Part Time

Housekeeper Opportunity!

We currently have an opportunity for an experienced, hardworking and reliable individual to join the Glengoyne family in the role of Housekeeper. As part of our small team of Housekeepers, you will be responsible for ensuring Glengoyne is maintained to the highest standards, providing our visitors with an all-round world class experience!

So… if you are passionate about cleanliness, presentation and maintaining high standards then this could be the role for you! We’re looking for someone who is efficient, can use their own initiative, has a positive work attitude and displays strong attention to detail. In addition, a warm and friendly personality will fit in well amongst the team. The day to day activities will include full cleaning of the visitor centre and staff office areas which will ensure the Distillery is in perfect condition ready for the arrival of our visitors.

This role will be offered on an annualised hours basis. In practical terms it is anticipated the role will be based on an average of c.24 hours per week. Expected working hours would however need to cover between 6.00am to 12.00noon on a ‘c.5 from 7’ day rotational basis.

As working shifts will be dependent on the needs of the business, hours may fluctuate in line with consumer demand, so we are therefore looking for individuals who are flexible in their approach. Glengoyne is located North of Glasgow on the A81 at Dumgoyne, and as a result of the hours required and the flexibility needed, it is anticipated that applicants need to live within commuting distance to the Distillery and ideally with their own transport given the remote location and the hours to be worked. Candidates must also be able to demonstrate that they currently have the required documents to live and work in the UK. We are ideally looking for the successful applicant to join us in early April 2023.

Please note, this is an open application window therefore we may close the advert at any point depending on the candidate applications received, so our recommendation is that you apply early to ensure you do not miss out!

One role will be Full time (37 hours per week) April to September, and Part time (32 hours per week) from October to March.
One role will be 22.2 hours per week from April to September, and 17.2 hours from October to March.

The post holder(s) will be responsible for delivering the highest standards of visitor experience Lochleven Castle. They will work across all areas, including the shop, admissions, and outside (as they will operate the boats/transport visitors to and from the mainland and island).

JOB PURPOSE
To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions, Tours and Retail activities making the property the best possible place to visit and work.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the site and processing their admission/retail purchase in a friendly, efficient and knowledgeable manner;
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act;
• Welcoming International visitors and aiding with specific needs.
• Welcoming groups in an efficient and warm manner
• Answering visitors’ queries about the site and the local area;
• Providing information about the site, its history, contents, offers and merchandise;
• Promoting National Trust for Scotland brand to include our Membership scheme, events, upselling other properties and any promotional campaigns, being proactive in the selling of Membership and Gift Aid;.

To maintain excellent standards of site and personal presentation at all times
• The general ongoing operational cleaning of all areas as necessary, toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required;
• Ensuring site is ready to open and welcome visitors by the set opening time;
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all instances of damage and wear and tear issues promptly to your line manager;
• Working in harmony with other departments; gardening, grounds maintenance and site repair employees/contractors.

Financial Responsibilities (where applicable)
• To adhere to all financial procedures to include till operation and banking and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.

Retail/Cashier duties (where applicable)
• To ensure good housekeeping of the museum and back of house areas.
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/admissions/membership targets and KPI’s.
• To actively upsell products and services to facilitate the visitor’s enjoyment.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work flexibly across departments and sites as needed.
• To assist with the set-up and break-down of events in liaison with the Visitor Services Manager.
• To assist with Heritage Hospitality events. Staff may be asked to work through into the night hours.

Health and Safety
• To ensure site meets with Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
• To use personal protection equipment as provided and directed by your line manager

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
• No formal educational qualification required.

Skills, Experience & Knowledge
Essential
• Excellent cash handling skills.
• Excellent “front of house” persona – warm, welcoming, patient, understanding.
• Excellent selling skills – adaptable to customer type and product.
• Demonstrable excellent time management skills and the ability to prioritise.
• Flexible, helpful outlook to customers and colleagues.
• An understanding and commitment to the aims and objectives of the National Trust for Scotland.
• Living the values of the National Trust for Scotland and encourage colleagues to do the same
o The ability and willingness to understand others’ perspectives and to consider the impact of your actions on them and to adapt your actions as necessary.
o The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
o An open and honest way of communicating, ready to ask others for their ideas and to be open to hear and consider different points of view.
o A pro-active approach to taking initiative and to driving forward ideas and projects designed to improve daily operations and deliver an exceptional visitor experience.

