Visitor Services

JOB PURPOSE
To maximise our visitors’ enjoyment of Mar Lodge Estate 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 rangers, 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.

JOB PURPOSE
To combine responsibilities on nature conservation, visitor management, education and community engagement to help deliver the objectives of Mar Lodge Estate and wider National Trust for Scotland.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Visitor Management / Engagement

• Ensure public-facing presence during peak tourist times, by staffing ranger hut at Linn of Dee and supervising car parks during busy periods.
• Actively and positively engage with visitors to help them make the best of their visits.
• Promote responsible access as outlined in the Scottish Outdoor Access Code.
• Undertake routine patrols to help safeguard the estate from wildfire risk.
• Use visitor engagement to promote and sell NTS membership.
• Undertake regular inspections of visitor infrastructure on the estate (car parks, parking machines, toilets, paths, litter, signage etc) and address any problems that arise.
• Undertake regular surveys of parking ticket compliance / visitor behaviour, for both internal and external reporting.
• Help devise and deliver public events such as guided walks, family events etc, to promote natural/cultural heritage of Mar Lodge Estate.

Learning & Volunteering

• Assist with educational visits to and from local schools/institutions.
• Help manage conservation/path maintenance volunteers.

Community Engagement / Partnership Working

• Engaging with a wide range of partners and stakeholders, including local businesses, community groups, neighbouring landowners, other ranger services and fellow conservation organisations.
• Liaise with Cairngorms National Park Ranger Service to help facilitate their Deeside patrols.
• Source appropriate photos and other relevant content for Mar Lodge Estate social media channels.

JOB PURPOSE
This role exists to ensure a best-in-class visitor experience that compliments the quality of an internationally recognised 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 Deputising 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.
· Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spends and support overall Property targets;
· Instil a Health & Safety culture across the property, ensuring the teamwork within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.

PURPOSE OF THE ROLE
As a front-line member of the Culloden team your job is give an amazing welcome and tell the story of this iconic site. You will be responsible for delivering our commercial offer which includes membership, general admission, donations, some retail products and travel trade. You will be part of our Visit Scotland 5-star team acting as an ambassador for the site and the National Trust for Scotland.

KEY RESPONSIBILITIES
• Leading the team in reaching its membership targets for the year
• Deputising for the Welcome Manager in their absence as required
• Delivering a high level of customer service and inspiring team members to adhere to high customer service standards
• Supporting the Welcome Manager in reporting data and analysing figures/trends
• Undertaking the induction/ongoing training of staff on all front-of-house procedures, customer care and membership.
• Leading within the team and taking a proactive approach to problems
• Supporting the Welcome Manager with managing Travel Trade bookings to the site and coordinating their visits alongside the Engagement Team
• Undertaking Duty Management as part of a rota including banking processes
• Cash reconciliation including end of day reports and till management
• Working closely with other managers across the Property to deliver functions and events throughout the year
• Sharing the history of the site and the principles of the NTS with visitors onsite
• 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).

The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.

SCOPE OF JOB

People Management
• Not a line manager; but will have a supervisory and leadership role within the Welcome team.
• Will work closely with other property colleagues, and will also have regular contact with specialist advisory colleagues based in other locations and departments (e.g. Central Travel Trade Team).
• Will have regular (daily) interaction with members of the public of all ages and abilities

Finance Management
• Not a budget-holder but will be expected to take responsibility for effective management of Trust resources in the allocated areas
• Share Till Reconciliation Duties with other senior staff, as appointed by Welcome Manager.

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

The above outlines the key skills the job holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required: