Visitor Services

PURPOSE OF THE ROLE
To manage and deliver a professional and enjoyable visitor experience at The Kingarrock Hickory Golf Course in line with the wider strategies of the National Trust for Scotland and the property. You will assist in the development & delivery of the golf operations. You will also assist the Visitor Services Manager in the planning and delivery of golf-related events.
Duties will include welcoming golfers and collecting green fees as well as taking bookings over the phone, by email and in person. The successful candidate will also assist with the marketing and promotion of the golf course online and good computer skills are required. Hours are worked on a rota system which includes evening and weekend work. Due to the nature of the post the successful candidate will be expected to work out of doors on a regular basis.

PURPOSE OF THE ROLE
To assist in preparation for and to undertake collection movement within the property to facilitate works on interior decoration and assist with solutions to mitigate pest, mould, dust and environmental damage to collections from Covid lock down. To undertake housekeeping to ensure standards of care are resumed. To assist with the collections temporary storage, security, protection, documentation, remedial cleaning, monitoring and IPM. To assist with procedures to put the house to bed and if required relocation of collection to principal rooms.

KEY RESPONSIBILITIES
To ensure the care of collections and interiors of The House of the Binns is undertaken to standards in line with current NTS best practice during roof works and collection movement/storage:
 To assist with the organisation and supervision of the movement of objects to free up areas for contractual work under the direction of line mangers and planned movement of collections
 To be systematic and methodical in record-keeping, documentation, and any other administrative needs of the job, to ensure that the collections conservation elements of the project are efficient and support NTS policies for collections care
 To assist in the assessment, packing, moving and temporary storage of collections within the property principle rooms.
 To help identify those items at risk or requiring specialist attention/remedial conservation and bringing to the attention of the Conservation Advisor
 To liaise, under the direction of the Collections Care Supervisor Forth Valley, with any contractors working onsite for the duration of the project to ensure the collections physical security and those working do not contravene Health and Safety legislation
 To assist the NTS staff working on the project on topics worthy of interpretation, specialist talks and presentations as required whilst the property is closed to the public
 To be vigilant at all times to the presence and condition of all historic interior surfaces, decorative elements and collection items in situ and to report accidental damage to the Conservation Advisor E&E
 To undertake necessary cleaning of the property areas and associated buildings, meeting the standards agreed by the VSM property staff

JOB PURPOSE

This role exists to ensure a best-in-class visitor experience that compliments the quality of an internationally recognized heritage garden of outstanding horticultural importance; leading all staff to contribute fully to the operations overall commercial and conservation success.

You will be a member of the Inverewe welcome team assisting with the operational delivery of retail, admissions and the visitor experience at the property. Delivering performance standards and targets to ensure enjoyment of the property by visitors and members is maximized and key commercial, financial and development objectives are achieved to make the property fully sustainable. You will be part of a broader management team responsible for delivering an overall visitor service strategy, promoting good communication across the site and joined up service provision. You will be based at Inverewe and report to the Visitor Services Manager.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Supervising/undertaking the day-to-day operation of the Visitor Centre to ensure an excellent customer/visitor experience. This includes:

o Supervision of the retail offer (including ordering, merchandising, sales targets);
o Membership sales (to targets) and general customer service (individuals, education visits, other groups.
o Health & Safety procedures, emergency procedures, and environmental procedures.
o Deputizing for the Visitor Services Manager on-site and off-site as required.

• Responsible for day-to-day financial administration within the retail operation, including cash/till reconciliation, day-end and week-end reports and reconciliation, completion of the banking processes, and reporting of working hours for payroll.

• Supporting the Visitor Services Manager – Retail with the recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.

JOB PURPOSE

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

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 toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required 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
• Will have regular (daily) 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.

JOB PURPOSE
To provide operational coordination and supervision of retail, learning, 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, and, with delegated responsibility for catering, retail, events and duty management is very often the “face” of the Trust to visitors and suppliers. As such, s/he directly influences 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 Palace and gardens to ensure an excellent customer/visitor experience. This includes supervision of:
• Visitor services, Catering, 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
• 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 / Operations Manager on-site and off-site as required

Responsible for day to day financial administration at the property, including
• Ensuring the completion of Cash/till reconciliation;
• Week-end reports and reconciliation;
• Completion of the banking and all cash handling processes

Supporting the Visitor Services Manager with
• recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.

Working closely with other managers & supervisors across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spend and support overall Property targets;

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.

Museum Attendants are responsible for safeguarding museum exhibitions and buildings and for keeping facilities clean and tidy. Working front of house, they ensure that museum visitors enjoy their visit by providing a high quality of customer service. This involves answering queries and the sale of goods and tickets.

You should be a reliable, trustworthy, conscientious and enthusiastic person with good general education and experience of cleaning and keeping public facilities in good order. A high level of communication and customer care skills are essential as are experience of working in visitor services and with security systems. Basic computer skills and a current driving licence are desirable.

The postholder may be asked to provide cover for annual leave and sickness at our 6 museum venues in Dumfries, Sanquhar and Annan. They will support curatorial staff including assisting with museum exhibitions and family activities.

