Attraction Assistant
Pay: £3,933.60 per year
Hours: 26 hours per month
Location: Shepton Mallet Prison, Frithfield Lane BA4 5FQ
Role Purpose
You will play a vital role in supporting and delivering the wide range of products that Cove Attractions has to offer, helping to create a positive and memorable visitor experience across the attraction.
The Role
This varied and dynamic role includes welcoming guests at the attraction and promoting products and experiences, hosting seasonal activities, events, client functions, event setup and breakdown, supporting the delivery of immersive experiences, and maintaining high standards of cleanliness and presentation throughout the venue.
Your primary focus will be delivering exceptional customer service while also supporting the products across each department.
The role requires flexibility, including regular weekend, evening, and bank holiday work, as well as carrying out any other duties reasonably required to support the 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:
· Responsible for contributing to the company’s overall customer service experience and upselling goals and objectives. This includes meeting targets, improving performance, and contributing to the company’s success.
· Developing a deep understanding of all products and services offered at the attraction to effectively help visitors.
Additional Duties:
· Assist in setting up spaces for seasonal activities, special events, and client functions.
· Maintain presentation standards and ensure facilities are cleaned and restocked as needed.
· Supporting the delivery of products across the departments.
· Provide flexible support across departments to ensure the smooth operation of the attraction and delivery of visitor experiences.
Experience & Engagement
Customer Interaction:
· Ensure a high-quality, enjoyable experience for all visitors. Encourage visitor interaction and participation, fostering engagement.
· Maintain constant supervision of visitors during experiences and activities, ensuring their safety and well-being.
· Support and supervise visitors throughout their experience, ensuring their safety, engagement and wellbeing at all times.
· Interacting with customers in a respectful and professional manner, addressing inquiries and providing product and service information.
· Leading the way in delivering first class customer service and engagement.
· Resolving customer complaints promptly and professionally, aiming for swift and satisfactory resolutions, as well as escalating additional needs to the appropriate department or manager.
· Ensure visitors leave with a positive and memorable experience that exceeds expectations wherever possible.
Operational Management & Compliance
· Ensuring compliance with day-to-day health & safety, ensuring the safety of all visitors and staff members.
· Ensuring exceptional service and delivery.
· Demonstrating the highest levels of performance and conduct.
· Identify and resolve any challenges or issues that may arise, finding solutions and mitigating problems effectively.
Financial & Commercial Performance
· Selling items from the gift shop or café to visitors (depending on the attraction), working collaboratively to achieve departmental sales goals.
· Supporting the day-to-day operation of the gift shop, photo booth or café, ensuring areas are visually appealing, organised and ready for visitors.
· Upselling of products and services, working collaboratively to hit departmental sales goals.
· Monitoring stock levels and reporting replenishment requirements or issues as required.
Collaboration & Communication
Effective Communication:
· Ensure clear and transparent communication with visitors, colleagues and with other departments.
· Support cross-team collaboration at private events, including guest reception and beverage orders and service.
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 colleagues during busy periods
· Deliver experiences in line with operational standards, adhering to agreed scripts, tone and brand standards
· Create engaging and immersive experiences, ensuring sessions run on time and maximise participation
· Adapt delivery to different audiences
· Maintain strong feedback
· Demonstrate reliability, punctuality and professionalism
· Maintain high standards of safety, presentation and visitor engagement throughout all 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 a tourism, event, theatre, hospitality or visitor attraction environment.
· EPOS and e-payments experience.
· Previously worked in a customer facing role.
· Strong customer service skills, with an ability to engage effectively with a diverse audience.
· An interest in visitor attractions, immersive experiences, live events, or heritage environments.
Desirable
· Acting experience across a range of roles, including scripted and improvisational performance within live events and immersive environments.
· Experience working with large groups of visitors and answering on the spot questions.
Personal Attributes
· Able to work independently, take ownership of responsibilities, and use initiative to resolve issues effectively.
· Commercially aware, with confidence promoting products, experiences, and secondary spend opportunities.
· Engaging and customer centric.
· Motivated and proactive.
· Organised and time efficient.
· Positive in work ethic and attitude.
The Reward
This role is both challenging and rewarding, offering the opportunity to significantly impact the success of Cove Attractions. You will find immense job satisfaction supporting the operations to achieve its commercial goals and provide an exceptional visitor experience. We offer competitive remuneration and a collaborative work culture where your contributions are valued and recognised.
This role offers clear opportunities for professional growth and development.
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
