Team Leader/Reception Administrator (Tours & Exhibitions)


Alchemy Recruitment  are acting on behalf of a local public body for the role of Team Leader/Reception Administrator.

Main purpose of job

To be responsible to the Function Management Officer for:-

The provision of an effective front-of-house operation, including the day-to-day supervision of allocated part-time and casual Tours & Exhibitions Reception staff throughout the facility’s hours of operation, including evenings & week-ends;

providing a receptionist, concierge and visitor guide service for all users, including Members, staff, customers, contractors, tourists and the general public to the City Hall Exhibition area;

operating the retail area and all systems and services in relation to bookings, ticketing, refunds, deposits, issue/return of headsets etc.;

ensuring a high quality image of the council is always maintained by providing the highest levels of professionalism and customer care in dealing with visitors.

Summary of responsibilities and personal duties

To plan and supervise the work of all part-time and casual staff at the Tours & Exhibitions Reception and to provide an initial point of contact for visitor queries.

To carry out the relevant duties at the Exhibition reception desk on the basis of the rotas developed by the Unit and to provide the highest levels of professionalism and customer  care to tourists, visitors, the public, Members of Council and staff.

To undertake a ‘Concierge’ role including, having responsibility for ‘meeting and greeting’ all visitors and acting as a single point of contact for all exhibition and tour enquiries and general visitor enquiries. Providing general information on the exhibition themes, tours, the City Hall building and other local tourist attractions.

To be responsible for the handling and security of cash, cheque, voucher, credit and debit card payments relating to personal sales and transactions including cashing-up, reconciliation and banking procedures.

To be responsible for the issuing, monitoring and control of exhibition headsets and for ensuring that sufficient supplies of headsets are available to meet demand.

To open and close the exhibition area each day and ensure all of the displays are presentable and that all systems & services are fully functional, and to report any faults promptly to the Functions & Exhibitions Manager.

To maximise customer spend in the exhibition area through the hiring of multi-lingual headsets, merchandise, souvenir booklets and mobile apps etc.

To deal with all reception desk enquiries, including the display, holding and issuing of relevant council information, and as required to issue information on special council events and initiatives.

To manage and promote the merchandise areas, including the display, sale, rotation, replenishment and stock-taking of merchandise.

To operate any software and information systems supplied, including the point-of-sale and booking systems.

To provide a customer ticket sales and information service in person, email, post, and by telephone using the box office system including the issuing of tickets, reservations, refunds and exchanges and to aid patrons with special requirements.

Assist in recording all visitors entering and leaving the exhibition and to issue and receive passes.

To record statistical information and carry out other administrative duties as required.

To assist with the wider operations of the Civic HQ Unit as required, including Reception cover, general administration and the provision a telephone-answering service.

To assist in the provision of a range of routine business-related administrative activities including but not restricted to customer support, data input and extraction, compilation of relevant statistical information and general administration tasks as required.

To compile and update relevant information on services provided by Belfast City Council and external bodies and provide this on request to tourists, visitors and members of the public.

To monitor customer numbers and behaviour informing the management team of any potential situation or incidents which may require restricting access or the removal of visitors etc.

To assist in the emergency evacuation of the area if so required.

To report accidents, liaising with AED/First Aid Providers ensuring casualties are assisted quickly and effectively.

To carry out light cleaning duties in the public reception and exhibition area when required in order to ensure that high standards are maintained.

To assist with the induction and training of new staff and temporary cover workers on the duties and responsibilities of the post.

To carry out any other relevant duties as directed by members of the Civic HQ Management team.

Interested candidates should forward a current CV via link below or contact John Phillips on 028 9032 3030


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