Adventure Hub Assistant

Summary
The Adventure Hub Assistant reports to the Operations Coordinator and is accountable for ensuring outstanding customer service in the TYF Adventure Hub Centre, serving delicious food and drinks and taking bookings for awesome adventures. The Adventure Hub Assistants are the face of the adventure business, they are the initial point of contact and welcome into the adventure centre and are responsible for ensuring that they receive the best experience possible. They will work in various departments of the adventure centre depending on the current needs of the business.

Responsibilities
Cafe
- Welcome the customers into the adventure hub, on the phone and via email, support their questions and concerns for both adventure and Cafe
- Familiarise yourself with the menu and any allergen requirements
- Take food and beverage orders and ensure they are communicated with the kitchen and bar promptly and accurately
- Ensure an efficient and safe delivery of all food and beverage orders.
- Fulfil hot and cold drinks orders.
- Ensure that the fridges and display items are fully stocked
- Ensure daily, weekly, and monthly cleaning checklists are logged and kept up to date.
- Performing end-of-day cleaning duties for all hub areas, which includes wiping down worktops, shelves, kitchen and fixtures as well as sweeping and mopping the floors.
- Work in accordance to food hygiene and health and safety
- Processing customer orders using the Point of Sale (POS) system.
- Serving food and clearing tables
- Support kitchen staff with washing duties
- Preparing food in the kitchen

Adventure Bookings
- Assisting customers with adventure enquiries, inform them of relevant promotions and encourage them to make purchases.
- Ensure that all customers have completed waivers before their activity
- Selling adventure products face to face, over the phone and via email
- Processing customer payments using the relevant software.
- Maintain customer support and follow ups with booking enquiries, resolving any complaints timely and efficiently.

Hire
- Working in the hire centre
- Issuing and aiding return of adventure equipment ensuring safe delivery
- Ensure hire and adventure equipment is returned as scheduled.
- Providing safety advice and recommendations to customers as suggested by the Head guides advice.

Stores
- Support the guides with issuing and retaining equipment for customers
- Organise equipment for efficiency and ease of use
- Maintain cleaning standards of kit
- Complete equipment safety and inventory checks
- Ensure that stores and changing areas are clean

Other responsibilities
- Undertake any other duties as may reasonably be requested
- Maintaining a positive image of the brand at all times.
- Maintain equipment to a high standard.
- Share TYF’s story, values, and mission with our customers.
- Maintain an in-depth knowledge of TYF’s products and services in order to share with our customers and offer advice and recommendations when necessary.
- Ensure that customer experience is at the heart of everything that you do by projecting a professional and positive approach to all aspects of customer experience in order to deliver consistently - - superb customer satisfaction and encourage repeat business.
- Recognise and share potential marketing content as it presents an opportunity.
- Be accountable for your own development through the Performance and Development Review (appraisal) process seeking out opportunities to learn new skills.
- Take reasonable care for the health and safety of themselves and of others who may be affected by their acts or omissions at work.
- Support all staff with customer service in person and with the phones when needed
- Update supplier communication through CRM software

Sustainability and Impact
- Be an ambassador for TYF's mission and positive change.
- Ensure that ethical and sustainability practices are considered through all decision making.
- Carry out tasks required with as minimal environmental impact as possible and work with TYF to ensure a net positive social and environmental impact is achieved across all responsibilities.
- Use your excellent storytelling skills to highlight environmental issues and encourage yourself, your colleagues and TYF’s customers and community to become environmental ambassadors.
- Be aware and up to date of local and global events that relate to TYF’s vision, mission and values.

Skills

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• Excellent interpersonal skills with ability to communicate effectively to a variety of customers. 
  
• Self motivated with the ability to work independently and as part of a wider team.
  
• Awesome knowledge of TYF vision and values and an excellent ability to communicate this to customers. 
  
• Basic mathematical skills.
  
• Ability to work flexible hours.
  
• Prior experience in a similar role 
  
• Excellent knowledge of environmental issues, social justice, and sustainability. 
  
• A digitally literate and competent user of Microsoft Office and Google Suite.
  
• A confident, commercially aware and creative individual with excellent organisational skills and a high level of attention to detail.
  

Qualifications - Can be provided

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• Food Hygiene Level 1
  
• Barista trained
  

Experience

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• Experience of working in a similar role
  
• Awareness of ecological and environmental issues
  
• Previous experience in customer service