The post is full time, 36 hours per week over five days, Tuesday to Saturday inclusive.

Mercat Tours are looking for lively, confident, friendly people to join our Support Team.
We’re inviting people who care about visitors first and last, are passionate about our beautiful city, relish a challenge and will thrive working with our great team.
Purpose and Role;

• Provide visitors with a 5 star warm welcome and farewell
• Advise and assist visitor’s choice of tour
• Promote and process visitor and trade sales
• Maintain our historic site ensuring 5 star experience throughout
• Represent Mercat Tours in a positive, professional manner outdoors at the Mercat Cross and indoors in our reception at 28 Blair Street
• Deliver authentic, high-quality experience for our visitors, helping to create memorable moments
• Work as a positive, supportive member of our great team
• Help drive the growth of Mercat in a positive, sustainable future as part of our dynamic team

Your Skills and Strengths;
• Passion for high quality product and visitor experience
• Excellent communication skills
• Excellent working knowledge of Microsoft Office
• Positive and proactive approach to problem solving
• Attention to detail, cash handling and record keeping
• Thrives working in a team
• Friendly, energetic and helpful
• Commitment to be the best you can be
• Sense of humour!

Details
• Permanent role, flexible hours
• Part-time and full time roles available
• 21hrs per week minimum guaranteed
• Shifts vary in length from 4.5 to 7hrs per day
• Operating hours 9am – 1030pm
• Working week Monday to Sunday
• 3 month probationary period
• We are a Living Wage employer offering £10 p/hr

Benefits
• Your personal development and training is core to your time with Mercat
• Bike to work scheme https://www.bike2workscheme.co.uk
• Access to ASVA card https://www.asva.co.uk
• Use of company holiday home
• Annual discretionary bonus

Interview Process
Stage 1; Successful applicants will be called for an initial ‘meet the team’ chat
Stage 2: An interview with 3 individual members of our team
Stage 3: Successful candidates will be offered a permanent contract with a three-month probationary period. You will receive our award-winning, accredited training to deliver our 5 star visitor experience.

Areas covered in training
• Product knowledge
• Customer care
• Full H&S, fire and first aid procedures

To Apply
Please send to join@mercattours.com;
• Application form – download
• Covering letter (optional)
• 30sec max video – tell us about yourself and why you want to join our Mercat Support Team (youtube link preferred)

Please note the terms to apply – without both the application form and video your application will not be considered

We’re sorry but due to anticipated demand, only successful candidates will be contacted

Brand Home Guide 
Blair Athol Visitor Centre

Permanent/Fixed Term – Full time

Closing Date: 23rd January 2022

About Us

  This is a chance to be involved in an ambitious and truly one-of-a-kind team where our aim is to create remarkable and unforgettable experiences across each and every one of our venues across Scotland. Our Malt Brand Homes will take visitors on an immersive, multi-sensory journey through the flavours of Scotland, sharing our love for Scotch with a new generation of whisky drinkers. Visitors will lose themselves in the journey whisky-making in our experiences and make purchases from our fantastic retail offerings. We want our guests to embrace every minute with us and feel the same way we do about our heritage. Being part of Diageo means being a torchbearer for our brands and making them even better for the next generation. It’s a career-defining responsibility. If you have a genuine passion for our craft, our character and our products, help us continue the story and build a great career in the process. 

Feel inspired? Then this may be the opportunity for you. 

 
About the Role 

This is an exciting opportunity to join the hardworking team at our Blair Athol Visitor Centre as a Brand Home Guide. 
  
Being an integral part of the visitor centre team, as a Brand Home Guide, you’ll be required to deliver high standards of customer service and an outstanding and memorable visitor experience. Our tours are the opportunity for the public to learn who we are and what we do, you’ll be guiding them around our beautiful distillery representing the brand and Diageo using the full training provided. 
  
You will assist with ticket sales and promoting our brand throughout the full experience. From warmly greeting our guests to providing advice and information on the offerings of our outstanding visitor experience.

There will be shop duties and upselling products will be required alongside the merchandising of our other products in the retail area. 

You’ll help with the planning and implementation of special events throughout the year. 

Please note this role is a permeant full-time contract comprised of 1983.6 annualised hours. This means that during peak tourist season you may work full-time hours (circa 38 hours per week) and accordingly will work fewer hours throughout the rest of the year e.g. November to March. Annual salary is paid in 12 equal monthly instalments.

About You 

Brands like Guinness and Johnnie Walker were created by the leading entrepreneurs of their age.  And their spirit is alive in our business every single day and you’ll see this nowhere better than in our  Blair Athol distillery.  

Here you won’t just stand on the shoulders of giants.  You’ll take what they created and make it even better for those who come after you.  It’s a career-defining responsibility. 

We’re looking for people with character: driven, resilient and open-minded.  Are you passionate about customer service and a team player?  We certainly hope so! 

 
We’re looking for someone who values the importance of working in a team and being able to build strong working relationships with customers as well.  Ideally you will have insight into the drinks industry or worked within a hospitality enviroment.

Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity. 

We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings. 

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying. 

   

CHARACTER IS EVERYTHING