Desirable
• Experience in storytelling and a passion for Scottish heritage and history
• Demonstrable experience in a customer-facing retail based role and or a catering based role, delivering impeccable customer care through excellent inter-personal skills.
• Demonstrable experience in sales or ticket/event/admissions – ideally in a heritage/tourism context – with experience and confidence undertaking till-work and cash handling/reconciliation.
• Experience in EPOS style till operation.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

Purpose of the role

The National Trust for Scotland opened stage one of a ten-year conservation program in summer 2019. The Hill House is now protected by a steel frame structure which incorporates walkways over the house and a new visitor center and café which delivers a unique heritage visitor experience.

We are looking for talented and customer focused individuals to join our team and to help us make The Hill House a 5* Visitor Attraction

We are looking for people who have experience or a keen interest in Catering.

KEY RESPONSIBILITIES

To provide a consistently high standard of visitor care when –

• Welcoming visitors to the café and working in an efficient and knowledgeable manner
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Equality Act.
• Answering visitors queries about the catering offer
• Promoting the National Trust for Scotland and the benefits of membership.

To maintain excellent standards of site and personal presentation –

• Ensuring the café is fully stocked and set up daily
• Wearing correct uniform, name badges, or PPE as required
• Working in harmony with other departments within the property

Financial responsibilities –

• To adhere to all financial procedures to include till operations and cash reconciliation duties
• Help achieve sales targets and membership recruitment targets
• Upsell products within the café
• Actively feedback visitor comments to line managers to improve offer, service and operation

Health and safety –

• To ensure the site meets with the Health and Safety legislation in liaison with your department manager
• To ensure that visitors vacate the site at close of business and site is secured at end of the day

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential –

• Ability to work within a team, with minimal supervision, to a high and safe standard
• Ability to be flexible and adapt to various working patterns
• Ability to adjust pace to match customer flow without compromising quality of service
• Excellent front of house persona – warm, welcoming, patient and understanding
• Excellent selling skills
• Genuine belief in the value of good customer service
• Ability to be proactive and to take the initiative
• Excellent personal presentation

Desirable –

• Demonstrable experience in sales, EPOS systems and cash handling/reconciliation
• Experience in a customer facing role
• Catering experience

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

JOB PURPOSE
To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions, Tours, Retail, Catering and Events activities making the property the best possible place to visit and work.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the site and processing their admission/retail or catering purchase in a friendly, efficient and knowledgeable manner;
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act;
• Welcoming International visitors and aiding with specific needs.
• Welcoming groups in an efficient and warm manner
• Answering visitors’ queries about the site and the local area;
• Providing information about the site, its history, contents, offers and merchandise;
• Promoting National Trust for Scotland brand to include our Membership scheme, events, upselling other properties and any promotional campaigns, being proactive in the selling of Membership and Gift Aid;.

To maintain excellent standards of site and personal presentation at all times
• The general ongoing operational cleaning of all areas as necessary, toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required;
• Ensuring site is ready to open and welcome visitors by the set opening time;
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all instances of damage and wear and tear issues promptly to your line manager;
• Working in harmony with other departments; gardening, grounds maintenance and site repair employees/contractors.

Financial Responsibilities (where applicable)
• To adhere to all financial procedures to include till operation and banking and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.

Retail/Cashier duties (where applicable)
• To ensure good housekeeping of the museum and back of house areas.
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/admissions/membership targets and KPI’s.
• To actively upsell products and services to facilitate the visitor’s enjoyment.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work flexibly across departments and sites as needed.
• To assist with the set-up and break-down of events in liaison with the Visitor Services Manager.
• To assist with Heritage Hospitality events. Staff may be asked to work through into the night hours.

Health and Safety
• To ensure site meets with Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
• To use personal protection equipment as provided and directed by your line manager

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
• No formal educational qualification required.

Skills, Experience & Knowledge
Essential
• Excellent cash handling skills.
• Excellent “front of house” persona – warm, welcoming, patient, understanding.
• Excellent selling skills – adaptable to customer type and product.
• Demonstrable excellent time management skills and the ability to prioritise.
• Flexible, helpful outlook to customers and colleagues.
• An understanding and commitment to the aims and objectives of the National Trust for Scotland.
• Living the values of the National Trust for Scotland and encourage colleagues to do the same
o The ability and willingness to understand others’ perspectives and to consider the impact of your actions on them and to adapt your actions as necessary.
o The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
o An open and honest way of communicating, ready to ask others for their ideas and to be open to hear and consider different points of view.
o A pro-active approach to taking initiative and to driving forward ideas and projects designed to improve daily operations and deliver an exceptional visitor experience.

