade fairs enhance the reputation of the Sill and the Authority by developing and supporting high quality events which are well supported andattended
• Adopt effective and constructive relationships with colleagues,partnersand external contactsin order topromote effective partnership arrangements for the delivery ofhigh qualityservices.
• Monitor and contribute to regular reports for the evaluation of visitor satisfaction in the Northumberland National Park and the National Landscape Discovery Centre.

Other Duties

• Will berequiredto open and close the building,activateand deactivate the alarm systems andassistwith evacuation procedures.
• Operate the EPOS till system, process payments,maintainand updateaccuratefinancial records complete the end of day cash reconciliation and banking processes asrequired. Price stock and be aware of the budgets andtargets
• Provide advice for customers making selections onpurchasingproducts and choosingevents
• Ensureaccuraterecords aremaintainedregardingthe centre operation and compile regular reports for monitoring andevaluation
• Interrogate the EPOS system forinformation
• Liaise with other sites, Tourist Information Centres & partners and share information re events, transportetc
• Participate in training and development and attend relevant courses, exhibitions and any other events asrequired
• Assistin other events to promote the Northumberland National Park and the Sill
• General administrative duties to support the operations of the centre including filing, responding toemailsand taking messages.
• Maintainappropriate workrecords to the required authority standards,observingdata protection, privacy and confidentiality rules andprocedures
• Capture and update client data using our CRM systemsin accordance withthe authorityprotocol
• Encourage visitors to donate to appeals, sign up to gift aid and recruit tomembership
• Assistwith room setting, for example moving tables and chairs asrequired
• May berequiredtoassistwith exhibition installation and de-installation
• May berequiredto invigilateexhibitions
• Proactively support the promotion of equality and inclusion in all areas of work.
• Other comparable duties as may berequired.
• This role will involve regular evening and weekend working.

Person Specification

Qualifications and Knowledge

• Excellent knowledge and interest in Northumberland National Park and the surrounding area including geography, roads and communications, places of interest & local history.
• Good general level of education with good literacy and numeracy skills including GCSE Mathematics and English Language qualifications to grade C or above, or equivalent qualification.
• Demonstrable knowledge of the health and safety requirements ofthe day to day running of a public building eg fire safety and risk assessments.
• Excellent knowledge of our retail offer and product range.

Skills

• Proven excellent customer care skills with the ability to relate and communicate effectively with a wide range ofcustomers
• Effective IT skills and experience of using IT to achieve workobjectives.
• EPOStrained
• Ability to deal with customercomplaints
• Delegation of work to a small team

Experience

• Significant experienceof working in a tourism or retail including use of a cashregister
• Experience of passing on knowledge of Northumberland National Park to visitors
• Experience of event organisation and proven delivery of successful events including planning and preparation and liasing with suppliers
• Experience of cash handling
• Ability to place purchaseorders

Personal Qualities

• Passionate about the Northumberland National Park and the surrounding area.
• Flexibility with working hours to provide cover for colleagues and events.
• Friendly and communicative with a commitment to customer care.
• Dependable, reliable and a good timekeeper.
• Displays and encourageshigh standardsof honesty, integrity,opennessand respect for others.
• Ability to work a flexible working pattern including working weekends, bankholidaysand evenings. Rotas and hours worked can vary between seasons throughout the year.
• Ability toremain calm and professional at alltimes

Role Requirements

• This role will require the ability to stand and/or walk around for sustained periods of time with some need to bend or carry items.
• May berequiredto work alone for extended periods (when working at sites other than The Sill)
• Some travel to other work sites, area offices or training venues throughout the park and occasionally further a-field.
• To be wellpresented at all times, including wearing a uniform
• Knowledge of National Park purposes
• NVQ level 2 in Tourist Information or equivalent
• Qualification in event management and delivery
• Knowledge of environmental and rural issues
• Knowledge of a second European language
• Experience of working in an attraction or heritage/cultural venue

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