Visitor Services

KEY PURPOSE
To clean and maintain areas in Brodick Castle, the Woodland Café, the Red Squirrel Kiosk and Shore Lodge Bunkhouse 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

The VSA-Housekeeping 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 Castle’s Green Tourism Award standards.
• Complete change overs in the Shore Lodge Bunkhouse.
• Report to Line Manager any defects seen which are likely to affect public experience and security.

PURPOSE OF THE ROLE

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. The role’s main purpose is to support the delivery of learning programs and events, both consistently and professionally at the property.

KEY RESPONSIBILITIES
EDUCATION
In this role, the post holder will assist with the delivery of the education programme at Brodick Castle, under the direction of the Head Education Guide. This includes:
• Maximise visitor enjoyment and understanding of the property through by presenting the history of Brodick, it’s collection and the people who lived there
• Delivery of a range of high quality talks and tours about Brodick for the general public and organised groups, including all ages and abilities
• Delivery of formal/informal educational activities and workshops to schools
• 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.)
• Be aware of the conservation needs of the property and its contents and minimise the risk of accidental damage through engaging with visitors and the implementation of appropriate conservation measures.
• 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
• Responsible for daily education operations within the castle, ensuring all opening and closing procedures have been carried out and that all areas are properly supervised and engaging educational talks are occurring.

JOB PURPOSE
Here at National Trust for Scotland’s beautiful Brodie Castle we are looking for energetic, friendly, and confident individuals to join our amazing welcome team this summer. No previous experience is needed, we would just love to hear from people who can interact and chat with our guests and make them feel welcomed and valued from the minute they arrive until we wish them farewell. This role is vital in providing an amazing welcome in all areas of the offer here at Brodie Castle, helping our visitors have a fantastic experience and create wonderful memories.

Based in the Castle, Welcome Centre or Car Park, your role is to make a great day out truly exceptional for our guests. You’ll help us maximise all charity income opportunities through excellent customer service, product knowledge and taking a pride in everything we do, as well as inviting visitors to support our work through membership.

This role also includes conducting guided tours of the Castle for groups of up to 25 people. You will shine a light on the fascinating history of the Brodie Family and the Castle they lived in through warm and enthusiastic story telling.

KEY RESPONSIBILITIES

• Provide excellent customer service to all who choose to visit.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed as instructed.
• Welcome customers to the property by providing information on the site and facilities.
• Lead tours of the Castle and Grounds which tell the stories of the past, present and future of Brodie Castle.
• Help manage car park arrivals, process payments and give site orientation
• Work with the Visitor Services Managers and property staff to deliver targets and other KPI’s.
• Handling cash accurately and processing sales.
• Working closely with the Visitor Services Manager and property staff to ensure perpetually high levels of accuracy are maintained for stock inventories.
• Actively drive-up selling opportunities through strong product knowledge and an excellent customer service with a strong focus on membership and retail.
• Working with the Visitor Services Manager and property staff to ensure high standards of display, preparation, serving and merchandising at all times.

PURPOSE OF THE ROLE

To maximise visitor enjoyment of Brodie Castle by delivering the highest standards of housekeeping, and customer care across public facilities.

Background

Brodie Castle and Estate is situated in the parish of Dyke and Moy, Morayshire and boasts thousands of visitors each year. The castle has been in the care of the National Trust for Scotland since 1979 and opened its doors to the public for the first time in 1980. Within Brodie Castle there are historic interiors of exceptional quality, which contain fine plaster ceilings and collections of international significance.
Brodie Estate is also home to The Playful Garden which contains a fascinating menagerie of characters inspired by the castle’s quirky and colourful history, including Scotland’s biggest bunny sculpture.

The post-holder is responsible, with the support of the Housekeeping and Holiday – Let Supervisor for delivering the highest standards of housekeeping across public facilities and staff office spaces.

KEY RESPONSIBILITIES

The Key Purposes of the post will be met by ensuring all public facilities and office spaces are cleaned and presented by the highest possible standard.

General Housekeeping:
Undertaking the routine cleaning and housekeeping of domestic and display areas of the property, including but not limited to:
• Vacuuming, sweeping, polishing of floors
• Dusting/polishing of fittings such as panelling, stairs, and doors
• Dusting/wiping of sills, skirting’s, door-frames, and window frames
• Cleaning of windows
• Cleaning of lavatories, sinks, staff-rooms etc
 Supporting the use of the property for functions and events by:
o Protecting vulnerable collections;
o Assisting with functions furniture set-up and striking;
o Clearing and cleaning before and after the event.

Holiday Let Accommodation (the Laird’s Wing and other holiday cottages):
Undertaking occasional support in servicing of let accommodation of the property, including but not limited to:
• Vacuuming, sweeping, mopping, polishing of floors
• Dusting of surfaces, fittings, furniture, ornaments, doors
• Cleaning of windows
• Changing of bed linen and towels, and making of beds
• Cleaning of bathroom/toilet areas and fittings
• Cleaning of (let) kitchen/scullery areas and equipment
• Checking functionality of lighting, heating, TV/radio etc
• Replenishing of welcome/hospitality trays, and consumables
• Checking of collections and domestic inventories during changeover – specifically in the Laird’s Apartment.

JOB PURPOSE
Robert Smail’s Printing Works is an operational letterpress printing works, established in 1866 and handed down through 3 generations of the Smail family before coming into the care of the National Trust for Scotland in 1986. Smail’s is rare within the Trust in that it is a working, industrial heritage site and unique within the UK, being the last fully operational letterpress printing works on its original site, using original equipment and heritage skills to produce letterpress products today.
This role exists 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, 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 all visitors to the site and processing their bookings, admissions, 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 groups, aiding with specific needs in a warm and efficient manner.
 Stock-rotation and merchandising to promote and maximize sales in the shop.
 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.

JOB PURPOSE
To maximise our visitors’ enjoyment of Preston Mill & Phantassie Doocot 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 all visitors to the site and processing their bookings, admissions, 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 groups, aiding with specific needs in a warm and efficient manner.
 Stock-rotation and merchandising to promote and maximize sales in the shop.
 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.