Desirable
• Experience in storytelling and a passion for Scottish heritage and history
• Demonstrable experience in a customer-facing retail based role and or a catering based role, delivering impeccable customer care through excellent inter-personal skills.
• Demonstrable experience in sales or ticket/event/admissions – ideally in a heritage/tourism context – with experience and confidence undertaking till-work and cash handling/reconciliation.
• Experience in EPOS style till operation.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

JOB PURPOSE
Brodick Castle is an idyllic island destination and visitor attraction on the Isle of Arran. As one of the Visitor Services team within the castle, you’ll ensure that all visitors receive an excellent visitor experience and leave feeling inspired by this stunning property and its history. This will be achieved through being welcoming; engaging and knowledgeable; prepared to answer visitors’ questions about objects, stories of the castle and its family and the NTS. This person is frequently in contact with visitors and as such is an ambassador for the Trust, exhibiting consistently excellent customer services while actively promoting the Trust’s aims and services.
KEY RESPONSIBILITIES
The post holder will also assist the Visitor Services Manager and Visitor Services Supervisor with the busy retail operation inside the castle. This includes:
• Ensuring the highest level of customer care at all times.
• Actively seeking new opportunities for retail development to enhance both the visitor experience at the property and the contribution it makes to the property’s overall income stream.
• Actively participating in the operation of the retail area, including (but not limited to):
• Opening/closing procedures
• Maintenance of a pleasant and safe retail environment
• Stock ordering and control
• Merchandising
• Counter service
• Cash handling/reconciliation
• Reporting of income/statistics
• Administration and banking
• As required, maintain the cleanliness and tidiness of the retail area
• Ensure that the retail strategy and budget is managed and delivered
• Embracing all organisational training required to be taken as part of the role.
• Processing admissions and memberships for visitors as required.
• Sharing in the common responsibility of implementing the Trust’s “Health & Safety Policy”, being mindful at all times of the health and safety of self, staff, volunteers, and visitors.
• In accordance with the property’s procedures, sharing in the common responsibility for the safe evacuation or management of colleagues and visitors in the event of a fire or security alert or alarm.
• Be mindful of security needs of the property and its contents, minimising opportunities for theft or damage through diligent monitoring of visitors and the implementation of security measures (e.g. locking up procedures etc.)
• Share in the common responsibility of implementing the Trust’s Health & Safety policy, being mindful at all times of health & safety of self, staff, volunteers, and visitors
• Share in the common responsibility for the safe evacuation/management of colleagues and visitors in the event of a fire or security alert or alarm

Fulfilling any other reasonable duty where this relates to retail, admissions, membership and retail at the property.
SCOPE OF ROLE
Technical Knowledge
• Maintenance of administration processes, for which training will be given.

People Management
• Will need to communicate efficiently with both internal and external customers

Financial Management
• Will need to undertake end-of-day/end-of-week till procedures and cash reconciliation

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Essential
• Must have sound working experience dealing effectively with a wide range of people in a public situation
• Must have excellent customer-care skills
• Must be able to demonstrate commercial acumen
• Must be an effective team player
• Must be able to work effectively on own initiative
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland.
• Must have a personal commitment to excellence in customer care with the ability to enthuse and motivate others
• Must be willing to show commitment and flexibility in work practice

Desirable
• Previous experience working within a retail environment
• Comparable hands-on experience in historic properties/similar role
• Previous experience working with EPOS till system

JOB PURPOSE
To clean and maintain areas in Brodick Castle, the Woodland Café and the Red Squirrel Kiosk including the toilets at Brodick Castle, Woodland Café and the Countryside Centre and general cleaning to the staff areas with-in the Castle to include staff toilet, offices, and corridors. The VSA-Cleaner should provide an efficient and effective service through high standards of cleaning and maintenance based on the needs of the properties all year-round including events and functions.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
The VSA-Cleaner is responsible for a wide variety of duties in connection with the cleanliness and maintenance of the property. These duties involve keeping all visitor services areas as always outlined in the Key Purposes of the role clean and functional and following best practice. Cleaning and maintenance of the site is key to ensuring all visitors have a satisfactory visit.

