Visitor Welcome Host

in London, Greater London

Royal Academy of Arts Visitor Experience Welcome Hosts are the first and last impression of the Royal Academy and as such are seen as the embodiment of Royal Academy of Arts values. The Front of House Teams provides assistance and information at each step of the Royal Academy of Arts Visitor's journey, anticipating their every need.

The Front of House teams are made up of two specialist branches: Retail Assistants and Welcome Hosts. Royal Academy of Arts teams works closely together with shared briefings and some shared training. Royal Academy of Arts teams prides themselves on being personable and presentable, taking ownership and initiative in the environment they work in.

You will be a dynamic, customer service focussed individual who believes in putting the needs of a varied audience at the heart of what you do. An art or curatorial background is not essential to this role.

You will have first-class customer-facing skills, and the ability to deal with a wide range of people. You will be adaptable, friendly, helpful and provide a warm welcome, proactive assistance and clear information to all those visiting or working at the Academy.

You should be able to demonstrate a genuine interest in people and be able to engage with a high volume of visitors. You may have an appreciation for the arts but more importantly, you will be passionate about contributing to the RA`s story.

To provide a warm and consistent welcome to all of the Royal Academy of Arts visitors. To work collaboratively with other Front of House teams and provide exceptional customer service to the visitors of the Royal Academy of Arts.  This includes a variety of duties including but not limited to meeting and greeting, the management of queues, wayfinding and as required in-gallery support.

MAIN DUTIES 

Visitor Welcome  

  • Provide a friendly, helpful and knowledgeable first point of contact responding to a wide variety of queries and requests
  • Actively make visitors aware of the full range of services, products and membership packages; maximizing important income for the Royal Academy and demonstrating confidence with upselling a product or experience
  • Deal proactively with any issues that may arise during the course of your duties and escalating where appropriate
  • Work closely with Managers and ‘Red Collar’ security officers and other team members to ensure the highest quality of service for the visitor.

Cloakroom 

Please Note: During COVID security Royal Academy of Arts Cloakroom has been closed to all visitors and replaced with self-serve lockers. Royal Academy of Arts main role in this period has been to direct visitors to the lockers as part of general orientation. When the cloakroom re-opens Royal Academy of Arts duties are as follows. 

  • Operate the cloakroom, storing and retrieving visitors’ belongings as required
  • Respond to visitor queries in a helpful, friendly manner
  • Invite feedback and respond to any recommendations for improvement
  • Encourage and promote donations

Visitor Engagement 

  • Ability to communicate enthusiastically with visitors about the Royal Academy, its products and services. Assisting with wayfinding
  • The Welcome team occasionally work in the galleries offering support with capacity management or with more sensitive works.
  • To be able to talk on an informal basis about art, artists, exhibitions and the history and purpose of the Royal Academy.
  • To be able to understand and articulate where necessary why the Royal Academy is an independently managed and financed organization

Entrance to Exhibitions 

  • Welcome visitors to the exhibition, providing information as necessary.
  • Manage and be visible support when queues form.
  • Checking and scanning tickets and membership cards.
  • Monitor visitor numbers.
  • Support corporate and learning access

General Duties 

  • To have an up-to-date knowledge of the Royal Academy and its activities, including current and future exhibitions, events and educational activities.
  • To have COVID secure safety awareness for visitors and other staff in accordance with Royal Academy of Arts Royal Academy policies and procedures.
  • Report/ensure the cleanliness of immediate working area to improve visitor experience and decrease health and safety risk.
  • Ensure that you have an excellent understanding of the Royal Academy’s emergency evacuation procedure and response plan and implement when required.
  • Encourage interest in joining the Friends’ membership program and assist with particular recruitment campaigns, events and Friends’ activities at busy periods.
  • Adopt a flexible attitude to undertaking any other duty that may reasonably be allocated by the Senior Floor Manager and Assistant Duty Manager.

PERSON SPECIFICATION 

  • Enthusiasm and understanding of working with the public and providing an excellent visitor experience in a busy customer-focused environment.
  • The ability to relate to a multitude of audiences and adapt communication style where necessary.
  • Excellent communication and interpersonal skills with visitors and staff alike
  • Friendly and welcoming, patient, tactful, a good listener and quick thinker
  • Presentable appearance and a professional outlook.
  • Ability and willingness to take a pro-active approach to frontline work – seeking out relevant information and providing feedback.
  • A good team player with strong interpersonal skills, and a willingness to undertake training
  • Confidence using a range of technologies and Royal Academy specific software

Other Details

  1. Salary £10 an hour
  2. Job Type Contractual
  3. Job Location Burlington House, London W1J 0BD
  4. Category Customer Service
  5. Closing Date 14 April, 2021
  6. Posted Posted 6 days ago
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