Visitor Services

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, 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 Geilston Garden a 5* Visitor Attraction.
We are looking for people who have experience or a keen interest in Visitor Experience and Scotlands’ Natural 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
– assisting in the day to day running of a small catering 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, emtyping 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; housekeeping, gardening, grounds maintenance and site repair employees/contractors.
– to work towards and achieve weekly membership and visitor data targets
Financial Responsibilities –

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.

PITMEDDEN GARDEN
Pitmedden Garden is a popular visitor attraction for tourists and locals alike.

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 Pitmedden Garden (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

• Monitor the condition of furniture – reporting any loss or damage to the Visitor Services Manager
• Ensure Safe Systems of Work is implemented effectively within function and with external contractors.
• Deliver excellent customer.
• 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.

Haddo House

Haddo House is located around 5 miles from the village of Tarves, set within extensive country park, it is a magnificent example of a Scottish stately home in the Palladian style. The elegant and luxurious interior are home to an extensive art collection, including 85 paintings of Aberdeenshire castles by acclaimed Victorian artist James Giles

An exciting opportunity to be a part of the on-going development of the Haddo House terrace gardens. The gardens are a vibrant and exciting garden to work within.

Its long and varied history underpins the whole estate and its management with the gardens forming an integral part of the overall visitor experience. The gardens are always evolving within its historical framework both as a plantsman’s garden and as a living work of art. We are seeking a suitably skilled and motivated individual to join us to continue its reputation and extend its interest to all visitors.

Outside the terrace garden, there are a series of informal lawns and landscape trees which lead the visitor in to the wider designed landscape and join with the Country Park and the impressive Scots Mile.

This regionally significant House and the wider country park welcome over 200,000 visitors a year; a competent and enthusiastic gardener is required to complete and compliment the staff structure. An eye for detail as well as flair for creating a beautiful visitor environment is essential.

JOB PURPOSE

Under the direction of the First gardener in the first instance but reporting to the Head Gardener, to ensure that the garden and estate are managed and maintained to a high standard in line with the aims and objectives of the National Trust for Scotland.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

1. Assisting with general horticultural duties to the required standards expected by the Trust and for the maximum safety of, and enjoyment by, visitors. Activities may include:
a. Grass-cutting, strimming, hedge-cutting and raking/collection
b. Cutting of lawn edges
c. Hand-weeding of beds and borders
d. Weeding, watering and feeding
e. Planting out ( under direction of staff)
f. Application of mulches

2. Assisting with general property maintenance duties and for the maximum safety of, and enjoyment by, visitors. Activities may include:
a. Refuse disposal
b. Raking gravel paths

3. Assisting as required with the general enjoyment of the gardens and estate by:
a. Responding to general visitor enquiries
b. Assisting at events held within the garden or on the estate

4. Assisting with interpretation activities such as answering basic horticultural enquiries from visitors and providing clear and accurate plant labeling.

5. Working with the full time staff to foster positive relationships with local communities, visitors and promoting the work of the Trust, and actively seeking opportunities to increase Trust membership

6. Working with volunteers to ensure they deliver required outputs at the appropriate standard and gain benefits from their volunteering

7. Ensuring compliance with the Trust’s health, safety and environment policies and procedures to ensure the safety of staff, volunteers and visitors. This includes recognition of the Trust’s environmental policy with respect to sustainable gardening policies.

CONTEXT

Renowned for its peaceful atmosphere, Malleny is the place to come for quiet contemplation in beautiful surroundings. The garden is a haven for plant lovers thanks to a large variety of colourful and fragrant flowers and shrubs. Malleny holds 150 varieties of rose, including a heritage collection of shrub roses.

JOB PURPOSE

Under direction of Head Gardener, working primarily at Malleny Garden within walled garden and woodland setting to enhance the visitor enjoyment of the environment. There will be occasional joining up with the wider Edinburgh gardening team.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Assisting with horticultural duties to deliver the optimum aesthetic standards expected with the safety and enjoyment of all who use the site paramount. Activities include:
 Grass Cutting, strimming, hedge-cutting and the raking up or collections afterwards.
 Cutting of lawn edges.
 Hand weeding of borders.
 Pruning wall plants, those in borders and elsewhere.
 Planting out (under direction of Head Gardener.)
 Application of mulches.