Specific duties include:

• To ensure that a high level of cleanliness is maintained throughout all areas you are responsible for
• Each VSA will be responsible for an area and will be expected to clean to the frequency and standards set out.
• To use cleaning materials appropriately, as instructed and economically; to inform Line Manager when stocks are low.
• To ensure that tools and equipment are in good working order, reporting any faults to Line Manager.
• General cleaning of surfaces (e.g., windowsills, skirtings/facings, and doors) as well as the cleaning of all sanitaryware.
• Replenishing toilet rolls, hand towels, soap etc. daily to always ensure plentiful supply.
• All VSAs are also required to contribute to major deep cleaning tasks during certain periods of the years.
• Empty and clean bins and remove waste to designated area, including the separation of waste, i.e., recycling, and any other duties which are in line with the Castles Green Tourism Award standards
• Report to Line Manager any defects seen which are likely to affect public experience and security.
• The VSA is required to use only approved cleaning materials and in accordance with manufacturers printed instructions and COSHH regulations. Chemicals should never be mixed with other chemicals.
• Ensure Safe Systems of Work is implemented effectively within function and with external contractors.
The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.

SCOPE OF JOB

People Management
• Line managed and supported by Facilities Manager. Will also work closely with other property colleagues and will interact with other technical/specialist advisory colleagues based in other locations and departments.

Tools/equipment
• Will be a frequent user of cleaning materials and tools. The postholder is required to attend the Trust’s training programs to maintain and improve on their technical skills.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

The above outlines the key skills the post-holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required:

Essential
• Be available to work weekends.
• Must have full weekend availability,
• Be flexible to changing demands of the post
• Be responsible
• Be thorough and methodical
• Initiative and the ability to work without supervision, but also as part of a team
• Personal commitment to high standards of cleaning and maintaining a 5 Star Visit Scotland attraction.
• Attentive to detail with an eye for condition, presentation, and finish.
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland.
• This is a physical job, which will normally include use of ladders, stepladders, working at heights, lifting, fetching, and carrying objects.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

JOB PURPOSE

Brodick Castle is an idyllic island destination and visitor attraction on the Isle of Arran. As one of the Visitor Services team within the castle, you’ll ensure that all visitors receive an excellent visitor experience and leave feeling inspired by this stunning property and its history. This will be achieved through being welcoming; engaging and knowledgeable; prepared to answer visitors’ questions about objects, stories of the castle and its family and the NTS. This person is frequently in contact with visitors and as such is an ambassador for the Trust, exhibiting consistently excellent customer services while actively promoting the Trust’s aims and services.
The Trust has stated the importance that education plays at its properties. The provision of an interesting and educational day out has been a key feature at Brodick Castle and Country Park for many years. Castle guides may be asked to support the delivery of learning programs and events, at the property.

KEY RESPONSIBILITIES
ROOM GUIDES
In their role as a room guide, the post holder will assist with the delivery of historical and educational information to visitors and ensure their enjoyment and safety during their visit to the castle. They may also be asked to assist with the education programme at Brodick Castle, under the direction of the Head Education Guide.
Key responsibilities include:

• Always ensuring the highest level of customer care.
• Maximising the visitor’s enjoyment and understanding of the property by presenting to them the history of Brodick, it’s collection and the people who lived there
• Communicating with, and effectively engaging with a diverse selection of visitors
• Being mindful of security needs of the property and its contents, minimising opportunities for theft or damage through diligent monitoring of visitors and the implementation of security measures (e.g. locking up procedures etc.)
• Being aware of the conservation needs of the property and its contents and minimising the risk of accidental damage through engaging with visitors and the implementation of appropriate conservation measures
• Sharing in the common responsibility of implementing the Trust’s Health & Safety policy, being mindful at all times of health & safety of self, staff, volunteers, and visitors
• Sharing in the common responsibility for the safe evacuation/management of colleagues and visitors in the event of a fire or security alert or alarm
• Responsibility for daily guiding/educational operations within the castle.
• Ensuring all opening and closing procedures have been carried out and that all areas are properly supervised.
• Embracing all organisational training required to be taken as part of the role.

