Visitor Experience Assistant

3 weeks ago


Aylesbury, United Kingdom Waddesdon Manor Full time

Visitor Experience Assistant (VEAs)

Waddesdon is an historic house and garden open to the public. Created by Baron Ferdinand de Rothschild from 1874, it is home to the Rothschild Collection. Waddesdon’s collections are exceptionally rich in fine and decorative arts of the 18th century, assembled by three generations of the Rothschild family. Since 1957 the Manor has been owned by the National Trust and today it is managed by a charitable trust, The Rothschild Foundation, under the chairmanship of Lord Rothschild.

Waddesdon welcomes over 400,000 visitors to the property each year and we offer a programme of changing exhibitions, talks and tours, family activities and public events. Visitors are both National Trust members and paying visitors, and the income from our shops, restaurants, events and filming helps support opening the Manor to the public, our education programme and the care of the buildings, collections and gardens.

**Overall Purpose**:
The Visitor Experience Assistant is part of the Visitor Experience team and will work across the visitor operation in varied roles (House and Grounds) throughout the site Wednesday to Sunday. They are responsible for delivering an exceptional experience to all visitors, who will feel welcomed, appreciated and engaged as a consequence of the service and welcome provided. They will also provide a consistency of experience and support to the operation, whilst acting as a role model of best practice.

The VEA will support the team of visitor experience staff and volunteers, including providing some initial training and ongoing shadowing for new team members. They will also deliver additional operational support by training and acting as a first aider and fire warden whilst on duty, as well as playing a disaster management role in the case of an emergency.

The VEA will proudly act as an ambassador for Waddesdon, embodying the values and behaviours of the organisation and demonstrating a genuine passion for the property, its history and management.

**Primary Responsibilities**:
**House Operation**
- Opening the House Securely
- Assist in the preparation of the relevant visitor route by opening and closing the House each day as part of a team, including shutters, blinds, lights and curtains, taking particular care with historic collection items and fittings
- Ensure that all of the public spaces are consistently presented to the required standard and ‘cleared’ and locked down at the end of the day
- monitor the visitor route and collection during House opening hours following a daily routine and ensuring the security of the building, collection and visitors
- Invigilate exhibitions, sensitively balancing visitor engagement with care for/security of the objects on display
- Proactively communicate with the Security department to ensure the security of the collection and visitors and respond to issues as they arise
- Have a good understanding of volunteer House Host rotas and work collaboratively as part of a homogenous team of staff and volunteers

Facilitate Access
- Develop in depth knowledge of the House, access routes and any keys/fobs required to work within the collection
- Facilitate access for visitors within the House, using ramps and lifts, making use of accessible routes
- Champion access for all within the collection, supporting and staffing access provisions programmed throughout the year i.e. relaxed openings and accessible tours
- Train in access awareness and be aware of best practice guidelines

Collection Care
- Work collaboratively with the conservation department to ensure safe management of the collection, raising any collection concerns and taking responsibility for addressing them where appropriate
- Have a good understanding of conservation practices to react appropriately to ensure the safety of the collection and advocate for the conservation of the collection with staff, volunteers and visitors
- Train in object handling, collection care and environmental monitoring
- Train in ladder safety and use ladders when required within the collection

Visitor Care & Engagement
- Provide a friendly welcome at the admission point, validating or selling House tickets and cascading conservation and security messages consistently
- Have a good understanding and proficiency of the point of sale ticketing platform and upselling add on sales such as guidebooks and other interpretation or family trails
- Provide an exemplary level of visitor care throughout the visitor journey
- Manage customer concerns, resolving and/or escalating difficult situations where appropriate
- Have a broad knowledge of the visitor route including the principle show rooms, their contents and other information that visitors may require, confidently engaging with them throughout their visit
- Ensure all visitors comply with all House safety and security procedures, delivering these messages in an appropriate manner

Emergency/Disaster Management
- Be aware of emergency and ev



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