Visitor Services

JOB PURPOSE

To clean and maintain Robert Burns Birthplace Museum, to ensure the Museum retains its 5 star Visit Scotland rating and to enhance the visitor experience at the property. The Museum Domestic Assistant should provide an efficient and effective service through high standards of cleaning and maintenance based on the needs of the property all year round, including events and functions.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

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 COVID 19 Guidelines are implemented effectively within function and with external contractors.
• Will be a frequent user of cleaning materials and tools. The postholder is required to attend the Trust’s training programs to maintain and improve on their technical skills.

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

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

No formal educational qualification required.

Essential

• Sound previous housekeeping experience including
• Be flexible to changing demands of the post
• Be responsible, thorough and methodical
• Initiative and the ability to work without supervision, but also as part of a team
• Personal commitment to high standards of cleaning and maintaining a 5 Star Visit Scotland attraction.
• Attentive to detail with an eye for condition, presentation, and finish.
• Must have an appreciation of the importance of the collections at the Robert Burns Birthplace Museum.
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland.
• This is a physical job, which will normally include use of ladders, stepladders, working at heights, lifting, fetching and carrying objects.
• Working flexibly in response to the needs to the business, including evening/weekend work and lone working
• A pro-active approach to taking initiative and to driving forward ideas and projects designed to improve daily operations and deliver an exceptional visitor experience.

Desirable
• Previous cleaning experience in 5 star visitor attractions, Museum, etc.
• Clean and current driving license

The Purpose, Context, Key Responsibilities, and Person Specification reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

JOB PURPOSE

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at House of Dun.
House of Dun is a fabulous place for tourists and locals to soak up the atmosphere of old Scotland. Staff should be passionate about delivering outstanding customer experiences to our visitors and guests and able to maximise opportunities to generate income. It’s important that Visitor Service Assistants (VSA’s) ensure the property and its assets are safe and secure. Furthermore, we’re looking for team workers who are also able to use their own initiative and are driven to make a difference.

This role is about creating a 5 star visitor experience and providing outstanding customer service.

As a member of our Visitor Services team your job is to give visitors from across the globe a warm welcome to House of Dun and help generate the income that enables us to care for the property and other National Trust for Scotland properties.

Visiting our House by guided tour is an essential part of the visitor experience and the role of the Visitor Service Assistant – Guide is to make it a positive and memorable part of a visitor’s day with us. As a VSA-Guide you will conduct tours round the property in period costume. You will be trained on the history of the Family and Property as well as the tour delivery.

You will help us maximise sales through excellent customer service and product knowledge, taking a pride in presentation and effective behind-the-scenes processes.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

1. To provide a consistently high standard of visitor care at all times when:
2. Welcoming all visitors to the site and processing their catering purchase in a friendly, efficient and knowledgeable manner; supporting visitors with special needs / impairments and providing a high level of service.
3. Answering visitors’ queries about the catering offer, deals, seating, and ingredients.
4. Checking on how visitors are enjoying their experience of catering at House of Dun and enquiring whether all their needs are met.
5. Consistently presenting high quality plating of food.
6. Promoting the National Trust for Scotland and the benefits of membership of it.
7. To maintain excellent standards of site and personal presentation at all times
8. Have a flexible approach to working hours and days including working weekend and Bank Holidays as appropriate.
9. The general ongoing operational cleaning of all areas as necessary
10. Adhering to the property’s quality standards including wearing of uniform.
11. 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).
12. Ensuring site is ready and open to welcome visitors as per staff handbook
13. Operate tills and share end of day cash reconciliation duties, as appointed by VSS Food & Beverage

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential:

1. Ability to adjust pace to match customer flow without compromising quality of service.
1. Ability to work within a team or independently, with minimal supervision, to a high and safe standard.
2. Ability to be flexible and adapt working patterns and tasks to meet day-to-day variations in property needs.
3. Excellent front of house persona – warm, welcoming, patient and understanding.
4. Excellent selling skills.
5. Genuine belief in the value of good customer service.
6. Ability to be proactive and to take the initiative.

