Admissions & Retail Team Member

Job description

Job title:

Admissions & Retail Team Member

Department:

Admissions & Retail

Contract:

Fixed-Term

Reporting To:

Admissions & Retail
Operational Leads

Hours per week:

Varied

1.  Job purpose

•  To provide a warm in-person welcome to all our visitors at our sites across the city.
•  To be knowledgeable of our admissions and retail offers, assisting all visitors with

their purchases.

•  To accurately process transactions through our stock management system.
•  To create and maintain a well-stocked, clean and attractively merchandised shop

and pleasant foyer.

•  To be proactive in achieving the departments financial targets with the aim of

achieving profit and a high gift aid conversion.

2.  Dimensions

•  Maximising profit, through admissions and retail sales.
•  Customer services, by being welcoming and informative.
•  Stock management: allowing for stock to be received and organised methodically,

correctly priced and rotated.

•  Visual merchandising and housekeeping: keeping our spaces and displays presented

to high standards.

3.  Principal accountabilities

Customer Services & Sales

•  Ensure that all of YMT visitors have a great experience at our service desk counters by

creating a friendly and positive environment.

•  Advising customers and dealing with their queries providing product and ticketing

information. This might be helping our visitors to orienteer within our sites, or telling
them more about individual product specifics.

•  Resolve customer complaints to ensure we can recover service turning negatives into

positive experience.

•  Administer sale of tickets to all visitors, including those coming as alone, as a family or

as a group booking; be able to advise visitors on the most appropriate ticketing
option.

•  Accurately process retail transactions whether dealing with school groups or selling

•

high end ceramics.
To operate our stock management system and other admissions/retail equipment
relevant to the job.

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•  Meet sales targets. Upselling products and recommending add-ons to help compliment

a visitor's trip or purchase.
To promote and record gift aid.

•
•  Promoting other YMT activities and events

Administration

•  Safeguard audited control of cash income. Correctly complete daily till opening and

closing procedures in a timely manner.

•  Ensure that pricing and product information is clear, concise and accurate completing

price changes as required.

•  Comply with Health and Safety, and Security regulations to ensure work areas are safe

for both visitors and colleagues.

•  Remain vigilant to the activities of those using the buildings and services, reducing

stock losses to a minimum by maintaining a high level of awareness and alertness.
•  Attend daily briefings and meetings relevant to post to remain up to date on policies

and procedures.

Stock Management

•  Maintain excellent product knowledge so that customers can be fully informed

including specialist stock knowledge where required e.g. Balcony shop or Kirkgate
Sweet Shop.

•  Carry out stock monitoring and replenishment on the sales floor and in the stock

rooms.

•  Correctly process and receive deliveries which can vary from one box to a pallet from

numerous different suppliers.

•  Keep accurate records of stock and deliveries, reporting any errors or discrepancies.
•  Rotate stock regularly applying a first-in first-out principle.
•  Work with wider team to process stock audits as required to monitor stock holding and

stock loss.

•  Follow procedures for recording damages and in-house stock transfers.

Visual Merchandising and Housekeeping

•  Create visually appealing displays which are merchandised to a high standard to

encourage sales.

•  Maintain clean and tidy displays, display units and counters.

Other duties

•  Share knowledge and expertise with colleagues across the team.
To work professionally independent of day-to-day supervision.
•
•  Promote and develop equality, diversity, and inclusion in line with YMT Equality

Statement.

•  Other duties which may be required from time to time which are consistent with the

grading of this post.

4.  Key performance measures

•  Sales performance targets are met, and Gift Aid percentages achieved.
•  High level of customer satisfaction achieved, monitored through customer feedback.

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5.  Knowledge, skills, experience and behaviours

Essential

Team player

•  Understanding of how to use retail & ticketing epos systems
•  Ability to multitask and to work in fast paced environment
•
•  Friendly and approachable demeanour
•  Customer service and excellent communication skills
•  Proven ability to upsell
•  Methodical in approach to tasks
•  Accurate numeracy skills
•  Understanding of sales figures and ability to react appropriately
•  Visual merchandising and housekeeping skills to create appealing displays

Desirable

Interest in working for a historic venue.

•
•  Knowledge of appropriate YMT-specific products e.g. Art, History.

6.  Key relationships

•  Admissions & Retail Operational Leads
•  Admissions & Retail Manager
•  Retail Buyer and Buying Assistant
•  Balcony Shop Coordinator
•  Admissions & Retail Team Members
•  Suppliers
•  VE Site Teams
•  YMT Visitors / Customers

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