The physical environment of the company is attractive and of high quality, with services, products, attractive retail and catering facilities designed and delivered around the specific needs of visitors. The Visitor Experience Assistant team has been developed to support the visitor experience and to ensure that visitor access requirements are met, and their satisfaction levels are high, in line with the Japanese concept of Omotenashi:

 

“Translated simply, Omotenashi means the Japanese way of treating a guest. It blends a welcoming spirit with warmth, understanding, and above all respect. The concept is all encompassing. The Japanese language makes no distinction between ‘guest’ and ‘customer.’ In English, the concept of ‘service’ suggests a hierarchy between the ‘server’ and the ‘customer.’ The Japanese Omotenashi, however, is based on a non-dominant relationship between equals – between the person offering the service (the host) and the person receiving it (the guest or customer). To practice Omotenashi, the host pays close attention to detail and is committed to anticipating the needs of the guest, smiling sincerely and setting a happy, relaxed mood. When authentic, Japanese hospitality and service exceed the expectations of the guests. At its most exquisite, Omotenashi offers a guest a once-in-a-life-time experience…”

 

The primary role of the Visitor Experience Assistant therefore is to provide a five-star-level of customer service. Each visitor should feel welcome and encouraged to talk with any member of the team so that they leave feeling that they have had an engaging, enlightening and enjoyable visitor experience which includes:

 

§  Staying up to date and promoting all their facilities, services, products, activities, talks and tours, special exhibitions, membership, and any special events.

§  Welcoming all visitors to the their Japanese culutre experience.

§  Engaging with visitors, enabling them to explore and enjoy exhibitions and programmes, by interpreting themes clearly and accurately.

§  Collating accurate quantitative and qualitative visitor survey data.

§  Handling financial transitions efficiently and accurately in line with our cash handling procedures.

§  Hosting and briefing school groups and families visiting their building.

§  Managing visitor flow, especially when large groups are visiting.

§  Ensure products are replenished and well-presented throughout entire building.

§  Assisting in evacuation during an emergency, and ensure the safety of visitors, colleagues and volunteers.

§  Supporting front-of-house security and safety, including visual checks, security checks, lock down procedures and dealing with incidents.

§  Working in the office and support occasional research and administrative duties as required.

§  Supporting with the delivery of venue hire events.

Qualifications

§  Educated to degree level or equivalent qualification in Japan Studies, History, Art, Design or another 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

 

 Eligible to work in the UK without any restriction