Sales & Guest Services Administrator. Job Pack June 2016






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Sales & Guest Services


Job Pack

June 2016


Thank you for your interest in the role of Sales & Guest Services Administrator at Avon Tyrrell.

UK Youth is the largest national body for the youth sector who, via our members and affiliates, reaches a network of 5,000 youth clubs and 700,000 young people. This is a really exciting time to be joining this 104 year old dynamic and energetic organisation, as we grow our reach and impact over the coming year.

Avon Tyrrell - As a leading outdoor learning venue, the UK Youth Outdoor Activity Centre at Avon Tyrrell is dedicated to the continuous development of young people. Let us help you create adventures that realise potential and leave you with incredible memories. Through an extensive range of adventure, outdoor learning and tailored programmes, we recognise and reward achievements made outside the classroom, providing the opportunity for everyone to ‘Experience, Learn and Develop’. UK Youth is a leading national youth development Charity supporting over three quarters of a million young people, by developing, promoting and delivering a range of innovative education programmes in partnership with a national network of member organisations. Our aim is to enable young people all over the UK to raise their aspirations, realise their potential and have their achievements recognised.

If you have loads of experience, energy and motivation to help us ensure that every young person is a positive force for change in their own life, and the lives of others, then please read on, and we look forward to receiving your application.

Please find enclosed the following:

 Job Description including Person Specification

 Diversity Monitoring Form (separate document)

 General Information on UK Youth

To apply for this position, please forward a complete CV together with a supporting statement of maximum two pages of A4. Please ensure that your application fully addresses the key requirements for the role. Please send to before the closing date (6 June 2016). Alternatively please post these to the address on the back page of this pack for the attention of Sharon Mackintosh. Please mark the envelope “Private – addressee only”.

If we have not contacted you within 21 days after the closing date unfortunately your application has not been successful on this occasion. We would like to be able to write to every UK Youth applicant individually but must use our limited HR resources carefully. We hope you understand our policy on this matter.

Please note that successful applicants for vacancies with UK Youth will be required to have a Disclosure and Barring Service check as a condition of employment.

We wish you every success with your application. Yours sincerely

Katherine Causton



Job Title: Sales & Guest Services Administrator

Department: Guest Services

Location: Avon Tyrrell

Reporting to: Guest Services Officer

Salary: £16,000 pa


To be an effective member of the Sales & Guest Services Team who are responsible for selling Avon Tyrrell’s portfolio of programmes, accommodation and activities and ensuring all site visitors experience meets and exceeds their expectations with a high level of customer care and support. Meeting the aims and objectives of the department, offer a high level of customer care and service thus helping to maximise Avon Tyrrell’s income and reputation in support of the UK Youth’s Mission and charitable objectives.


1. To proactively promote and sell the Avon Tyrrell facilities and outdoor programmes to a wide variety of organisations locally, regionally and nationally in accordance with the agreed business plan and targets. This includes:

a. Maintaining a very good knowledge of Avon Tyrrell’s work, developments and products.

b. Taking all appropriate opportunities to promote the Charity and Avon Tyrrell and to build and maintain effective customer relationships;

c. Ensuring that all requests are dealt with promptly and politely and all emails are responded to within no more than 1 day of receipt and phones are answered politely and timely

d. Ensuring guest requirements can be delivered before commitments are made to customers, and that if you have to reply to a customer’s request it is done with 24hrs.

e. As required support the operation of Avon Tyrrell’s retail operations (shops, bar, vending machines and fishing) and all financial transactions are in accordance with Avon Tyrrell Operating Procedures.

f. Working to support and assist (as necessary) the Marketing and New Business Coordinator to develop appropriate sales and marketing materials, relaying guest feedback, highlighting new ideas and gaps in current bookings g. Participating in charity and Marketing events as required by the Guest Services Officer Avon Tyrrell.

2. To be a highly competent user of the Avon Tyrrell Booking and Management Software, Cinolla, and ensure that customers’ bookings are processed, correctly, efficiently and effectively in order to ensure that the process operates smoothly and helps to maximise income for the charity and meets customer’s needs. This includes

a. Accurately recording and confirming all orders, using Cinolla, so that they are kept up to date

b. Liaising with other Sales & Guest Services staff and other department staff on issues related to guest requirements to ensure that everything is in place for customers e.g. discussing rooming/catering lists, maintenance requirements or disability equipment needed et

3. To undertake a selection of key tasks for which you have been trained as outlined below at the request of the Guest Services Officer:

a. Write outdoor programmes for visiting groups, this includes liaising with key personnel from the activities department to ensure programme resources can be fulfilled, ensuring adequate staffing levels to fulfil the booking requirements and flagging up in good time periods with high booking demand or staff shortages which may require the use of freelance staff

b. Maintaining a good working knowledge of our activity portfolio, their suitability for guests and the key learning objectives.

c. Liaising with the Group to ensure their programme fulfils their visit objectives

d. Conducting professional and courteous site visits upon request – carefully compiling guest requirements and offering can do solutions which meet their requirements

e. Monitoring and completing all milestones as appropriate for the booking and running regular milestone reports to flag up issues


f. Disseminating all information to department heads to ensure the smooth running of the booking, identifying all unusual requests and ensuring that all staff have access to via the booking the most up to date versions of information

g. To ensure all bookings paperwork is sent out in good time and to a high professional standard h. To monitor income totals and to ensure we minimise our debtor liability at all times

i. To follow financial operating guidelines at all times and ensure regular and effective communication with the finance team to accurately record and advise guests of received income and as well process relevant Avon Tyrrell expenditure.