Assisting with general property maintenance. Activities include:
 Litter picking.
 Maintaining paths
 Use of bonfire to dispose of unhealthy plant material.

Assisting as required with the general enjoyment of the walled garden and surrounding woodland by:
 Responding to general visitor enquiries.
 Answering basic horticultural enquiries from visitors.
 Assisting at events held at both properties.

Ensuring compliance with The Trust’s Health, Safety and Environmental policies and procedures to ensure safety of staff, volunteers and visitors and where practicable, sustainable horticulture.

Working with volunteers to ensure they deliver required outcomes to the appropriate standard, and ensure they benefit from their volunteering.

CONTEXT

This hillside plant haven offers a sanctuary of tranquillity and a year-round feast for the senses. It is home to colourful borders and a heady mix of scents, including roses, honeysuckle and herbs.
The garden is split into two main areas, with sloping lawns and borders at the top of the hill and the wilder woodland and ponds below.

JOB PURPOSE

Under direction of Head Gardener, working primarily at Inveresk Garden within the formal garden, wild meadow and woodland setting to enhance the visitor enjoyment of the environment. There will be occasional joining up with the wider Edinburgh gardening team.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Assisting with horticultural duties to deliver the optimum aesthetic standards expected with the safety and enjoyment of all who use the site paramount. Activities include:
 Grass Cutting, strimming, hedge-cutting and the raking up or collections afterwards.
 Cutting of lawn edges.
 Hand weeding of borders.
 Pruning wall plants, those in borders and elsewhere.
 Planting out (under direction of Head Gardener.)
 Application of mulches.

Assisting with general property maintenance. Activities include:
 Litter picking.
 Maintaining paths
 Use of bonfire to dispose of unhealthy plant material.

Assisting as required with the general enjoyment of the walled garden and surrounding woodland by:
 Responding to general visitor enquiries.
 Answering basic horticultural enquiries from visitors.
 Assisting at events held at both properties.

Ensuring compliance with The Trust’s Health, Safety and Environmental policies and procedures to ensure safety of staff, volunteers and visitors and where practicable, sustainable horticulture.

Working with volunteers to ensure they deliver required outcomes to the appropriate standard, and ensure they benefit from their volunteering.

JOB PURPOSE
To maximise our visitors’ enjoyment of Hill of Tarvit Mansion and Holiday Cottages by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the property and its assets are clean, tidy, protected and safe.
This exciting and varied role will support our visitor services, events and holiday let activities when required, helping to make 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 estate/property in a friendly, efficient and knowledgeable manner, answering queries and providing information about the property, facilities and the local area.
 Provide a positive visitor experience to the estate by assisting with housekeeping, carparking, fire patrols, property checks, tours, events and onsite activities when required.
 By maintaining excellent standards of service, optimising opportunities to generate income, and ensuring that the site and its assets are safe and secure you will be a vital part of furthering the valuable work of the National Trust for Scotland
 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;
 Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act.

To maintain excellent standards of site and personal presentation at all times
 To assist with the general ongoing operational servicing and delivery of visitor facilities across all areas of the property, including our car parks, public toilets, public rooms and spaces, holiday accommodation and other outlying visitor facilities throughout the property.
 Ensuring the property is clear of debris, rubbish etc and that signage is befitting of a Trust property.
 Ensuring the property is ready to accept and welcome visitors by the set operational times.
 Wearing correct uniform, name badges, or PPE as required.
 Reporting all instances of damage and wear and tear issues promptly to your line manager.
 Participate in a duty rota to ensure that visitor’s needs out with normal working hours are supported.

Other duties (where applicable)
 To actively upsell products and services to facilitate the visitor’s enjoyment.
 To work flexibly across departments and sites as needed.

