Leisure Steward
Casual shifts

A L E X A N D R A PA L AC E , A L E X A N D R A PA L AC E WAY, LO N D O N , N 2 2 7AY • 02 0 8 36 5 2121 •
ALEXANDRAPALACE.COM
A L E X A N D R A PA R K A N D  PA L AC E C H A R ITA B L E TRU S T I S  A R EG I S T E R E D  C H A R IT Y  • C H A R IT Y REG I S
TR ATI O N N U M B E R: 2 819 91

ABOUT ALEXANDRA PARK AND PALACE

Alexandra Park and Palace is a major event, heritage and
cultural destination in north London.

We deliver great experiences for everyone, every day of
the year, at major events like the darts or music gigs, to a
round of pitch and putt or a skate on the ice. We are
known for our diverse entertainment programme, our
natural parkland and panoramic views of the city.

ROLE DESCRIPTION

The Leisure Stewards are responsible for supporting
the smooth running of all Leisure operations across the
site including the ice rink, pitch and putt, and boating
lake.

Experience of working directly with customers and the
ability to ice skate with confidence are essential.
Previous experience working in an ice rink or leisure
venue is desirable.

The hourly rate is £13.85 (London Living Wage)

Applicants must be 18 or over due to the nature of work and shift patterns

HOW TO APPLY

To apply for the role of Leisure Steward please send your CV and a cover letter outlining
how you meet the requirements of the role to recruitment@alexandrapalace.com.

We have casual work available (where shifts are offered on an as and when needed basis).

Applications will be shortlisted on receipt.

Due to the volume of applications, we are unable to provide feedback to those not shortlisted
for interview.

DBS CHECK

As part of our commitment to ensure a safe environment, we require all staff who may in the
context of their role work closely with children and young people and adults at risk to
complete an Enhanced (without barred list) Disclosure and Barring Service check which will be
reviewed every three years. This role requires an enhanced criminal records check from the
Disclosure and Barring Service which we consider to be satisfactory. This will be arranged and
paid for by Alexandra Palace prior to any shifts being offered.

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JOB TITLE

Leisure Steward – casual shifts

DEPARTMENT:

Ice Rink

RESPONSIBLE TO

Ice Rink Duty Managers

JOB PURPOSE

To support with the smooth running of Leisure operations across
Alexandra Park and Palace including Ice Rink, Pitch & Putt, and Boating
Lake, providing a friendly and approachable customer service.

KEY INTERNAL
RELATIONSHIPS

Visitor Services Assistants
Ice Rink Visitor Services Assistants
Leisure Supervisors

KEY DUTIES AND
RESPONSIBILITIES

1.  Assist customers at the different leisure operations: Ice-Rink, Pitch
& Putt and Boating Lake taking payment for activities and helping
people enjoy activities safely. May include selling merchandise or
food and drink.

2.  Deliver an efficient and effective hire service by making sure

customers are using the correct equipment, ensuring it is in good
repair and correctly stored e.g. ice skates, skating aides, pitch and
putt equipment and pedalos at the boating lake.

3.  Maintain high standards of customer service by greeting all

customers appropriately, checking tickets, answering customer
enquiries (which may relate to other events taking place at
Alexandra Palace) and behaving in a manner that upholds
Alexandra Palace’s standards and values.

4.  Working as part of a team, prepare the site for activities, private

hires and events.

5.  Establish a clean and tidy working environment maintaining high

standards of presentation throughout the site including hoovering,
picking up litter, tidying site areas, cleaning tables and emptying
waste bins

6.  Facilitate the use and maintenance of the machinery/equipment i.e.
ice re-surfacer (Olympia) by putting the ramps on the ice and
sweeping up snow ensuring that all sessions start on time with
fresh and smooth ice.

7.  Act in a health and safety capacity at site ensuring that evacuation

procedures are followed and any incidents reported to a
supervisor or Duty Manager.

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.
PERSON
SPECIFICATION

ESSENTIAL

DESIRABLE

First Aid at Work qualification

EDUCATION /
QUALIFICATIONS

Applicants must be 18 or over due
to nature of the work and shift
patterns

Able to speak English to a level
that enables you to complete your
job effectively

DBS check (this will be arranged
and paid for by Alexandra Palace
prior to start of any shifts offered)

EXPERIENCE

Experience of working directly
with customers

Experience of working in a Leisure
environment

Experience working in a box office
with a ticketing system

Awareness of Alexandra Park and
Palace operations and events

Awareness of health and safety
processes and procedures

Experience answering customer
queries and assisting with
complaints and questions

SKILLS / KNOWLEDGE

Ability to skate with confidence

Ability to swim and willingness to
undertake Lifeguard training

Strong communications skills with
the ability to approach customers
and offer assistance

Reliable and punctual

Customer focussed

Well presented

Team player

Positive outlook with a can-do
attitude

Available to work a flexible shift
pattern including weekends,
evenings and some bank holidays

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DIMENSIONS
Financial responsibilities
n/a

People management responsibilities
n/a

GENERAL OBLIGATIONS

i.  Health and Safety

All employees have a legal duty to ensure the health and safety of people at work and members
of the public on site in accordance with H&S legislation and AP policy.

ii.  Equality and Diversity

Alexandra Palace is committed to the fair treatment of all our staff.  We are committed to
giving equal access to recruitment and selection, promotion and career development, training,
pay and benefits. We will provide reasonable support to disabled applicants throughout the
recruitment process. If you feel that you need any additional support or reasonable adjustments
to take part in the interview process, please contact the HR team

iii.  Safeguarding

Demonstrate commitment to safeguarding of children, young people, and adults at risk.

iv.  GDPR

To handle personal data in accordance with the organisation’s data protection policy and to
record all processing activities in the organisation’s data register where appropriate.

v.  Sustainability

We are committed to a Sustainability strategy and policy, working towards finding new,
innovative, and economical ways to stay green.

