Visitor Experience Day Supervisor

2 weeks ago

Leeds, United Kingdom Harewood House Trust Full time

**JOB DESCRIPTION**
**Visitor Experience Day Supervisor (House)**

**Job Title **Visitor Experience Day Supervisor (House)

**Responsible to** Visitor Experience Manager

**Salary** £11.11 per hour, equal to £10,487.84 per annum

**Contract ** Annualised hours - 944 hours per year

**Hours** Working on a 2 week rota basis - Week 1 Fri/Sat/Sun, Week 2 Thurs/Fri/Sat

**ABOUT HAREWOOD**

Harewood House Trust is an educational charity which engages 250,000 visitors every year through our three outstanding collections - art, garden and living - with a 30-year commitment to contemporary programming, that links them. It is one of England’s finest 18th century country houses, with a magnificent collection of fine and decorative arts; an accredited museum, with a nationally designated collection, it is also the family seat of the Earl and Countess of Harewood.

As an educational charitable trust, Harewood’s key objectives are:

- to preserve for the benefit of the public the House, Gardens and Collections
- to promote the study and appreciation of the arts and sciences
- to provide facilities for recreation.

Alongside the care, conservation and interpretation of the core collection, Harewood runs a series of innovative exhibitions of contemporary as well as historic art. The Trust also has a commercial arm that manages its trading operation including major outdoor events, conferences, corporate functions, fine dining, cafés and other retail and food outlets
throughout the site.

In 2021, Harewood celebrated 250 years since the House was completed. The Trust has great ambitions for Harewood’s future, as well as celebrating its fascinating past, including working on a potential masterplan to ensure Harewood’s conservation, its longevity and its relevance to audiences today.

**JOB SUMMARY**

The Visitor Experience (VE) team acts as the ‘face’ of Harewood for 250,000 visitors a year. Championing the experience of every visitor, the Day Supervisor will work closely with the VE Team Leaders and Manager to deliver excellent customer care standards which meet the high expectations of our audience and ensure the VE team offers a warm welcome throughout the site leading to repeat visits and recommendations. The team plays a key role in promoting the Trust, Harewood Membership and developing long term engagement amongst our visitors. The VE Day Supervisor will demonstrate and uphold the skills and care required in order to succeed in this mission.

The VE Day Supervisor (House) will ensure the efficient day-to-day operation of Harewood House whilst open to visitors. You’ll need to be a real people person, with an eye for detail and a passion for customer service. You’ll provide a friendly, welcoming, informative and enjoyable experience for visitors and co-supervise the VE Team Members and Volunteers.

**MAIN PURPOSE OF THE ROLE**

**House Daily Operations**
- Ensure the House is opened and closed daily, adhering to House requirements and published times.
- Ensure the highest standards of visitor welcome and customer service are upheld by yourself and the Team, including being the main point of contact for all enquiries & complaints.
- Ensure the efficient day-to-day running of all aspects of the visitor operation within the House, making sure iPads, tills, PDQs and relevant paperwork is in place daily.
- Undertake regular floor walks to ensure the House remains ready in all aspects for visitors during opening.
- To provide effective and proactive supervision for the VE Team Members, ensuring standards are maintained and key areas are covered operationally.
- Organisation and supervision of the Volunteer House Ambassadors including leading morning and afternoon daily briefings.
- Communicate new information to the team and share activities going on within the Park and wider Estate.
- After training, assist management with the training of VE Team Members and Volunteer House Ambassadors.
- Greet groups and supervise house tours ensuring high levels of visitor experience are constantly maintained.
- Make sure all daily talks are delivered in the best possible way, providing regular feedback to the team.

**KEY RESULTS AREAS**

**Key Tasks**:

- Ensure the highest standards of visitor welcome and customer service are upheld by yourself and the VE Team, including being the main point of contact for all enquiries & complaints.
- Deal with any issues that may arise during the day with support from the Team Leaders and VEM and/or the relevant department.
- To be aware of, and constantly vigilant to, the risks of fire, theft and flood and at all times observe the current instructions of fire & security issued by Harewood House Trust
- To be familiar with the emergency procedures on site
- To be trained in First Aid. Ensuring all kits are in place and fully stocked.
- Ensure that all monies are reconciled and recorded and are secured at the end of each day.
- Any other duties as requested by the management of Harewo

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