Current Vacancies
Guide

REPORTS TO: 

Guide Manager

RATE OF PAY: 

£11.54/hr rising to £11.70/hr on successful completion of training period. 

CONTRACT: 

32 hour average per week, with the following rota pattern normally in place.

32 Hour Contract

Week 1

MON

TUES

WEDS

THURS

FRI

SAT

SUN

Shifts

R

R

R

E

E

OFF

OFF

Times

9:45am-6:00pm

9:45am-6:00pm

9:45am-6:00pm

9:45am-4:45pm

9:45am-4:45pm

 

 

Week 2

MON

TUES

WEDS

THURS

FRI

SAT

SUN

Shifts

OFF

R

R

OFF

OFF

R

R

Times

 

9:45am-6:00pm

9:45am-6:00pm

 

 

9:45am-6:00pm

9:45am-6:00pm

Week 3

MON

TUES

WEDS

THURS

FRI

SAT

SUN

Shifts

R

R

R

OFF

OFF

R

R

Times

9:45am-6:00pm

9:45am-6:00pm

9:45am-6:00pm

 

 

9:45am-6:00pm

9:45am-6:00pm

Week 4

MON

TUES

WEDS

THURS

FRI

SAT

SUN

Shifts

R

R

E

OFF

OFF

OFF

OFF

Times

9:45am-6:00pm

9:45am-6:00pm

9:45am-6:00pm

 

 

 

 

JOB SUMMARY: 

The role of the guiding department is to creatively interpret the aquarium exhibits, deliver a program 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 great day out for all.

JOB DESCRIPTION: 

  • Crew 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 exhibit 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.
  • Ensure Guide ethos is carried out daily to visitors and colleagues by maintaining professional standards at all times. Carry out the role of ‘Science Communicator’ and engage in positive dialogue with visitors. In addition to communicating knowledge on the exhibition floors, Guides will also engage in in-depth conversations with visitors while, together, thinking about various topics and current facts.  
  • Carry out microphone presentations and talks throughout The Deep (scheduled and ad-hoc), interacting safely, entertainingly and informatively with the visitors.
  • 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, classroom or activity days for groups, virtual educational outreach talks/presentations, in-person off-site outreach talks/presentations, face-painting, art/crafts/scrap store activities, pantomimes, science experiment demos, wildlife walks and birthday parties.
  • Collaborate with various colleagues at The Deep to help create new informal learning content for half term events and weekend activities. Content will highlight conservation education plans as well as encourage conservation based mind-sets that can inspire positive environmental behaviours through hands on activities and/or in house offers. 
  • Additional work opportunities to take part and assist with sleepover offers and corporate events. Evening and overnight hours are to be expected with flexible arrangements to accommodate weekly daily hours. 
  • 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’ 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, to assist with traffic direction, customer service and litter picking.
  • Provide cover for other Crew 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. Be aware of and report any safeguarding and/or Health, Safety or Wellbeing incidents to the Duty Manager or Guide Manager. 

PERSON SPECIFICATION- ESSENTIAL:

  • Ability to interact effectively and pro-actively with visitors, suppliers and colleagues throughout the organisation.
  • Ability to carry out entertaining and informative talks and presentations to visitors, including children-only groups.
  • Reliable, with a responsible and professional 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.
  • Demonstrate an open for all approach, with experience in supporting visitors with access needs and additional requirements. 
  • Proven team-working abilities and communication skills.
  • Motivated and able to work on own initiative with minimum supervision.
  • Demonstrate excellence in customer care and an understanding of the needs of visitors.
  • 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.
  • 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 & Wellbeing, and safe working standards. 
  • Please note that successful applicants will be subject to a DBS check. Details of The Deep’s DBS policy are available upon request.

PERSON SPECIFICATION- DESIRABLE:

  • Knowledge of marine life, science, geology, environmental issues. 
  • Confidence in delivering remote/virtual presentations and engagement.
  • Microphone and public performance experience.
  • Performing arts experience and/or delivery of talks to a high standard. 
  • Experience of guide work within a tourist attraction.
  • Experience of dealing effectively with Health, Safety & Wellbeing 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.

HOW TO APPLY:

Please fill out both the online Guide Job Application Form and the Equality & Diversity Form

Alternatively, please download the PDF forms for both the Guide Job Application Form and Equality & Diversity Form, and email completed forms to jobs@thedeep.co.uk with the job title as the subject line.

Applications must be received by 9am on the 10th June 2024. Interviews, which will include an applicant presentation, are likely to be held in June 2024. More information will be sent to successful applicants post-closing date. 

If you could like to discuss alternative methods of application due to access needs, please email info@thedeep.co.uk

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