3 vacancies - 14.5 hours per week, working every Saturday and Sunday. Permanent position reporting to the Guide Manager.
Normal hours of work will vary, but usually fall between 9am and 6.15pm. Additional hours, particularly during peak school holiday periods, may be available and would be paid at your normal hourly rate.
£7.87/HR RISING TO £8.33/HR ON SUCCESSFUL COMPLETION OF TRAINING PERIOD
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The role of the guiding department is to creatively interpret the aquarium exhibits, deliver a programme of events and offer fantastic customer service to The Deep’s visitors. The guides inspire an understanding of the sea that promotes conservation action and an understanding of the beauty and wonder of the marine world as well as helping to create a fantastic day out for all.
JOB DESCRIPTION
- Staff key points within the visitor attraction to monitor and control visitor flow and provide excellent customer service (for example at ‘pinch points’ like the entrance turnstile, scenic lift and popular tank vantage areas).
- Pro-active engagement, discussion and interaction with The Deep’s visitors, ensuring their enjoyment of their visit (and scientific understanding) through excellent customer service and interpretation of the exhibits.
- Carry out presentations and talks throughout The Deep, for example at the Discovery Corner area where guides discuss and handle marine species or handling insects, interacting safely, entertainingly and informatively with the visitors, along with microphone talks in this and other areas.
- Lead occasional guided tours of the attraction and/or behind-the-scenes for groups/special bookings, to bring added value to visits.
- Participate in special events, demonstrations and activities for example sleepovers, face-painting, art/crafts/scrap store activities, pantomimes, science experiment demos, wildlife walks and birthday parties.
- In conjunction with the Guide Manager and/or Duty Manager deal with day-to-day health & safety checks, issues, security and housekeeping in the attraction.
- ‘Queuebust’ – interact with waiting visitors, inform them of queue times, local attractions, Deep information, ticketing and customer service issues, ensuring safe and effective use of crowd control mechanisms both inside and outside the attraction, maintaining visitor flow.
- ‘Perform’ around the site and attraction as one of The Deep’s mascots, in costume, to distribute information, pose for photographs and entertain the crowds.
- Accompany The Deep mascot to help them with the above and to ensure their safety and welfare.
- Car Park control, to ensure effective flow of traffic, security and operation of ‘Pay & Display’ system.
- Provide cover for other staff areas within The Deep, for example retail, ticketing and café. These duties may include (but are not limited to) customer service, housekeeping, the operation of tills and ticketing machines, cleaning, cash handling and catering support.
- Fire marshall and key handling duties.
PERSON SPECIFICATION: ESSENTIAL
- Ability to interact effectively with visitors, suppliers and colleagues throughout the organisation.
- Ability to carry out entertaining and informative talks and presentations to members of the public.
- Reliable, with a responsible attitude towards work.
- Interest in meeting and working with a high volume of visitors, whilst maintaining enthusiasm.
- Ability to handle (sometimes challenging) customer queries or complaints effectively.
- Enthusiasm for The Deep as a major visitor attraction and for providing a first class service within the leisure and tourism industry.
- Proven team-working abilities.
- Motivated and able to work on own initiative with minimum supervision.
- Demonstrate excellence in customer care and an understanding of the needs of the customers.
- Excellent personal presentation and ability to build a rapport both one-to-one and with an audience.
- Willingness to learn about aquarium exhibits and interpretation techniques and ability to retain and recall high volume of facts.
- Proven interest in marine life, science and/or geology and environmental issues.
- Flexibility with regard to hours of work in response to customer demand.
- The ability to manual handle safely (with correct guidance and equipment).
- Awareness of Health & Safety.
PERSON SPECIFICATION: DESIRABLE
- Knowledge of marine life, science, geology, environmental issues.
- Microphone and public performance experience.
- Personal experiences linked to the oceans.
- Experience of guide work within a tourist attraction.
- Experience of dealing effectively with Health & Safety issues, including risk assessments.
- Appreciation of the tourism industry and the needs of visitors/tourists.
- Other communication skills, such as sign language or a foreign language.
- Experience of cash handling and till operation.
TO APPLY:
Download and complete an application form on-line at https://www.thedeep.co.uk/our-ethos/working-for-us or collect a paper application form from The Deep visitor attraction reception or retail desk between 10am and 5pm each day. For queries please contact: Louise Kirby at louise.kirby@thedeep.co.uk, 01482 381004.
If you are interested in a different job at The Deep (eg Restaurant & Catering Assistant) a separate application form must be completed accordingly. Applications must be received by 9am, Monday 26th February 2018. First interviews are likely to be held on Thursday 1st and Friday 2nd March, with second interviews w/c 5th March 2018, and the start date for successful applicants shortly thereafter.
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