Guest Services Administrator Nov 16
JOB DESCRIPTION Position:
Guest Services Administrator
Department:
Administration
Responsible To:
Assistant Guest Services & Administration Manager and in their absence the Central Services Manager or another member of the administration management team.
Position Type:
PERMANENT
Ref:
ADM_SGSAA_0816
What We’re Looking For A highly organised, experienced administrator who works well within a busy team who provide full support to the Assistant Guest Services and Administration Manager and Senior Guest Services Administrator in the running of all aspects of the Guest Services and Administration functions of the business - ensuring that both areas function in an efficient and professional manner, befitting an organisation of this size. This role is based in the offices of our Administration Centre at Paultons Park. What You’ll Need
Competent user of Microsoft Office products especially Word with strong Excel skills and a high standard of IT literacy Thorough understanding of Administration practices and processes and the ability to produce a variety of documents as required i.e. emails, letters, memos, social media responses etc. High level of literacy and accuracy with good writing skills paying particular attention to grammar, punctuation and spelling Ability to work in a pressurised environment when required Experience of working in a Customer Services role and dealing with a variety of telephone enquiries ensuring a professional and empathetic approach is maintained at all times A pleasant personality Be a “Team Player” Effective communication skills at all levels Availability to work any weekends/weekdays on a rota basis. Ability to work to deadlines Flexible and conscientious approach
What You’ll be Doing ADMINISTRATION
Provide support to all aspects of the Administration Department. Ensuring all telephone, email enquiries , letters are dealt with correctly and that all visitors to the Administration Centre are dealt with in an efficient manner
Answer incoming Internal & external phone calls – Deal with all enquiries efficiently and transfer calls as necessary Act as a relief receptionist when required in the ‘Front Office’ of the Administration Building and be the first point of contact for Park Visitors and staff
Paultons Park Ltd |HR
1
Carry out any P.A related tasks for the senior management team and Company Directors as requested
Assist with the creation and distribution of Park ‘Visitor’ badges to all Departments
Provide Cash Room assistance as and when required, at request of Central Services Manager or Chief Cashier/Senior Cashiers. This will be required at busy trading periods and weekends especially.
Use Park 2 way radio system to relay messages in an efficient manner
Provide ‘Typing’/ Administration assistance to all Departmental Managers if requested.
Assist with any bulk mailings as required
Carry out the ticket print process for any pre-paid tickets for groups etc. as required
Carry out the processing of the ‘Online Shop’ orders and complete all associated procedures
Assist with taking of Christmas at Paultons and Early Play bookings, inputting onto booking system
Carry out any required printing of Christmas at Paultons Tickets & Early Play tickets, ensuring these are posted/made available for collection efficiently
Assist the Assistant Guest Services & Administration Manager or HR Director with specific charity requests such as special “Meet and Greets” etc. Liaison with relevant departments as required.
Assist with/co-ordinate VIP enquiries and bookings
Attend any training courses as required to enhance your skills and knowledge in relation to both Administration and Guest Services
Carry out any other Administration tasks and duties required to ensure the on-going efficient running of the Administration Centre on a day to day basis
GUEST SERVICES/SOCIAL MEDIA RESPONSES In the absence of, or at the request of, the Assistant Guest Services & Administration Manager:
‘Action’ all emails received into ‘Guest Services’ inbox. Make judgement as to suitable reply or liaise with the relevant Manager or HR Director on required reply.
Respond to Trip Advisor posts to assist the Senior Guest Services Administrator as required
Respond to “feedback” letters addressed and delivered to the Park
Collect Guest Comment Forms and complete any action required
Provide support to the seasonal Administration Assistants with Guest Services related telephone calls
When You’ll Be Doing It
You will be required to work an average 40 hour week over a 12 month period, five days out of seven with weekend and bank holiday working on a rota basis. Hours of work will normally be 9 am – 5/6/7 pm with an hour for lunch. Finish times vary dependent on time of year and will be as per weekly rota. No overtime is paid.
What You’ll Get
28 days paid holiday (including bank holidays) with an additional day of entitlement for each completed year of service – maximum 33 days after 5 years continuous permanent employment. Branded Uniform (varies by job role/ department). In addition any items you are expected to supply should be smart and appropriate. It is you responsibility to keep all items clean, laundered and presentable at all times. Company health care scheme Paultons Park Ltd |HR
2
Personal pension Death in service scheme Child care vouchers scheme Complimentary staff tickets Discounted Christmas Attraction tickets Discounted season tickets Staff Discount Free Parking Subsidised food Free drinks
Paultons Park Ltd |HR
3
Guest Services Administrator
Department:
Administration
Responsible To:
Assistant Guest Services & Administration Manager and in their absence the Central Services Manager or another member of the administration management team.
