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ADVERT
Gatehouse Assistant
National Botanic Garden of Wales
This is a good opportunity for someone with an interest in customer service and enthusiasm for working
as part of a small and flexible team to contribute to the success of one of the most iconic destinations in
Wales. The National Botanic Garden of Wales is making a real difference to conservation, education,
sustainability, and the enjoyment of the visitor. Find out more by exploring our web site
http://www.gardenofwales.org.uk/.
Gatehouse Assistants are part of the small bilingual retail team at the main greeting reception point in the
Garden where they welcome visitors. This includes providing a wide range of customer direction and
information services, promoting admission and membership sales, and encouraging visitor enjoyment.
Tasks and responsibilities are varied and involve cash handling, collecting and co‐ordinating information
and activities, driving buggies around the site, and participating in other activities that promote the
Garden’s reputation and ongoing success.
You will need to have a warm welcoming manner with good interpersonal communication skills, and
fluency in written and spoken Welsh. Able to work both collaboratively in a team, and independently
taking responsibility and acting on your own initiative, you will also be able to use an EPOS till system and
Microsoft Office applications such as Word, Excel, and Outlook. Someone who can juggle priorities while
staying calm when under pressure in a busy environment, you will also be well organised, dependable
and adaptable. This role requires a well mannered, smart and polite individual, keen to advise and assist
visitors and to provide high levels of customer care. You must be able to work flexible hours including
weekends, Bank Holidays and special events as well as covering in other departments if required. A
Knowledge of, and interest in, the Tourism sector and previous experience of retail would be an
advantage but are not essential.
OUTLINE DETAILS OF APPOINTMENT
Starting from the soonest date which can be arranged, this is a permanent part‐time role covering with
other members of the team on a 2 days out of 7 basis. The salary meets National minimum wage.
Informal enquiries are welcome and should be directed in the first instance to Sarah Thomas, Director and
Management Team PA sarah.thomas@gardenofwales.org.uk 01558 667153
Applications, in the form of a cover letter and CV clearly showing how you meet the criteria should be
sent, preferably as electronic copy, to sarah.thomas@gardenofwales.org.uk 01558 667153 by Friday 14th
October 2011. Interviews are currently planned for Monday 24th October 2011.
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NATIONAL BOTANIC GARDEN OF WALES
GARDD BOTANEG GENEDLAETHOL CYMRU
Job Description
Post Title Gatehouse Assistant
Grade Assistant
Department Commercial
Reports to Head of Trading and Admissions
Responsible for No management responsibility for others
Post Reference*
OUTLINE purpose of the role
Gatehouse Assistants are part of the small bilingual retail team at the main greeting reception point in the
Garden where they welcome visitors. Responsibilities include providing a wide range of high standard
customer direction and information services, promoting admission and membership sales, and
encouraging visitor enjoyment. Responding to routine and individual needs, covering for others in the
retail team as well as more widely across the Garden, and supporting the Garden’s core mission. Tasks are
varied and involve collecting and co‐ordinating information and activities, driving buggies around the site,
and contributing to a range of other service activities that promote the Garden’s reputation and ongoing
success.
A. General Responsibilities
1. Welcoming and serving customers and visitors providing wide‐ranging, knowledgeable, and
professional bilingual visitor services, operating face‐to‐face, on the telephone and via e‐mail
enquiries.
2. Demonstrating high standards of customer care at all times. Aiming to promote visitor enjoyment,
maximise sales, and encourage return visits as well as wider customer satisfaction and positive
feedback.
3. Reliably, efficiently, and creatively with others in the gatehouse and retail team, ensuring operations
are smooth and needs are covered at all times.
4. Contributing and communicating as a member of the Garden staff team to any activities or duties that
support and promote the Garden, and help in its smooth day‐to‐day running and its overall success.
5. Supporting and promoting the ethos, activities, and reputation of the National Botanic Garden of
Wales. Facilitating and encouraging use of the Welsh language.
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6. Observing health and safety systems and procedures. You have a responsibility to work safely at all
times and to report any potential hazards, faults or problems to the Head of Trading and Admissions,
the Duty Manager, or an appropriate responsible or senior person.
