Visitor Engagement Supervisor

**HCPT Visitor Experience Supervisor Job Description and Person Specification**

**Job Title** - Visitor Experience Supervisor

**Reporting to** - Operations Manager

**Salary **- £7.49-£10.42 (Minimum/Living wage - age dependent)

**Hours**:Casual
A standard day shift you may be asked to cover is 7.25hrs (weekdays), 6.25hrs (weekends), though these may sometimes be longer. There may also be additional hours to cover events.

**Overall purpose of the role**

To support the creation of an outstanding visitor experience, by maintaining presentation of the site, supporting volunteers, providing a warm and professional welcome to visitors, and assisting with events and activities.

**Duties and responsibilities**
- To undertake rostered responsibilities for the opening to the public of the Bishops Palace and Grounds, and supervising volunteers as they welcome visitors, ensuring that they have an outstanding experience and that the highest standards of customer care are consistently delivered.
- To maintain the overall presentation of the Bishops Palace and Grounds including routine end of day cleaning and regular deep cleans.
- Where volunteers are unavailable assume the volunteer role, welcoming visitors in a warm and friendly manner.
- To assist with the delivery of the site wide events programme, both public and private.
- To assist the Operations Manager with group and school visits as required.
- To set up rooms for above bullet points, including moving of furniture.
- To maintain a professional and business-like appearance in keeping with this customer facing role and communicate in a warm, welcoming and approachable manner.
- To maintain lines of communication with job counterparts and Operations Manager to ensure smooth operation of site.
- To liaise and work with Museums Worcestershire, and other external partners and contractors in a professional and friendly manner.
- To support HCPT’s fundraising objectives by ensuring visitors are aware of the opportunities available to support the charity’s work, for example through donations or volunteering.
- To ensure that the Trust’s security and collections care protocols are observed by visitors and volunteers.
- To undertake regular security, safety and operational checks as directed by the Operations Manager.
- Other duties as required.
- To be an ambassador for Hartlebury Castle Preservation Trust, ensuring that visitors have a clear understanding of the vision and values of the charity.

**Manual handling and movement around all areas of the 26 acre site are involved in the role, so a degree of physical fitness is required.**

**Key Relationships**

**Internal** - other staff (both paid and voluntary), across HCPT and Museums Worcestershire, HCPT Trustees

**External **- to include visitors, event organisers, artists, performers, designers, Ecologists, Heritage professionals, writers, researchers, teachers, university professionals, suppliers and contractors, venue managers, etc

**Person Specification**

**Experience**:
**Essential**
- Experience of delivering high quality customer/visitor service in a fast-paced public facing environment.
- Experience of working with/alongside volunteers.
- Experience of communicating people from a variety of ages and backgrounds.
- Experience of working as part of a team, either in work or a voluntary setting.

**Desirable**
- Experience of working in a heritage site or visitor attraction.
- Experience of engaging positively with customers/visitors to develop loyalty and promote and sell products and services.

**Skills & Knowledge**:
**Essential**
- Excellent organisational skills with the ability to multitask and prioritise a varied workload without regular supervision.
- Ability to solve problems quickly and sensitively using own initiative.
- Excellent written and verbal communication skills.

**Personal Qualities**:
**Essential**
- You will have a warm, welcoming and approachable manner.
- Ability to stay calm and polite under pressure and maintain a positive attitude.
- Excellent personal presentation standards consistent with this customer facing role.
- You will have a proactive, can-do attitude.

**Desirable**
- An interest in history and historic houses

**ADDITIONAL INFORMATION**

Shifts can include weekends, bank holiday and weekend work.

Due to the location of the site, access by public transport is limited and not available on Sundays. It is therefore recommended that the post-holder has access to own transport and a full driving licence.

**Equality and Diversity**

The Trust has a strong commitment to achieving equality in its service to the community and the employment of people and expects all employees to understand comply with and promote its policies in their work.

**Health and Safety**

The post holder shall ensure that the duties of the post are undertaken with due regard to the Trust’s Health and Safety Policy and to their personal responsibilities under the provisions of the Health