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Visitor Host

4 months ago

Forest Hill, United Kingdom Horniman Museum and Gardens Full time

**Posted**:24/07/2023 16:06**Start Date**:Not Available**Salary**:£23,392 per annum**Location**:Horniman Museum and Gardens, Forest Hill**Level**:Experienced (Non Manager)**Deadline**:07/08/2023 10:00**Hours**:37.50**Benefits**:See "Working for us" on the Home menu**Job Type**:Full time**Job title and reference**:Visitor Host (ref: CIG8.23)

**Salary**:£23,392 per annum

**Hours of work**:Tuesday - Saturday: 8.45am-6.15pm on Saturdays, 9.30am-5.45pm on all other days. 37.5hrs in total

**Contract**:Permanent

The Horniman** **is London’s only museum where human cultures and natural environments can be seen alongside each other. We are a ‘one world’ museum showing collections of musical instruments, anthropology and natural history; we have a butterfly house, an aquarium and a popular programme of family-friendly exhibitions. The Horniman is set in 16 acres of beautiful Gardens offering breath-taking views across London.

We are looking for warm and approachable Visitor Host to share their enthusiasm for the Horniman’s collections of objects from the natural world and different cultures. You’ll be friendly and helpful as you help our visitors to get involved with daily activities at the museum, as well as ensuring that they have a safe and smooth-running visit.

You’ll have previous experience of working with the public (not necessarily in a museum), and you may well be familiar with the Horniman and the local area. You will have outstanding customer service skills, and will be able to follow correct procedures to keep both our collections and our visitors safe.

Upcoming projects in our department include tours of the World Gallery (ideally including personal stories), active engagement with our visitors on the topic of climate change and support for events such as _Bright and Early, _a relaxed early opening with neurodivergent families in mind.

**To find out more about the role and what it’s like to work at the Horniman, please visit us at the Museum on Thursday 3 August between 10am-12noon - we will be happy to chat with you.**

**How to Apply**

**Please provide an overview of no more than 2 pages describing your experience relevant to the role as outlined in the Job Description and Person Specification.**

**JOB DESCRIPTION**

**Job title**: Visitor Host

**Section**: Visitor Experience

**Reports to**: Visitor Host Team Leader

**Responsible for**: No responsibility for staff

**Hours of work**:Tuesday - Saturday (8.45am-6.15pm on Saturdays, 9.30am-5.45pm all other days (37.5hrs in total)

**Main purpose of the job**

**Section description**

The Communications and Income Generation Directorate (CIG) comprises fundraising, membership, marketing, communications, digital, event operations, visitor experience and commercial activities.

**Main responsibilities**

Entertain, guide and inform Horniman customers throughout their visit to the Museum and Gardens to provide a high quality visitor experience, ensuring that each visit is enriching, enjoyable, memorable and safe. Visitor Hosts deliver activities and projects in public areas and also offer excellent standards of internal customer service across the Horniman.

**Customer service and engagement (50%)**
- Offer a welcoming, friendly and engaging visitor experience in line with the customer services standards set by the Visitor Experience Manager and Team Leaders.
- Greet customers warmly on arrival and manage their exit, actively assist them to find their way around, and accurately check tickets and membership cards using the scanners provided
- Build rapport with our visitors, encouraging them to visit galleries and take part in events and activities likely to interest them
- Explain proactively the collections, stories and mission in ways that entertain, inform and engage our visitors, including the delivery of self-developed guided tours and talks about objects in the collection (quality assured by curatorial and learning as needed).
- Ensure that interactive displays or areas are well presented, and that customers are using them safely and to best effect
- Deal with customer enquiries, comments and complaints effectively and in line with customer care standards
- Maintain excellent standards of personal presentation and maintain presentation standards for the galleries, displays, facilities and all public areas.

**Communications and Income Generation 20%**
- Actively promote the charitable status of the Horniman and generate donations from customers
- Contribute to the income generation of the Horniman by promoting charged-for products and events/activities
- Share information on customer activities: observing visitor behaviour; requesting feedback; evaluating displays and events; supporting the marketing team’s audience research.

**Health and Safety (20%)**
- Demonstrate a duty of care for customers by ensuring that public areas are safe and accessible at all times
- Carry out defined responsibilities for health and safety, s