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Visitor Services

Hours: 40 hours per week, working any 5 days out of 7. A variety of shifts, worked between 6am and 7pm
Duration: Permanent
Pay: £12.40 p/h

Want to join a friendly, flexible team?

Key responsibilities will include:

– Overseeing cleaning standards on a daily basis
– Providing training to the housekeeping staff
– Undertaking cleaning duties as required
– Taking inventory of cleaning supplies to ensure sufficient stock levels are maintained

The ideal candidate will be committed to delivering high standards in Housekeeping, have a friendly, can-do attitude and a desire to help and assist staff and visitors alike.

Why work for us:

– 10% employer pension contribution (no employee contribution)
– Competitive rate of pay
– Life Assurance
– Complimentary tickets
– Staff discount in the Britannia Gift Shop, Royal Deck Tea Room and The Lighthouse – Restaurant & Bar aboard Fingal
– Free car parking

How to Apply:

Please send your CV, or an email, telling us a bit about yourself and why you are interested in joining us to: recruitment@tryb.co.uk.

Closing date: Ongoing

No agencies please.

Please note, due to the volume of applications we receive, we are unable to respond to unsuccessful candidates. If you have been selected for interview you will be contacted directly

Buccleuch is a diverse and innovative business with a passion for sustainable land use in rural Britain. People are at the heart of Buccleuch, in particular, colleagues, tenants, customers and visitors. Our commercial enterprises, including leisure & hospitality, agriculture, forestry, energy, rural estates and commercial property, provide approximately 500 jobs in local communities.

We are looking for a proactive individual to manage the cleaning and laundry operation at Dabton House, a unique historic, listed building which will host weddings, family groups and shoot parties. Guest expectations will be high, therefore, comfort, cleanliness and a warm welcome will be key; if you are passionate about helping us achieve these, we want to hear from you!

• Can you demonstrate exemplary standards and an eye for detail?
• Do you have experience of holiday let, hotel or private house cleaning?
• Are you hardworking and professional with a flexible approach to work?

Candidates will ideally be available to commence employment from June.

Interested? Please apply by emailing a copy of your CV and covering letter to recruitment@buccleuch.com.

The closing date for applications is 16 May.

Please view our privacy policy at https://www.buccleuch.com/privacy-cookies/

Job Title: Facilities Assistant
Contract Type: Permanent
Salary: £20,460 – £21,681 pro rata
Grade: FC03
Hours: Various hours available – Dunfermline: 15 hours per week, Rothes Halls: 18 hours per week, Lochgelly Centre: 25 hours per week and Kirkcaldy: 30 hours per week
Locations: Various – Dunfermline, Rothes Halls, Lochgelly Centre and Kirkcaldy venues
Job Reference: ON000422

We are OnFife and as Fife’s largest cultural organisation we specialise in making jaws drop, hearts warm, eyes light up and imaginations run wild.  We work with a huge range of partners, artists and creatives and our spaces are some of Fife’s favourite places. An ambitious leadership-oriented charity, we’re built on strong values, and those values make us who we are – Fearless, Inviting, Fair and Exciting.

We’re a real Living Wage employer, and we offer a local government pension scheme, generous holiday allowance and flexible working opportunities.  If you need to travel for work, we can provide pool cars if you’re near head office or pay travel expenses, so you are not out of pocket! Along with this, you can also access discounted gym/swim memberships and other employee benefits.

The Role
We have an exciting opportunity to join our Facilities Management team as a Facilities Assistant at Rothes Halls, Lochgelly Centre or across our Dunfermline or Kirkcaldy venues.

Your days and hours of working will flex to meet the business needs, and this will include weekend and evening work across our venues throughout Fife.

You will be part of the facilities management team undertaking duties relating to the operation of buildings and surrounds grounds, ensuring minimal disruption to the daily activities for users and providing direct customer engagement and support.

The full job description can be found on our current vacancies page on our website.

About You
You’ll have previous experience in a similar role and knowledge to ensure the safety of customers within the buildings. You will be a team player who will be energetic, enthusiastic and have a positive and flexible ‘can do’ attitude. An awareness of compliance and health and safety issues would be desirable.

