Visitor Services

Additional Job Description
Brand Home Guide

Royal Lochnagar Visitor Centre

Full-time, Permanent

We have an outstanding opportunity to join our dedicated team at our Royal Lochnagar Visitor Center as a Brand Home Guide.

You will be responsible for:

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. 

This role will require weekend and evening work.

To be successful in this role:

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.

The successful candidate will be required to hold a valid driving licence.

Working with Us

Join us and you can also expect a highly competitive and flexible rewards and benefits package including:

Membership discounts and product allowance
Contributory pension scheme
Competitive annual bonus (dependent on performance)
Generous holiday allowance
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.

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. 

Royal Lochnagar is an iconic visitor centre that provides extraordinary visitor experiences to all our visitors from around the globe.  We captivate and educate our guests whilst leading them throughout our full-sensory interactive tour and tasting experiences. Our people are making history every day and act as true ambassadors for this inspiring brand.  

Create a future worth celebrating!

This year Scottish Crannog Centre is moving to a new site! We are opening a new museum in Spring 2024, showcasing an Iron Age village, hand-built by our team of craftspeople, apprentices and staff, and a new museum building and café, designed by us for us. As a multi-award-winning museum delivering best practices in visitor experience, we are looking for a dedicated, enthusiastic and caring individual to join us and continue to grow this work, and share the stories of Scottish Crannog dwellers with the world.

Our aim is to become a national treasure, loved and admired by all, with social justice at its heart. To achieve this, we constantly reflect, converse and challenge ourselves to deliver work that matters, has impact, and benefits the diverse communities that the museum serves. This is not project work, but core to our mission and vision as a museum. We aim to create an organisation where there are a thousand fingerprints and a thousand voices involved in all we do.

We believe that everyone should have the same opportunities to be all that they can be. We want to celebrate the differences between us that forge a community, a community of work, in which anyone can actively participate. To work towards creating a society where anyone can express themselves, contribute, be valued, and be happy.

For this role, full training will be received when you start. You just need to be someone who wants the world to be a better place! It would be helpful to know that you have:
We have both full-time and part-time positions available, and we can work with you to discuss this.

– An interest in taking an active role in making our museum the best place it can be.
– Good communication skills and efficiency, working quickly and calmly as part of a team.
– Friendly, confident and able to build a rapport with colleagues, customers and suppliers.
– A can-do attitude and ability to take and build on feedback to grow and develop.
– Confidence to talk to large groups (we can help you work on this!)

In this role of Museum Interpreter you will:

– Learn about life 2500 years ago, and help care for our collection of objects from Iron Age Crannogs.
– Lead tours of the museum and Iron Age Village for museum visitors, building relationships with visitors through conversation and active listening.
– Deliver information about Crannogs and prehistory to people of all ages, abilities and backgrounds, as part of our mission to welcome anyone who comes to visit us.
– Support the delivery of school visits, events, and public and private workshops.
– Learn a variety of Iron Age crafts and skills as part of our Crannog Community.
– Assist with the cleaning and general upkeep of the museum site.
– Help shape the tour structure and visitor experience of the new museum, working with our Director of Operations.
– Work flexible hours, such as extended hours in the summer and shorter hours in the winter, including weekend and evening work.
– There is the potential to provide shop or café cover if needed.

Please apply with a copy of your cv and a supporting letter outlining your experience to date in this field and why you are the best person for the role to Museum Director Mike Benson. mikeb@crannog,co.uk.

If you have any questions regarding a disability or health concern, please be aware we are a Disability Confident Leader, and will do our very best to support you. If you would like to speak to someone before submitting an application, send an email to Rachel Backshall – rachel@crannog.co.uk

KEY PURPOSE
The role of the Ranger will combine responsibilities on nature conservation, visitor services, learning and community engagement and contribute to the delivery of the National Trust for Scotland’s conservation and operational objectives on the Isle of Canna.
CONTEXT
The Isle of Canna is one of a group of islands known as the Small Isles situated 19 miles off the coast of the nearest mainland port of Mallaig, Western Scotland and is owned and managed within the Trust’s Highland & Islands regional portfolio. The island is unique in both its natural and cultural heritage, welcoming approximately 10,000 visitors per year to explore and experience its rich archaeological sites, marine environment, wildlife, and cultural and natural history.

The Canna Ranger role offers a unique opportunity within a vibrant community and is positioned to provide an ‘on the ground’ support function to the island and carry out specific surveys and monitoring to safeguard the island natural culture in alignment with the Trust’s conservation plans.

Overall, this will be in pursuit of the following outcomes for and with the natural heritage cared for by the National Trust for Scotland:

• Visitors and learning: Enable more people to experience cultural and natural heritage more often, get more out of it & put more back into it.

• Habitats: Protect the landscapes in our care and associated marine habitats as part of ecologically healthy habitat networks where natural processes predominate and help combat climate change.

• Our voice: Use evidence and practice from our natural heritage properties to support our voice in advocating for natural heritage.

• Communities: Work with communities living on or close to our land or with an interest in our land so that they collaborate with us to help achieve our natural heritage outcomes.

• Built heritage: Protect the built and archaeological heritage in our care and use them to help us explain the “habitats” outcome and achieve the “visitors” outcome.

JOB PURPOSE
To provide operational coordination and supervision of Priorwood and Harmony garden visitor services, events, tenant relationships and holiday lets 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 events and duty management they are very often the “face” of the Trust to visitors and suppliers. As such, they directly influence public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.
You will be part of a broader management team responsible for delivering an overall visitor service strategy, promoting good communication across the sites and a joined-up service provision.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
 Supervising/undertaking the day-to-day operation of the visitor services and guest services function. This includes:
o Working with the garden team to develop produce sales and an events programme.
o Housekeeping and security of the Property.
o Health and safety procedures, emergency procedures, and environmental procedures.
o Looking after the holiday let bookings and guests.
 Typically working Tuesday to Saturday and 9am to 5pm (most holiday let arrivals are on Fridays and Saturdays), however flexibility around days to fit the business needs are required.
 Required to be on call for any Holiday Let emergency situations.
 Create a culture of ‘exceptional service, every time. Delivering high standards of performance and a consistently warm welcome to all users of the properties.
 Responsible for day-to-day financial administration at the property, including cash/till reconciliation, completion of the banking processes, and support reporting of working hours for payroll.
 Collation of visitor numbers.
 Supporting the Operations Manager with the recruitment; induction; development; and management of volunteers such that they understand and are equipped to fulfil their roles to the standards required and that they feel valued, respected and supported.
 Instil a Health & Safety culture across the property, ensuring the teamwork to reduce risk of incidents and accidents to volunteers, employees and visitors. This includes developing and maintaining risk assessments.
 Take responsibility for opening and closing and security of buildings as well as emergency procedure implementation, duty management and providing relief cover as required.
 Keep on top of holiday let and residential property compliance and maintenance.
 Responsible for local community engagement, growing relationships and co-ordinating mutually beneficial events.
 Actively recruiting members and promoting relevant fundraising campaigns.
 Work with Trust specialists to promote the properties to Travel Trade operators and host visits.
 Supporting the Operations Manager in driving the visitor services experience at the properties to achieve its financial targets, maximising income and profitability, using the Trust’s procedures and instructions. Ensuring efficiency and cost effectiveness in all aspects of work.
 Develop local level stakeholder and client relationships including the Borders Book Festival Trust and local tenants.
 Ensure that lifelong learning is developed and promoted at the Properties through the visitor experience.
 Develop and promote the property through local, regional and national marketing initiatives and through social media.
 Attendance at regional and national meetings when required (held in various locations across the country).