Heritage Welcome Host – Visitor Experience & Engagement

The Church of England; Greater London; On-site; GBP 20,000 - 23,000; Full time

Job summary

Southwark Cathedral in London is seeking a Welcome Host to provide a warm, informative welcome and deliver an excellent visitor experience. You will engage with visitors, inform them about the cathedral’s history, events, services and donation points, and encourage donations and Gift Aid where eligible.

The role involves interacting with visitors and the congregation, guiding booked and un-booked tours, and signposting to the shop and café.

Qualifications

• Experience in a heritage, public engagement or visitor attraction setting.
• Proactively engaging with visitors to encourage retention and satisfaction.
• Handling customer feedback or complaints.

Responsibilities

• Provide a warm welcome to the Cathedral and inform visitors about its history, events, donation points, services and more.
• Proactively engage with visitors and congregation to encourage retention and satisfaction.
• Communicate with pre-booked and un-booked tour groups requiring access to the Cathedral.
• Refer visitors needing pastoral care to Day Chaplain or clergy.
• Encourage donations and promote Gift Aid where eligible; facilitate use of donation platforms.
• Direct visitors to the Cathedral Shop and Café to encourage secondary spend.
• Promote sale of information products such as the Visitor Map and Guidebook.
• Maintain Welcome Desk and public areas with supplies of maps, guides and leaflets.
• Compile a daily record of visitor numbers and totals.
• Attend staff meetings and complete trainings; comply with Health, Safety, Security and Safeguarding policies.

Skills

Heritage setting

Visitor engagement

Customer service

Job description

Southwark Cathedral in London is seeking a Welcome Host to provide a warm, informative welcome and deliver an excellent visitor experience. You will engage with visitors, inform them about the cathedral’s history, events, services and donation points, and encourage donations and Gift Aid where eligible.

The role involves interacting with visitors and the congregation, guiding booked and un-booked tours, and signposting to the shop and café.