National Railway Museum

Principle of practice: Professional development

• ‘Where applicable and possible, that there are opportunities for enrichment to meet professional development and career aspirations, for example micro-shadowing or opportunities for development that go beyond ‘customer service’, capitalising on the interest areas of staff’

What was your issue?

Lack of professional development for front-of-house colleagues meant we weren’t fully embracing the diverse insight of skilled staff. So, I challenged myself to find ways in which we can support the professional development of our visitor-facing colleagues.

What did you put in place?

Since taking the lead in front-of-house recruitment at the National Railway Museum, I have ensured that each recruitment panel (typically three to four colleagues) in our group interviews also includes a member of the front-of-house team, where practicable.

How has it been received?

The difference in colleague engagement has been overwhelming. We now have a small pool of front-of-house colleagues who are skilled in supporting recruitment practice and excited to be included in the process. Some of these colleagues have gone on to meet career aspirations with the National Railway Museum.

What would you do differently?

This was initially a pilot to give a couple of staff members interviewing and recruitment experience at their request. Now, I’m developing a structured programme to ensure colleagues who would like this experience can be enrolled into a bite-sized learning and group interviews for future colleagues.

What would you tell someone else thinking of doing something similar or with the same issue?

I would certainly recommend including front-of-house colleagues in the visitor experience recruitment journey. Not only for diverse insights, but to open up more opportunities for professional development.

Additionally, this shows prospective candidates that there are additional opportunities to seek career development and skills growth within your organisation. It’s a win-win all around!

Any other comments regarding the treatment and support of front-of-house colleagues?

I’m wholly in support of the Charter for Change recognising that front-of-house work is a specialised skill and a career pathway in its own right. Visitor experience is the heart of any public attraction and colleagues in this area should have the opportunity to meet their career aspirations.