Reporting to: Guest Experience Manager
Location: This role will be permanently based at the Pier Head site, Mersey Ferry terminal building. On occasion you may be asked to assist at the Beatles Story, Albert Dock.
Salary: £11.70 an hour
Hours: 30 hours per week
Application Deadline: 14.08.2023
Interviews will take place Sunday 20th August and Monday 21st August. Applicants must be available to attend one of these dates.
The purpose of this job description statement is to describe the general nature and level of work to be performed by the employee(s) assigned to this job title. It is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. The Beatles Story reserves the right to revise this job description as necessary but will do so in consultation with the job holder at the appropriate time.
THE PERKS
- 28 days Holiday Annual Leave (pro-rata)
- A travel pass for local public transport: trains, buses, and ferries.
- Birthday Holiday after 12 months service – “Today it’s your birthday!” incentive.
- Length of Service Benefit – additional days holiday for every 5 years of employment.
- Complimentary tickets to events at the M&S Bank Arena, Liverpool.
ROLE PURPOSE
You will be an integral part of the Front of House Team and assist the Guest Experience Manager in managing the day-to-day running of the Beatles Story’s Pier Head site, the Fab 4 Café and Fab 4 Shop. You will ensure our guests enjoy a premium quality guest-focused service. You will support the Sales Function by maximising income generation activities. You will motivate the team to deliver an engaging service of excellence. This will include the set up of all customer areas prior to opening/closing as well as acting in the role of Incident Manager in any emergency situations.
STANDARDS OF SERVICE
You will have a passion for delivering excellent five-star service. You will have experience in leading a team. You are a role model, a great motivator, and able to get the best out of your colleagues. You work well under pressure and can manage a busy customer environment.
YOUR RESPONSIBILITIES
Guest Experience
- To ensure an excellent standard of customer service is delivered by all team members by monitoring and continually seeking to improve customer service standards.
- To lead and motivate the team to ensure that they are undertaking their allocated tasks and responsibilities.
- Manage customer complaints and queries in the first instance and know when it is appropriate to escalate the complaint to a senior manager.
- Demonstrate a positive presence by being alert and aware of our guests, presenting yourself to the highest standard and demonstrating that you are approachable.
- Support the Catering and Retail Management team to ensure that all financial targets are delivered.
- To act as the Duty Manager, first aider and incident manager on site for the Café and Shop floor areas.
Catering & Retail
- When needed assist and serve guests at all purchase points, handle cash and card transactions.
- Ensure income generation activities are maximised, upselling products at purchase points.
- Ensure team members are following all food hygiene guidelines and that all catering paperwork is filled out correctly.
- Ensure that all team members are trained and confident in all areas of their roles.
- Follow the company policies and procedures regarding deliveries for both the retail and catering department.
- Assist with retail and catering stock takes as when always required limiting stock wastage.
- Be aware of promotional activity and key anniversaries, ensuring procedures are followed.
- To understand company financial targets and work to meet and exceed these targets.
- To increase awareness of sales opportunities including upselling to the team and implement strategies.
- To adhere to The Beatles Story cash handling procedures strictly always.
Performance and Resource Management
- Actively promote the processes of the monthly staff appraisal system aimed at supporting and encouraging staff to give of their best performance and strive for operational and service excellence.
- Ensure that all administration relating to personnel matters is completed and that accurate and timely records are maintained.
- Active support of structured training programmes in line with any brand, vision, culture and values, statutory requirements (e.g., H&S, etc) and yearly objectives
- Assist with a structured programme of training and systematically review/give constructive feedback to ensure that procedures and required standards of performance are made clear.
Operational Standards
- To follow the Beatles Story policies and procedures in relation to opening/ closing the Fab 4 Store and Café.
- To undertake and ensure compliance with the companies Health and Safety and Fire procedures.
- Instruct team members on controlling crowds – organising queues and managing guest flow.
- Ensure that all areas of the attraction are clean, safe, tidy and hazard free.
- Ensure team members carry out daily checks and standards of service. Training team members to recognise faults/problems.
Your Skills
- Demonstrable evidence of delivering excellent customer service and maximising revenue generation, ideally within a retail, visitor attraction or entertainment venue.
- Experienced in managing a team at a retail and or catering environment.
- Experience in operating EPOS systems.
- Experience of achieving performance objectives, particularly with regards revenue generation.
- Ability to motivate the team interactive style to increase sales and ensure efficiency.
- Ability to work effectively in a team with good leadership and motivational skills.
- Good knowledge and experience of providing premium customer service.
- Knowledge and passion for The Beatles and Liverpool.
- Knowledge and experience of implementing HR policy and procedures in the workplace, including recruitment and health & safety.
- Excellent communication, customer service and influencing skills, communicating clearly and confidently in English to a diverse range of guests, staff, peers, and managers verbally and in writing.
- Exemplary personal presentation standards.
- Proficient in the use of Information Technology, able to design and maintain spread sheets and analyse data produced with a good working knowledge of Microsoft Office with the ability to learn other software quickly and easily.
- Able to use telephones, radios, computers, and other technology as required, to aid carrying out your duties.
Any Internal Candidates must first make their line manager aware of their intention to apply for this role.
Application is by CV and covering letter to victorialeyshon@beatlesstory.com