Hidden London Tour Guide

3 months ago

London, United Kingdom Transport for London Full time

**Organisation** **-** London Transport Museum

**Job** **-** Museum and Heritage

**Position Type** **-** Part Time

**Job Title: Hidden London Tour Guide**
**Salary: £25,000 - £27,000 Pro Rata**
**Location: London Locations**
**Contract Type: Permanent**
**Band: 1OB**
**Part time roles 14 or 21 or 28 hours.**
**Weekend and evening work is part of this role.**

**About London Transport Museum (LTM)**

Based in Covent Garden, we are the world’s leading museum of urban transport and an award-winning day out. But that’s just part of our story. We are passionate. We are curious. We are adventurous.

As a heritage and education charity, we reach every primary school in the capital to fire the imaginations of tomorrow’s engineers, designers, scientists, and arts enthusiasts. With business partners and industry decision-makers, we tackle the topics that matter to London, from smart cities to green innovation.

We want to close skills gaps, redress gender imbalances and create opportunities for under-represented and disadvantaged communities.

We want to ignite curiosity to shape the future.

**Key Accountabilities**
- Working with another guide and Customer Service Assistant (CSA), or sometimes solo, deliver guided tours at a variety of sites across London (currently 11) to a high standard, ensuring narrative consistency and excellent customer service is provided on each tour, resulting in a first class customer experience.
- Deliver private, corporate and other special tours both at Hidden London sites and at the London Transport Museum in Covent Garden and our Depot at Acton.
- Responsible for the management and safety of the tour group; undertaking all necessary training including in first response first aid, radio usage, and evacuation ensuring tours operate within the Hidden London risk assessments, method statements and standard operating procedures.
- Act as the LTM "Site Person in Charge" (Duty Guide) with responsibility for the overall health and safety of the tour group, maintaining close liaison with London Underground staff and ensuring that the on-site HL team adhere at all times to HL risk assessments, method statements and standard operating procedures.
- Research and maintain sufficient knowledge outside of the tour script outlines to be able to respond knowledgeably to audience questions about each tour site, wider transport history and London Transport Museum.
- Deal with problems raised by customers in an effective, appropriate, prompt, efficient and polite manner.
- Develop good working relationships with station and other staff to facilitate the delivery of the programme, for example providing paperwork as required.
- Undertake all reasonable requests made by management including working as a Guide or Customer Service Assistant at London Transport Museum in Covent Garden and the Museum Depot at Acton when required

**Skills, Knowledge & Experience**

**Skills**
- Good personal presentation and interpersonal skills.
- Good ability to share knowledge and connect with the widest audience and bring our tours to life with accurate, authentic and engaging story lines.
- Excellent team working skills and a high attention to detail.
- Good ability to learn information quickly.
- The ability to interact positively with a wide range of cultures, demographics and personalities.
- The ability to work flexibly and confidently at multiple tour sites,
- Good organisational skills and able to deal with multiple priorities and deadlines.
- A good level of IT/computer skills
- Good communication skills; able to communicate clearly and effectively with a range of individuals including colleagues, customers, contractors, internal and external stakeholders and the emergency services.

**Knowledge**
- An interest in, or knowledge of, the history of London and its transport. Understands the organisational history of London's transport, has a reasonable knowledge of the London Underground and its design and station architecture.
- Knowledge of how guiding contributes to excellent customer service.

**Experience**
- Experience of tour guiding at a range of sites and working as part of a team. Experience of providing excellent customer service with a friendly, enthusiastic, engaging, professional and customer focused approach including resolving customer issues and complaints swiftly and successfully.
- Experience of rapidly learning and presenting new information to a wide range of audience.
- Good organisational skills and able to deal with multiple priorities and deadlines.
- Experience of adhering to risk assessments and standard operating procedures and dealing with health and safety incidents - desirable.

**Important Additional Information**

**Weekend and evening work is part of this role.**
- Hidden London tours take place in sometimes semi derelict sites, in areas uneven under foot and with low lighting. Tours are not step free and guides need a good level of physical fitness to undertake the tours.

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