How to Apply
If you would like to find out more information about this role, you can contact Ayesha Nickson, Venue Manager – contact details can be found on our current vacancies page. When you’re ready to apply, please complete our application form, specifying which location you would like to apply for, and return this along with our completed Equal Opportunities Monitoring Form to the HR team. The application pack can be downloaded from our current vacancies page on our website.

The closing date for applications is 5pm on Thursday 25 May 2023.

Interviews will be arranged week commencing Monday 12 June 2023.

OnFife is an equal opportunities employer.

We are proud to support the Armed Forces community and are committed to the Armed Forces Covenant.

KEY PURPOSE

Under the direction of the Head Gardener and as part of the property team, assist with the conservation and development of the gardens and designed landscape to ensure that the Robert Burns Birthplace Museum (RBBM) is presented at the highest standards to its visitors and guests.

PROPERTY CONTEXT
RBBM and its related properties include Burns Cottage, its surrounding gardens; a neighbouring remnant of the Burnes family smallholding; an Education Pavilion; a strip of parkland linking the Cottage site with the main Museum site; the Robert Burns Birthplace Museum and gardens; the Burns Monument Gardens, containing the Burns Monument, a statue-house; the Brig o’ Doon, including a small area of riverside garden; Auld Kirk Alloway and its Kirkyard (separately maintained by the Local Authority) and two car parks. In addition, the property includes the Bachelors’ Club at Tarbolton and Souter Johnnie’s Cottage at Kirkoswald that may require occasional additional gardens maintenance.

KEY RESPONSIBILITIES

The Key Purposes of the job will be met by:
1. Under the supervision and direction of the Head Gardener undertaking practical maintenance of the garden (e.g. managing trees and shrubs, fruit and vegetable cultivation, care and production, herbaceous plants, and bulbs; turf care; pest/disease/weed control; composting and soil improvement; hard-landscaping; path care; use of lawn mowers, strimmers, hedge cutters etc to the required standards expected by the Trust and for the maximum safety of, and enjoyment by, visitors.
2. Assisting with the management, conservation and development of the garden by using working methods that measurably improve the sustainability of our garden operations, reducing our negative environmental impact.
3. Undertaking such other reasonable duties as may from time to time be required to ensure the smooth running of the property as required by the Property Manager/Head Gardener.
4. Ensuring compliance with the Trust’s health, safety, and environment policies and procedures.
5. The post holder will be given training and supervision for the range of tasks to be undertaken in the garden.

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
 Will work closely with other property colleagues
 Will have regular (daily) interaction with members of the public and guests of all ages and abilities;

Finance Management
 Not a budget-holder.

Tools/equipment
 Will be an occasional user of powered tools such as mowers and strimmers;
 Will be a frequent user of hand-tools such as spades, forks, trowels, rakes, hoes, shears, and secateurs.

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

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

Essential
 Enthusiasm and aptitude for sustainable, naturalistic gardening and a willingness to learn;
 Some previous experience of garden maintenance and development in professional or amateur contexts;
 An awareness of health and safety processes as they relate to garden management and a willingness to work within existing health and safety procedures;
 Enthusiasm and ability to engage with visitors and members of the public;
 Eye for detail and finish.

Desirable
 Experience in the use of basic garden tools, equipment and machinery;
 Experience of working in a garden open to the public;
 Current driving licence valid for driving in the UK.

The Key Responsibilities, Scope of Job, and Required 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.

JOB PURPOSE
The collections and interiors held by the National Trust for Scotland are historically significant and an intrinsic part of the visitor experience at many properties and for many members.
The VSS Collections Glasgow is an exciting new role and the post-holder will be responsible for ensuring the highest standards of collections care, preventive conservation, documentation, access and engagement for the collections & historic interiors across the cluster. Working as part of a multi-disciplinary team, they will ensure the properties remain well presented, well cared for, well protected, well documented, engaging and relevant for the benefit and enjoyment of everyone.
The Glasgow cluster includes Pollok House, Greenbank House, Holmwood House, Tenement House, Weavers Cottage, Wester Kittochside Farmhouse and Mirrlees Drive, although there will be opportunities to travel beyond this cluster on occasion for development and to support and assist other staff across the Trust.
The role will be based at Greenbank House, with travel to the cluster properties as required; some flexible home working will be considered.

