t THE NATIONAL TRUST
Yorkshire & The North East Region
Nunnington Hall and Rievaulx Terrace & Temples
Job Title: Visitor Receptionist / Membership Recruiter
Responsible To: The Visitor Services Manager / House Steward
Main Relationships: The Visitor Services Manager / House Steward
Regional Member Promotions Manager
All other staff at Nunnington Hall and Rievaulx Terrace &
Function: To provide visitors to the Hall and Terrace with an
exceptional standard of welcome and care. To sell
admission tickets, guidebooks, retail merchandise and
other products, to answer visitor queries and to recruit
new members into the National Trust. As part of the
Reception / Recruitment team to meet and strive to
exceed all targets as given by the Visitor Services
KEY RESULTS AREAS
To provide exceptional standards of welcome and care so that the reputation of
the Hall and Terrace and the Trust is enhanced and maintained at all times
To maintain an attractive and tidy reception area at all times.
To sell tickets, guidebooks, family trails, shop goods and other relevant
materials to visitors, to check membership cards and to accurately record
visitor numbers for the end of day returns.
To meet individual sales targets for memberships, guidebooks and other
To keep property leaflet racks and display areas tidy and well stocked with
current and up to date literature and information. To undertake a daily check.
To photocopy and prepare materials as required.
To help ensure that any constraints on visitors, which are essential for the
safekeeping of the property, e.g. the non wearing stiletto heels on soft
wooden floors, be explained and applied in a sensitive and sympathetic
manner in order that the visitor understands the request and to minimise risk
To project a helpful and approachable image of the National Trust.
To remain informed so as to be able to provide an up to date and
comprehensive information service to all visitors.
To cover staff breaks a required for reception, the Shop and the Carlisle
To provide emergency cover in the Carlisle Collection Receptionist role if
To actively promote the benefits of National Trust membership to visitors and
promote the importance of membership support to the organisation and the property.
To recruit new members to the National Trust, promoting the benefits of Direct
Debit and Gift Aid.
To work as part of a team to achieve set team and individual targets for
recruitment reaching agreed benchmark targets for conversion rates, direct debits
and gift aid.
To work as part of a team to achieve set team and individual targets for gift aid on
admission, raffle sales, Mystery Visitor and Bournemouth survey scores and retail
including shop and guidebook sales reaching agreed benchmark targets.
To remain up to date with current membership issues and contribute to wider
team initiatives to both encourage membership and enhance any visitor’s
enjoyment of the site.
To help identify offsite recruitment opportunities for the property and, where
applicable, contribute to offsite recruitment initiatives.
Retail (at Rievaulx Terrace)
To assist with the retail operation at the property, selling merchandise, receiving
and checking in all goods received and keeping all necessary documentation as
To ensure that goods are displayed in a clean and tidy fashion in line with
National Trust standards as directed by the shop manager
To follow all property and retail guidelines for the service and management of the
To complete all necessary records and documentation correctly and despatch
promptly to appropriate locations.
Cash Handling and Security
Carry out sales to the public, check all transactions: cash, cheque and credit card
and follow cash handling, cashing up and reconciliation and audit procedures
To cash up and be accountable for all monies received and the correct balancing
of takings at the end of each working day including the completion of all
To ensure that all accounting procedures daily and weekly are handled in
accordance to the National Trust policy and that audit requirements are adhered
Seek to develop a wider knowledge of the property, the organisation, other
properties, and other regions so as to be able to deal confidently with visitors’
Attend all team and individual meetings as required.
To attend training courses, conferences/ meetings and workshops and
undertake one to one training as and when required.
To undertake an annual review and interim reviews with the Visitor Services
To keep up to date with all policy and property issues.
To set an excellent example to the rest of the staff and maintain excellent
external and internal relations.
To maintain the highest standards of personal presentation in line with
National Trust guidelines.
To keep all work areas, clean today and presentable at all items. To include
daily cleaning duties at the Rievaulx Visitor Centre both internal and external.
To provide support to the Rievaulx Guides team delivering batricar instruction
to the public if required and tour support as required.
Health and Safety
All staff are expected to observe all Health and Safety at Work Regulations as set
out by the Trust in accordance with its statutory obligations. To include
The reporting of all accidents.
The reporting of any unsafe practices or broken machinery/equipment to the
Manager or Supervisor, so that remedial action can be taken immediately.
The use of all equipment as trained observing all safe practices, so that accidents
To be familiar with all property fire and emergency procedures and undertake any
training which may be required in fire evacuation and the safe use of fire
Ensuring that all chemical use is safe, as prescribed under COSHH regulations
Take reasonable care for the health and safety of themselves and of others who
may be affected by their acts or omissions at work.
In addition, all employees are expected to work within the terms of their contract of
employment and adhere to Trust policies and the Required Ways of Working.
The postholder may be required to undertake other duties which may be
reasonably requested by the manager and which are compatible with the overall
scope of the role. This Role Description is a guide to the nature of the work
required by the Visitor Receptionist / Recruiter and is not wholly comprehensive.
The Trust’s Code of Practice - Common Rules and Responsibilities / Ways of
Working are also applicable to this post
Knowledge, Skills and Experience:
Good level of numeracy and literacy
An eye for detail, quality and presentation
Excellent communication and interpersonal skills
Compiled by: Simon Lee, reviewed by Sarah Taylor
Date compiled/last reviewed: Jan 08/ Jan 09/ Dec 11