Visitor Services

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, Engagement 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
• Welcome visitors to the site and process their admission/retail or catering purchases in a friendly, efficient and knowledgeable manner.
• Provide a high level of service in accordance with the Disability Discrimination Act.
• Welcome International visitors and aiding with specific needs.
• Welcome groups in an efficient and warm manner.
• Promote the site by answering visitors’ queries about the site, its history and contents and the local area.
• Promote 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.
• Assist management to instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.

JOB PURPOSE
As a front-line member of the Abertarff team your job is give an amazing welcome and tell the stories of this central site. You will be delivering guided city tours, small events, working in a small tea house, selling membership, and providing tourist information to visitors

This role is key in engaging our visitors in the story of The National Trust for Scotland and the wider visitor experience; your role is to make a visit to a tiny house a great part of their day.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

This role will assist the Engagement team to deliver high quality visitor experience at Abertarff House (including but not limited to):

• Provide excellent customer service and process purchases in a friendly, efficient, Knowledgeable manner.
• Providing information about the site, its history, membership, offers and merchandise.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed including record keeping and reporting figures, cleaning, preparation, and basic administration as required.
• To provide consistently excellent customer service when dealing with customers according to the Disability Discrimination Act.
• To adhere to all financial procedures to include till operation and banking and safeguarding of monies: to implement amendments to standard procedure as instructions dictate.
• Be able to take responsibility for your own development and learning.
• Have a flexible approach to working hours and days including working weekend and Bank Holidays as appropriate.
• To work across sites when necessary, supporting the wider Culloden cluster
• Adhering to the property’s quality standards including but not limited to the wearing of uniform and relevant PPE.
• Working alongside volunteers in a responsible way
• Ensuring health and welfare of property staff, volunteers, and visitors by adhering to the Trust’s Health, Safety and Environment policies and guidelines. This includes working within the property’s “Safe System of Work” (the system for managing Health & Safety).
• Ensuring Food hygiene, and catering health and safety standards are strictly followed.

JOB PURPOSE
To provide operational coordination and supervision of catering, retail, visitor services, and events at in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors and members, and help ensure commercial, financial, and conservation objectives are achieved.
The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service. With delegated responsibility for catering, retail, events and duty management this job is very often the “face” of the Trust to visitors and suppliers, directly influencing public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Supervising/undertaking the day-to-day operation of the property and environs to ensure an excellent customer/visitor experience. This includes supervision of:
• Visitor services, events and retail offer (including ordering, merchandising, sales targets);
• Line management of Visitor Services Assistants and volunteers
• Duty management and oversight/maintenance of the property
• Ensure the property social media is managed to generate interest, engagement and help drive visitors
• Deliver the schools programme to meet the targets for number of visits, revenue generated
• Support the informal learning and community engagement / outreach activity, e.g. public events
• Ticketing & Membership sales (to targets) and general customer service (individuals, education visits, other groups);
• Security of the Property;
• Health & Safety procedures, emergency procedures, and environmental procedures;
• Deputising for the Visitor Services Manager on-site and off-site as required

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, 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.

Bank holidays from April then July to August
Drumlanrig Castle, Thornhill

We are looking for professional and motivated individuals to represent one of Dumfries & Galloway’s finest tourist destinations during the 2022 season.

Working as a Guide, you will be enthusiastic with a keen interest in Scottish history and ideally a good understanding of art. You must have exceptional standards of customer service and communication skills and an ability to talk to groups of all ages. Your role will be hosting Castle tours and assisting in the day-to-day operations of this unique tourist attraction. If you have a positive attitude and great people skills, we want to hear from you!

• Are you confident and enthusiastic in leading groups?
• Can you demonstrate a flexible approach to work?
• Are you skilled in communicating with the public and passionate about Scottish history?

This is a seasonal contract which will commence in April only working two bank holidays up until early May. Hours will increase from July to the end of August during our busy open season. As Drumlanrig Castle is not accessible by public transport, access to your own transport is essential.

Interested? Please apply by emailing a copy of your CV and covering letter to recruitment@buccleuch.com.

The closing date for applications is 25th February.

Please view our privacy policy at https://blht.org/privacy/

The Buccleuch Living Heritage Trust Registered Charity No.SC014915. Registered in Scotland Company No.SC377083.
Registered Office 1 Rutland Court, Edinburgh, EH3 8EY.

Distell International Ltd are one of Scotland’s leading Scotch Whisky producers. We are investing in a new visitor centre at Deanston distillery, home of our Deanston single malt whisky. We are looking to recruit confident and personable individuals as Distillery Visitor Centre Tour Guides to communicate the story of Deanston single malt whisky, conduct tours of the distillery and serve in the distillery shop and our corporate facility.

JOB DESCRIPTION

Job Title: Tour Guide
Department: Deanston Distillery Visitor Centre

Background Information
Working as part of the Distillery Visitor Centre Team, you will be required to ensure the highest levels of customer service by welcoming, informing and enthusing our visitors during their visit of the distillery, consistently delivering a memorable and enriching experience.