OTHER RESPONSIBILITIES
EDUCATION
• Delivery of a range of high-quality talks and tours about Brodick for the public and organised groups, including all ages and abilities
• Delivery of formal/informal educational activities and workshops to school

Fulfilling any other reasonable duty where this relates to education, admissions, membership and retail at the property.
SCOPE OF ROLE
Communication and Customer Care
• Will need to communicate willingly and effectively with all visitors.
• Will need to acquire relevant knowledge of what Brodick Castle and its environment can offer to visitors in order to provide the best customer care.

Technical Knowledge
• Will need a wide ranging and developing knowledge of Brodick Castle, its history and collections-this will be acquired through training, prepared, and explored resources.
• Will need knowledge of relevant health, safety and evacuation procedures in order to ensure the safety of self, visitors, volunteers and staff-this will be acquired through training.
• Will need a basic knowledge of preventative and best practice measures to help ensure the conservation of both the Castle and the collection-this will be acquired through training.

People Management
• Will need to communicate efficiently with both internal and external customers
• Will need to communicate, co-operate, and engage effectively with their team.

SKILLS, EXPERIENCE & KNOWLEDGE
The below outlines the key skills and behaviours the job holder will need to possess and exercise:
Essential
• Must be a very able and enthusiastic communicator, in particular, verbally.
• Must have enthusiasm for Scottish heritage and in particular family history and history of art/architecture
• Must have sound working experience dealing effectively with a wide range of people in a public situation
• Must have a personal commitment to excellence in customer care with the ability to enthuse others
• Must be an effective team player
• Must be able to work effectively on own initiative
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland.
• Must be willing to show commitment and flexibility in work practice

Desirable
• Experience in historic properties/similar role
• demonstrable experience of guiding and/ or education – ideally in the heritage/tourism environment

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

Job Purpose

Brodick Castle is an idyllic island destination and visitor attraction on the Isle of Arran. As one of the Visitor Services team, you’ll ensure that all visitors receive an excellent visitor experience and leave feeling inspired by this stunning property and its history. This person is frequently in contact with visitors and as such is an ambassador for the Trust, exhibiting consistently excellent customer services while actively promoting the Trust’s aims and services.
KEY RESPONSIBILITIES

To always provide a consistently high standard of visitor care when:
• Welcoming visitors to the site and processing their admission/retail or catering purchase in a friendly, efficient, and knowledgeable manner.
• welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Equality Act
• Welcoming International visitors and aiding with specific needs.
• Welcoming groups in an efficient and warm manner
• Answering visitors’ queries about the site, education facilities and the local area;
• Providing information about the site, its history, contents, offers and merchandise;
• Promoting National Trust for Scotland brand to include our Membership scheme, events, upselling other properties and any promotional campaigns, being proactive in the selling of Membership and Gift Aid.
• To always maintain excellent standards of site and personal presentation –
• The general ongoing operational cleaning of all areas as necessary.
• Ensuring site is ready to open and welcome visitors by the set opening time.
• Wearing correct uniform, name badges, or PPE as required.
• reporting all instances of damage and wear and tear issues promptly to your line manager.
• Working in harmony with other departments; housekeeping, Gardens team, Admissions, Retail, and site repair employees/contractors.

Catering /Retail/Events/Cashier duties

• To ensure good housekeeping of catering kitchens, serveries and back of house areas.
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site catering/ retail /events targets.
• To actively upsell products and services to facilitate the visitors enjoyment.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work flexibly across departments and sites as needed.
• To handle and prepare food for visitors, along with making and serving hot and cold beverages.

REQUIRED QUALIFICATION, SKILLS, EXPERIENCE & KNOWLEDGE
Essential

• Demonstrable experience in a catering based role, delivering impeccable customer care and food safety standards.
• Basic Food Hygiene Qualification (will be expected to undertake if not held)
• Demonstrable experience in sales or ticket/event/admissions – ideally in a heritage/tourism context – with experience and confidence undertaking till-work and cash handling/reconciliation.
• Excellent cash handling skills.
• Excellent “front of house” persona – warm, welcoming, patient, understanding.
• Excellent selling skills – adaptable to customer type and product.
• Flexible, helpful outlook to customers and colleagues.

Desirable

• Demonstrable experience in a customer-facing retail/catering based role, delivering impeccable customer care through excellent inter-personal skills.
• Recognised First Aid Qualification
• SCPLH Qualification Alcohol
• Knowledge of HACCP systems
• Access to own transport
• Experience in EPOS style till operation.

