Volunteer Interpretive Guides needed
Post Title: Volunteer Interpretive Guides
Department: Visitor Operations
Hours: As required
Line Manager: Marketing Manager/ Curator
An opportunity to join the small, friendly team at the Museum of Army Flying and help to engage groups and individuals with our incredible collections.
We are looking for enthusiastic, outgoing individuals with an interest in museums/history to work as tour guides at the museum in a volunteer capacity.
Duties
Provide high quality customer service that is visitor focused
Deliver presentations of the collections through talks, tours and working exhibits to enhance the visitors’ experience by engaging with them proactively
Facilitate group visits for a wide range of visitors and user groups
Provide information to groups and individuals, comply with organisational procedures in accordance with the Museums’ guidelines
Inform visitors about the Museum’s programmes and upcoming events schedule
Commit to good health & safety and access practice and ensure familiarity with the Museum’s health & safety and access policies, procedures and guidelines
PERSON SPECIFICATION
Knowledge Desirable
An interest in museums, history, arts, culture and science and technology
A knowledge of the history of aviation and/or the British military
A knowledge of Health & Safety at Work
Experience Desirable
Experience of working in a customer focused/ visitor services role
Experience of delivering talks or tours to the general public
Experience in giving presentations to a wide range of ages and taking part in education programmes / events
Creating Great Visitor Experience
These are the Museum of Army Flying’s Customer Service Standards:
1. Greeting the Visitor
Ensure each and every visitor you come into contact receives a warm welcome – a genuine smile, appropriate eye contact and approachable body language, a ‘hello
Acknowledge all visitors and when visitors have to wait, let them know that you will be with them as soon as you can
Be pro-active – look for natural opportunities to greet visitors
2. Determining Visitor Needs
Ensure that you actively listen to your visitors
Repeat important requests to make sure you do know what they are looking for
Demonstrate patience and ask relevant questions to engage and determine their needs
3. Meetings Needs
Go out of your way to ensure that your visitors get at least what they expect from their visit
If the visitor is looking for something a little more complicated, demonstrate flexibility and explore solutions to assist If the visitor says something negative, listen and try and find a positive solution
Do things promptly and where possible attempt to under promise and over deliver
4. Making the Moment Memorable
For example, if you can, instead of just giving directions, walk them there or direct them to another colleague
Demonstrate knowledge and highlight relevant events, exhibits or even other attractions that they might enjoy in the vicinity
Actively seek opportunities to find ways to please your visitors
5. Checking Results
Ask as many visitors as you can what they thought about their visit
Ask them if they will come back again or if they would use the services again
Ask them for opinions on how you can improve service
6. Leaving the door open
Invite visitors to come back by offering them an events list or a relevant brochure
Explain forthcoming events or exhibitions which may interest them
