St Paul's Cathedral - Casual Visitor Experience Assistants
St Paul’s draws together a very diverse set of activities, projections and aspirations. It is the Cathedral of the Diocese of London and the seat of its Bishop, a national church and an international spiritual focus, a space for worship and holiness, a place of debate and challenge, an icon of resilience in the face of adversity, an architectural heritage centre, a partner in the City of London, and a commercial enterprise. In addition to holding four services every day (five on Sundays), St Paul’s is open for sight-seeing six days a week, and in 2018 welcomed over 850,000 paying visitors.
To ensure the delivery of the highest of standards of visitor experience by welcoming all visitors, providing appropriate access, information and assistance taking into account the individual visitor’s needs.
To ensure a seamless experience for the visitor by working across all areas of the Cathedral experience from initial welcoming at the Cathedral’s entrances to ticket selling and providing information and guidance throughout the visit.
The Canon Treasurer is the Chapter member with responsibility for this area of work.
- Delivers a confident, nuanced and informed welcome to all visitors at all times
- Provides invigilation for Cathedral floor, Galleries, exterior approaches and entrances and sells tickets and merchandise
- Operates ticket selling equipment and handles cash and vouchers in accordance with Cathedral procedures
- Supports the security screening and bag checking function as operationally necessary
- Provides interpretation incorporating varied aspects of the St. Paul’s Cathedral experience.
- Maintains awareness of surroundings with security in mind; communicating suspicious circumstances appropriately, responding to emergency situations and summoning help as required
- Assisting in the evacuation / invacuation of the Cathedral in accordance with procedures
- Escorting lost children in assisting them to be reunited with their groups/families in accordance with Cathedral procedures
- Proactively manages crowding visitors and queues ensuring at all times that visitors remain informed and receive clear information
- Delivers short tours & talks (bite-sized talks during briefings, potentially extended to a visitor offer)
- Collects feedback and survey results from visitors
- Opportunities to apply to train other team members, after appropriate training
Any other appropriate duties that the line manager, senior management or Chapter may request from time-to-time.
The Ideal Candidate
- Excellent welcome and customer service skills, ideally gained in a visitor-facing role in a busy environment open to the public
- A friendly, helpful disposition and the ability to deal appropriately with people in all walks of life
- Good communication skills in English, written and spoken
- Experience in cash handling and computerised till operations; able to demonstrate efficiency and accuracy
- Willingness to solve problems and in particular the ability to troubleshoot ticketing equipment issues
- A calm disposition, team working skills and the robustness to deal with sometimes challenging situations
- High standards of personal appearance and behaviour appropriate to a major place of worship
- Physically fit and capable of working on feet daily with the ability to climb steps and walk the distances involved, and work at heights in the cathedral’s indoor and outdoor galleries as part of the regular duties.
- Advanced skills in a language other than English that has significant representation among visitors to the Cathedral
St Paul’s Cathedral seeks to enable people in all their diversity to encounter the transforming presence of God in Jesus Christ.
- St Paul’s is seen primarily as a living Christian Church
- We will be a centre for welcome, worship and learning, and though our care and imagination, will inspire successive generations to engage with the richness of the Christian faith and its heritage.
- Working with the Bishop and Diocese of London and the wider Church, we will be a spiritual focus for people across London, the nation and a broader international audience.
- Our work will promote dignity and justice for everyone.
Welcome – we all offer a warm inclusive welcome to everyone: our colleagues, volunteers and each and every visitor
Responsible – we are all responsible for each other and for part of the whole of the Cathedral’s work, not the whole of a part
Effective – we are professional and do what we say we are going to do
Nourish – we have a learning culture, not a blame culture