Job and Competency Profile
Job Title:
Department
Reporting :
Location:
Date:
HMS Victory Guide
Operations Directorate
Operations Manager
Historic Dockyard
January 2014
NMRN Vision, Goal and Mission
Vision: to become the world’s most respected Naval Museum, underpinned by a
spirit of enterprise and adventure.
Goal: to promote public understanding of the Royal Navy and its constituent
branches, past, present and future.
Mission: to be a beacon of excellence in enabling people to learn, enjoy and engage
with the story of the Royal Navy and understand its impact in shaping the modern
world.
Job Purpose
To act as a visitor tour guide onboard HMS Victory, ensuring the delivery appropriate levels of
customer service to visiting guests. To ensure visitors to the ship are welcomed, assisted,
engaged and inspired, to achieve high levels of customer satisfaction, as well as assisting with
ensuring the security of Ship and collections; whilst maintaining the safety of visitors.
Areas of Responsibility
• To act as the host of visitors to HMS Victory, delivering both guided tours and free flow
experiences
• To take an active role in being responsible for the safety and security of visitors to HMS
Victory.
• As directed, to ensure that the display areas and artefacts are correctly presented, with
interpretation displayed
• To carry out gangway host duties as required
• To participate in the delivery of Learning activities
• To assist with the retail operation of the ship, if required
• To deliver out of hours and VIP tours as required
• To provide cover within the Museum galleries if required
• To aid the Curator in the delivery of their duties as required
• To aid in ensuring that the HMS Victory conforms with its statutory H&S requirements
• To aid in the delivery of corporate/commercial events if required
• To carry out any other duties commensurate with the post
National Museum of the Royal Navy | Reg Charity No 1126283
Key Performance Indicators
 Targets for visitor compliments and complaints
 Targets for survey numbers
 Targets for customer satisfaction
Internal/External Relationships



All visitors to HMS Victory, including the general public, VIPs, suppliers and event
customers
All staff and management
Reports to Operations Manager
Authority
Job Related Qualifications
Subject
Mandatory
General
Education
Good general standard of education essential
Highly desirable
Job Related Knowledge (1 is beginner level, 5 is expert level)
Subject
Mandatory
Highly desirable
Knowledge Understanding and interest in place of RN in national
history and its relevance to the Public and Service
audiences (2)
Personal
skills
Relevant customer service experience preferred (4)
Strong communication skills (4)
Evident enthusiastic and inspiring manner (4)
Experience
Experience of working in a Museum or similar
environment (2)
Ability to work as a team (4)
Demonstrable understanding of both customer service
and customer care principles (4)
Experience of delivering an outstanding customer
experience (4)
National Museum of the Royal Navy | Reg Charity No 1126283
Experience in cash handling and operating EPOS systems
(1)
Job Related Behaviours – Mark 12 of the most important competencies with an X
Active Listening
Innovation
Assertiveness
Judgement
Building Relationships
X
Leadership
Coaching & Development
Managing Change
Communication
X
Negotiation
Creativity
X
Persuasiveness
Customer Focus and/or Care
X
Planning and Organising
Data Facility
Problem Solving
Decisiveness
Sensitivity
Detail Handling
X
Stress Tolerance
Driving for Quality
Team working
Influencing
X
Tenacity
Initiating Action
Time Management
I have read and fully understand the above Job Profile
Agreed by ……………………….…………………..
Date:…………………………….. (Employee)
Approved by:…………………………………………
Date:………………………………. (Line Manager)
National Museum of the Royal Navy | Reg Charity No 1126283
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