Job Description
Role
This is an exciting opportunity to join our events team. As a Steward you will play a key role in ensuring the smooth and effective delivery of the event with the highest standard of customer care as well as ensuring the safety and welfare of our visitors and your team members.
This is a customer facing role and you must have a passion for providing outstanding customer service and have excellent interpersonal, communication and problem-solving skills to allow you to deal effectively with customer enquiries and ticketing queries.
You will be allocated a team to work with and will be required to work on a rota basis which covers several different areas within your team. All necessary training will be provided.
Key Responsibilities and Duties
Forrest Steward Team (inc. Merch Hut and Mallow land) - Faskally Forest
- Attend a nightly team briefing for all Stewards to ensure all team members are aware of any specific information or customer requirements.
- Meet & greet all our visitors with enthusiasm and in a positive manner.
- Offer an excellent level of customer service.
- Engaging with our visitors, answering questions and queries, and offering additional information to ensure they have an outstanding experience.
- You will be required to manage your designated site area diligently and in line with all venue safety procedures.
- Report any identified hazardous situation(s), defective equipment or any health and safety concerns or issues relating to areas that you see as unsafe or that may involve risk of serious injury to visitors or team members to a Team Leaders/Event or Transport Manager as a matter of priority and without delay.
- Remain focused, diligent and motivated throughout the night ensuring that you are motivated and working together as a team and delivering excellent safety, customer service.
- Reporting of any incidents, accidents, risks or hazards must be recorded appropriately, and the correct action taken in line with customer complaints procedure and/or Health and Safety guidelines, procedures and regulations.
- Deal with all customer enquiries, issues or complaints in a polite and calm manner.
- Processing payments, recording transactions and following banking procedures for merchandise shop and mallow land.
Departures & Customer Services Team - Pitlochry Town Centre
Departures
- Attend a nightly team briefing to ensure all team members are aware of any specific information or customer requirements.
- Ensure all signage is correctly place around departures area.
- Meet & greet all our visitors with enthusiasm and in a positive manner.
- Assist with queue management.
- Scan all visitor tickets prior to departure.
- Assist visitors onto Coaches if required.
- Assist visitors to disembark from Coaches when they return from the Forest
Customer Services
- Attend a nightly team briefing for all Customer Service Team to ensure all team members are aware of any specific information or customer requirements.
- Ensuring the efficient operation of the pre-paid ticket collection point, inclusive of issuing tickets to customers that have opted to collect on the day or have lost or damaged tickets.
- Issuing ticket exchanges (subject to availability) to customers who may have arrived to attend the event on the wrong day.
- Assisting customers with queries regarding specific access requirements.
- Processing and maintaining appropriate paperwork relating to customer queries and complaints.
- Working closely with the Departures team to ensure all visitors meet the correct ticketing requirements.
- Downloading daily show data in a timely manner onto hand-held consoles for the Departure and Arrival team.
- Processing payments, recording transactions, and following banking procedures
- Assisting the Departures team
Traffic Team - Forest Arrival and Departure points
- Attend a nightly team briefing for all Transport Steward Team to ensure all team members are aware of any specific information or customer requirements.
- You will oversee traffic management to ensure the smooth and effective flow of vehicles and visitors at the departures and arrivals venues.
- Liaise with Coach Drivers to ensure that the coaches are operating efficiently, identify any concerns or issues and bring them to the attention of the Team Leader/Transport Manager immediately.
- Where required assist in resolution and rectify efficiently and effectively.
- Assist customers with disembarking and unloading from coaches where required ensuring excellent customer service standards are always maintained.
- Check tickets where required.
- Assist in reducing waiting times for visitors at both arrivals and departures.
- Guide visitor to Forest from the drop off point.
- Check disabled tickets for parking.
- Responsible for traffic from bone yard.
Job Type: Temporary contract
Contract length: 1 month
Salary: £10.90 per hour
Benefits:
Application question(s):
- Can you realistically commute to Pitlochry for a variety of shifts?
Work Location: In person
Application deadline: 30/06/2023
Reference ID: EFSteward23
Expected start date: 30/09/2023