Visitor Services

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 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/Catering/Events/Cashier duties (where applicable)
• To ensure good housekeeping of catering kitchens, serveries and back of house areas.
• 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

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Visitor experience
• Manage the day-to-day operation of the property and environs to ensure an excellent customer/visitor experience
• Develop and promote new products and offers to enhance member and visitor enjoyment, tell the property’s stories and drive visitor numbers.
• Create a culture of ‘exceptional service, every time’, leading by example with the warm welcome you give
• Act as one of the property group’s duty manager team, responsible for ensuring a safe and smooth visitor operation, addressing issues, and opening/closing up the buildings.
• Help achieve targets for the completion of visitor surveys to understand more about our visitors.
• Supervising our Collection Care Assistant and Housekeeping to ensure property standards are maintained.

Retail & Admissions
• Work with the team to ensure sales targets are met.
• Work with the team to ensure Membership sales on target
• Supporting the team with merchandising and stock management.
• Support a health & safety culture, ensuring compliance with all mandatory requirements.
• Accountable for cost-effective stock management, ordering, storage and wastage control.
• Understand and adhere to the sale of alcohol legislation.

Property Management
• Working closely with the Visitor Services Manager to ensure Health & Safety procedures, emergency procedures, and environmental procedures are adhered to.
• Oversight/maintenance of the buildings with the support of the regional surveyor.
• Responsible for day to day financial administration at the property, including cash/till reconciliation, day-end and week-end reports and reconciliation, completion of the banking processes, and reporting of working hours for payroll.
• Work within the budget constraints set for the Property.
• Support the Visitor Services Manager& National Estates team with the management of our rental properties.

Finance performance
• Work closely with the Visitor Services Manager to support with achieving our annual budgets and cost control.
• Supervise safe and secure till operations, perform end-of-day income reconciliation as a duty manager and conduct end of month and year financial procedures.
• Ensure the longevity of the Trust’s buildings and fittings is maximised through appropriate maintenance and/or replacement regimes

Provan Hall is an A listed medieval building located in Auchinlea Park, which sits at the heart of Easterhouse. The building has recently reopened after a £2m restoration, offering a new hub for heritage learning and engagement, and as a visitor gateway to the Seven Lochs Wetland Park.

This is a 6 month part time 17.5 hours per week role, due to begin in June 2024 and funded by the National Lottery Heritage Fund. We welcome applications from people not currently in paid employment from ages 18+. We will work with you to design a work plan complete with training and guidance to reach your personal and professional development goals. No formal qualifications are essential but please read the person specification for each role carefully. A hybrid of working from home and onsite at Provan Hall is available but the frequency will depend on the role, tasks and projects assigned and we will plan a schedule with you to suit the role and your goals.

This role will explore a range of areas in the sector including education, visitor studies, exhibition design and community engagement for the trainee to develop well rounded knowledge on how to create effective and successful heritage interpretation in historic buildings. After initial induction to these areas with various tasks, the trainee can focus on a specific area of their choice.

Tasks will include:
Conducting visitor surveys, feedback sessions and behavioural mapping
Assisting in running school workshops and/or tours for general public
Assisting in the design of interpretation panels for exhibitions
Installing exhibitions and assisting on the design of the exhibitions, focussing on heritage interpretation
Running outreach workshops at different venues, schools and community festivals

Person Specification:
Confident in communicating in spoken and written English
Have an eye for detail
Enjoy working with people of all ages and abilities
Interest in working in visitor attractions
Interest in learning more about the history of Provan Hall and medieval Glasgow
Happy to be flexible working independently and as part of a team
Good time management and can work to deadlines
Hands on, happy to get involved in manual handling and supervising others while handling museum objects (training will be given).

This role is suitable for someone who is interested in working in customer services, visitor attractions, museums, tourism or education in schools or community settings. This will require an acceptable membership of Disclosure Scotland PVG.

Full details and application packs can be found: https://www.provanhall.org/opportunities-and-volunteering

Application forms to be sent to info@provanhall.org by 24th April

Join our team at the medieval Provan Hall as youth programme coordinator, engaging young people at one of Glasgow’s oldest houses.

Provan Hall is an A listed medieval building, dating back to 1470s, located in Auchinlea Park, which sits at the heart of Easterhouse. The building has undergone a £2m restoration by Glasgow City Council that will safeguard this important heritage asset as a new hub for heritage, arts and creative learning and engagement, and a visitor gateway to the Seven Lochs Wetland Park.

Following its restoration, Provan Hall is managed and operated by the Provan Hall Community Management Trust. The aim of the Trust is to engage and inspire local people to value and take part in caring for their local heritage. We aim to provide cultural, heritage and creative opportunities that connect local people and visitors to Provan Hall through inclusive means of heritage interpretation and activities.

Provan Hall Community Management Trust were awarded a grant by the National Lottery Community Awards for All fund to initiate a youth programme at Provan Hall. Following on from the success of this project, we have been awarded a grant by The Graham Trust and The Robertson Trust. These grant enables us to focus a programme of arts, heritage and cultural engagement with young people aged 5 – 24 across Easterhouse, Glasgow.

