• Reporting To: Deputy Operations Manager/Duty Manager
  • Contract: Part time, fixed term until September 2019 (with potential for renewal)
  • Hours: Shift work Sunday to Saturday (committing to weekends weekly)
  • Closing Date: 12 April 2019

Purpose of the Role

The Visitor Experience Assistant will be an important part of the visitor-facing team that will have responsibility to ensure, through providing exceptional standards of visitor experience, that all Japan House London visitors are welcomed warmly, encouraged to learn about and engage with the exhibitions and programmes, have a safe and enjoyable visit and collect visitor survey data. They will offer visitors a variety of personal attention and services, information and products to enhance their visit in an animated, courteous and informed manner. They will also support the security presence in all public spaces and ensure that the Health and Safety Policy is adhered to. This will include managing visitor flow, being alert to potential hazards, and responding to a variety of needs, especially by being aware of opportunities to enhance the Japan House London experience for young families, school groups and those with disabilities.

Professional Qualifications, Knowledge & Experience

Qualifications

  • Educated to degree level or equivalent qualification in Japan Studies, History, Art, Design or other related field preferred
  • Additional training and / or supplementary courses completed in Education, Museums Studies, Customer Services or relevant associated areas advantageous

Knowledge

  • Know when to approach visitors and offer assistance
  • Know how to evaluate and respond sensitively to the specific needs of visitors
  • Know how to resolve incidents to a satisfactory outcome
  • Know when to seek assistance and advice from other team members
  • Knowledge of Health & Safety procedures
  • Knowledge of basic First Aid advantageous
  • High level of proficiency in full MS Office suite
  • Use of visitor survey apps and other software systems (e.g. CRM) beneficial

Experience

  • Experience of working in a customer or visitor services role, with ability to demonstrate a keen and genuine interest in working with the public, including collating feedback and data for visitor surveys
  • An understanding of Japanese culture and history would be an advantage
  • Answering enquiries / complaints and dealing with challenging customers
  • Some experience in giving presentations to a wide range of ages and taking part in education programmes / events beneficial
  • Some experience in cash handling or retail merchandising beneficial
  • Exposure to relevant sector preferred (Museum, Gallery, Arts, NFP, Visitor Attraction, Heritage Destination or Tourism Development)
  • Previous experience in a project / pre-opening environment desirable

Capabilities

  • High business standard English language skills are essential
  • Other language skills, including Japanese, are highly advantageous
  • Exceptional standard of customer service through well-established and effective communication skills
  • Places the customer at the heart of what they do, engages and listens and responds to deliver exemplary service, creating an outstanding experience
  • Support the culture of service excellence, both internally and externally
  • Ability to multi-task and prioritize work, whilst paying attention to detail
  • Excellent time management skills
  • A creative mind with an ability to suggest improvements

Qualities

  • Approachable – welcoming, ready to respond to visitor orientation questions
  • Responsive – to health & safety issues, and able to provide interventions
  • Respectful – welcoming to all visitors, both local and international
  • Alert – to security concerns and quick to take precautionary/preventative action
  • Informed – supplying up-to-date and relevant information to enhance the visitor experience
  • Accurate – collecting quality data from visitor surveys

 

To apply for this role please email us your CV and quote the job title 'Visitor Experience Assistant' in the subject line.