hps stonehenge 2014

8/10/2019 Hps Stonehenge 2014

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HistoricPropertyStewardJDFINALdocStonehengeSMCTcomments

National Collections Group

Job Description

National Collections Group is responsible for all aspects of the stewardship, management andpublic understanding and enjoyment of the national collections of historic properties, artefactsand archives in EH's care.

At the end of 2013 the Stonehenge property operation was radically transformed, with theopening of a new visitor centre at Airmans Corner, containing museum-quality displays, a

temporary exhibitions gallery, education space, ticketing and membership points, and an in-house operated caf and shop.

The significant changes brought about by the project, will have a dramatic impact on the sizeof the operation in business terms. Visitor numbers are expected to rise from 1.1m to 1.25mby 2016/17, and income from a budget of 8.67m in 2012/13 to 16.4m over the same period.Similarly, expenditure is expected to rise from 2.64m to 5.3m by 2016/17. In support ofthis, staffing levels will also rise significantly, from 44 FTE to almost 80 FTE, in addition to alarge team of volunteers working on site.

Job Title: Historic Property Steward

Grade: HPS

Reports to: Operations Supervisor

Location: Stonehenge

Responsible for: Delivering a world class visitor experience ensuring exemplary levelsof customer service and site presentation and delivering all relevantKPIs.

Main Purpose of Job

Exemplary customer service and quality standards.

A clear focus on increasing the financial contribution of the site.

To help deliver the operational plan at Stonehenge and ensure excellent visitormanagement by creating a unique visitor experience.

Supporting the Operations Management team in all aspects of the delivery,presentation and performance of a world class visitor experience.

To ensure the site and itsassets are safe and secure.

Main responsibilities


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1. To assist the managers and supervisors to achieve all commercial budgets and KPIs, toinclude membership strike rate; guidebook strike rate; gift aid income; retail and

catering Income budgets whilst increasing spend per head.2. To ensure that the visitor experience meets expectations by consistently delivering

exceptional levels of customer service at all times

3. To welcome visitors and offer an effective and efficient service during the admissionsprocess without compromising customer service.

4. Provide a high standard of visitor information and interpretation of the site , its historyand the collections.

5. Provide information about the education facilities and booking process, stone circleaccess and the local area.

6. To work alongside Volunteers collaboratively to ensure that operational objectives are

met.

7. To maintain excellent standards of the site and personal presentation at all times asdefined in the Visitor Operations Manual including;

a. The general cleaning of all areas, toilet cleaning, emptying waste bins and asappropriate sweeping, dusting, polishing, vacuum cleaning and mopping.

b. Regular checks for litter around site and the prompt emptying of litter binsand overseeing waste disposal from the site.

c. Inspecting the site in accordance with Health and Safety Policy guidelines.

d. Reporting all maintenance issues immediately following the appropriate

procedures..

e. Working in harmony with all contractors on site

8. To assist in minimizing stock loss through correct stock procedures and excellentcustomer service.

9. To adhere to all financial procedures to include till operation and cash handling andsafeguarding of monies: to implement amendments to standard procedure asinstructions may dictate.

10. Welcoming visitors with special needs and providing a high level of service inaccordance with the Equality Act.

11. To demonstrate enthusiasm to improve own role and develop relevant skills andexperience through the PDR process

12. To assist with familiarization training of employees new to the site.

13. To be flexible as part of a team and to assist at other sites within reasonable travellingdistance.

14. To be prepared to attend training courses and conferences that are considerednecessary and developmental.

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15. To assist management in liaison with local groups, educational use of the site,monitoring marketing campaigns and local newspapers and magazines and generallypromoting the site.

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To assist with the development of events and with set up, stewarding and take down ofevents.

17. To assist with Heritage Hospitality events. Staff may be asked to work through into thenight hours.

18. To ensure all health and safety policies and procedures are adhered to. Ensure the sitemeets Health and Safety legislation in liaison with the management team.

19. Ensure that the Stonehenge Regulations 1997 Act are adhered to at all times and thatany breaches are dealt with effectively.

20. To use personal protection equipment as provided and directed within English HeritageHealth and Safety Guidelines.

21. To undertake any other duties as required


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PERSON SPECIFICATION

ESSENTIAL EXPERIENCE DESIRABLE

Experience of customer service in the heritage sector orthe high street

Able to demonstrate ability to successfully work as part ofa cross functional team

Proven track record of delivering commercial targets

Proven track record of delivering KPIs through activeselling

Experience of dealing with cash transactions

Able to demonstrate the ability to communicateeffectively and persuasively

Experience and success of delivering performance to ahigh standard

Able to successfully demonstrate achieving consistentlyhigh levels of customer service

Able to successfully deliver high standards of presentationthrough personal presentation and site presentation

Experience of trading at large scaleevents

Experience of a manual orderingsystem

Experience of retail sales andpromotions

ESSENTIAL SKILLS/KNOWLEDGE DESIRABLE

Demonstrable understanding of the principles of excellentcustomer care and visitor service

Understanding of merchandising principles to deliverconsistently high standards of product display

General awareness of health and safety and security issues

Excellent numeracy and writing skills

Able to prioritise own work and meet deadlines

ITC skills for use of PC and other technologies on site

UK driving licence

Previous experience of carrying outrisk assessments

First Aid certificate 1

General knowledge of other local

amenities and attractions

Appreciation and understanding ofthe importance of the historicenvironment

Awareness of Licensing Laws

Competence in use of power point,excel and word


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hps stonehenge 2014

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