4. To support the operation of Reception and deliver an excellent onsite service to guests post-sale that meets guests needs, runs smoothly, safely and efficiently and helps to maximise income for the organisation. This includes:

a. Assisting with guest arrivals and liaising regularly with groups during their stay as required.

b. Assisting visitors who come into Reception with queries, providing the information where possible or finding the appropriate person to deal with the query if necessary and passing on any necessary information to other staff; c. Dealing promptly with customer queries or problems, liaising with other staff or suppliers as necessary and passing queries to another member of the organisation where appropriate, so that issues are dealt with efficiently

d. Building and maintaining effective customer relationships so that customers have an excellent impression of UK Youth, building high levels of repeat business

5. To provide general administrative support as directed by the Guest Services Officer Avon Tyrrell in support of Avon Tyrrell operational needs. This includes:

b. Helping other Sales & Guest Services staff during busy periods by carrying out some of their tasks, so that the department operates smoothly and efficiently;

c. Supervising apprentices, volunteers and work experience students and general assistants from time to time so that they are clear about their tasks and carry them out efficiently;

d. Helping with fund-raising, publicity and other events in support of raising Avon Tyrrell’s profile and income; 6. To cover regular weekends on a rota with other Guest Service staff. This involves carrying out normal duties but being

available for the duty manager in case there is any emergency.

7. To help with any special events / open days’ etc. being held and assist with fundraising to improve and develop the provision of Avon Tyrrell.


1. Attend one to one meetings and annual appraisals with the Guest Services Officer.

2. Participate proactively in staff meetings, team meetings and other meetings as required. To work effectively with colleagues to achieve objectives and to represent UK Youth at meetings and events as required.

3. Support organisation wide initiatives

4. Support colleagues from other teams to achieve their objectives

5. Always to act as a positive ambassador for the organisation, contributing to the effectiveness of meetings, the sharing of knowledge and experience and the development of UK Youth and its profile.

6. Take reasonable care of his/her own health and safety and for that of others who might be affected by his/her work, as required by law and described in the relevant operating procedures and policies for his /her area of work.

7. Undertake any other duties and reasonable requests that are in keeping with the nature of this post.


Resources Reception, Shop, Bar and Vending Machines Equipment and Consumables

People Placement Students / Volunteers


UK Youth’s donors and suppliers / UK Youth’s customers and potential customers / Other youth organisations / Members of the public / Chief Executive, Directors and staff of UK Youth / UK Youth’s Trustees and members of the Avon Tyrrell Trust / Friends of UK Youth / UK Youth’s Network


Number Essential Desirable

1. Educated to at least GCSE/NVQ level 2 or equivalent X 2. Previous successful experience of working in an sales/administrativerole

in a busy customer-facing environment, with a demonstrable understanding of the requirements of the role

X 3. Experience of working effectively, sometimes at senior level, with a wide

range of organisations and individuals, including building and maintaining good relationships

X 4. Experience of working effectively with a wide range of people; including

building and maintaining good relationships

X 5. An understanding of sales and secondary selling X

6. IT skills, Microsoft office X 7. A pro-active approach, self-motivated and enthusiastic with initiative and

commitment to achieving results, able to work efficiently independently and within a team environment, promoting the organisation at all times


8. Very good administrative skills including information collation X 9. Excellent time and workload management skills with proven experience of

meeting deadlines


10. Full clean driving-licence X 11. Flexible approach to work and working hours, including willingness to work

regular weekends and occasional evenings.

X 12. Discretion and judgement, and experience of dealing with sensitive


X 13. Takes account of the need to work within budgets, save costs and

maximise income in carrying out daily tasks

X 14. Very good interpersonal, customer care and communication skills and

empathy with the needs of young people



Who We Are

Our History

UK Youth was founded in 1911 as the National Organisation of Girls Clubs. It became the National Association of Girls Clubs and Mixed Clubs in 1944 and the National Association of Youth Clubs in 1961. In 1987, it became known as Youth Clubs UK and adopted its current title UK Youth in 2001. In 2010-11 it celebrated its centenary year.

Who we are today

UK Youth is a leading national charity that empowers young people to take control of their own lives and reach their full potential. We do this by connecting a vast network of youth groups across the UK and running a range of innovative programmes that help young people develop the skills, knowledge and experience they need to succeed in life.