Overall Purpose
To deliver a first class Deanston Distillery Scotch Whisky Experience for all our customers, public and corporate while supporting the DVC Brand Heritage Team on all tasks required.
Ultimately to deliver greater value from a Distell International Ltd asset on a day to day basis.

Main functions (accountabilities):

Include but not limited to:

– Demonstrate a pride and passion for Deanston Distillery, Scotch Whisky and other Distell brands

– To engage visitors in the Deanston Distillery Scotch Whisky Experience accurately, informatively and emotionally.

– To inform and guide customers through our tours, tastings and other experiences.

– To support the development of the Deanston Distillery Visitor Centre (DVC) through the Scotch Whisky Experience, the DVC Retail Store and any additional activities to promote the brand.

– To help provide a coordinated and professional level of service to our customers at point of contact.

– to follow and adhere to all the health and secret procedures while on site.

– To ensure that the DVC is clean and functional at all times (including visitor reception area, retail store, cafe, tasting room, toilets, storage cupboards etc.)

– To work within the standards of Deanston DVC’s health and safety policy.

– To regularly review the DVC Retail Store performance with the Assistant Brand Heritage Manager (ABHM).

– Support of business administration tasks, e.g. the administration of EPOS, DVC paperwork, reporting, filing, opening and closing procedures, running of the day, etc.

– To seek knowledge of Distell websites for continuous learning.

– To help provide a coordinated and professional level of service to our customers at point of contact.

– Deputise for the Team Leader of the Visitor and Retail Team, as and when required.

– To carry out other reasonable duties/tasks as required to deliver and meet the objectives of the DVC. This will include occasional evening work in the corporate and online facilities

Qualifications and Experience
This position requires an enthusiastic outlook and a flexible approach to work. Great people skills and an ability to follow instruction to ensure the highest level of team performance are key attributes required to build and develop our unique Brand Heritage Experience at Deanston Distillery.

Key Performance Measurements

– Delivery of the Deanston Distillery Scotch Whisky Experience.

– Consistently high customer feedback via visitor’s book, website, social media etc.

– All communications with the Team Leaders, Visitor and Retail Team are maintained and fulfilled within the appropriate time lines.

Relationships:

Internal: Deanston Distillery, Sales, Marketing, Customer Services and Finance.
External: The general public; external vendors and suppliers; local community organisations;

Key Skills

1. To demonstrate a pride and a passion for Deanston distillery and Scotch Whisky in general.

2. To display confidence with face-to-face contact with visitors within the distillery visitor centre experience including distillery tour, distillery shop and distillery corporate facility.

3. To demonstrate an appetite and enthusiasm for learning, continually developing your own knowledge of Deanston distillery and Scotch Whisky as well as furthering your own levels of customer service.

4. The ability to communicate the above knowledge and entertain visitors, delivering an authentic Deanston whisky experience.

5. To display a high degree of flexibility, adaptability and ability to work within a close team.

6. A flexible approach to hours of work over a seven day working week is required and some evening work will be integral to this role.

Qualifications and Experiences:

Whisky knowledge is not a necessity for the position as our training will take care of explaining the uniqueness of Deanston’s single malt whisky, its history, its people and the skill of the scotch malt whisky process itself. Ideally we are looking for people with an enthusiastic outlook, a flexible approach to work and great people skills to help us build and develop our new whisky experience at Deanston distillery. An ability to speak an additional language would be a distinct advantage.

It is expected that the successful candidate will be a team player with a “can do” attitude and who thrives on a busy workload.

If you are interested please send us your CV to Jemma.galbraith@distellinternational.com

About the role

It’s starting everyday conversations in magnificent surroundings.

It’s the collaboration and the community spirit. And it’s helping millions enjoy magnificent buildings and beautiful art. This is what makes working for Royal Collection Trust so different.

Every year thousands of people from around the world visit the Palace of Holyroodhouse, exploring its rich history, and the treasures on display. Joining our welcoming and highly professional Visitor Services team, you’ll make their experience special.

You’ll give people from around the world a friendly and polite welcome. You’ll answer their questions and provide information to enrich their visit too. And in everything you do, you’ll aim for the highest possible levels of visitor care and security.

About you

With friendly professionalism and the ability to communicate well with all kinds of people, you’ll excel in Visitor Services.

You’re an outstanding team player who is able to work effectively even when things get busy and remain calm under pressure.

You’ll also be able to think on your feet, a key skill, considering you’ll never know what the next question may be.

And, above all, you know what it takes to create the kind of customer experience that leaves the lasting and positive impression.

This is your opportunity to use your personality and customer service skills to deliver the exceptional.

Hours of work
We have two full time contracts available: 300 hours between 16th June – 31st August and 450 hours between 16th June and 30th September. You will typically be rostered to work over 5 days per week, Monday to Sunday, including regular weekends.