Visitor Services

Castle Fraser

Castle Fraser is situated in the foothills of the Grampian Mountains. Only 3 miles from the village of Kemnay the estate is set in the rolling farmland of Aberdeenshire with mixed forestry plantations nearby. The history of the Fraser family goes back to the 15th century with parts of the Castle itself date back to 1576.

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 Castle Fraser (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:

vacuuming, sweeping, mopping, polishing of floors

dusting/polishing of surfaces and fittings such as furniture, ornaments, panelling, stairs, and doors

dusting/wiping of sills, skirtings, door, and window frames

cleaning of windows

cleaning of lavatories, sinks, etc

changing of bed linen and towels, and making of beds

cleaning of bathroom/toilet areas and fittings

cleaning of kitchen areas and equipment

checking functionality of lighting, heating, TV/radio etc

replenishing of welcome/hospitality trays, and consumables

cleaning and providing clean laundry for each occupancy

disposal of general household waste

To be first point of contact in case of queries or questions from clients regarding the holiday property and to provide additional service or help when requested.

Assist with the administration of any repair works.

Monitor the condition of furniture – reporting any loss or damage to the Visitor Services Manager

Ensure COVID 19 Guidelines and Safe Systems of Work is implemented effectively within function and with external contractors.

Undertake any administration required in support of housekeeping, including (but not limited to): planning regimes for routine and in-depth cleaning; stock control and ordering of recommended cleaning consumables/janitorial supplies; recording work undertaken.

Deliver excellent customer care to foster a friendly and inviting atmosphere for visitors.

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.

In accordance with the property’s procedures, share in the common responsibility for the safe evacuation or management of colleagues and visitors in the event of a fire or security alert or alarm. This includes weekly fire alarm checks whilst cleaning and keeping a record of the checks.

POST Museum Assistant (Supply)

GRADE Zero hours contract £12 per hour

HOURS Shifts are allocated Wednesday to Sundays between 10am and 5pm. (Normally a 4-hour shift) Evening shifts will be allocated between 5pm – 10pm. (Normally 3-hour shift)

QUALIFICATIONS & Good general education with experience of public service.
REQUIREMENTS Two references required.

SKILLS REQUIRED Demonstrated ability to communicate with the public.
Demonstrated ability to take responsibility.
Fit and able to assist with the carrying and shifting of equipment.

MAIN AREAS OF WORK Security of public places.
Reception/shop duties when required.
Cleaning, maintenance and exhibition preparation.
Servicing the needs of groups who hire the theatre.
Invigilating in Galleries and Museum

The Stirling Smith is a small museum and art gallery serving Stirling and Central Scotland. We aim to give all visitors and users of the building a pleasurable and satisfactory experience. As the organisation is small, the staff are expected to be flexible, and to undertake a variety of duties. The main duties of the Museum Assistant are to ensure security for exhibitions and public spaces when the Smith Art Gallery and Museum is open to the public, to carry out Reception/Shop duties and facilitate events as and when required, and to assist with cleaning and maintenance of the building.

1 Security of Public Places
1.1 To follow agreed building opening procedures, and see that private sections are protected.
1.2 To supervise the Smith during times when public are admitted.
1.3 To follow agreed closing procedures for the Smith building.
1.4 To be solely responsible for security and safety of the Smith on Saturdays and Sundays.

2 Reception/Shop and other Public Duties
2.1 To staff reception/shop as required, including use of tills.
2.2 The primary duty of a Museum Assistant is the safety and security of exhibitions and public spaces, and to ensure that visitors have a good experience.
In addition, Museum Assistants are expected to assist the public in a courteous manner to ensure their visit to the Smith is to their satisfaction.
Museum Assistants often provide the only personal contact between the Smith and the public. It is important therefore for all staff to be neat and tidy in appearance and appreciate that they are always representing the Smith to the public.
2.3 To answer any questions from the public on the exhibitions/displays and guide where necessary.
2.4 Museum Assistants will be required to be available for evening duty.

3 Cleaning, Maintenance and Exhibitions Preparation
3.1 To clean and dust all display cases.
3.2 To update noticeboard and outside display cases.
3.3 To ensure the grounds are tidy and free from weeds and litter.
3.4 To assist Cleaner with cleaning as required.
3.5 To repaint display areas and boards in preparation for exhibitions.
3.6 To assist with unloading, loading and preparation of both temporary and permanent exhibitions.
3.7 To see that the toilets are tidy, and have supplies of soap, towels and paper throughout the day and during and after events.

4 Servicing the needs of evening groups
4.1 To open – up the building in preparation.
4.2 Lay out crockery/glasses/tables/projectors/stands.
4.3 Adjust seating where necessary.
4.4 Maintain security of the building during group use.
4.5 Clear and tidy after the visit, making sure the building is secure.
4.6 Locking up and setting alarm system afterwards.

2024

As directed by the Visitor Services Manager to carry out a wide range of collections care duties including:

In line with current NTS best practice, clean and care for the collection of furniture, books, artworks, glass, ceramics, metals, textiles, other objects and historic interiors.

Ensure all public areas are kept clean and tidy.

Work with your line manager to allow visitors to interact directly with the objects on display whilst ensuring that their condition is monitored and maintained.

Keep up to date and accurate conservation records.

Help to ensure the NTS Integrated Pest Management regime is in place and monitored.

Help to ensure Emergency Plans and related equipment is up to date

Work with conservation volunteers and take an active role in staff and volunteer training in liaison with your line manager.

Work with other staff to plan and deliver ‘conservation in action’ programmes and other public engagement activities and, where relevant, contribute content to social media.

