About Golden Tours
Golden Tours is one of London's leading sightseeing and tour operators, welcoming visitors from all over the world. We are looking for a friendly, enthusiastic and customer-focused Visitor Centre Assistant to join our team at our Baker Street Visitor Centre.
This is a varied, customer-facing role, ideal for someone who enjoys working with international visitors and has a passion for tourism and hospitality.
The Role
As a Visitor Centre Assistant, you will be one of the first points of contact for our customers. You will be responsible for providing excellent customer service, assisting customers with their bookings and helping to maximise sales through upselling additional products and experiences.
The role also includes supporting the day-to-day operation and presentation of the Visitor Centre.
Key Responsibilities
- Welcome customers to the Golden Tours Visitor Centre and provide a warm, professional service.
- Check customers in for their tours and ensure they have the correct tickets and information.
- Assist customers with queries regarding tours, departure points, timings and itineraries.
- Upsell packages, upgrades, attractions and additional products to customers who have already purchased.
- Promote and sell Golden Tours products and experiences.
- Process souvenir and retail sales.
- Carry out basic barista duties, including preparing hot and cold drinks.
- Clean and maintain coffee machines and ensure the coffee area is kept clean and presentable.
- Maintain the overall cleanliness, appearance and organisation of the Visitor Centre.
- Carry out general housekeeping and upkeep duties as required.
- Assist customers in reaching the correct tour departure points, including escorting passengers from the Visitor Centre to departure locations when required.
- Work closely with tour operations and other departments to ensure customers receive a smooth and enjoyable experience.
- Deal confidently and professionally with customer queries, feedback and complaints.
- Ensure all sales and customer transactions are handled accurately.
- Follow company procedures relating to customer service, cash handling, health and safety and cleanliness.
- Support colleagues during busy periods and contribute to the overall success of the Visitor Centre.
Essential Requirements
- Previous customer service experience within the hospitality, tourism, travel or visitor attraction industry.
- Excellent communication and interpersonal skills.
- Fluency in English and European languages is essential.
- A confident and approachable personality.
- Strong sales and upselling skills, with the ability to identify opportunities to recommend additional products.
- Comfortable working in a busy, fast-paced customer-facing environment.
- Professional appearance and a positive attitude.
- Ability to work independently as well as part of a team.
- Good attention to detail.
- Willingness to undertake cleaning, housekeeping and general upkeep duties.
- Flexible approach to working hours, including weekends and busy tourist periods.
Desirable
- Previous experience working in a visitor centre, hotel, travel company, tour operator or tourist attraction.
- Previous barista or café experience.
- Experience using a till, POS or booking system.
- Knowledge of London and its major tourist attractions.
- Experience in retail sales or tourism sales.
- Additional European languages.
What We're Looking For
We are looking for someone who is more than just a receptionist. You will be an important part of the customer journey, helping visitors from the moment they arrive at the centre through to their departure.
The successful candidate will be outgoing, commercially aware and passionate about delivering excellent customer service. You should be comfortable approaching customers, starting conversations and recommending products that will enhance their London experience.
The role involves standing and walking for periods of time, including escorting customers to departure points, as well as carrying out general cleaning and upkeep duties.
Why Join Golden Tours?
- Work for one of London's established sightseeing and tour operators.
- Meet customers from all over the world.
- Work in a dynamic and fast-paced tourism environment.
- Opportunities to develop your customer service, sales and tourism experience.
- Be part of a friendly and customer-focused team.
If you are passionate about London, enjoy working with people and have the energy and confidence to provide outstanding customer service while driving sales, we'd love to hear from you.
Pay: £12.71 per hour
Application question(s):
- European languages are essential for this role - please list what European language(s) you can speak.
Language:
Work authorisation:
- United Kingdom (required)
Work Location: In person
