Upton Country Park House Steward (Casual)

Job Introduction

Job Introduction

A fantastic opportunity has become available for a House Steward to support the delivery of visitor services within the award-winning Upton Country Park in Poole. With a passion for exceptional service and customer experience, this is a great opportunity to develop within a well-established venue, ensuring the smooth-running of events, functions, and daily visitor activities.

Role Purpose

To provide a warm, friendly, and efficient visitor service to our visitors and guests, ensuring excellent service standards are delivered and maintained at all times in line with our customer expectations. This casual role is critical in supporting the busy wedding and events season, requiring regular weekend and evening work to support our busy operations.

Main Responsibilities

• Provide exceptional customer service by welcoming guests and visitors warmly and professionally, ensuring a positive experience.
• Assist in the operation and delivery of visitor services, including events, functions, and daily activities at Upton Country Park, with a strong focus on customer satisfaction.
• Oversee events, functions, and activities, ensuring compliance with relevant policies, processes, and Health and Safety measures.
• Prepare and set up rooms, equipment, activities, and events to meet business needs and maintain high standards.
• Support the delivery of wedding ceremonies, events, and functions, ensuring a seamless and memorable experience for all guests.
• Provide guidance and support to customers, responding promptly and professionally to enquiries, telephone messages, reports, or complaints.
• Participate in rotas and cover arrangements, including weekends and evenings, to meet customer and service delivery needs.
• Work collaboratively as part of a team to provide a flexible service that meets customer needs and expectations, contributing to the development of Upton Country Park.
• Maintain the high-quality appearance and customer service standards at Upton Country Park.
• Assist in monitoring and controlling all aspects of security for Upton Country Park, including implementing Health and Safety measures in line with policies and procedures.
• Manage immediate emergencies e.g. first aid, fire, power faults, by following Upton Country Park procedures and notifying emergency services and duty Estate Management.
• Carry out basic physical and creative tasks as needed, such as setting up dancefloor, decorations, and room layouts.
• Deputise for the Visitor Service Officer and Wedding and Events Coordinator as required.
• Comply with all decisions, policies, and standing orders of the Council and any relevant statutory requirements, including Equal Opportunities legislation, the Health and Safety Work Act, and Data Protection Act.
• Attend training courses and activities relevant to improving performance in the role.
• Build and develop positive relationships with customers, volunteers, stakeholders, and colleagues.
• Work towards the Council’s and Site’s vision, objectives, and values.
• Undertake other duties as may be required from time to time, commensurate with the level of the post.

The Ideal Candidate

• Experience of working in a high-volume, fast-paced visitor services environment.
• Excellent customer service skills and experience of communicating with members of the public.
• Confident communicator with excellent interpersonal skills and the ability to develop and sustain relationships with colleagues, visitors, and volunteers.
• Willing to problem-solve and show proactivity with a flexible ‘can do’ approach, and a readiness to work individually or in a team.
• Ability to work effectively under pressure, forward plan and prioritise tasks.
• Well organised and efficient with attention to detail.
• 3 GCSE certification qualifications or equivalent in English and Maths.
• Available to work regular weekends and evenings, including Bank Holidays. 

For an informal discussion about this role, please contact Lauren Dawes at lauren.dawes@bcpcouncil.gov.uk

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 have been in a process of collective bargaining since 2019 and have positively worked forward to reach an agreed position with the unions for the new contractual offer. This has taken longer than we hoped and therefore we are having to consider all alternative avenues available to enable us to remove inequality in the organisation as a result of bringing together 3 councils. 

We are in the process of establishing a timescale for implementation, and all colleagues joining us will be included in these changes. We want to reassure everyone that whichever route is taken to reach the new terms and conditions, we can honour continuous service and there will not be any job reduction as a result of the implementation of Pay and Reward.  If you have any questions at all about this process, please feel free to raise this with the hiring manager.