Historic Properties Steward

JobDescription

English Heritage cares for over 400 historic monuments, buildings and sites. Through these, we bring the story of England to life for over 10 million visitors each year. No matter what they do and where they do it, our people play their part in protecting and presenting some of the greatest places in England for the benefit and enjoyment of our visitors.

Job Title:Historic PropertySteward

Grade:Historic PropertySteward

Reports to:SiteManageror Property Supervisor

Location:VARIOUS SITELOCATIONS

MainPurposeof Job

Tomaximisevisitors’enjoymentofEnglishHeritagemanagedsitesbymaintaining excellentstandards ofservice,optimisingopportunitiestogenerateincomeandensuringthatthesiteanditsassetsare safeandsecure.TomakeEnglishHeritage sitesthe bestpossibleplacestovisitandwork.

Mainresponsibilities

Customer Service

  • To provide a consistent excellent service to our visitors that ensures their expectations are exceeded.
  • To deliver prompt, efficient and personalised service to customers.
  • Toprovideguidedtoursofthesiteand ensure,whereapplicable,tourequipmentisaccounted forand kept in properworkingorder.
  • Torespondcourteouslyandappropriatelytovisitorenquiries and feedback.
  • Tomaintainexcellentstandardsofsiteandpersonalpresentationatalltimesasdefinedin the Historic Properties Pocket Guide, covering all aspects from providing a warm welcome to visitors to site presentation including but not limited to general cleaning of all public areas including toilet cleaning and emptying of waste bins.

Commercial Awareness

  • To understand the objectives of the charity and strive to exceed key performance indicators (KPIs)
  • To be goal orientated and self-motivated to achieve targets.
  • To demonstrate sales and upselling capability.
  • To assist with the development of events and with the set-up, stewarding and break-down of events in liaison with the management team and other colleagues.
  • To assist with hospitality events. Staff may be asked to work outside of their normal working hours.

Teamwork

  • To work cooperatively and collaboratively in a high performing team to meet the needs of the charity.
  • To show initiative and take on additional responsibility when required.
  • To demonstrate opportunities to improve own role in liaison with management team and a willingness to strengthen job knowledge.
  • To assist with familiarisation training of employees new to the site.
  • To be flexible as part of a team and to assist at other sites within reasonable traveling distance.
  • To be prepared to attend training courses and conferences that are considered as necessary and developmental.
  • To use the Performance and Development Review to identify and deliver against development needs and performance measurement.

Process Awareness

  • To follow processes and procedures in a pragmatic way.
  • To ensure site meets with Health and Safety legislation in liaison with management team.
  • To follow set processes to ensure the site it secure at all times.
  • To use personal protection equipment as provided and directed within English Heritage Health and Safety Guidelines.
  • To deal with emergency contract call outs e.g. maintenance.
  • To adhere to all financial procedures to include till operation and banking and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.

General

Toundertakeanyothertasksanddutiesreasonablyrequiredbythe linemanager.

Thisisadescriptionof the jobasitisatpresentconstituted. Employees’jobdescriptionsmaybeexaminedby managementatanytime to eitherensure thattheyrelate tothe job currentlybeing performed, ortoincorporate proposedchanges. Managementreservestherighttochangeajobdescriptionafterconsultationwiththeemployees concerned. The aimwill be to reach agreementtoreasonable changesconsistentwiththe employee’sband andstatus.

PersonSpecification

HistoricPropertiesSteward
ESSENTIAL / DESIRABLE
TRAINING, EXPERIENCE ANDQUALIFICATIONS
Demonstrable understanding of the principles of
excellent customer care and visitor service
Experienceofworkingas partofa team / Experience of providing excellent customer service
Experience of working in customer service operations or environment (internal and/or external)
Experienceof retail sales andpromotion
Experienceofdealingwithretail and/or cashtransactions
Experienceofworking to commercial targets
Experience of improving processes in order to improve the customerexperience
KNOWLEDGEAND SKILLS
General awareness of health and safety and security issues
Goodnumeracy andwriting skills
Able to prioritizeownwork andmeetdeadlines
ITC skills for useof PC andother technologieson site / General knowledge of other local amenities andattractions
Appreciationand understanding of theimportance of the historic environment
RiskAssessment training
Awareness of child protection issues
First Aidcertificate 1
Awareness of Licensing Laws
INTERPERSONAL SKILLS
Able to sustain excellent face to facecommunication skills for building and maintaining good customer and staffrelations
Able andwilling to work witha diverserangeof visitors andcolleagues
A natural problem solver able to use initiative to overcome practical issues
Able to follow processes and procedures
Ability to demonstrate tenacity in overcoming obstacles/objections
Ability to work in a successful team
Neatand tidy personal appearance in line with uniform guidance
Reliable and punctual
Ability to work calmly under pressure
Flexibleand adaptable approachto range of duties andtasks
Keento develop new skills
Maintains and expects high standards of honesty and integrity
PARTICULARCIRCUMSTANCES TO CONSIDER
Ability/availability to work on a 5/7 day roster, which may include evenings, on-call duties and Bank Holidays.
Ability/flexibility for working at other sites within reasonable traveling distance.
To be prepared to be flexible in working hour patterns.
To keep and wear English Heritage brand uniform as provided to an immaculate standard.
PHYSICAL /HEALTHREQUIREMENTS (site specific)
Standing and/orworking outdoors for long periods as necessary.
Ability to access all public areas of relevant EH properties, which may include stairwells, confined spaces, heights orplaces with low lighting.
Work entails reasonable lifting of heavy/bulky objects within published health and safety guidelines on manual handling.

English Heritage is committed to providing equality of opportunity. If you have a disability, we would be happy to discuss reasonable adjustments to the job with you.

The English Heritage Trust is a charity registered in England, charity no. 1140351 and a company registered in England, Company no. 07447221