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.

Carryout driving duties including the transportation of visitors and staff to/from the Gobbins Visitor Centre to the Gobbins attraction, using Council vehicles.

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. Drive the Councils’ vehicle adhering to all road traffic legislation and at all times driving within the appropriate speed limits with due consideration to weather and road conditions and showing consideration to other road users.

1.5. Responsible for ensuring that a walk around check is carried out on the vehicle, confirming that the vehicle is in a roadworthy condition and that the drivers pre-use check records are completed and signed.

1.6. Ensure safe keeping of the vehicle keys and that when the vehicle is left unattended, that it has been immobilised and locked.

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

1.8. Ensure that the vehicle is cleaned both internally and externally and fuelled as required.

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

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

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

1.12. 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.

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

1.14. Undertake a range of administrative duties as required.

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

1.16. 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. Ensure the Council’s performance management framework is consistently implemented and provide advice, support and guidance to staff on personal development requirements, initiating further training where appropriate as well as setting annual performance improvement objectives at departmental and individual level.

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

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

3.4. 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.

Closing caveat:

This job description sets out the main duties of the post as at the date of completion. It is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the postholder is required to work. Other duties of a similar nature and appropriate to the grade may be assigned from time to time by the Head of Service. Duties may vary to meet the changing needs of Mid and East Antrim Borough Council and without changing the general character of the post or the level of responsibility that it entails. Such variations are a common occurrence and cannot of themselves justify a reconsideration of the grading of the post.

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.

AND

Hold a full current driving licence valid in the UK

AND

Hold, or be willing to obtain, a D1 licence and Driver Certificate of Professional Competence (CPC) qualification

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 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

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

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