Visitor Engagement Officer

3 weeks ago

Aylesbury, United Kingdom Waddesdon Manor Full time

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**

Reporting to the Head of Visitor Experience, the Visitor Engagement Officer (VEO) is an integral part of the Visitor Experience team responsible for the delivery of a seamless visitor engagement programme of walks, talks and tours during varied opening hours throughout the year, enabling a broad range of visitors to have an outstanding and inspirational visit through the consistent quality of our welcome and the stories we tell. The VEO will work closely with the Head of Visitor Experience and the Visitor Experience
Manager, as well as colleagues from the Box Office, Volunteering, Collections, Gardens, Marketing and
Events departments to ensure the holistic delivery of excellent visitor care and engagement.

This post is responsible for the daily operational delivery of the public tours and walks programme, ensuring it is consistently delivered to a high standard and sufficiently resourced with staff and volunteers. The VEO will have the opportunity grow and develop the public programme, with particular reference to accessible and income generating programming.

The VEO will support a culture of excellence in visitor care, acting as an ambassador for our visitors across the property. They will provide motivational and supportive line management to guide and volunteer teams, encouraging them to embed the needs and expectations of visitors at heart of the operation. This role will also be expected to provide duty management cover for the House visitor operation in the
Visitor Experience Manager’s absence.

Working Wednesday to Sunday throughout the year, they will provide a ‘hands on’ operational presence.

It is anticipated that this role will take on additional responsibilities supporting the House operation from early 2024.

**Key Areas of Responsibility**:
**Delivering established tours and walks programme**
- Coordinate the delivery of the public tours and walks programme, including House tours for groups and private events, weekly Eythrope Walled Garden tours, weekly Wedding Cake tours, and daily garden walks
- Provide operational support for tours, acting as a ‘tail’, or opening and closing necessary parts of the Manor
- Regularly attend scheduled tours and walks to monitor the consistency and quality of the visitor offer, raising any necessary improvements
- Train to be a guide, covering staff/volunteer shortfalls to ensure consistency in the visitor offer
- Where necessary, support out of hours exclusive access tours
- Work collaboratively across all aspects of the visitor operation, especially with the Visitor Experience Manager to co-ordinate all House based activity and staff and volunteer resourcing
- Act as a central point of contact and liaising between teams and departments to ensure spaces and resources are efficiently managed in a timely manner, in particular; Group Bookings Coordinator, Head of Private Events and Collections department
- Proactively monitor the Operations Plan for any clashes or upcoming tours which may need input or support
- Support the daily visitor operation, ensuring the best use of staffing and resource across the property to deliver the public engagement programme
- Implement staffing plans to ensure all aspects of the tours and walks programme are sufficiently resourced using the ‘Homebase’ and ‘MyVolunteering’ rota systems
- Provide friendly and operational line management and point of contact for tours and walks volunteers and guides (Specialist Guides, VEA Guides, Garden Guides, Wedding Cake Guides and Hosts and Eythrope Guides), building consistently positive working relationships
- Working closely with the Visitor Experience and Volunteering departments, recruit, train and support talented and enthusiastic volunteers who will deliver our public tours and walks programme and expand and develop a year round integrated Visitor Experience volunteering offer
- Conduct informative briefings for staff and volunteer teams ahead of tours and walks
- Process hours for seasonal staff as well as authorizing volunteer expense claims and being responsible for confirming recharge codes where appropriate

**Develop and expand public tours and walks programme**
- Establish daily Wine Cellar talks, recruiting, training and monitoring the performance of guides/volunteers
- Establish weekend Aviary talks, recruiting, training and monitoring the performance of guides/volunteers
- Work closely with the Head of Visitor Experience to develop the new series of Wedding Cake tours
- Work closely with the Visitor Experience Manager an

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