Visitor Experience Assistant (Summer Season)

We are seeking Visitor Experience Assistants to join our Visitor Experience team to support our Summer programme. This is a dynamic, front-facing role which involves being the first point of contact for visitors to Somerset House, providing a warm, friendly and inclusive welcome, giving general information and assisting with ticketing issues or other queries. The ideal candidate will have a commitment and passion for ensuring exceptional visitor experience to a diverse audience. With keen attention to detail, you’ll welcome the last visitor of the day with as much kindness and support as you did the first.

Contract Type: 08.07.26 - 06.09.26. Fixed Term Casual Worker, with the possibility of being extended indefinitely based on performance.

Working hours: Hours of work are variable to support the operational delivery of our Somerset House programme. Shifts will be rostered between the hours of 7:30-23:30. Interviews will be held on 1 July - you must be available for this day. Successful applicants must also attend compulsory training sessions on: 08.07.26 - 14:00-18:00, 14.07.26 - 14:00-18:00.

Key Responsibilities

• Welcome and knowledge: Be the first point of contact for all visitors at Somerset House; providing a warm and friendly welcome, giving directional information and assisting with any queries or ticketing issues.
• Selling tickets via our ticketing system (Tessitura), checking tickets on entry, managing guestlists and allocating wristbands/accreditation.
• Proactively seek out opportunities to talk to and engage with visitors, sharing your own sense of enthusiasm, passion, and fun for the events programmed with our visitors.
• Communicate with audiences with patience and generosity.
• Share your knowledge about other events, activities or exhibitions taking place at Somerset House and its history.
• Use these opportunities to upsell or provide personalised suggestions for how best the visitor might enjoy their visit.
• Problem solving both visitor and site issues that may hinder or damage a visitor’s experience, striving to resolve these issues quickly before they escape using a range of communication styles to suit our different visitors.
• Share knowledge with colleagues and teaching and supporting new members of the team on procedures, expectations, and best practice.
• Assisting visitors with access needs by supporting them with guidance around the venue/site and by having a good knowledge of our access programme and offer.
• Be confident and calm managing busy cloakrooms for events.
• Any other duties consistent with the role, as requested by the Visitor Experience Management team.

Safety and Security

• Work in conjunction with the Security Team to ensure the safety of all our visitors, including helping to maintain clear exit routes.
• Maintain an up to date and good knowledge of Somerset House’s fire, safety and evacuation procedures, facilitating evacuations in the event of an emergency.
• Give clear and confident direction to visitors in the event of an emergency.
• Assist security with the efficient management of confiscated items.
• Anticipate and resolve any safety issues before they arise or quickly escape to the Visitor Experience management team.
• Be present and alert during events to ensure the health and safety and comfort of visitors, reporting problems to the Visitor Experience management team immediately.
• Be vigilant around site, identifying potential safety and security issues and alerting the Visitor Experience management team as soon as possible.
• Be aware of visitor flow and comfortable operating queue management systems.
• Have a confident and calm approach to addressing queues and crowds as needed.

Presentation and Teamwork

• Ensure your areas of work are well maintained and well presented.
• Adhere to personal presentation guidelines as set out by the Visitor Experience management team.
• Actively participate in regular training and development.
• Respectfully and informatively communicate with colleagues.
• Share and receive constructive feedback with an open approach to change.
• Contribute to a culture of ongoing, continuous improvement.

Skills, Knowledge and Expertise

• Worked in a busy customer-facing role, with excellent customer service skills.
• Teamwork experience, having worked as part of a large team.
• Good communication skills which are utilised proactively to benefit the visitor experience.
• A commitment and passion for ensuring outstanding visitor experience to a diverse audience.
• Enthusiasm for Somerset House and our cultural programme.
• Proficiency in relevant technology – iPads, Scanners etc.
• A flexible approach to work and hours including events, weekends and bank holidays.

Benefits: Mental Health