Visitor Experience Host

2 weeks ago

Windsor, United Kingdom The Crown Estate Full time

Note: You will receive an email once you have applied to this advert with an application form to complete and return.

Join us at Adventure Play, a unique, hand-crafted adventure playground at Windsor Great Park. Hidden within the woodland next to The Savill Garden, it is a fascinating world of walkways, slides, sculptures and treehouses.

About The Crown Estate

With a history dating back almost three centuries, The Crown Estate is a business like no other. We are an independent, commercial business; our purpose is to create lasting and shared prosperity for the nation. The Crown Estate is unique, with a diverse portfolio that stretches across the country. As active owners and managers of more than £14 billion of assets across land and seabed around England, Northern Ireland, and Wales, we seek to leverage our scale and convening power to make a meaningful difference.

Windsor is the only Royal Park and forest managed by The Crown Estate and is one of the country’s most unique and important environmental and ecological sites. Windsor is also a working estate and includes commercial forestry, a portfolio of residential and commercial property, as well as golf courses, Ascot racecourse, and let farms. The Estate covers approximately 6,400 hectares (15,800 acres) and includes Windsor Great Park, the Home Park of Windsor Castle, Swinley Forest and our Visitor Centre at The Savill Garden. The Estate welcomes 6 million visitors every year, placing it among the UK’s top visitor attractions.

The award-winning Savill Building serves as a visitor centre for The Savill Garden and wider Great Park. The Visitor Centre has a restaurant, café and a shop.

Adventure Play

Adventure Play at The Savill Garden, opened in summer 2023, a place for the whole family to explore and discover together. Adventure Play, situated next to the Visitor Centre, is a ticketed attraction which enables visitors to enjoy adventurous play in a woodland setting. To gain entry, children must be accompanied by a responsible adult.

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, 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 confidently.
  • Administer first aid.
  • Help to ensure that in an emergency Adventure Play and the Visitor Centre are 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.

EXPERIENCE

  • Experience of customer service or public facing role
  • Experience in the leisure and attraction industry
  • Experience of working with children
  • Experience of dealing with customers positively to resolve concerns
  • Experience in an admissions/ticket selling role

KNOWLEDGE

  • Experience and knowledge of health and safety and safeguarding practices

SKILLS/ABILITIES

  • Ability to work in a way that promotes the safety and well-being of children and young people
  • Motivation to work with children and young people
  • Demonstrate commitment to safeguarding
  • Excellent communication skills
  • Excellent interpersonal and collaborative working skills with ability to engage with a wide variety of people
  • Strong customer service ethos with the ability to exercise tact and diplomacy
  • Calm and assertive
  • Anticipates problems and identifies solutions
  • Meticulous attention to detail
  • IT and computer literate

QUALIFICATIONS

  • DBS checked
  • Training in First Aid (training will be provided)

OTHER

  • Enthusiastic about Windsor Great Park with an interest in its history and what it has to offer visitors
  • Genuine interest in working with visitors
  • Flexible approach to provide support wherever needed
  • 16 hours per week including regular weekends

Please note – due to the nature of the Adventure Play Host position, this role will be subject to a range of safeguarding checks to assess your suitability for a role that will be working with children, families and vulnerable groups which can include a criminal record check. Proof of ID and address must be provided at interview.

At Windsor Great Park we are committed to creating and fostering a culture that promotes safeguarding and the welfare of children, young people and adults at risk. All employees are expected to share this commitment.

Our safer recruitment practices support this by ensuring that there is a consistent and thorough process of obtaining, collating, analysing and evaluation of information from and about candidates to ensure that all persons appointed are suitable to work with all vulnerable groups, this includes a range of safeguarding checks including a criminal record check process.

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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