KEY RESPONSIBILITIES
• Conduct cluster-wide Integrated Pest Management checks; monitor & maintain the Environmental Monitoring & Control Systems; create, manage & develop Housekeeping Plans, conduct collections handling training and install and improve collections protection; proactively action reported recommendations for treatments and improvements.
• Work closely with the Regional Conservator to improve and develop the collections care and preventive conservation practices & processes across the cluster, assist in remedial conservation planning and conduct conservation cleaning as required; improve storage & access to collections and archives.
• Assist the Regional Conservator in property wide projects, supervise contractors / film crews on site, ensure the collections and interiors remain protected & cared for during building, filming and other events that impact on the collections, as required.
• Assist with the recruitment, training, and coordination of the Visitor Services Assistants (Collections care) across the cluster to plan, deliver, maintain and conduct the conservation cleaning and care of the collections, the historic interiors and other collections spaces to a high standard.
• Use of Trust systems to monitor the condition, security and location of the collections and interiors across the cluster ensuring any damage, deterioration or threats to the collections are promptly reported and mitigated; assist with object loans, acquisitions and disposals: administration of collection enquires.
• Work closely with the relevant property staff across the cluster to achieve the collections objectives ensuring clear channels of communications are maintained at all times.
• Work closely with the Regional Curator to assist with the research, exhibition, presentation, and interpretation of collections and interiors.
• Work closely with the Collections Management Staff, to ensure that the Trust’s object movement and location procedures are maintained, updated and adhered to so that location inventory information remains accurate.
• Purchase, manage and improve conservation / collections care supplies across the cluster in agreement with budget holders and in consultation with relevant property staff and the Regional Conservator.
• Recruit, train and supervise volunteers to assist with the collection care across the cluster as necessary.
• Assist the property staff to deliver training associated with the property Collections Incident Response Plans across the cluster and to ensure these plans are kept up to date.
• Develop knowledge and understanding of the collections and be a passionate advocate for widening access and engaging visitors.
REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
Essential:
• Excellent attention to detail
• Excellent communication skills
• Demonstrable knowledge and delivery of collections care, preventative conservation and collections management practices across a range of materials in a historic house or museum.
• Experience of supervising, training and coaching staff and volunteers and managing rotas
• Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workloads to meet changing demands.
• The ability to think and act quickly in challenging circumstances.
• The ability to work on-site at height and to undertake physical work including climbing stairs, lifting and carrying objects and equipment
• Competent user of Microsoft Office software
• Full UK driving licence & ownership of car with business insurance.
Desirable
• A degree in a relevant subject or equivalent relevant experience
• A demonstrable understanding of the National Trust for Scotland
• Experience of working with a collections management database and other collections documentation
• Experience of recruiting, and managing staff and volunteers and managing rotas
• Excellent customer care skills in an historic house or museum context
• Experience of using social media in a workplace context

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 food and providing excellent customer service?

A visit to The Courtyard Café is an important part of a trip to Haddo House & Country Park, for tourists and locals alike.

The café is a family and dog friendly venue, located within the original stable block at Haddo House.

With a mixture of indoor and outdoor seating we aim to cater for everyone, from the grab and go dog walker to the leisurely Sunday brunch crowd.

We pride ourselves on a warm welcome and a homely menu, serving up soups, as well as hearty meals such as macaroni cheese and deliciously tasty sandwiches. We also have a variety of treats for the sweet-toothed visitors, not forgetting our fabulous scones, seasonal milkshakes, and specialty coffees.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Visitor experience

• Offer excellent customer service and ensure all members of the catering team do the same.
• Delivering high standards and a consistently warm welcome within the catering department
• Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing and security of buildings, addressing issues and emergency procedure and providing relief cover, as required.

Catering operation

• Plan, prepare, cook, and present food of the highest quality and standard.
• Ensure that food is prepared and served in a timely manner.
• Lead with menu development ensuring presentation of a high-quality food and drink offer.
• Ensure compliance with health and safety, food hygiene, food allergen, licensing, and environmental health standards, completing all related record-keeping.
• Accountable for cost-effective stock management, ordering, storage, and wastage control.