Desirable:
1. Access to own transport
2. Comfortable with public speaking

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

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

PURPOSE OF THE ROLE:

To help maximize 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 provide an efficient, reliable service and high standards in collections care and general cleaning at the property.

KEY RESPONSIBILITIES:

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.
 Assist with collections care at other cluster properties, if required.
The Visitor Services Supervisor (Collections Care) based at the Newhailes will have an overview of non-operational documentation, such as housekeeping plans.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential Qualifications and Experience

 Experience of interacting with the public and of providing excellent customer care.
 A good team player.
 A flexible approach to work, multi-tasking and working with staff across various departments.
 Good time management.
 A strong eye for detail.
 Good interpersonal and communications skills.
 Willingness to learn new techniques & activities, e.g. collections care, object handling etc.

Desirable Qualifications & Experience

 Demonstrable experience in collections care or cleaning within historic buildings.
 Good understanding of preventive conservation and environmental monitoring.
 An interest in history, conservation and the care of collections.
 Experience of working with volunteers.
 Knowledge of Health and Safety and emergency procedures.

DIMENSIONS AND SCOPE OF JOB

Tools / equipment / systems

 All equipment and cleaning materials are provided.
 Conservation and collections care training will be provided.
 This job involves lifting and carrying, working at height and use of ladders & scaffold towers.

Workplace context

 This role is based at the Georgian House, but may include occasional work at other cluster properties (Gladstone’s Land and Newhailes)
 The Georgian House is an 18th century townhouse in Edinburgh’s New Town, designed by Robert Adam. Access to most of the property is via stone staircases and there is no lift.
 This job does not require you to undertake a criminal records check.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

Do you have a passion for cleanliness, presentation and maintaining high standards…

Ian Macleod Distillers Ltd… ‘An international, entrepreneurial, brand-led, successful, sustainable and respected, family business’

Thanks for your interest in this opportunity with Ian Macleod Distillers. We own some exquisite brands such as Glengoyne, Tamdhu and Edinburgh Gin. If you haven’t already, please browse around our company internet pages, immerse yourself in our colourful history and sample the details of our brands. As we start to tantalise your taste buds and whet your appetite for a career here with us at Ian Macleod Distillers, you will really get to understand just why our team members and customers are indeed so passionate about all things Ian Macleod!

Our opportunity…

Glengoyne…

Since 1833, we have been making our wonderful malt whisky… We have a multi award winning premium whisky and our visitor experience is rated on Trip Advisor as one of Scotland’s top rated tourist attractions! Nestled in a beautiful and picturesque setting just north of Glasgow, stands our beautiful Glengoyne Distillery. At the heart of our brand, product and experience are our people… it’s our people who make all of the magic happen!

We currently have an opportunity for an experienced, hardworking and reliable individual to join the Glengoyne family in the role of Housekeeper. As part of our small team of Housekeepers, you will be responsible for ensuring Glengoyne is maintained to the highest standards, providing our visitors with an all-round world class experience!

So… if you are passionate about cleanliness, presentation and maintaining high standards then this could be the role for you! We’re looking for someone who is efficient, can use their own initiative, has a positive work attitude and displays strong attention to detail. In addition, a warm and friendly personality will fit in well amongst the team. The day to day activities will include full cleaning of the visitor centre and staff office areas which will ensure the Distillery is in perfect condition ready for the arrival of our visitors.

This role will be offered on an annualised hours basis. In practical terms it is anticipated the role will be based on an average of c.24 hours per week. Expected working hours would however need to cover between 6.30am to 12.30pm on a ‘c.4 from 7’ day rotational basis.

As working shifts will be dependent on the needs of the business, hours may fluctuate in line with consumer demand, so we are therefore looking for individuals who are flexible in their approach. Glengoyne is located North of Glasgow on the A81 at Dumgoyne, and as a result of the hours required and the flexibility needed, it is anticipated that applicants need to live within commuting distance to the Distillery and ideally with their own transport given the remote location and the hours to be worked. Candidates must also be able to demonstrate that they currently have the required documents to live and work in the UK.