The postholder will coordinate a programme of activities for young people to inspire enthusiasm and develop participation in our organisation. The post holder will further develop our current connections with local youth groups and initiate new ones across the wider area, furthering young people’s involvement in Provan Hall and our organisation. The role will include coordinating with our project partners, delivering and/or coordinating arts, heritage and cultural workshops, developing youth forums, liaising with freelance professionals, staff and supervising volunteers.

This is a maternity leave post initially covering 9 months of maternity leave but may extend to 12 months.

The work pattern is 14 hours per week (flexible and dependent on project activities/schedules).
The salary is £25,500.00 pro rata.

For full details and application form, please visit our website: https://www.provanhall.org/opportunities-and-volunteering

Applications deadline is Sunday 5th May at midnight. Applications to be sent to info@provanhall.org

Hours: Part-Time (24 hours per week, worked as three 8-hour shifts, any 3 days from 7, between the hours of 7am and 7pm)
Duration: Temporary
Pay: £12.60 per hour

The Royal Yacht Britannia is an award-winning, five-star visitor attraction and exclusive evening events venue in Edinburgh, which employs more than 200 staff. This former floating palace of Queen Elizabeth II, usually attracts circa 350,000 visitors a year from around the world, and would normally host circa 100 exclusive evening events per annum.

Britannia provides an exceptional experience for visitors. This dedication to excellence has led to the Royal Yacht being rated as Tripadvisor’s No.1 UK Attraction (AGAIN), and the top 1% in the world in its category.

Our Visitor Experience department is dedicated to ensuring that visitors receive the highest level of customer experience possible and we are looking for a Housekeeper to join the team.

Reporting directly to the Housekeeping Team Leader, key responsibilities will include:

– Ensuring that the Britannia tour route and Visitor Centre are cleaned to a high standard and maintained throughout your shift.
– Safe use and storage of all equipment and chemicals required to maintain the cleanliness of the tour route and Visitor Centre.
– Assisting with any other duties, as required by the Housekeeping Team Leaders and Visitor Experience Managers.

The ideal candidate will enjoy a varied role and be committed to delivering high standards in Housekeeping, have a friendly, can-do attitude and a desire to help and assist staff and visitors alike.

Company benefits include:

– 10% employer pension contribution with a choice to contribute up to a further 5% yourself, which would then be matched by us as well! (So 20% potential contribution to your pension).
– 33 days pro-rata annual holiday entitlement.
– Life Assurance.
– Complimentary tickets.
– Staff discount in the Gift Shop, Royal Deck Tearoom & The Lighthouse Restaurant & Bar aboard Fingal.
– Free car parking for staff.

If you feel you have the personality, skills and experience we are looking for, then we would love to hear from you.

Please send your CV outlining why you feel you would be suitable for the role of Housekeeper to: recruitment@tryb.co.uk or postal applications to:

Sarah Thomson
Visitor Experience Manager
The Royal Yacht Britannia
Ocean Drive
Leith
Edinburgh
EH6 6JJ

Closing date: 30 April 2024

No agencies please.

Please note, due to the volume of applications we receive, we are unable to respond to unsuccessful candidates. If you have been selected for interview you will be contacted directly.

Join our passionate team as a Storyteller at The Real Mary Kings Close.

The Real Mary King’s Close is buried deep beneath Edinburgh’s Royal Mile. On their fully guided tour, guests follow Edinburgh’s past residents in these underground alleyways and hear the real stories of the people who lived, worked and died there. Join us to experience over 400 years of history and unlock the secrets of Edinburgh’s only preserved 17th-century street.

An opportunity has arisen to contribute to the further success of this attraction and we require a Storyteller to join our team. Through our exceptional, bespoke training program you will have the skills to deliver memorable and enjoyable guided tours, deliver exceptional guest engagement across the attraction and work as a team to provide guests with a friendly welcome.

Using a mix of expert knowledge and humour you would be hosting, creating and delivering a memorable experience for every guest. You should have experience of performing to and engaging with an audience, working with the public and proficient use of till systems.

We are looking for team members with sparkle and passion, that are genuinely interested in providing high quality guest service and telling the stories of our unique attraction. A team playing attitude is a must.

We are passionate about our attraction and are looking for the right people to help us drive our business forward in a competitive marketplace. In return, we offer:

· Flexible working options with a variety of shifts patterns

· Mental health first aiders on site as well as access to 24/7 Employee assistance program

· Free breakfast club

· Wellness committee – monthly wellness events for team

· Continued training for personal development

· ASVA passes

· Matching the Real Living Wage Foundation

· Discounts in retail and café offering

· Plus more…

Contract: 8 – 24 hours per week available. Fixed Term (May 2024 -September 2024) Contract. Weekends & Bank Holidays included. You must be available at weekends, early mornings, late nights and bank holidays

Salary: Starting rate of £11.44 per hour which can increase to £12.00 per hour following training completion.

A full Job Description can be downloaded from our website.

If you wish to apply we ask that along with your CV and cover letter please include a 30 second video telling us about yourself and why you want to work with us.

If you do not hear from us within 2 weeks of the closing date, then unfortunately, on this occasion, you will not have been selected for an interview – but we wish you well in your future career.

The closing date for this post is Sunday 28th April 2024.

Need more inspiration to apply? Here’s what our current team think about working here. In our October 2023 survey: 100% of team feel their manager supports their development.

We look forward to receiving your application!