CUSTOMER SERVICE STANDARDS

VALUES AND BEHAVIOURS

1.
2.
3.
4.
5.

We are Collaborative
We are Bold
We are Open and Genuine
We are Passionate and Fun
We are Resourceful

The Core Competency Framework

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Each competency has an overall description. It is then broken down by level into “We will” and
“We won’t” indicators. This role is a level 1 (of 4) and therefore should be demonstrating
behaviours at level 1.

1.  We are COLLABORATIVE

“We work as one team, sharing ideas, knowledge and insight to achieve our common purpose”

We Will

l

team

    Work together collaboratively- acting as one
1
e
v
e
L

  Communicate with colleagues and other
teams - building relationships, sharing
information and reducing silos

  Attend and actively participate in team

meetings

  Look for frequent opportunities to socially

interact across the organisation

  Ask for help more often
  Pro-actively offer help if a team member is

struggling

We Won’t
  Wait to be asked for help or leave people

to struggle
  Work in silos
  Make decisions without consulting each

other

  Withhold information from others
  Be silent and uncommunicative
  Hold back because of lack of time or

interest
Ignore the phone or customers


  Act divisively

2.  We are BOLD

“We are bold and we embrace change – we constantly look for new opportunities and innovative ways
of doing things”

We Will

l

    Bring creative ideas to work, share them
1
with others and influence to make them
e
v
happen
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  Be adaptable and open minded - listen to

new ideas and try new things

  Demonstrate a passion for learning put self
forward to be trained and to train others
  Be more vigilant in spotting the things which

could be better

  Admit when a mistake has been made or

could have been done better

  Welcome change as a way to learn and grow

We Won’t
  Resist change and new ways of doing things
  Be afraid to try new things
  Be defensive when constructive criticism is

offered

  Make the same mistakes
  Hold back ideas
  Blame others if new things go wrong
  Dismiss or shut down ideas without

suggesting alternatives or looking at ways
to make it work
  See setbacks as failure

3.  We are OPEN AND GENUINE

“We are inclusive and diverse - welcoming all through our doors. We are genuine - we do what we say
we will and do it in a way that is in line with our values.”

We Will

We Won’t

l

    Treat people with respect, irrespective of
1
e
v
e
L

their opinions, beliefs or background

  Demonstrate good manners with everyone
  Listen to others and value their opinions
  Take time to get to know other individuals
and teams, who they are, what they do and
how we can help

  Disrespect colleagues or customers
  Single out, exclude or discriminate against
people because they are different to me or
for any other reason

  Dismiss the views of others because their

opinion and perspective is different to ours

  Criticise colleagues in front of others or

  Discuss things in person and not rely on

the public

email

  Be more culturally aware and understanding

  Take sides when hearing different opinions
  Bring personal problems into work on a

of difference

regular basis

  Work sensitively and collaboratively with all
  Meet commitments and keep promises -
follow up on enquiries or requests for
information promised
  Confront difficult situations

  Talk or gossip about others
  Talk the organisation down inside or out
  Fail to deliver on what we have promised

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4.  We are PASSIONATE & FUN

“Our job is to put smiles on people’s faces, by being engaged and passionate about all that we do. We
deliver our purpose with fun and enjoyment”

1

l

e
v
e
L

We Will
  Demonstrate enthusiasm and excitement

in the delivery of our roles

  Express passion, energy and fun with

colleagues and customers

  Focus on quality – completing work on

time and accurately

  Take visible pride in our work every day
  Be self- motivated and stay positive even
when sometimes it is hard to do so
  Deliver the best experience for our

customers

  Look for opportunities to bring fun to

work

We Won’t

  Create a negative atmosphere
  Demonstrate a can’t do attitude
  Allow the negativity of others to affect me
  Take things to heart
  Take a careless attitude to the quality of

our work

  Say “I don’t know” – I will go and find out
  Say “It’s NOT my job”

5.  We are RESOURCEFUL

“We use what we have creatively to get the best results possible, solving problems and overcoming
difficulties”

1

l

e
v
e
L

We Will
  Be determined to deliver making best use

We Won’t
  Bring problems without thinking of possible

of the resources we have

solutions or suggestions

  Say yes more often and then work out how

  Abandon problems hoping someone else

to do it with what we have

will solve them

  Say “Yes” if I know I can’t do something
  Use budget as an excuse not to do things
  Be wasteful of time, resources, energy and

equipment

  Use initiative to solve problems – seeing
every problem as a challenge and an
opportunity to grow

  Minimise wastage and recycle more
  Look after resources as if they are personal

belonging s- keeping them tidy and
maintained

  Make suggestions on how to make things

more efficient or reduce cost

  Take accountability and show a “can-do”

attitude

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