Job Description

Overview

The Welcome Host covers a range of customer facing duties across the Castle visitor experience, supporting various operating functions, and delivering great service to our visitors. You will deliver outstanding customer service to a broad range of visitors and do everything possible to ensure they have a great day. There will be a variety of duties which may range from welcoming and admitting visitors, providing information and orientation, to presentation of public areas or serving customers in our retail and catering outlets.

What you will deliver

It's about ensuring our visitors have a great experience

- projecting a friendly, helpful, and approachable image of Newcastle Castle, you will have a flexible customer focused approach. Working in a variety of customer facing roles across the site, you will strive to deliver exceptional service to all of our visitors.

It's about great teamwork

- you will be an excellent team player, working flexibly across the site to support staff and volunteers to achieve our objective of providing the best possible visitor experience. Flexibility to support any aspect of the Castle operation as required.

It's about growing support

- you will help to promote events, offers, activities and the benefits of actively supporting the Castle in a way most appropriate to visitors' needs. Linking this to our focus on everyday excellence and striving to be efficient and ensure cost effectiveness at all times.

It's about working safely and securely

- you will comply with the Castle's processes and procedures in order to minimise risk to the public, staff, volunteers, and contractors. You will follow clearly established routines such as cash handling, till operation and rota requirements being in the right place at the right time with the right resources.

It's about standards of presentation

- you will help to keep visitor areas to agreed standards. You will undertake general cleaning duties, make sure displays are up to date and take great pride in ensuring the Castle is looking at its very best for everyone.

Scale and scope of the role

Reports to

- Visitor Experience Manager

Financial responsibility

- No budgetary responsibility held

Line management

- No line management responsibilities, may work alongside volunteers. Responsible for contributing towards effective team working with staff and volunteers within the Castle.

Area of impact

- Team member of the Welcome Team with day to day responsibility for delivering exceptional service to all visitors. Our visitors contribute significantly in terms of both Welcome Host - Role Description income and support for the Heart of the City Partnership, alongside public benefit delivered by the access to the Castle.

Nature of impact

- Direct impact on the quality and nature of the visitor experience for all visitors interacted with. Working closely, collaboratively and flexibly with volunteers and other operational teams across the Castle. Influences customer service performance and measures.

Internal/external relationships

- Interacts with staff, volunteers and line management based at the Castle. Key relationship with visitors.

Knowledge, skills and experience needed

Curious about other people - empathetic, understanding, and adaptable to different people's needs. Literate and numerate Excellent customer service standards Relevant experience working with the general public in face-to-face customer service situations Good team worker Flexible and adaptable Basic knowledge and application of health and safety compliance requirements as appropriate Able to learn till and stock control systems and procedures Interest in developing product knowledge Good people skills, enabling good working relations with those in your team and across the other Castle teams Ability to work alongside volunteers Ability to deliver high standards of customer care. Able to follow clear instructions competently. Able to follow guidelines, promote and present products to specified standards Good interpersonal and communication skills Well organised and attentive to details Good IT skills

Our values

Welcoming

- we view ourselves as ambassadors for our city and our local area

Inclusivity

- a safe inclusive space for all individuals

Community

- our central location is at the heart of our community

Discovery

- a place of discovery so that individuals can learn about our heritage

To apply to this post, please submit your CV and a cover letter no longer than one side of A4 to recruitment@newcastlecastle.co.uk

Job Types: Part-time, Fixed term contract
Contract length: 12 months

Pay: 12.26 per hour

Expected hours: 15 per week

Work Location: In person

Application deadline: 30/11/2025