Part Time

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, Retail and Food & Beverage 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, 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 maintain excellent standards of site and personal presentation at all times
• 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, 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/Admissions/Food & Beverage duties (where applicable)
• To ensure good housekeeping of kitchens, serveries and back of house areas.
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/catering/events 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, stewarding and break-down of events in liaison with the events coordinator.

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:
• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Ability to be flexible, in particular to adapt working patterns and tasks to meet day-to-day property needs.
• 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.
• Excellent interpersonal and communication skills.
• Demonstrable time management skills and the ability to prioritise.
• Ability to be proactive and to take the initiative.

Desirable:
• Demonstrable experience in a customer-facing role, delivering impeccable customer care through excellent inter-personal skills.
• Demonstrable experience in sales or ticket/event/admissions with experience and confidence undertaking till-work and cash handling/reconciliation.
• Experience in EPOS style till operation.
• Excellent cash handling skills.
• Excellent selling skills – adaptable to customer type and product.

Purpose of the role

To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to gain income and ensuring that the site and its’ assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions, Retail, Visitor Centre, Catering and Events activities making the property the best possible place to visit and work.
We are looking for talented and customer focused individuals to join our team and to help us make Crarae Gardens a 5* Visitor Attraction.
We are looking for people who have experience or a keen interest in Visitor Experience and Scotland’s’ Heritage.

KEY RESPONSIBILITIES:

To provide a consistently high standard of visitor care at all times 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 large groups in an efficient and warm manner.
– answering visitors’ queries about the site, education facilities and the local area.
– housekeeping duties.
– Maintain high standards of hygiene in the catering facility and ensure HACCUP regulations are adhered to.
– To make and serve barista grade coffee and assist with catering
– assisting in the day to day running of a retail offer.
– 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 where 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 –

– 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.

– To actively upsell products, services and memberships to facilitate the visitors’ enjoyment.

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 protective equipment as provided and directed by your line manager.

Outreach Co-ordinator
Part Time (20 hours per week), Permanent
Salary £29,816 – £32,645 per annum pro rata (Band 5)
Hybrid

THE ROLE

The purpose of this role is to plan, develop and implement National Galleries of Scotland’s outreach programme with communities of people that do not already engage with NGS. The strategies developed will ensure this work uses the collection creatively, reflects the audience and is an integral part of the strategic direction of NGS.

The activity will be rooted in local areas across Scotland whilst connecting back into the NGS Collection and public programme to create a relevant programme of community driven projects. These projects will support NGS equalities, diversity, and inclusion commitments through the selection of groups and partners. They will also identify new opportunities to reach participants including through digital.

Reporting to the Community Engagement Manager you will work as part of a close-knit team in which mutual respect and excellent communication with all colleagues are essential and in particular with the other Outreach Co-ordinator.

Your duties will include but not be limited to:
• Devising, managing, and delivering a wide-ranging programme of outreach work which aligns with the strategic direction of NGS and its public programme.
• Fostering and developing innovative and collaborative partnerships with other community, arts, education, health, and related organisations across Scotland in order to co-develop work that supports the needs of audiences using NGS collections.
• Monitoring and evaluating programmes and projects and contributing to research opportunities.
• Developing and maintaining up-to-date knowledge of issues and policies relating to young people and communities, such as child protection, access and equalities, and health and safety.
• Being responsible for the development of appropriate budgets, monitoring expenditure and undertaking financial and statistical reporting as required.
• Contributing to NGS capital projects as required.

• Liaising with other departments regarding scheduling of projects within the wider plans of NGS, and to ensure that all projects are effectively resourced and supported.
• Representing NGS and outreach work externally.

KNOWLEDGE, SKILLS & EXPERIENCE

Essential
• Experience in developing and managing public engagement, community development and creative participation projects using arts or culture.
• Experience of co-producing projects with audiences.
• Ability to motivate and inspire people of all ages and from a diversity of backgrounds.
• Ability to manage relationships across projects.
• Experience of budget planning, managing, and reporting.
• Excellent communication skills (both oral and written).
• Excellent IT skills.
• Knowledge and awareness of reaching online and digital communities.
• Knowledge of current issues and practices in community work.
• Willingness to work flexible hours, including some evenings, weekends and holiday periods when required.
• An interest in and knowledge of a broad range of Western art.

Desirable
• Experience of learning programmes in a gallery or museum setting.
• Knowledge of Gaelic

SUMMARY TERMS AND CONDITIONS

Salary: £29,816 – £32,645 per annum pro rata (2021-22 pay structure)

Starting salaries will normally be at the minimum or at a rate that reflects qualifications and/or experience which are of special value for the post, and which are above minimum entry requirements.
Hours: 20 hours per week.

Annual Leave: 25 days per annum plus 11.5 public and privilege holidays per annum., pro-rata depending on hours

Pension: Civil Service pension provisions enables the National Galleries of Scotland to offer a choice of occupational and stakeholder pensions, giving you the flexibility to choose the pension that suits you best.