Young people today face the triple whammy of high unemployment, high costs of living and poor pension provision. They are growing up in a world where education and training are expensive and offer no guarantee of employment, there is little job security, and employer investment in professional development and career planning is declining. Yet, despite this, most young people remain remarkably positive, generous with their time and energy, and keen to ‘give back’ to society.

At UK Youth we believe we must work alongside young people to find solutions to these intractable problems and empower them to completely reshape their role in society. To every young person who says ‘I can’t’, our job at UK Youth is to say ‘you can’.

Through UK Youth young people:

 Learn Vital life skills

 Become more employable

 Gain recognised awards and qualifications

 Take action to improve their communities

 Organise national events and make their voices heard

 Experience the benefits of outdoor learning

We sit at the heart of a network of regional youth associations and national partners. The network represents more than 5500 youth clubs and projects. We support them through training and publications and providing a wide range of free resources and activities.

UK Youth has developed a sector leading reputation for working with corporate funders and attracting major investments for national projects that are delivered locally through our network members, with support from our national staff.

UK Youth’s projects create opportunities for young people to be actively involved in the decision making process. Many of our biggest national projects are youth led and young people make up over 15% of our Trustee Board. UK Youth Voice, our national youth steering group ensures that we put young people at the heart of everything we do. This steering group of 16-25 year olds plays a major role in governing the charity and shaping the development and delivery of our programmes.

UK Youth has offices in London but our historical base is our Outdoor Activity Centre at Avon Tyrrell in the New Forest National Park. Over 22,000 young people each year experience the opportunity to learn outside the classroom.

The Team

UK Youth currently employs 80 skilled and dedicated staff across England. Our staff are based between Avon Tyrrell and our London Office, but also a number of home-based staff across the country.

The Trustees

We have a highly committed Board of Trustees which includes three young trustees from our youth steering board UK Youth Voice, CEO’s of regional and National Youth Organisations, corporate executives, academics, and finance professionals.


Our current programmes

The Big Music Project works with the biggest brands in music and creates opportunities for young people across the UK, from training schemes and careers advice to work experience, internships and community youth music projects. It equips young people with the skills and knowledge they need to create a successful future in the music and creative industries. The Big Music Project is delivered in partnership with Global Radio (who own Capital, Capital XTRA, Radio X and others) and is funded by

The Big Lottery Fund.

Generation Code inspires and ignites young people to engage in and learn about computer science and app development through coding. Young people are guided through an engaging course and, with their new skills, work in teams to pitch an idea of how to use coding to enhance their local community. Generation Code is funded by Microsoft.

Active Youth gets inactive young people from deprived areas in Cumbria, Leicestershire, Cheshire West and the Wirral involved in physical activity. ‘Get active’ courses are designed and delivered by young activity ambassadors to their peers. Active Youth is funded by Sport England.

Youth Action provides training and seed funding to support young people to take action and create positive change within their local communities. Youth Action is funded by Starbucks and Cabinet Office.

Road Code gets young people to think about road safety prior to starting to learn to drive through interactive training delivered by UPS volunteers. Road Code is funded by UPS.

Youth Achievement Awards encourage young people to take on responsibility and create a personalised learning programme

based around their own interests. The awards help accredit achievements and use skills such as leadership, creativity and research, helping to build confidence and promote life skills.


To apply to become the Sales & Guest Services Administrator at Avon Tyrrell for UK Youth, please forward an up-to-date CV together with a supporting statement explaining how you believe your skills and experience match the requirements of the role

You should also give the names, positions, organisations and telephone contact numbers of two referees, relevant to the role. References will only be taken once your express permission has been granted.

You are also invited to complete and return the enclosed diversity monitoring form. The information on the form will be treated as confidential, and used for statistical purposes. The form will not be treated as part of the application.

Applications should be made by emailing your CV and supporting statement to

Applications can also be posted to:

Sharon Mackintosh, Avon Tyrrell Activity Centre, Braggers Lane, Bransgore, Hampshire, BH23 8EE


Closing Date: Monday 4th July 2016 (9am)

Interviews: Friday 8th July 2016


The applicant warrants that she or he has not at any time either been charged with or convicted of any criminal offence associated with or relating to any sexual offence. As UK Youth meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, all applicants offered employment will be subject to a “Standard/Enhanced” disclosure check from the Disclosure Barring Service before the appointment is confirmed. This will include details of cautions, reprimands or final warnings, as well as convictions. Having a conviction etc. will not necessarily bar you from employment. This will depend on the circumstances and background to your offence(s). It is agreed by the applicant that the Charity is hereby authorised to carry out such checks or enquiries.

The applicant also warrants that she or he has the right to work in the United Kingdom. Section 8 of the Asylum and Immigration Act requires UK Youth to make document checks on all potential employees in this regard; these checks will be made at the interview stage. (Refer to for more information)

If you have any questions or queries on any aspect of the appointment process, need additional information or wish to have an informal discussion, please contact our Guest Services Officer on telephone 01425 672 347.


Avon Tyrrell

Braggers Lane


Hampshire, BH23 8EE

01425 672 347



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