Visitor Welcome Assistant

6 months ago

Aylesbury, United Kingdom Waddesdon Manor Full time

Visitor Welcome Assistant

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 Welcome Assistant is part of the Visitor Experience team and will and work across the visitor operation in varied roles throughout the site during opening hours. 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.

The VWA will be responsible for delivering multiple aspects of the visitor experience; from providing a friendly welcome on to the site; engaging with them about the history and collection; and protecting interiors and collections from damage; to supporting events and group visits and facilitating access across the site.

The VWA 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**:
Visitor Care & Engagement
- Welcome visitors from around the world, answering their questions, enriching their visit, and ensuring the safety and security of the site
- 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 site, including its history, access routes, way finding and key visitor facilities
- Ensure all visitors comply with all House safety and security procedures, delivering these messages in an appropriate manner

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

Collection Care
- Work collaboratively with the conservation department to ensure safe management of the collection, raising any collection concerns
- Have an understanding of conservation practices

Emergency/Disaster Management
- Be aware of emergency and evacuation procedures and to act accordingly if an emergency should occur
- Play an active part in the fire evacuation procedure

Facilitate Access
- Provide support with access across the site, including the training and safe operation of wheelchair ramps and lifts and making use of accessible routes
- Have a good understanding of access provisions, with particular reference to transport arrangements and the House admission and route
- Champion access for all across the property, supporting and staffing access provisions programmed throughout the year

Admissions & Operations
- Support day to day admissions by issuing and scanning entry tickets and selling admission tickets using an EPOS till
- Develop a good knowledge of our ticketing and till systems, including EPOS tills, ticket scanning devices, and GDPR compliance
- Ensure tills and ticket scanning devices are working as expected, and resolve or escalate any arising issues to a duty manager
- Support bus & admission queues, including strong radio communication with other areas of the site
- Directing vehicles across the site ensuring that visitors and deliveries reach the correct destination
- Assisting management of visitor parking, including the overflow car park during events and busy periods
- Ensure the presentation of the site all health and safety procedures consistently meet the standards expected
- Assist with setting up for special events, including the lifting and moving of signage and setting up barriers and queuing systems

Membership
- Maintain knowledge of the National Trust membership offer, including accuracy in recruitment form completion
- Champion the cause of the National Trust membership scheme and the corresponding b

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