People management

• Supervise the activities of a team of permanent and seasonal Visitor Service Assistants (VSAs), achieving excellent staff performance and motivation through effective induction, training, task-setting and coaching on front and back-of-house routines.
• Prepare catering rotas and holiday allocation to meet business needs.
• Work closely with specialist advisory colleagues, i.e.our Trust-wide Catering Development team
• Instill a Health & safety and Environmental health culture throughout the catering operation

Finance Management

• Share responsibility for achieving the catering budget together with the F& B Manager
• Monitor commercial performance and adjust activities to capitalize on sales opportunities and run a cost-effective catering operation.
• Supervise daily café till operations and perform end-of-day income reconciliation
• Assist the F&B Manager with menu costing and stock-taking.
• You may have delegated tasks within other departments, and you will understand and help deliver the overall property business plan
• This role is one for which the duties, responsibilities or accountabilities of the role require you to undertake a criminal records check, specifically a Standard Disclosure.

Performance indicators and targets

• Weekly, monthly and annual sales and cost of sales targets
• Food compliance standards and record-keeping
• Visitor enjoyment reviews and ratings from visitor surveys and visitor feedback

Tools / equipment / systems

• Access to laptop and relevant online people management, training, financial monitoring and stock ordering systems, including NTS intranet and Microsoft 365.
• EPOS tills and chip and pin machines.
• Fully equipped commercial catering kitchens.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
• Level 2 Intermediate Food Hygiene Certificate or above.
• Barista experience
• A full, clean driving license for driving in the UK.

Desirable
• A formal qualification in Catering, Hospitality, Tourism or Event Management.
• A recognised SQA Licensing Qualification e.g. Scottish Personal License Holder’s Certificate and Personal License.
• Recognised First Aid Qualification (or willingness to train and use this, if not already held).

Experience & Skills

• Successful background in supervising and managing a busy catering environment.
 Ability to display a real passion for food and customer service.
 Ability to be proactive and to take initiative
 Computer literacy with excellent ability on MS software.
 Excellent leadership and influencing skills, supervising and supporting staff on a daily basis.
 Experience of cash handling, monitoring and interpreting financial data
 Well-developed time management and organisation skills.
 Understanding of and belief in the work of the National Trust for Scotland

DIMENSIONS AND SCOPE OF JOB

Scale
 Haddo House is being developed as the Trust’s flagship property in North Aberdeenshire. Haddo Country Park attracts in excess of 270,000 visitors per year and the aim is to translate these numbers into increased visitor numbers and income for Haddo House and its commercial functions. The property has an attractive café and courtyard outdoor eating area, a fully equipped kitchen, retail and admissions area, meeting facilities, a large 250 seated main events hall/ theatre space as well as the Georgian Mansion House and the aim is to improve and develop these facilities over the coming years.
 Haddo House Courtyard Cafe currently generates approximately £130k income per annum, though the aim is to grow this over the coming years, including increasing the amount of in-house catering and developing bar provision for small to medium functions.

