Visitor Experience Crew with Guiding.

Location UK / Belfast

Job Type Permanent full-time

Salary See description

Updated 4 days ago

Reference 1439593

 Job Description

Excellent opportunity for a Visitor Experience Crew with Guiding.

Job Summary:

This role is vital to the success of the Visitor Experience and will contribute significantly in maximising the guest experience. You will have responsibility for interacting with visitors throughout the Titanic Belfast and SS Nomadic Visitor Experience, including implementing policies and procedures relating to all aspects of the experience, and providing an excellent service to guests at all times.

In addition to existing Visitor Experience staff duties, the Visitor Experience Crew member will provide costumed and non-costumed guided tours to visitors/clients/students, deliver first person narratives in character and will facilitate workshops for Education groups as required.

Key Job Information:

Contract: Permanent Annualised Hours. This involves working a set number of hours over the year, rather than per week. Longer hours may be worked over our busy high season months, and less hours may be worked during our slightly quieter low season months.

Hours: 37.5 hours per working week – Must be fully flexible across the week to work daytime, evening and weekend shifts.

Reporting to: Visitor Attraction Experience Manager

Location: Titanic Belfast, SS Nomadic and other locations as needed

Main Duties and Responsibilities:

– Interacts with guests throughout the visitor experience in all of the following roles:

  • Atrium: Manage the queue system, ensuring that all time slots enter the galleries on time.  Queue bust by sharing with visitors, facts about our building, the slipways and Drawing Offices.
  • Admissions: Scan tickets, checking ticket types, queue bust by sharing facts about Nomadic and its significance to the Titanic story. 
  • Arrol Gantry: Effectively manage the queue for the Shipyard Ride by staying in constant communication with your colleagues. During busy periods, entertain visitors by sharing facts about the shipyard.
  • Level 3&4 Galleries: Maintain a presence in the Level 3 & 4 Galleries, interacting with guests and answering visitors’ questions.  Ensure a good visitor flow throughout the galleries and respond to any pinch points.
  • Titanic Beneath: Interact with visitors on the Titanic Beneath Glass Floor by recounting Dr. Robert Ballard’s discovery mission and highlighting key features on Titanic as she lies on the seabed.
  • Ocean Exploration: Interact with visitors and answer their questions concerning the footage in the Ocean Exploration Centre.  Assist with the delivery of workshops as and when required.
  • Group Host: Coordinating the arrival and admission of tours and education groups including boarding coaches and delivering a Titanic greeting, escorting groups into the Atrium and into the galleries. 

– Provide an exceptional tour experience for Titanic Belfast & SS Nomadic guests through effective and engaging communication of the tour scripts.

– Responsible for adapting tours depending on size, nature, visitor demographic and operational conditions.

– Acting as a primary evacuation marshal for your area, you are responsible for a calm evacuation of all guests in an emergency.

– This role may require interacting with visitors throughout the exhibition including character or costume-based interactions.

– Compliance with the Titanic Belfast Health and Safety and Manual Handling Policies and Procedures

– Proactive and positive approach to embracing organisational Health and Safety culture

– To undertake your duties in such a way as to enhance and protect the reputation and public profile of Titanic Belfast

– Ensure adherence to and compliance with all GDPR / Data Protection related policies and procedures

– To undertake such other relevant duties as may from time to time be required.

The above reflects the main elements associated with this position. It is not intended to be exclusive or exhaustive.

Essential Criteria:

  • Has a genuine interest in and in-depth knowledge of Titanic
  • Experience in a customer facing role
  • Strong presentation skills and confident verbal communication skills
  • Ability to work as part of a busy team, using your own initiative
  • Adaptable, resilient and can respond quickly to a dynamic environment
  • Ability to communicate effectively at all levels – with visitors and crew
  • Good time management and organisational skills

Desirable Criteria:

  • Second language
  • Previous experience as a Tour Guide

Key Competencies:

  • Highly developed customer service skills
  • Customer orientation
  • Commercial awareness

Titanic Belfast reserves the right to enhance the selection criteria if necessary, to assist with shortlisting.

Our Employee Benefits Package includes:

  • Fully paid uniform
  • Free surface car parking
  • 31 days holiday
  • Access to ‘Connect’ (Employee Assistance Programme and High Street Discounts)
  • Counselling Services
  • Discounts for onsite Events, Retail, Outlets and Visitor Experience
  • Pension scheme with Employer Contributions
  • Cycle to Work Scheme
  • Eye Care Scheme
  • Winter Flu Vaccine
  • Subsidised food at breaks

If you would like to apply for the position of Visitor Experience Crew with Guiding, then please visit our recruitment site by clicking on the APPLY NOW button below.

Closing date for receipt of applications is 23rd September 2019 at 9am. Applications received after the closing date and time will not be considered.

Please note, applicants successful at the shortlisting stage will be expected to attend an assessment centre on Tuesday 1st October. Individuals successful at the assessment centre will then be expected to attend an individual interview anticipated to take place on Tuesday 15th October.

Titanic Belfast Limited is an Equal Opportunities Employer.