The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.

DIMENSIONS AND SCOPE OF JOB

Scale:
• Brodick Castle is a lively National Trust for Scotland property with a busy catering outlet.

People Management:
• Not a line manager but may interact with other NTS staff especially central support teams.
• Will have regular (daily) interaction with members of the public of all ages and abilities.

Financial Responsibilities:
• To adhere to all financial procedures to include till operation and banking and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.
• Not a Budget Holder

Health and Safety
• To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
• To use personal protection equipment as provided and directed by your line manager
• Will be a frequent user of catering equipment and cleaning chemicals.
• Expected to work within and ensure compliance with the property’s ‘safe systems of work’ (the system for managing health and safety and to ensure site meets with Health and Safety legislation in liaison with your department manager.

JOB PURPOSE
To maximise visitor enjoyment by providing an efficient and accurate service, and high standards in housekeeping based on the needs of the property.

FYVIE CASTLE
Fyvie Castle is a popular visitor attraction for tourists and locals alike.

KEY RESPONSIBILITIES & ACCOUNTABILITIES
The Housekeeper is responsible for a wide variety of housekeeping duties in connection with the well-being and care of the holiday accommodation and visitor facilities at Fyvie Castle (as per the Trust’s Housekeeping Procedures Manual), including the following:

• Maintain stock-levels of housekeeping consumables and janitorial supplies.
• Routinely clean and look after the holiday accommodation and will involve but is not limited to:
o vacuuming, sweeping, mopping, polishing of floors
o dusting/polishing of surfaces and fittings such as furniture, ornaments, panelling, stairs, and doors
o dusting/wiping of sills, skirtings, door, and window frames
o cleaning of windows
o cleaning of lavatories, sinks, etc
o changing of bed linen and towels, and making of beds
o cleaning of bathroom/toilet areas and fittings
o cleaning of kitchen areas and equipment
o checking functionality of lighting, heating, TV/radio etc
o replenishing of welcome/hospitality trays, and consumables
o cleaning and providing clean laundry for each occupancy
o disposal of general household waste

• Monitor the condition of furniture – reporting any loss or damage to the Visitor Services Manager
• Ensure COVID 19 Guidelines and Safe Systems of Work is implemented effectively within function and with external contractors.
• Deliver excellent customer.
• Share in the common responsibility of working in a manner mindful of the Trust’s obligations to minimise impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, and considered use of transport.
• In accordance with the property’s procedures, share in the common responsibility for the safe evacuation or management of colleagues and visitors in the event of a fire or security alert or alarm. This includes weekly fire alarm checks whilst cleaning and keeping a record of the checks.

The current duties of this job do not require a criminal record (Disclosure Scotland) check to be carried out.

Essential:
• Sound previous housekeeping experience including:
o cleaning and presentation of areas open to the public or let for (holiday-) rental
o stocking/ordering housekeeping/janitorial supplies
• Personal commitment to high standards of cleanliness
• Reliable with a flexible approach to working schedule, i.e. requirement to work weekends
• Personal commitment to excellence in customer care
• Attentive to detail with an eye for presentation and finish
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland
• This is a physical job, which will normally include use of vacuum cleaners and other cleaning tools and products as well as lifting and carrying objects.
• UK driving licence.

Desirable
• Knowledge of the geographical location.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities
Applications

JOB PURPOSE
To provide operational and administrative support to the Balmacara Estate team in relation to visitor services, community engagement, marketing and external communications, and day-to-day administration tasks to help deliver the business plan for the property’s portfolio.
Overall, this will be in pursuit of the following outcomes for, and with, the natural and cultural heritage cared for by National Trust for Scotland:

• Visitors Services: Enable more people to experience more heritage more often, get more out of it & put more back into it.
• Our Voice: Coordinate external communications to promote the purpose and work of the Trust at the Balmacara portfolio of properties.
• Communities: Work with communities living on or close to our land, or with an interest in our land, so that they collaborate with us to help achieve our natural and cultural heritage outcomes.
• Day-to-day Operations and Administration: Support other property staff in delivery of the annual work plan and safe, efficient administration of the estate.

