…. And so as a result of my Tweet, I have found myself invited to write a Guest Blog for Front of House in Museums.
There are many routes to Volunteering in the Heritage Sector, mine probably more unusual than most. Almost 12 years ago, I exited the World of Full Time Employment to become a Stay At Home Dad to our newly born Son.
Yes, if my surname sounds familiar, I am the Husband of Helen Bonser-Wilton, currently Chief Executive of The Mary Rose Trust in Portsmouth, UK.
Back in 2006, we were living in the small unspoilt West Devon town of Hatherleigh near Okehampton, whilst Helen was managing the Commercial Activities of the National Trust across Devon & Cornwall. In 2008, we had 3 weeks Notice to pack up our Home, and move as a family with an 18 month Child, for Helen to take up a Time critical appointment with the National Trust as Project Director for the restoration of and Development of Visitor Facilities for the Victorian Gothic Mansion of Tyntesfield near Bristol, just in case anyone reading this Blog is of the view that those at the Top of the Trees in the Heritage Sector had an easy climb!
2009 found us living in Frome, Somerset, and me going slowly crazy caring full time for our son, lovely but displaying all the traits of the ‘Terrible Twos’, and there are only so many Television episodes of the Teletubbies, Postman Pat, and Fireman Sam that the mind of an adult deprived of daytime grown up conversation can tolerate.
Initially to get some ‘Me Time’ away from the House, I approached the National Trust at Stourhead, for Volunteering opportunities, Stourhead being our geographically closest NT Property to Frome & of equal importance not within Helen’s Territory as an NT Operations Director by this time, the same philosophy which means that my Volunteering at The Mary Rose during Helen’s tenure as a Director would not be appropriate.
I began Volunteering on Saturdays at Stourhead, beginning the day with assisting the Conservation Team in Stourhead House to carry out the Daily preopening Conservation Cleaning Tasks, before moving on to a strategic position ‘Front of Lake’ to sell National Trust Raffle Tickets to Visitors to the stunning Landscape Garden at Stourhead.
I found myself really enjoying chatting with many Visitors in a positive frame of mind after their walk around the beautiful Lake at Stourhead.
My Volunteering at Stourhead progressed to providing Lunchtime Cover for Employed Staff at the Two Entrances to the Garden, and Meeting & Greeting Visitors to the very busy Visitor Centre.
My work Front of House in the Visitor Centre at Stourhead was varied & very busy, from meeting & greeting Visitors, checking Membership Cards, speaking to potential new National Trust Members, providing Visitors with appropriate Literature & Maps to enable them to get the most from their Visit, acting as a Tourist Guide for Visitors in respect of the onward plans of Holidaymakers for after their departure from Stourhead, assisting visitors with special Needs, advising on the current Dogs in the Garden policy at Stourhead depending on Visitor Numbers, for which Stourhead peaks around October time for the Autumn Colours for which the garden is famous. Volunteers were also encouraged to use the Estate Radio network as necessary, after appropriate Training.
There was indeed never a dull moment volunteering Front of House at Stourhead, with helping out with Car Parking on very busy occasions, Driving the Estate Visitor Minibus & Lakeside Vistor Buggy after appropriate Training & Meeting & Greeting Visitors at large scale Events on the Stourhead Estate.
My experience of Volunteering Front of House is that many visitors are in possession of the well trodden Historical facts about the Heritage Location that they are visiting, and that a simple but effective way of adding meaning to their Visitor Experience is to share with them a lesser known fact, for example – Did you know that Stourhead House was the Model for Creighton Ward Manor, the home of Lady Penelope in the Children’s Television Puppet phenomenon that was ‘Thunderbirds’?
In October 2016 we relocated as a family from Frome, Somerset to the South Coast following Helen’s appointment as Chief Executive of The Mary Rose Trust. Our son is now growing up fast & my Caring responsibilities at Home have changed. I now work part time from Home in a field outside the Heritage Sector, but continue my connection with Stourhead, through researching and answering on line Historical Research enquiries of Visitors to Stourhead, Students, Other Researchers & enquiries received from Family History Researchers researching their ancestors who had been former servants on the Stourhead Estate, prior to its ownership by the National Trust.
I do however still enjoy a weekly opportunity to Volunteer Front of House, at the all new –‘The D Day Story’ on Southsea seafront, formerly known as the ‘D Day Museum’ which reopened at Easter this year after a complete redesign and refurbishment, in time for 06th June 2019 which will mark the 75th Anniversary of the Allied D Day Landings on the beaches of Normandy, France to begin the Liberation of Europe from Nazi Tyranny in World War Two.
To bring this Blog to a close, if any one asked me – ‘What is the most valuable asset that a Volunteer can bring to a Front of House role in the Heritage & Museums Sector?’ – I would say that the answer is Life Experience. On countless occasions I have engaged in meaningful conversations with Visitors in respect of their Visit after first identifying an affinity with them, through an unrelated opening conversation, for instance a friendly enquiry to a Visitor as to where they are visiting from?, can open up a fruitful conversation which will turn in time to the Visit to be enjoyed.
Volunteers, like myself, have often come from Customer focused Employment backgrounds, where a culture of exceeding the Customer’s expectation, is a given, and which can only bode well when applied to the Front of House and indeed to all Departments of Museums and other Heritage Sector Businesses.
Finally, as in any public facing role, good manners, a smart appearance, a warm smile, and an appropriate sense of humour are essential to a role Volunteering Front of House in the Heritage & Museums Sector
Front of House in Museums 