Visitor Welcome Assistant

Job Title: Visitor Welcome Assistant

Reporting to: Visitor Experience Manager, Visitor Operations Manager
& Assistant Admissions Manager

Department Location
Visitor Experience Waddesdon Manor, Aylesbury, HP18 0JH

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; protecting interiors and collections from damage;
to managing parking arrangements and supporting events and group visits.

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:
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
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
Visitor Care & Engagement
- 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

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
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 benefit to the property
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 evac