7. In all aspects of the role, building excellent relationships with others inside and beyond the Garden is
expected.
Specific Duties
8. Attending for work punctually and dependably with a clean and smart appearance wearing a name
badge at all times.
9. Selling admissions and events tickets, gift vouchers, Garden guides, trail‐guides and other materials or
items. Dealing with group booking enquiries, sending out booking forms, greeting coach groups on
arrival.
10. Actively promoting and encouraging sales of gift aid and membership to our visitors in an effective,
efficient and friendly manner.
11. Guiding visitors and others by indicating where things are in the garden, what is on, the areas of
interest, and what to look out for. Learning about, and increasing your personal knowledge of the
Garden and its activities in order to be able to do this effectively.
12. Answering the telephone with a bilingual greeting and in a polite and friendly manner, transferring to
relevant persons and/ or taking messages. Passing on messages by e‐mail, phone, or radio as
appropriate.
13. Taking money and handling cash using the EPOS till system. This includes handling credit/ debit cards
and gift vouchers. Providing change to other staff if needed. Cashing up at the end of the day,
ensuring that the tills balance.
14. Taking a pride in the Gatehouse environment, keeping all work areas, entrance and subsequent areas
for visitors clean, tidy and in order.
15. Gathering information, entering data into spreadsheets, and monitoring and reporting Gatehouse
information and customer feedback.
16. Checking the buggies, driving as requested to transport visitors or items around the Garden, and
reporting and faults.
17. Liaising and working with Volunteers, acting also as a Volunteer liaison point.
18. Dealing with enquiries about mobility access and aids, organising and booking aids, and showing
people how to use the mobility scooters or helping them get wheelchairs.
19. Taking Lost/Found property enquiries and entering any Lost/Found property into the appropriate
files.
20. Guiding visitors and showing the AV theatre film as required.
21. As necessary participating actively ‘hands‐on’ as part of on‐floor trading team throughout the Garden
(gift shop, plant sales, or other areas).
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22. Dealing politely with visitor comments and complaints, responding directly or as appropriate taking
note and referring matters elsewhere.
23. As required acting as the focal co‐ordinating point for any accidents and incidents, liaising with other
staff and/or the Duty Manager as necessary.
24. Such other duties as from time to time may be allocated.
This description sets out the current duties which may be varied from time to time in line with
organisational need.
You may be required at times to work in other areas as required by the Head of Trading and Admissions,
the Duty Manager, or members of the Senior Management Team.
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PERSON SPECIFICATION
Specified below are the criteria considered necessary to fulfil the role.
This information is made openly available to applicants and will form the basis for the recruitment
and selection process.
Only those applicants who meet these criteria adequately will be considered.
Criteria and evidence expected: Method of
Assessment
Occupational
assessment
application
Education/Qualifications
Interview
Knowledge/Experience
Paper
Competencies/abilities
Essential Criteria
1 Good general standard of education with evidence of good standard of √ √
literacy and numeracy (indicated by at least GCSE or A level qualifications)
2 Demonstrated customer service focus with awareness of your impact on √ √
the customer experience and enthusiasm for achieving targets
3 Evident interpersonal communication skills – with customers, managers and √ √
colleagues. Able to readily generate conversations with others
4 Able to work both collaboratively in a team, and independently taking √ √
responsibility and acting on your own initiative
5 Evidence of ability to handle cash and operate an EPOS till and competence √ √ √
at using Microsoft Office applications such as Word, Excel, and Outlook
6 Clear spoken voice, with polite and friendly telephone manner √ √
7 Previous record of punctuality, dependability, reliability and honesty √ √
9 Well organised, adaptable, and able to find creative ways to solve √ √ √
problems.
10 Ability to multi‐task and juggle priorities as well as staying calm and friendly √ √
under pressure in a busy environment.
11 Fluency in written and spoken Welsh is essential √ √ √
DESIRABLE CRITERIA
1 Knowledge of, and interest in, the Tourism sector √ √
2 Ability and willingness to work flexibly in relation to working times/days √ √
3 Genuine interest in the mission and purpose of the Garden and enthusiasm √ √
for contributing to development of its team spirit, reputation, and ethos
4 A background in retail would be an advantage but is not essential √ √
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