Visitor Service Assistant

Visitor Service Assistant

Role Description

This is a key role where you will be the first point of contact and assistance for our all of our visitors,
whether at the admissions gate, digitally or on the telephone.

Hours: Variable hours to cover 7 day per week rota. Must be willing to work weekends, bank
holidays and school holidays when required.

Location: This position will be based at the Admissions Gate Kiosk at Dartmoor Zoo.

Reporting to: Admissions and Retail Manager

Benefits:

•  Free zoo entrance for immediate family
•  Free access to other BIAZA zoos
•  Discounts in restaurant and shop
•  Free parking
•  Enhanced sick absence, maternity, paternity and adoption leave.

Main tasks

−  Deliver high levels of customer service in line with standards and training provided.
−  Be the first point of contact for visitors arriving at the zoo and provide a proactively friendly

service.

−  Handle all telephone, answerphone and email enquiries in an appropriately timely and polite

manner.

−  Respond to and action, or delegate to the appropriate department lead, any queries or

complaints.

−  Take admission payment using the epos system or log their pre-booked ticket, annual pass or

experience.

−  Promote Gift Aid to any paying visitor and provide them with other appropriate information.
−  Upsell products and services, for example on the day experiences and trail sheets.
−  Answer any visitor questions or refer them to a colleague when needed.
−  Use radio communication to announce the arrivals of experiences, deliveries and client meetings

to the appropriate department/staff member.

−  Keep the admission kiosk and entrance way clean and tidy.
−  At times of day with low visitor interaction, support the department with administrative tasks.
−  Follow all DZS policies and procedures.
−  Undertake training as required.
−  Step in to support the rest of the operations team in case of sickness or break cover.
−  Undertake any other tasks that may be required from time-to-time as may be consistent with

the nature and scope of the post.

Visitor Service Assistant

Employment criteria

Our ideal candidate will:
−  Have outstanding customer service and communication skills.
−  Be able to upsell and promote products and services.
−  Be calm under pressure and able to de-escalate any complaints.
−  Have excellent organisational skills.
−  Be able to multi-task.
−  Be IT literate in the use of Microsoft Office and other software.
−  Have an eye for detail to accurately record information.