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Job description

Zoo Crew (with driving duties) To be responsible to the Shift Supervisors for the operation of all front of house and customer service duties, including admissions, the visitors centre and souvenir shop functions. To be responsible to the Shift Supervisor to ensure a high standard of customer service and cleanliness on the site.

Responsibilities

• To deal with visitors entering the relevant site, signposting, providing venue information, conducting tours, receiving fees for admission and to participate in all zoo wide promotions.
• To promote and process all commercial packages, i,e: membership schemes, including issuing and re-issuing membership cards and maintaining the database.
• To carry out all duties required in the souvenir shop including selling goods, re-stocking maintaining stock levels to satisfy customer needs, receiving and checking goods inwards, signing delivery notes pricing and merchandising as required.
• To ensure service and stock levels maximise sales and comply with Trading Standard regulations.
• To carry out regular stock checks and providing accurate information to management as required. Conducting basic analysis on sales trends to help with stock replenishment.
• To maintain cleanliness levels on the site. Removing waste, emptying bins in public and staff areas, and disposing of packaging and other materials from the Visitor Centre and adjoining administration building in accordance with council procedures.
• To undertake general and specific cleaning duties, individually or as part of a team throughout all parts of the site; for example, the sweeping, mopping, polishing, litter picking and other relevant duties, of all public and staff areas.
• To operate and use mechanical and electrical cleaning and polishing equipment.
• To assist and take part in the organisation of promotional campaigns, events and activities. To assist in the preparation of display material for exhibitions and education projects.
• To undertake general and specific labouring duties as directed, for example, dismantling, maintenance and storage of seating.
• To demonstrate the use of mobility scooters and record appropriate documentation.
• To provide administrative back up to the shift supervisors and other relevant zoo staff.
• To be responsible for allocated cash floats and the operation and cashing up of allocated tills and reconciliation of cash at point of sale in accordance with council procedures. To perform appropriate end of day procedures.
• To act promptly upon all comments/complaints in a positive and friendly manner and in accordance with council procedures.
• To administratively assist with first aid, recording accident or incident details, filling out accident or incident reports, recording accidents and reporting all incidents to management through appropriate channels.
• To drive the departments vehicles, as assigned, and to maintain journey/incident/accident logs in line with operational procedures.
• To be responsible for driving Belfast Zoo visitors or other persons as required around the Belfast Zoo site in a professional manner.
• To follow allocated driving routes and schedule, when driving visitors or other persons as required.
• To be responsible, daily, for ensuring the official vehicles are in a clean, roadworthy condition, both externally and internally.
• To inform management of any defects, mechanical or other, pertaining to the official vehicles.
• To participate in training as deemed necessary for the responsibilities of the post holder.
• To act as a tour guide to Belfast Zoo visitors and other persons as required, and to carry out these duties in a professional manner.
• To conduct tours within Belfast Zoo and its grounds in an efficient and professional manner.
• To keep the tour routes, format and content under active review and make recommendations to management for improvements where appropriate.
• To assist in the implementation of an effective booking process for tours as directed by management.
• To assist all visitors by answering queries, escorting on tour route and issuing literature when required.
• To assist in the development of an effective tour script to be delivered to visitors.
• To participate in all induction and in-service training provided by Belfast City Council and in the induction and support of all newly appointed staff and other human resource management policies and procedures, as appropriate, including, absences.
• To act in accordance with the council and departmental policies and procedures including customer care, equal opportunities, health and safety, safeguarding and any pertinent legislation.
• To undertake the duties in such a way as to enhance and protect the reputation and public profile of the Belfast City Council.
• To undertake such other relevant duties as may, from time to time, be required.

Skills and Qualifications

Essential Skills

• (Please note that Platinum Recruitment NI Ltd require original certificates as proof of all qualifications listed on CV)
• Driving licence and experience Applicants must, as at the closing date for receipt of applications:
• a. possess a full, current driving licence which enables them to drive in Northern Ireland, or, have access to a form of transport which will enable them to meet the requirements of the post in full; and
• -be able to demonstrate on the application form, by providing personal and specific examples, that they have at least one years relevant experience of:
• a. cash handling and dealing with enquiries from customers; and b. general and specific cleaning duties, for example, of public and staff toilets.
• Applicants must be able to demonstrate evidence of the following special skills and attributes, which may be tested at interview:
• Team working skills: the ability to work as a member of a team and on their own initiative.
• Customer care skills: an understanding of the principles of customer care and the ability to respond appropriately to the needs of customers.
• Oral communication skills: effective communication skills with the ability to provide information and advice to other members of staff and the general public.
• Oral communication skills: effective communication skills with the ability to provide information and advice to other members of staff and the general public.
• Health and safety awareness skills: an understanding of the health and safety responsibilities attached to the post to ensure the safety of other council employees and members of the public.
• Written communication skills: a good standard of literacy with the ability to process membership schemes whilst maintaining the database and providing accurate information when conducting regular stock checks.
• Numerical skills: good numerical skills with the ability to undertake cash reconciliations, numerical computation and manual stock taking duties.