Please note the closing date for applications is Sunday, 28 August 2022

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.

Castle Fraser
Castle Fraser is situated in the foothills of the Grampian Mountains. Only 3 miles from the village of Kemnay the estate is set in the rolling farmland of Aberdeenshire with mixed forestry plantations nearby. The history of the Fraser family goes back to the 15th century with parts of the Castle itself date back to 1576.

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 Castle Fraser (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

• To be first point of contact in case of queries or questions from clients regarding the holiday property and to provide additional service or help when requested.
• Assist with the administration of any repair works.
• 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.
• Undertake any administration required in support of housekeeping, including (but not limited to): planning regimes for routine and in-depth cleaning; stock control and ordering of recommended cleaning consumables/janitorial supplies; recording work undertaken.
• Deliver excellent customer care to foster a friendly and inviting atmosphere for visitors.
• 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.

We currently have vacancy based at the National Museum of Scotland. Your role will be working front of house, meeting and greeting visitors and helping them to have a great visitor experience.

Previous experience of delivering high quality service to others is desirable, but more important to us is your confident, friendly and visitor focused disposition.

This role will be working on a part time basis of 17.5 hours per week. The post holder will work 5 days over 7 on a rotational basis. A sample rota can be found at the end of this document for your information.

Please clearly outlined in your supporting statement if you wish to be considered for a permanent, or fixed term position.

To ensure, through providing exceptional standards of visitor experience, that all visitors are welcomed warmly, encouraged to learn about and engage with the collections, and have a safe and enjoyable visit to the Museum.

Key responsibilities:

• To be proactive, approachable and visitor focused on being ready to offer support, directions and assistance to visitors.

• Be visible at all times, maintaining a consistent, engaging and professional manner in pursuit of the provision of a high quality customer service that is visitor experience-focused.

• To promote and support a broad range of public programs, exhibitions and events e.g. facilitating group visits and learning events for a wide range of visitors.

• To engage proactively with visitors responding to their needs as appropriate, including being able to answer a diverse range of questions and enquiries.

• To be security conscious and alert, ensuring in depth knowledge and implementation of all museum security procedures to safeguard the collections and visitors. This includes observation, daily gallery checks for assigned areas and providing first response to incidents.

• To develop and maintain an appropriate level of knowledge of the Museum’s collections, displays, objects and stories, and activities in order to assist visitors.

• To facilitate in the selling of tickets and guidebooks, and any other business initiatives, including proactively encouraging visitor donations through donation boxes and GiftAid.

• To deal with enquiries and provide information whether in person, by telephone or other means

• To ensure familiarity with organisational procedures and follow them as required.

• To ensure the public spaces within the museum are always maintained to the highest standards of presentation and taking action where necessary.

• To be committed to good health and safety and access practice and ensure familiarity with NMS Health and Safety policies, procedures and guidelines.

Site specific requirements:

• Work to a systematic rota including weekend working
• Operate museum security and fire alarm systems
• Assist with special events

KEY 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, 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 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 issues of damage and wear and tear, promptly to your Line Manager
• Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.
Financial Responsibilities

• To adhere to all financial procedures to include till operation and banking and safeguarding of monies

Retail/Catering/Events/Cashier duties

• To ensure good housekeeping of catering kitchens, serveries, back and front of house areas and including dishwashing
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/catering/events 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, stewarding and break-down of events in liaison with the functions and events manager.
• To assist with hospitality events. This includes evening events and 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

JOB PURPOSE

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at Leith Hall.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The post is responsible for providing a consistently high standard for a wide variety of housekeeping duties in connection with the well-being and care of the property

• The general ongoing operational cleaning of all areas as necessary, including but not limited to vacuum cleaning, sweeping and dusting etc.
• Actively support the Trust’s Conservation programme and undertake general housekeeping duties to the highest level of care.
• In line with current NTS best practice, clean and care for the collection of furniture, books, artworks, glass, china, silverware, other artifacts and delicate fabrics and curtains.
• Reporting losses/breakages, wear and tear and repairs required immediately.
• Deliver excellent customer care (internal and external) to foster a friendly and inviting atmosphere for visitors, staff and volunteers.
• Working in harmony with other departments; visitor services, events, gardening, maintenance and site repair employees/contractors.
• 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, considered use of transport.
• Follow Trust policy regarding Health and Safety, Environmental Sustainability, and Collections Care.
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all H&S hazards or fire risks immediately.

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

SCOPE OF JOB
People Management
• Potential for interaction with members of the public of all ages and abilities.

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

Essential:
• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Ability to be flexible, in particular to adapt working patterns and tasks to meet day-to-day property needs.
• Sound previous housekeeping experience.
• Personal commitment to high standards of cleanliness.
• Personal commitment to excellence in customer care.
• Attentive to detail with an eye for presentation and finish.
• This is a physical job, which will normally include use of vacuums, mop and bucket, lifting, fetching and carrying laundry and objects.
• Working flexibly in response to the needs to the business, including evening/weekend work and lone working.
• The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
• 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:
• Current UK Driving License