The Purpose

The Visitor Experience Host is responsible for delivering an outstanding customer experience by welcoming visitors, providing product information, and assisting with purchases in a retail environment. They enhance the experience at Trentham by offering excellent service, maintaining store presentation, and ensuring smooth daily operations. The role also involves promoting brand values, driving sales, and supporting visitors in making informed purchasing decisions.

The Person

We are looking for an outdoor, indoor customer focused and service driven individual, someone who is passionate about building a rapport with customers. As a Visitor Experience Host, you’ll encourage return visits by creating positive and long-lasting impacts.

Required Experience

• Previous experience in a similar environment such as a visitor attraction.
• Have excellent customer service and communication skills.
• Target driven.

Skills

Customer Service & Communication

• Strong verbal communication skills to engage with visitors of all backgrounds.
• Ability to provide friendly, professional, and informative guest interactions.
• Active listening skills to understand visitor needs and respond effectively.

Operational & Organizational Skills

• Ability to handle ticketing, bookings, and retail transactions accurately.
• Strong multitasking skills to assist multiple visitors at once.
• Attention to detail to ensure exhibits, displays, or retail areas remain presentable.

Problem-Solving & Adaptability

• Ability to handle visitor complaints or concerns with professionalism.
• Quick-thinking and adaptable in fast-paced or high-footfall environments.

Teamwork & Collaboration

• Works well as part of a team and supports colleagues in daily operations.
• Ability to follow instructions from supervisors while taking initiative when needed.

Knowledge & Interest (Preferred but Trainable)

• Interest in the venue’s history, location and what Trentham stands for.
• Basic health & safety awareness and emergency response knowledge as well as having a First Aid.

Key Accountabilities

Guest Welcome & Orientation

• Greet all visitors warmly and provide an overview of the visitor centre’s offerings and layout.
• Ensure every guest feels valued and receives personalized attention

Information & Guidance

• Share detailed information about exhibits, events, and activities available.
• Answer questions and provide recommendations tailored to visitors’ interests.

Customer Service Excellence

• Handle guest inquiries and resolve issues promptly with professionalism and courtesy.
• Support accessibility needs and accommodate special requests to enhance guest experiences.

Operational Support

• Assist with ticketing, memberships, and merchandise sales as needed.
• Maintain cleanliness and organization of the visitor centre, including displays and signage.

Safety & Security

• Monitor visitor activity to ensure a safe and respectful environment for all.
• Follow and enforce safety protocols and emergency procedures as required.

Engagement & Experience Enhancement

• Facilitate interactive experiences, demonstrations, or tours when applicable.
• Gather guest feedback and contribute ideas for improving visitor experiences.

Fixed term contract until end of December, 16 hours plus, including weekends, holidays and some evenings on a rota basis.

To apply, please send your CV and cover letter to HR@trentham.co.uk