SCOPE OF JOB
 Flexible working is welcomed although four hours per day (9am to 1pm) for five days per week would be preferred. Limited on-call point of contact cover on a flexible rota basis will be required.
 The post will provide support for the management of tenancies, contractors and visitor facilities and services, and may occasionally include supervision of volunteer individuals.
 The post-holder will have regular interaction with members of the public of all ages and abilities.
 The post-holder will have frequent interaction with suppliers, contractors, and tenants.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Combine responsibilities across the following areas of work with direct implementation yourself and by supporting on a daily basis, the work of others such as colleagues, volunteers and contractors:
• Visitor Services.
o Support for the day-to-day management of the Trust’s three holiday cottages (Craggan Cottage, Ferry Cottage & Beaton’s Croft House) and supporting the House-keeping staff in undertaking their duties.
o Support the management of the Steadings Gallery, including liaison with exhibitors, marketing, building business, etc.
o Support the management of the two unstaffed visitor centres (Balmacara Square and Plockton), checking leaflet stocks, keeping them clean and safe.
o Provision of information to visitors to encourage more visitors and help people get more out of their engagement with natural and cultural heritage and give more back to it, including “upselling” (e.g.: of membership) using face to face and by other means of interaction such as social media.
• External Communications & Marketing
o Coordination of day-to-day social media and external communications using the correct and appropriate branded materials/resources and following any Trust-specific Marketing and Communications related policies and guidance.
o Support property-based provision of visitor management/marketing material/activity, e.g. posters, flyers, signage, etc.
o Administration support for the delivery of a bespoke outdoor activities programme for the Trust across Wester Ross for introduction on a trial basis in 2023.
• Community engagement.
o Provide a first point of contact at the Balmacara Estate Office for local stakeholders, neighbouring landowners, local businesses, local / regional agencies and others to increase understanding of their and our aims and develop collaborative working to help deliver our priorities.
• Other responsibilities specific to the role.
o Provide day-to-day admin support for the property as required.
o Act as On-Call Point of Contact for the holiday cottages and the property generally on a Rota basis.
o Provide support for other property staff in relation to maintenance of the Safe System of Work and compliance records.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
 No specific qualifications required.
 A full, clean driving licence for driving in the UK is essential.
 Criminal records (Disclosure Scotland) checking and clearance essential for safeguarding of children/vulnerable adults – this will be arranged by the Trust following appointment.
Experience
Essential
 Experience of one, or more, of the following areas of work and the intellectual capacity to apply knowledge from others across them all: visitor services, marketing, digital communication, design, heritage or cultural studies, rural land management, nature conservation, environmental studies, rural community development.
 Excellent interpersonal skills, with an ability to build strong, professional relationships with a wide range of stakeholders.
 A pro-active approach to developing ideas and projects designed to improve daily operations or enhance visitor experience.
 Interaction with a wide range of staff, volunteers, visitors, educational groups, and other stakeholders.
 Working within a small team and lone working.
 Competent user of Microsoft Office.
 Proven track record in delivering exceptional administrative support and visitor experience.

Desirable
 A working knowledge of social media and digital design software.
 A genuine understanding of, and belief in, the work of the National Trust for Scotland, particularly regarding the management of its Highlands and Islands properties.
 A working knowledge of the crofting system.

DIMENSIONS AND SCOPE OF JOB

Scale

The Visitor Services Assistant role is positioned within the Highlands and Islands region and provides an ‘on the ground’ support function for Balmacara estate. The post is based at Balmacara but includes supporting the operation of three holiday cottages, the Steadings Gallery, two visitor information centres, Strome Castle and Beaton’s Croft House in north Skye.

People Management
Not a line management role

Finance Management
This role is not a budget-holder, but it may have delegated oversight of specific income and cost lines and will be required to support the property finance administration on a day-to-day basis.

Key Performance Indicators and Targets
• Coordination of marketing and promotion of the work of the Trust and its activities and services through printed and online media, aiming for at least one social media post per week and daily response to feedback.
• Efficient coordination and support of the holiday letting function at the property with response to issues within 24 hours.
• Administration and marketing of the Steadings Gallery Exhibition Programme aiming for over 220 exhibition/event days per annum.

Organisational Structure
 The post is part-time permanent, 20 hours per week.
 The post-holder will report into the Property Manager – Balmacara Estate position.
 The post-holder will work closely with other property colleagues across sites and will interact with other specialist advisory colleagues.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.