Visitor Attraction Officer

MAIN PURPOSE OF THE JOB

Introduce tourists to the Gobbins by conducting guided timed walking tours along the Gobbins cliff path, in a friendly but professional and informative manner to a standard commensurate with an international tourist attraction.

Path Safety duties including responsibility for the safety of visitors and staff within the visitor building, whilst travelling to/from and during the outdoor Gobbins experience by implementing and adhering to strict health and safety procedures.

Contribute as part of the wider Gobbins Visitor Attraction team with day-to-day duties to ensure a smooth and world-class visitor experience.

MAIN DUTIES AND RESPONSIBILITIES

1.          Service Delivery

1.1.      Deliver guided walking tours of the Gobbins outdoor experience to groups including international and local visitors.

1.2.      Carryout Path Safety duties as required by the needs of the attraction and in line with Council policies and procedures.

1.3.      Responsible for health and safety procedures, including:

                   i.        Safety of participants on the tours ensuring health and safety procedures are adhered to at all times

                 ii.        Implement, monitor and maintain risk assessments to ensure a safe working environment for visitors and employees at the Gobbins

                iii.        Assist with the maintenance and implementation of emergency plans and procedures for visitors and employees at the Gobbins

                iv.        Monitor and report any incidents and accidents at the Gobbins in line with Council policy, ensuring robust recording and following up procedures are in place.

1.4.      Comply with Council policies and legislative requirements regarding the use of mobile phones and smoking in company vehicles.

1.5.      Work as part of a team to deliver excellent service standards within the Gobbins Visitor Attraction and Community Centre.

1.6.      Act as an exemplary ambassador for the Gobbins, Mid and East Antrim Borough Council and the Northern Ireland tourism industry.

1.7.      Research, develop and deliver appropriate tour commentary for different categories of visitors.

1.8.      Guarantee that the visitor’s experience at the Gobbins is paramount by ensuring that excellent service standards in all aspects of the visitor attraction are maintained, monitored and improved.

1.9.      Assist with the implementation of a customer feedback and complaints procedures.

1.10.   Undertake a range of administrative duties as required.

1.11.   Assist with the planning, management and set-up/dismantling of events associated with the promotion of the Gobbins.

1.12.   Assist with general Visitor Attraction duties for example stock taking, equipment checks, providing cover at the Welcome Desk, answering general enquiries.

2.           Quality

2.1.      Adhere to and comply with all Council policies and procedures relevant to this role, including arrangements for health and safety and risk management.

3.           Performance Improvement

3.1.      Participate in the formulation, implementation and evaluation of the Department Business Plan and relevant Service Plans responding to changing trends and citizen needs.

3.2.      Achieve high standards of personal performance, through meeting agreed personal targets and undertaking planned programmes of professional development.

3.3.      Examine opportunities to gain efficiencies and improve effectiveness including collaborative partnerships, joint working and other innovative approaches to achieve best value in the use of public money.

4.           General

4.1.      Uphold the Core Values of Mid and East Antrim Borough Council and work to achieve the wider organisational objectives as detailed in the Corporate Plan.

4.2.      Participate in the Council’s Performance and Development Review process as detailed in the published scheme.

4.3.      Fulfil the legal Health and Safety duties placed on employees by:

·         taking reasonable care of your own health & safety and that of others who may be affected by what you do or do not do;

·         Co-operating with the Council on Health & Safety matters;

·         Ensuring that you use work items provided by the Council correctly and in accordance with the training and instruction received, including personal protective equipment (PPE);

·         Ensuring that you do not interfere with or misuse anything provided for health, safety, or welfare purposes.

4.4.      Contribute to Mid and East Antrim Borough Council in fulfilling all of its commitments in relation to anti-discrimination practices, its Equality Scheme and under the Northern Ireland Act 1998 and the Human Rights Act 1998.

4.5.      Comply with all the Council’s policies and procedures.

4.6.      Fulfil your legal responsibility* for all records held, created or used as part of Council business whether paper based or electronic, including e-mails. All such records are public records and are accessible to the general public, with limited exceptions, under the Freedom of Information Act 2000, the Environment Regulations 2004 and Data Protection Act 1998. Employees are required to be conversant with the Mid and East Antrim Borough Council procedure on records management and to seek advice if in doubt.

* Any subsequent updates will supersede legislation identified within the Job Description

4.7.      Maintain high standards of personal accountability and be mindful of the values of Council – Respect, Excellence, A Teamwork Approach, Leadership & Commitment, Integrity, Service Innovation, and Equality & Fairness.

4.8.      Comply with the Code of Conduct for Local Government Employees and the Local Government Employee & Councillor Working Relationship Protocol.

4.9.      Perform any other duties commensurate with the grade and level of responsibility of this post, for which the post holder has the necessary experience and/or training.

Qualifications and Experience

Applicants must:

Have a minimum of Entry Level Essential Skills qualifications in Adult Literacy and Adult Numeracy. 

And

Be able to demonstrate, by providing personal and specific examples, a minimum of two years’ experience to include:

·       Working effectively with the public in a role requiring verbal communication; and

·       Successfully working within a team requiring flexibility and adaptability.

Alternatively, consideration may be given to candidates who do not possess the required educational qualifications but who can demonstrate, by providing personal and specific examples, a minimum of three years’ experienceto include:

·       Working effectively with the public in a role requiring verbal communication; and

·       Successfully working within a team requiring flexibility and adaptability.

Knowledge

Have an interest in local history and heritage and a knowledge of local tourism and attractions

Behavioural Competencies

(Frontline Level)

These competencies are the top 6 competencies of the Local Government Competency Framework[i] which have been identified and prioritised for effective performance in this role.

2.   How we manage ourselves

2.2 Developing Our Own Capability – Looks for opportunities to learn and develop in order to deliver and add value to their own role

2.3   Communicating with Impact - Presents a positive image by communicating effectively, being resilient and treating people fairly

3.     How we work with others

3.2 Influencing Outcomes – Adapts style and approach to achieve effective outcome

3.3  Meeting Customer Needs - Establishes the needs of customers and strives to ensure that these are met

4.     How we move forward

4.3Achieving Results – Takes personal responsibility for making things happen. Shows motivation and perseverance in overcoming obstacles and achieving results

4.4Continuously Improving Services – Seeks to continually improve the services and processes that impact on users.