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Tour Guide

7 months ago

London, United Kingdom Somerset House Trust Full time

**Description**:
We are recruiting a small team of tour guides to help deliver our Historical Highlights tours at Somerset House, currently focused on the history of our site, with more tours planned in the future.

Our tour guides will welcome visitors and deliver tours to the public in an entertaining, informative and engaging way, whilst ensuring a safe and secure visit to Somerset House.

The tours will last for approximately 45 minutes to 1 hour so you will need to be able to hold an audience’s attention throughout the tour. A passion for sharing knowledge is key; you will be required to retain the knowledge to field questions and invite engagement from the audience.

**Key Responsibilities**:

- Ensure consistently high standards of visitor engagement, providing a friendly welcome and responsive visitor experience.
- Deliver our tours to the public in an entertaining, informative and engaging way.
- Ensure tours start on time and keep to required timeframe.
- Deliver tours to commercial events clients’ groups, sponsors or funders as required.
- Continue to develop knowledge of Somerset House, its history and programme to make recommendations for additions or adaptations to the tour.
- Adapt tours as required when some locations or stops are not accessible.
- Use provided technology to check tickets and scan entry, or direct visitors to purchase tickets via the website.
- Check routes in advance of tours and liaise with internal partners to maintain safety.
- Be responsible for the health and safety of the tour groups, reporting any incidents or near misses.
- Keep up to date with Somerset House emergency procedures and play an active part in evacuation if required.
- Work with volunteers to lead the tours safely around site to meet all the tour stops.
- Actively assist visitors with access requirements and promote an inclusive environment.
- Share your knowledge and enthusiasm about Somerset House and its programme with our visitors, including promotion of forthcoming events or exhibitions and the onsite catering and retail opportunities.
- Deal with customer complaints and feedback confidently and calmly, sharing recommendations to the visitor experience management team for improvement.
- Undertake any other duties and responsibilities as required in line with the obligations of the role.
- Physically able to walk and stand for long periods.

**Skills, Knowledge and Expertise**:
**Experience**:

- Of delivering public tours or activity involving public engagement, ideally in a historic or cultural setting.
- Working to a set script or format, making adaptations and suggesting improvements where appropriate.
- Public speaking, with demonstrable ability to command an audience.
- Confident to talk about Colonial Histories from different perspectives with sensitivity and care.
- Customer service experience, including handling feedback and complaints.
- Ensuring Health and Safety procedures are followed.

**Skills**:

- Excellent English language and presentation skills.
- Ability to share knowledge in an engaging and enthusiastic way. Be a great storyteller.
- Ability to work independently with excellent timekeeping skills.
- Excellent customer service skills.
- A commitment and passion for ensuring an outstanding visitor experience to a diverse audience.
- Fluency in other languages (desirable).

**Benefits**:
**Mental Health & Wellbeing**
- Access to our external Employee Assistance Programme (CiC) for free 24/7 confidential advice and support, including up to 6 free counselling sessions per year where needed

**Pension**
- 5% employer 3% employee pension contributions *as long as criteria is met

**Discounts, offers and free stuff**
- The list is endless and includes tickets to Somerset House events and entrance to other London Heritage sites
- Discount to local leisure centres

Somerset House is a London Living wage employer

**About Somerset House Trust**:
Somerset House hosts the UK’s largest and most exciting creative community right in the heart of London, and are always looking for new talent to join our team. We welcome 3 million annual visitors to share our unique combination of cultural events, the creative industries and history. This mix informs and powers our programme and organisational culture, making us a singular, compelling and inclusive place to visit and work.

Our Commitment to Anti-Racism, Diversity and Inclusion:
Somerset House is actively anti-racist, you can read about our Anti-Racism Pledge and the action we’re taking here. We are working hard to ensure our people, our onsite community and our sector reflect, represent and include all of society.

Please get in touch if you have any questions or require any adjustments to be made during the recruitment process.