Position Type:
PERMANENT
Ref:
ADM_SGSAA_0816
What We’re Looking For A highly organised, experienced administrator who works well within a busy team who provide full support to the Assistant Guest Services and Administration Manager and Senior Guest Services Administrator in the running of all aspects of the Guest Services and Administration functions of the business - ensuring that both areas function in an efficient and professional manner, befitting an organisation of this size. This role is based in the offices of our Administration Centre at Paultons Park. What You’ll Need
Competent user of Microsoft Office products especially Word with strong Excel skills and a high standard of IT literacy Thorough understanding of Administration practices and processes and the ability to produce a variety of documents as required i.e. emails, letters, memos, social media responses etc. High level of literacy and accuracy with good writing skills paying particular attention to grammar, punctuation and spelling Ability to work in a pressurised environment when required Experience of working in a Customer Services role and dealing with a variety of telephone enquiries ensuring a professional and empathetic approach is maintained at all times A pleasant personality Be a “Team Player” Effective communication skills at all levels Availability to work any weekends/weekdays on a rota basis. Ability to work to deadlines Flexible and conscientious approach
What You’ll be Doing ADMINISTRATION
Provide support to all aspects of the Administration Department. Ensuring all telephone, email enquiries , letters are dealt with correctly and that all visitors to the Administration Centre are dealt with in an efficient manner
Answer incoming Internal & external phone calls – Deal with all enquiries efficiently and transfer calls as necessary Act as a relief receptionist when required in the ‘Front Office’ of the Administration Building and be the first point of contact for Park Visitors and staff
Paultons Park Ltd |HR
1
Carry out any P.A related tasks for the senior management team and Company Directors as requested
Assist with the creation and distribution of Park ‘Visitor’ badges to all Departments
Provide Cash Room assistance as and when required, at request of Central Services Manager or Chief Cashier/Senior Cashiers. This will be required at busy trading periods and weekends especially.
Use Park 2 way radio system to relay messages in an efficient manner
Provide ‘Typing’/ Administration assistance to all Departmental Managers if requested.
Assist with any bulk mailings as required
Carry out the ticket print process for any pre-paid tickets for groups etc. as required
Carry out the processing of the ‘Online Shop’ orders and complete all associated procedures
Assist with taking of Christmas at Paultons and Early Play bookings, inputting onto booking system
Carry out any required printing of Christmas at Paultons Tickets & Early Play tickets, ensuring these are posted/made available for collection efficiently
Assist the Assistant Guest Services & Administration Manager or HR Director with specific charity requests such as special “Meet and Greets” etc. Liaison with relevant departments as required.
Assist with/co-ordinate VIP enquiries and bookings
Attend any training courses as required to enhance your skills and knowledge in relation to both Administration and Guest Services
Carry out any other Administration tasks and duties required to ensure the on-going efficient running of the Administration Centre on a day to day basis
GUEST SERVICES/SOCIAL MEDIA RESPONSES In the absence of, or at the request of, the Assistant Guest Services & Administration Manager:
‘Action’ all emails received into ‘Guest Services’ inbox. Make judgement as to suitable reply or liaise with the relevant Manager or HR Director on required reply.
Respond to Trip Advisor posts to assist the Senior Guest Services Administrator as required
Respond to “feedback” letters addressed and delivered to the Park
Collect Guest Comment Forms and complete any action required
Provide support to the seasonal Administration Assistants with Guest Services related telephone calls
When You’ll Be Doing It
You will be required to work an average 40 hour week over a 12 month period, five days out of seven with weekend and bank holiday working on a rota basis. Hours of work will normally be 9 am – 5/6/7 pm with an hour for lunch. Finish times vary dependent on time of year and will be as per weekly rota. No overtime is paid.
What You’ll Get
28 days paid holiday (including bank holidays) with an additional day of entitlement for each completed year of service – maximum 33 days after 5 years continuous permanent employment. Branded Uniform (varies by job role/ department). In addition any items you are expected to supply should be smart and appropriate. It is you responsibility to keep all items clean, laundered and presentable at all times. Company health care scheme Paultons Park Ltd |HR
2
Personal pension Death in service scheme Child care vouchers scheme Complimentary staff tickets Discounted Christmas Attraction tickets Discounted season tickets Staff Discount Free Parking Subsidised food Free drinks
Paultons Park Ltd |HR
3
