Role Purpose

At Petersham Nurseries, the guest experience begins long before a customer enters our restaurant, shop or gardens. Our Car Park & Guest Experience Coordinators are often the first and last members of the team our guests encounter, making them ambassadors for the Petersham Nurseries brand and custodians of our renowned hospitality.

This role combines the practical responsibilities of traffic management and vehicle parking with a guest-facing hospitality function. Successful candidates will be personable, professional and engaging, ensuring every guest receives a warm welcome, clear guidance and exceptional service from arrival to departure.

The role plays a vital part in creating a seamless guest journey, acting as an information champion who supports visitors, answers queries and works collaboratively with teams across the business to deliver an outstanding customer experience.

Key Responsibilities

Guest Experience & Brand Representation

• Deliver a warm, welcoming and professional first impression to all guests arriving at Petersham Nurseries.
• Embody the values, culture and ethos of the Petersham Nurseries brand through every interaction.
• Engage confidently and positively with guests, offering assistance and guidance where required.
• Provide accurate information regarding site facilities, events, dining reservations, retail areas, opening times and directions.
• Support guests with accessibility requirements and ensure all visitors feel welcomed and valued.
• Act as a knowledgeable point of contact, proactively assisting guests and resolving minor queries wherever possible.

Traffic & Parking Management

• Direct vehicles safely and efficiently within designated parking areas.
• Manage traffic flow in and out of Church Lane and site access points to minimise congestion and maintain safety.
• Maximise parking capacity whilst ensuring compliance with health and safety requirements.
• Monitor pedestrian and vehicle movements, maintaining a safe environment for guests, employees and suppliers.
• Escalate incidents, hazards or traffic concerns promptly to the relevant manager.
• Assist with traffic management plans during peak trading periods, events and seasonal activities.

Communication & Collaboration

• Maintain close communication with Reservations, Retail, Events, Restaurant and Management teams to ensure a coordinated guest experience.
• Support operational teams by communicating guest arrivals, access requirements or site-related issues.
• Share relevant guest feedback and observations with management to support continuous improvement.
• Always represent the business professionally, maintaining positive relationships with guests, colleagues and external stakeholders.

Site Standards

• Ensure all parking and arrival areas are clean, tidy and presented to the high standards expected of Petersham Nurseries.
• Report maintenance, safety or presentation concerns promptly.
• Maintain a smart, professional appearance and always uphold brand standards.

Essential

• Excellent communication and interpersonal skills.
• Friendly, approachable and confident manner.
• Strong customer service and hospitality mindset.
• Ability to remain calm and professional during busy periods.
• Strong awareness of health and safety principles.
• Reliable, punctual and able to work outdoors in varying weather conditions.
• Team player with a proactive and positive attitude.

Desirable

• Previous experience in hospitality, customer service, events or guest relations.
• Experience managing vehicle movements, traffic flow or parking operations.
• Knowledge of Petersham Nurseries and its values.

Success in the Role

Success will be measured by the ability to:

• Create consistently positive first and last impressions for every guest.
• Deliver exceptional customer service that reflects the Petersham Nurseries brand.
• Maintain safe and efficient traffic movement across the site.
• Demonstrate strong product and site knowledge when assisting guests.
• Work collaboratively with colleagues to ensure a seamless and memorable visitor experience.

Role Purpose

At Petersham Nurseries, the guest experience begins long before a customer enters our restaurant, shop or gardens. Our Car Park & Guest Experience Coordinators are often the first and last members of the team our guests encounter, making them ambassadors for the Petersham Nurseries brand and custodians of our renowned hospitality.

This role combines the practical responsibilities of traffic management and vehicle parking with a guest-facing hospitality function. Successful candidates will be personable, professional and engaging, ensuring every guest receives a warm welcome, clear guidance and exceptional service from arrival to departure.

The role plays a vital part in creating a seamless guest journey, acting as an information champion who supports visitors, answers queries and works collaboratively with teams across the business to deliver an outstanding customer experience.

Key Responsibilities

Guest Experience & Brand Representation

• Deliver a warm, welcoming and professional first impression to all guests arriving at Petersham Nurseries.
• Embody the values, culture and ethos of the Petersham Nurseries brand through every interaction.
• Engage confidently and positively with guests, offering assistance and guidance where required.
• Provide accurate information regarding site facilities, events, dining reservations, retail areas, opening times and directions.
• Support guests with accessibility requirements and ensure all visitors feel welcomed and valued.
• Act as a knowledgeable point of contact, proactively assisting guests and resolving minor queries wherever possible.

Traffic & Parking Management

• Direct vehicles safely and efficiently within designated parking areas.
• Manage traffic flow in and out of Church Lane and site access points to minimise congestion and maintain safety.
• Maximise parking capacity whilst ensuring compliance with health and safety requirements.
• Monitor pedestrian and vehicle movements, maintaining a safe environment for guests, employees and suppliers.
• Escalate incidents, hazards or traffic concerns promptly to the relevant manager.
• Assist with traffic management plans during peak trading periods, events and seasonal activities.

Communication & Collaboration

• Maintain close communication with Reservations, Retail, Events, Restaurant and Management teams to ensure a coordinated guest experience.
• Support operational teams by communicating guest arrivals, access requirements or site-related issues.
• Share relevant guest feedback and observations with management to support continuous improvement.
• Always represent the business professionally, maintaining positive relationships with guests, colleagues and external stakeholders.

Site Standards

• Ensure all parking and arrival areas are clean, tidy and presented to the high standards expected of Petersham Nurseries.
• Report maintenance, safety or presentation concerns promptly.
• Maintain a smart, professional appearance and always uphold brand standards.

Essential

• Excellent communication and interpersonal skills.
• Friendly, approachable and confident manner.
• Strong customer service and hospitality mindset.
• Ability to remain calm and professional during busy periods.
• Strong awareness of health and safety principles.
• Reliable, punctual and able to work outdoors in varying weather conditions.
• Team player with a proactive and positive attitude.

Desirable

• Previous experience in hospitality, customer service, events or guest relations.
• Experience managing vehicle movements, traffic flow or parking operations.
• Knowledge of Petersham Nurseries and its values.

Success in the Role

Success will be measured by the ability to:

• Create consistently positive first and last impressions for every guest.
• Deliver exceptional customer service that reflects the Petersham Nurseries brand.
• Maintain safe and efficient traffic movement across the site.
• Demonstrate strong product and site knowledge when assisting guests.
• Work collaboratively with colleagues to ensure a seamless and memorable visitor experience.