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Reports To: Visitor Experience Officer

Salary: £10.75 per hour

Working Hours: Part time, approximately 20 hours per week but some flexibility will be required. Shift pattern is 5 hours per day between the hours of either 8am – 1pm or 1pm – 6pm. To support our main Museum events, weekend and bank holiday working will be required, including New Year’s Day (time off in lieu will be given for these).

Please note that this role will have a rolling closing date and we will be interviewing relevant candidates as we get them through.

About the Role

The Receptionist role at Brooklands Museum is a key contributor to the smooth running of the site, as Reception is often the ‘go to’ place for visitors seeking information or assistance.

Based at the Visitor Information Desk in the Clubhouse, at the centre of the Museum site, you will be in a fast-paced environment where good organisational and communication skills, together with the ability to prioritise and multi-task will help you to deliver.

A small team of Receptionists will individually cover the Visitor Information Desk on a rota basis across our seven-day operation.

You will be part of the Visitor Experience Team, reporting to one of our Visitor Experience Officers and will play your part to ensure that the Museum consistently provides a high-quality experience to all.

Brooklands Museum welcomes over 185,000 visitors each year, these are made up of members of the public, Brooklands Members, VIPs, corporate hospitality guests and school groups.

Key Success Criteria

Brooklands Commitment ‘Brooklands at its best, every day’ is consistently delivered. You consistently help us to deliver an enjoyable, memorable, and targeted experience for all our visitors in a well presented, fully operational and safe environment.

Providing an efficient, warm, friendly and informative customer focussed reception, administration and information service.

All queries are answered in a timely manner and dealt with personally where possible, referring to the relevant individuals if needed.

All visitor feedback is handled in a calm, professional manner with issues being escalated as appropriate.

Any incidents are handled in line with our Policies and Procedures, with timely escalation to the Duty Manager as needed.

All visitor interactions are of the highest standard and promote the Museum as a leading visitor experience.

You provide an effective handover to your colleague/Security at the end of your shift

You keep yourself up to date with Museum activities, helping to identify any potential issues in a timely manner and reporting them to the Duty Manager or other appropriate member of the Museum team

Main areas of responsibility:

• 
  Resource the Museum’s Visitor Information Desk effectively to provide a friendly and professional service to all.
• Provide a warm welcome to all visitors arriving at the Museum for business meetings, corporate functions, hospitality, Members or other events, ensuring that these visitors are announced to the relevant member of the Museum team, visitor passes are issued where appropriate with records including visitor and access logs accurately maintained.
• Managing the Museum Switchboard and Reception email, responding to the queries by providing high quality information, routing to other relevant individuals or taking and forwarding messages as appropriate.
• Signing out keys, ensuring full details of individuals requesting keys and the keys issued are maintained.
• Managing the receipt of post and parcels; receiving and signing for deliveries, mail etc ensuring addressees are notified and packages are stored safely.
• Liaising with other members of the Museum team including the daily Duty Manager to ensure seamless coverage of the Visitor Information Desk and all other on-site activities and to ensure continuity of service to customers.
• Monitoring the site CCTV system and notifying the Duty Manager or responsible person of any incidents or concerns.
• Monitoring and responding to alarms and ensuring any alarm indications are radioed to facilities/property team and the Duty Manager is alerted.
• When the Campbell Gate entrance point is not operational -
  • Monitoring and managing controlled access to the Museum by operating the electronic security gate, ensuring only authorised people are entering site.
  • Selling tickets and collecting gift aid donations to visitors arriving in cars or by foot via the Campbell Gate.
• Making announcements on the PA system and use radios to contact people across the site.
• Operating or assisting those with mobility issues with operating the Clubhouse stairlift.
• Creating, checking and amending bookings, dealing with transactions including but not limited to ticket, merchandise or tour sales. Familiarising yourself with procedures to booking systems, operating tills and credit card machines and taking over-the-phone bookings when necessary.
• Logging and processing lost property including managing the lost property cupboard.
• Supporting the Duty Manager as required with incident management eg. First Aid, lost/found children, calls for ambulances and other emergency services, ensuring they can access site without any problems.
• Keeping the area tidy and well presented.
• Ensuring information is handed over efficiently between other Reception team members to enable a consistent and efficient service.
• Ensuring that you keep up to date with developments in the Museum including changes in our offer, events and activities.
• Undertaking general administration activity including bookings, data entry on databases, Excel and collating records etc.
• Providing cover at Campbell Gate, our Events entrance, from time to time as needed
• Liaising with onsite third parties - Brooklands Motor Company, Heritage Skills Academy and the London Bus Museum, taking messages or deliveries for them where necessary.
• All tasks are carried out in line with the Museum’s Policies and Procedures to ensure consistent standards and a safe working environment.

Please note this is not an exhaustive list of duties and the Museum’s may allocate similar tasks to support the other teams within the Museum.

PERSON SPECIFICATION

Desired Knowledge

• Working within a visitor attraction, customer facing or hospitality environment
• Experience of working in a fast-paced administration role with a need to prioritise and multitask
• Experience using Microsoft office, including Excel, Outlook, Word and databases

Skills & Competencies

• A calm, professional manner, especially when under pressure and multi-tasking in a busy demanding environment
• A warm and friendly personal style
• Possess good communication skills with the ability to adapt your approach to suit your audience, and conduct all interactions in a professional, engaging and approachable manner
• Confident at ‘owning’ a query or issue with the ability to use initiative and common sense to resolve problems
• Quality administration skills with a high level of attention to detail
• Excellent visitor services skills and experience of engaging with an array of users over the phone, via email and in person
• Be able to demonstrate a good understanding of best practice in customer service
• Have a willingness to embrace and adapt to change and to try new approaches
• Full First Aid at Work certificate is desirable (or willingness to obtain the qualification)

Benefits

Our benefits package includes opportunities for continuous learning, 25 days holiday in addition to Bank Holidays and Christmas Eve, flexibility to help you maintain a healthy work-life balance, 4% employee pension contribution, access to wellbeing support and Mental Health First Aiders. We also offer free onsite parking, discounts at our onsite Café and Museum shop as well as free access to all that Brooklands has to offer.

Working at Brooklands Museum

In line with our charitable purpose, we are active in ensuring that Brooklands is inclusive, so that everyone can feel welcome at, and benefit from, Brooklands Museum, including as visitors, staff, trustees, volunteers, members, partners, freelancers, contractors, participants, schools, and anyone else who wishes to visit or be involved with the Museum.

We have invested in our organisational culture over recent years and encourage everyone to be their true self at the Museum. The team have committed to ensuring we all feel involved, supported, and appreciated, by working as one team, communicating thoughtfully, being proactive and showing we care.

We recognise and embrace people that work in different ways, so if you need any adjustments to our recruitment process, please speak to our recruitment team who will be happy to support you.