Visitor Experience Host

1 month ago

Windsor, United Kingdom The Crown Estate Full time

Advert close date: Friday 15th November 2024

Purpose of role:

This role acts as an ambassador for Windsor Great Park (WGP) and Adventure Play providing exceptional customer service, welcoming and connecting with visitors to ensure they get the most out of their visit.

Accountabilities:

  • Be familiar with and comply with the Code of Conduct and Professional Boundaries Policy and Procedures;
  • Be familiar with, and comply with, our Safeguarding Policy and ensure that any concerns relating to the safety or welfare of children are reported to the Duty Manager;
  • To offer an engaging and friendly welcome to visitors;
  • Conduct all duties in a professional and safe manner with due reference to relevant risk assessments and safe systems of work;
  • Carry out daily inspections and ensure all health and safety checklists are completed in line with policies and procedures;
  • Manage queues and crowded areas safely, ensuring that queue lines are controlled and engaged with confidently;
  • Administer first aid;
  • Help to ensure that in an emergency, Adventure Play and the Visitor Centre is safely and calmly evacuated;
  • Contribute to improvements in customer service, membership, retail and catering sales or visitor operations in general;
  • Play your part to ensure Visitor facilities are an inviting and safe place for our visitors. This includes tasks such as reporting any building issues, touch up cleaning of visitor areas, litter picking, checking toilets and emptying bins;
  • Provide our visitors with accurate information about WGP and share your knowledge to enable them to enjoy their visit;
  • Promote our membership, catering and retail offerings, taking every opportunity to maximise sales opportunities;
  • Support the team to ensure retail stock is available, displayed well and available for purchase, moving stock to the retail space as required;
  • Respond to and deal with customer feedback. Seek support and refer on where necessary;
  • Assisting with additional duties to support events and special promotions and the wider business;
  • Fulfil personal requirements where appropriate with regard to The Crown Estate’s policies and procedures, particularly, Safeguarding and Child Protection, health and safety, equality and diversity, customer care, emergency procedures, work standards and promotion of The Crown Estate’s core values

Skills and experience required:

  • Enthusiastic about WGP and Adventure Play with an interest in its history and what it has to offer to visitors;
  • Highly customer oriented with the ability to exercise tact and diplomacy;
  • A good communicator, confident, friendly, approachable with the ability to engage with a wide variety of people;
  • Calm and assertive;
  • Be willing to have a flexible and versatile approach to provide support wherever and whenever needed;
  • First Aid trained to the required level (training will be provided);
  • A team player;
  • Basic IT skills;
  • A proven track record in an environment where the customer comes first;
  • Proven experience of dealing with the public positively to resolve concerns;
  • Previous involvement in an admissions/ticket selling role is desirable, but full training will be given.

This is a casual position, the hours will vary throughout the year, but will be over 8 hours per week all year round and including weekends.

We are a proud disability confident employer and operate the offer of interview scheme Disability Confident employer scheme - GOV.UK (www.gov.uk).

We are happy to offer alternative application methods or formats and can be flexible on our process to enable you to have the best opportunity.

If you have any questions about our recruitment process or would like to talk about adjustments, please contact us on careers@thecrownestate.co.uk.

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