Visitor Experience Assistant
Pay: £19,960.00 per year
Hours: 30 hours per week
Location: Shepton Mallet Prison, Frithfield Lane BA4 5FQ
Role Purpose
As the first and final point of contact for visitors, you will play a key role in delivering an exceptional customer experience by providing a warm welcome, engaging positively with guests, and promoting activities, products, and experiences across the attraction. This varied role includes working within the visitor centre, gift shop, and food and beverage outlet, serving food and drinks (site dependant), selling merchandise, and providing accurate site information while maintaining high standards of cleanliness throughout the visitor centre and toilet facilities.
You will be responsible for processing admissions, welcoming pre-booked visitors, promoting memberships, experiences and retail products, and identifying opportunities to enhance the visitor experience through upgrades and additional purchases.
A strong focus on customer service, commercial performance, presentation, and visitor safety will be essential at all times
The Role
Your primary focus will be delivering exceptional customer service while maximising sales opportunities within commercial areas such as the gift shop, photo booth and café(dependant on the attraction). You will actively promote new products, experiences, memberships and seasonal offerings to enhance the visitor experience and drive commercial performance.
You will proactively identify opportunities to recommend upgrades, add-ons and alternative experiences that provide value to visitors whilst supporting departmental revenue objectives.
You will work collaboratively with both on-site and external teams to support the smooth operation of daily visitor activities, demonstrating professionalism at all times while ensuring the safety and welfare of guests.
You may also support visitor arrivals and customer service requirements during events and special activities where required.
The role also includes maintaining high standards across the venue, encouraging respectful use of the facilities, and ensuring all areas are left clean, tidy, and presentable.
This role requires flexibility, including regular weekend, evening, and bank holiday working, as well as undertaking any other duties reasonably required to support the successful operation of the attraction.
Key Responsibilities
This section outlines the key areas of accountability for the role and the standards expected in each area.
Strategy & Delivery
Achieve Organisational Objectives:
· The Visitor Experience Assistant is responsible for contributing to the company’s overall customer service, visitor experience, sales and upselling goals and objectives.
· Developing a deep understanding of all products and services offered at Cove Attractions to effectively assist customers.
· Actively contribute towards departmental revenue targets through the promotion and sale of admissions, memberships, experiences, retail products and food and beverage items.
· Maintain a strong understanding of current promotions, seasonal campaigns and product offerings to maximise commercial opportunities.
Experience & Engagement
Customer Interaction:
· Welcome and facilitate the arrival of individual customers and larger groups to the
site.
Oversee the welcome experience, providing accurate site information and health and safety guidelines, to ensure the smooth customer journey.
Process admissions, bookings and electronic payments accurately through the EPOS system.
Issue visitor information and provide guidance to help visitors make the most of their experience.
Proactively recommend memberships, experiences, upgrades and additional products based on visitor needs and interests.
Resolve visitor enquiries, concerns and complaints professionally and efficiently, escalating issues where appropriate.
Customer and Stakeholder Satisfaction:
· Ensuring that customers, clients and other stakeholders have their expectations exceeded through the quality of service and commercial performance delivered.
Operational Management & Compliance
Site Operations:
· Responsible for preparing the Visitor Centre for daily operations.
· Ensure strict adherence to health, safety, and security protocols throughout all areas.
· Always deliver exceptional customer service and visitor experiences.
· Demonstrate the highest standards of professionalism, conduct and presentation.
· Responsible for the cleanliness of the Visitor Centre areas.
· Maintain high standards of presentation, cleanliness and organisation throughout the Visitor Centre, retail area, café offering and visitor facilities.
· Prepare and serve hot and cold beverages and light refreshments in accordance with company procedures and food hygiene requirements.
Problem Solving:
· Identify and resolve any challenges or issues that may arise, finding solutions and mitigating problems effectively.
·
Financial & Commercial Performance
· Promoting secondary spend and working collaboratively to achieve departmental sales goals.
· Overseeing the operations of the gift shop, photo booth or café (dependant on site)and ensuring it is visually appealing and organised in its layout.
· Monitoring stocks and continuously reviewing and reporting on all sellable items.
· Promote and sell memberships, experiences, admissions upgrades, retail products and food and beverage items.
· Identify opportunities to maximise visitor spend through relevant recommendations and upselling techniques.
· Support the achievement of departmental sales and revenue targets through proactive customer engagement and product knowledge.
Collaboration & Communication
Effective Communication:
· Ensure clear and transparent communication with visitors, colleagues and with other departments.
· Support visitor arrivals and customer service requirements during events and special activities where required.
Key Performance Indicators
Performance in this role will be measured through a combination of quantitative and qualitative indicators aligned to the Cove Group’s PDR framework.
These include:
· Provide friendly, welcoming and engaging service
· Demonstrate proactive engagement with visitors
· Promote products and experiences
· Work collaboratively with both in-house and external teams to ensure the smooth running of events.
· Maintain strong feedback
· Demonstrate reliability, punctuality and professionalism
· Actively contribute towards departmental admissions, membership, retail and secondary spend objectives.
· Demonstrate strong product knowledge and effective upselling of relevant products and experiences.
About You
A hardworking and committed individual with a strong focus on achieving excellence and business goals, able to work independently, take initiative, and manage responsibilities with confidence. Possesses exceptional interpersonal and listening skills, enabling the development of strong relationships with a wide range of visitors while understanding their needs and delivering memorable experiences. Energetic, proactive, and highly organised, with the resilience and adaptability to thrive in fast-paced environments and manage multiple tasks efficiently.
Essential Skills & Experience
· Previous experience working in tourism, hospitality, retail or customer service.
· EPOS and e-payments experience.
· Previously worked in a customer-facing role.
· Strong communication skills, with the ability to engage effectively with a diverse audience.
· Experience promoting, recommending or selling products, services or experiences to customers.
Desirable
· An interest in history, heritage and visitor attractions.
· An interest in delivering engaging and memorable customer experiences.
Personal Attributes
· Engaging and customer centric.
· Motivated and proactive.
· Organised and time efficient.
· Passionate.
· Embraces challenges and performs well under pressure.
· Sociable and flexible.
· A positive work ethic and attitude.
The Reward
This role is challenging and rewarding, offering the opportunity to significantly impact the success and recognition of Cove Attractions. You will find immense job satisfaction in delivering an exceptional visitor experience from arrival through to departure whilst contributing to the commercial success of the attraction and being part of a successful and dynamic team.
What We Offer
At Cove Group, we believe work should be something you look forward to. We’re building a culture where people feel valued, growth is constant, and purpose drives everything we do. You’ll be part of a team that’s passionate, collaborative, and proud of the difference we make every day.
As part of our culture promise, we offer:
- A collaborative, supportive, and values-driven environment.
- Fair pay, regular recognition, and genuine appreciation for your work.
- Opportunities for professional growth, learning, and development across Cove Group.
- Clear expectations, honest feedback, and leadership that lifts others.
- A positive, purpose-driven workplace where you can grow, thrive, and make an impact.
Here, you won’t just do great work, you’ll help shape a culture we can all be proud of.
Pay: £12.80 per hour
Benefits:
Work Location: In person