Health and Safety
 To ensure site meets with Health and Safety legislation in liaison with your department manager.
 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
 Demonstrable experience in a customer-facing role, delivering impeccable customer care through excellent inter-personal skills and personal standards.
 Excellent “front of house” persona – warm, welcoming, patient, understanding with a flexible and helpful outlook.
 Be responsible and proactive, ensuring all day-to-day tasks are completed as instructed.
 Demonstrable excellent time management skills and the ability to prioritise.
 Ability to work within a team or independently to a high and safe standard.
 The ability to take the initiative and address problems or deal with tasks as they arise.
 Full UK driving licence and access to own transport.
 Living the values of the National Trust for Scotland and encourage colleagues to do the same:
o The ability and willingness to understand others’ perspectives and to consider the impact of your actions on them and to adapt your actions as necessary.
o The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
o An open and honest way of communicating, ready to ask others for their ideas and to be open to hear and consider different points of view.

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 NTS events.

Duties will include welcoming golfers and collecting green fees as well as taking bookings over the telephone, by email and in person. There is also a small catering facility in the golf cottage and the service of food & beverage is a requirement of this role. The successful candidate will also assist with the marketing and promotion of the golf course online and good IT 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 outdoors on a regular basis.

KEY RESPONSIBILITIES:
 To ensure the delivery of the golf experience to a high standard.
 Serving food & beverage both to golfers and other members of the public.
 To maintain an active and prominent presence during service periods.
 To ensure that the golf facility and associated equipment is maintained and presented to a high standard.
 Daily cleaning of the kitchen facility and good hygiene practices at all times, including temperature checks.
 Proactively support the sale of retail products in the Golf Facilities, and liaise with property management over stock and point of sale.
 Responsibility for opening and closing and security of the Golf Starter Cottage, and any other relevant areas
 Maintaining and developing Kingarrock’s Social Media presence.
 Assist at Hill of Tarvit Mansion House as required and occasionally at other properties.

Customer Service:
 To be engaging and knowledgeable about Hickory Golf, Kingarrock & Hill of Tarvit, and to be aware of the products and services on offer.
 To present a short introduction about the history of golf and Kingarrock golf course.
 Assure a welcoming and cheerful presence for visitors to the catering facility, golf and other members of the public.
 To work hands-on with management and other departments in the planning and the delivery of products and events.
 Make customers aware of conservation and sustainability on the estate.

Health & Safety:
 To ensure site meets with all relevant Health and Safety legislation in liaison with your department manager.
 Make sure that customers to the catering facility are aware of allergens.
 To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
 To use PPE as provided and directed by your line manager.

JOB PURPOSE

Under direction of Head Gardener working primarily at Hill of Tarvit helping to enhance the visitor enjoyment of the environment around the mansion house. There will be occasional joining up with the garden team at Kellie Castle, and Balmerino Abbey to help undertake ongoing work there.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Assisting with horticultural duties to deliver the optimum aesthetic standards expected with the safety and enjoyment of all who use the site paramount. Activities include:
 Grass cutting, strimming, hedge-cutting and the raking up or collections afterwards.
 Cutting of lawn edges.
 Hand weeding of borders.
 Pruning wall plants, those in borders and elsewhere.
 Planting out (under direction of Head Gardener.)
 Application of mulches.

Assisting with general property maintenance. Activities include:
 Litter picking.
 Maintaining paths
 Use of bonfire to dispose of unhealthy plant material.

Assisting as required with the general enjoyment of the walled garden and surrounding woodland by:
 Responding to general visitor enquiries.
 Answering basic horticultural enquiries from visitors.
 Assisting at events held at Fife properties.

Ensuring compliance with The Trust’s Health, Safety and Environmental policies and procedures to ensure safety of staff, volunteers and visitors and where practicable, sustainable horticulture.

Working with volunteers to ensure they deliver required outcomes to the appropriate standard, and ensure they benefit from their volunteering.

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, Functions 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 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 Equalities 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 the National Trust for Scotland brand, including being proactive in the selling of Membership and Gift Aid, giving information about events, and upselling other properties and any promotional campaigns.

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.