Job Introduction
Role Purpose
Support the management and promotion of Smugglers Cove Adventure Golf, the Bournemouth Tourist Information Centre and giftshop. Support the running of the Resort Information back of house service by responding to telephone and web-based enquiries.
Main Responsibilities
Deliver high standards of customer service at our attraction Smugglers Cove Adventure Golf, Bournemouth Tourist Information Centre and back of house.
Assist customers with enquiries as required, using detailed knowledge of the seafront, conurbation, attractions, venues, and events as well as other tourism offers.
Drive business growth through the development of new commercial activities and improve the visitor experience . Increase visitor numbers, maximise income generation and customer satisfaction.
Build positive relationships with stakeholders, partners, service providers and customers, ensuring customer satisfaction and customer care. Follow up and develop sales leads and respond swiftly to customer enquiries, reports and complaints.
Deliver exceptional customer service at our leisure attraction Smugglers Cove Adventure Golf, Bournemouth Tourist Information Centre, with the aim of driving income.
Monitor and replenish stock at all outlets with a focus on meeting sales targets.
Manage and resolve complaints and conflicts in line with set procedures.
Support the quality and delivery of marketing and promotional material, interpretation on web & social media.
Assist the beach hut team in the administration of the beach huts.
Support the Seafront Operations team and other council departments to ensure all council objectives, practices and policies are adhered to.
Act as keyholder and ensure security of the Resort Information sites and associated areas by following correct procedures.
Supervise and develop casual staff across a 7-day rota to meet the needs of the service, consulting with other colleagues, as necessary.
The Ideal Candidate
The BCP Council’s Resort Information team is looking for two highly motivated individuals to become part of our award winning team, working on Bournemouth's award-winning seafront with its reputation for delivering excellent customer service.
Across three adjacent sites – the Bournemouth Tourist Information Centre, Smugglers Cove Adventure Golf and the Seafront Office, you will be part of something different, working in a unique visitor role. Whether face to face or over the phone, you will be working with residents and visitors in a busy, dynamic year-round role where no two days are the same.
We want to hear from experienced tourism and customer service professionals with a passion for Bournemouth, Christchurch and Poole. Someone who can demonstrate exceptional commitment to customer service and shows a thirst for developing knowledge of the area and take pride in going above and beyond – a key part of creating superb visitor experiences. The right candidate will be used to working towards sales targets and dealing with hands-on tasks. You are highly motivated and have heaps of energy.
To be successful in the role you must have strong communication skills, the ability to remain calm under pressure and be flexible with the varied demands of the role. You are resourceful, resilient, organised and have great attention to detail.
Our residents and visitors know we are passionate about delivering high standards, so if this is second nature to you and you have a desire for helping to create memories that keep visitors returning, we would love to hear from you.
Previous applicants need not re-apply.
About BCP Council
BCP Council provides services to a diverse community of 400,000 residents and employs more than 5,000 people. Our area includes over 15 miles of beautiful world-renowned coastline. We can offer career defining roles to transform and improve services. By working with us, you can help deliver a vision of a thriving, word-class, prosperous and inclusive place for generations to come.
Our Benefits
We offer an excellent benefits package to colleagues. Find out more on our website.
As a result of the creation of BCP Council in 2019, we are working on simplifying our terms and conditions of service and will be creating a single pay structure which is to be applicable for all employees. It is important to us that we offer benefits that our colleagues value as part of their total employment package and we are reviewing these to make sure we have it right. We are in the process of establishing a timescale for implementation and colleagues joining us will be included in these changes. This is expected to be in place in 2024.