Ensure collections care, cleaning and conservation materials are available, properly maintained and stored.

Deliver excellent customer care (internal and external) to foster a friendly and inviting atmosphere for visitors, staff and volunteers.

Support 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

To actively feedback visitor comments to develop and improve conservation and visitor experience.

To assist with the set-up, stewarding and break-down of events in relation to collections.

To ensure the site meets with Health and Safety legislation in liaison with your line manager.

To use personal protection equipment as provided and directed by your line manager

To maintain excellent standards of site and personal presentation at all times, working with other Property staff, the Regional Team and contractors.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

This role will assist the property team in delivering a high-quality visitor experience at Bannockburn (including but not limited to):

Providing excellent customer service.

Be responsible and proactive. Ensuring all day-to-day tasks are completed including responding to customer enquiries, answering the telephone, cleaning, recording statistics etc.

Handling cash accurately and processing sales across all platforms.

To ensure perpetually high levels of accuracy are maintained for all transactions and data recording.

To actively drive-up selling opportunities through strong product knowledge and an excellent customer service to maximize sales of admission tickets, membership and donations.

Working with the Guides and supporting with tours.

Cash reconciliation duties including end of day and administration tasks.

Be able to take responsibility for your own development and learning.

Taking booking enquiries and process appropriately.

To develop a working knowledge of the history of the site and being able to relate that to visitors in a friendly and engaging way.

Adhering to the property’s quality standards including wearing of uniform.

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).

KEY RESPONSIBILITIES

Deliver and evaluate the learning programme to ensure its relevance for current and future learners; This includes delivery of school visits and events on a day to day basis;

Recruit volunteers and train staff and volunteers in the delivery of education/event programmes;

Support the Visitor Services Manager in ensuring the best presentation of the property and the safe and efficient provision of quality learning experiences;

Ensure that all learning activities support the Trust’s 10 year Strategy

Ensure Safe Systems of Work are implemented effectively within all activities undertaken and with external contractors;

To connect with the wider “learning team” of the Trust and should work within the overall strategic priorities of the NTS’s learning strategy, and network and attend meetings with learning colleagues from across the organisation (as well as with other colleagues);

Promote Learning and related Events using Social Media.

The duties/responsibilities/accountabilities of this role require the post holder to become a member of the Protection of Vulnerable Groups (PVG) scheme, which replaces the ‘Enhanced Disclosure’ check and is administered by Disclosure Scotland.

KEY RESPONSIBILITIES:

To provide a consistently high standard of visitor care at all times when:

Welcoming visitors and promoting the value of Trust membership

Assisting visitors in selecting and purchasing the most appropriate ticket option

Processing retail deliveries, ensuring that stock is displayed and that the stock is kept tidy

Guiding visitors throughout the property and providing information on its history, its furnishings and inhabitants.

To provide excellent customer service

Handling cash accurately and processing sales

To actively drive up selling opportunities on membership through strong knowledge and an excellent customer service.

Be able to take responsibility for your own development and learning.

Have a flexible approach to working hours and days including working weekend and Bank Holidays as appropriate.

To work across departments when necessary supporting the wider team

To provide consistently excellent customer service when dealing with high volumes of customers and busy periods, including coach visits.

Adhering to the property’s quality standards including wearing of uniform.

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).

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 Disability Discrimination 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 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.

Occasional guiding duties: booked group visits or Museum/ Cottage highlight tours for general visitors.

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

The Museum Domestic Assistant is responsible for a wide variety of duties in connection with the cleanliness and maintenance of the property.  These duties involve keeping the Museum and other areas of the building and Education Pavilion clean and functional, following best-practice at all times, and maintaining its 5 star Visit Scotland rating.  Cleaning and maintenance of the Museum is also key to ensure RBBM achieves its vision of becoming Scotland’s must-see visitor attraction, acclaimed internationally and loved locally.

The working days are 5 over 7 and are mainly 4:30pm-8:30pm but may vary depending on events and function cleans.

Specific duties include:

To ensure that a high level of cleanliness is maintained throughout the Museum and education buildings on a daily basis.

Opening up and securing the Museum building and / or Education Pavilion, including alarm setting, after hours

Each MDA 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.

Wearing correct uniform, name badges, or PPE as required

General cleaning of surfaces (e.g. window-sills, skirting boards and doors) and the vacuuming/cleaning of floors as appropriate and cleaning of the public areas, offices, meeting room, retail, café areas, public and staff toilets and entrances to the Museum and other areas as required.

General maintenance, include things like replacing bulbs, function and event set ups, small DIY repairs.

All MDAs 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 Museum’s Green Tourism Award standards

Report to Line Manager any defects seen which are likely to affect public experience and security.

The MDA is required to use only approved cleaning materials and in accordance with manufacturers printed instructions and COSHH regulations. Chemicals should never be mixed with other chemicals.

Ensure Safe Systems of Work and guidelines are implemented effectively within the role. 

The postholder is required to attend the Trust’s training programs to maintain and improve on their technical skills.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

To provide a consistently high standard of visitor care when –

Welcoming visitors to the café and working in an efficient and knowledgeable manner

Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Equality Act.

Answering visitors queries about the catering offer.

Promoting the National Trust for Scotland and the benefits of membership.

To maintain excellent standards of site and personal presentation –

Ensuring the café is fully stocked and set up daily.

Wearing correct uniform, name badges, or PPE as required.

Working in harmony with other departments within the property.

You must be flexible to meet the needs of the property, this will include weekend working.