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

This job exists to manage and develop Fyvie Castles functions and events business and corporate -private hires. The Visitor Services Supervisor will ensure income opportunities are maximised in the context of consistently high standards of customer care and Castle presentation.
Functions at Fyvie Castle can range from intimate family dinners and tours to large corporate events and weddings for up to 90 guests. Every function requires the same level of planning and care, to deliver an outstanding product to our clients.
As Visitor Services Supervisor you must have good self-motivation and organisational skills and be able to lead a team of staff and external contractors, to deliver events in a smooth and professional manner.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The key purposes of the job will be met by:
• Developing and managing relationships of trust with potential and existing corporate and private hire clients, such that Fyvie Castle continually develops and maintains its status as a ‘destination’ venue, renowned for its excellence of customer service.
• Supervising teams which include members of other Castle departments and outside contractors such that there is absolute clarity of objectives, tasks and standards; and ensure their delivery towards a collective goal.
• Provide duty management cover for the main visitor attraction as and when necessary, as part of a team of duty managers. To ensure the overall visitor experience remains to the highest standard.
• Developing and managing the functions business to increase income as part of the property’s drive for sustainability and help raise the profile of the work of the Trust at Fyvie Castle in its wider context.
• Managing allocated budgets to ensure that income targets are met, or exceeded, and that expenditure is prudent and ‘value for money’
• Maintaining and recording all communication pertaining to functions and events, such as dealing with emails, keeping the event diary up to date and informing relevant departments of planned activities.
• Managing equipment and supplies, such as banqueting furniture, catering equipment and supplies, to ensure the operational efficacy of the Castle.
• Working within the Health & Safety regime to ensure the H&S of staff/volunteers, clients and visitors within the context of the Trust’s “Safe System of Work” regime.
• Coordinating, supervising and personally participating in the delivery and staffing of weddings, functions and events with the advice and support of the Visitor Services Manager and other team members.
• Demonstrating responsibility and accountability that all functions and events are in line with the Trust’s Environmental Policy and being mindful of the Trust’s obligations to minimise the impact on the environment through efficient use of water/heat/light, recycling and disposal of waste and considered use of transport.
REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
The above outlines the key skills the post-holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required:
Essential
• Event Management experience demonstrating organisational, time management and coordination skills
• Proven sales skills with the ability to achieve targets
• Strong personal belief in the value of excellent customer care with the ability to translate this into actions
• Excellent team worker with the ability to work constructively between different teams, and lead and motivate others
• Effective verbal and written communication skills combined with confidence in dealing with a wide range of customers
• Hardworking and willing to keep a flexible work pattern
• A willingness to work with and support other departments as and when the need arises
• An understanding and commitment to the aims and objectives of the National Trust for Scotland
• Competent user of Microsoft Office products
• Hold a clean and current UK driving licence.
Desirable
• A formal qualification in Hospitality or Event Management
• Personal licence holder (or be willing to train)
• Current First aid certification (or be willing to train and use)
• Current food hygiene certification (or be willing to train)
DIMENSIONS AND SCOPE OF JOB
• The post involves some physical activity including prospective client tours of the facilities and lifting and
carrying. The Castle is split over several levels, many of which are not accessible other than by the stairs.
• Due to the nature of a hospitality/functions business frequent evening and weekend work can be expected.
• The post-holder may be required to undertake errands around the estate and to/from local businesses as well as attending meetings at other Trust venues, practical only by vehicle.
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.

JOB PURPOSE

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at Fyvie Castle.

Fyvie Castle 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. We are looking for people who have experience or a keen interest in Catering.

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.

Financial Responsibilities

• To adhere to all financial procedures to include till operations and cash reconciliation duties.
• Help achieve sales targets and membership recruitment targets.
• Upsell products within the café.
• Actively feedback visitor comments to line managers to improve offer, service and operation.

Health and Safety
• To ensure the site meets with the Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and site is secured at end of the day.

QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Experience
Essential
• Ability to work within a team, with minimal supervision, to a high and safe standard.
• Ability to be flexible and adapt to various working patterns.
• Ability to adjust pace to match customer flow without compromising quality of service.
• Excellent front of house persona – warm, welcoming, patient and understanding.
• Excellent selling skills.
• Genuine belief in the value of good customer service.
• Ability to be proactive and to take the initiative.
• Excellent personal presentation.

Desirable
• Basic Food Hygiene Qualification.
• Demonstrable experience in sales, EPOS systems and cash handling/reconciliation.
• Experience in a customer facing role.
• Catering experience.

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.

JOB PURPOSE
This is a fantastic opportunity to work as part of our leadership team at the iconic Crathes Castle, Garden and Estate, which attracts hundreds of thousands of people from across the globe every year.

You will be responsible for the day-to-day catering operations at our popular Crathes Castle Café 1702 and catering outlets. You will deliver our quality standards and performance targets, ensuring we offer customers a fantastic Food & Beverage experience.
You will be an enthusiastic team player who can supervise, coach, and motivate your team. You will also be part of a broader duty management team responsible for promoting good communication across the site and a joined-up visitor services provision.
As a charity, every penny we raise goes back into the National Trust for Scotland’s conservation work, caring for this special place. You will lead by example to produce an enticing Food & Beverage menu, to recommend and upsell our range, and to promote complementary income-streams like retail, memberships, and donations. You’ll help answer visitors’ questions about things to do here and share your enthusiasm for Crathes Castle stories, the work we do and what their money is funding.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Supervising/undertaking the day-to-day operation of the property and environs to ensure an excellent customer/visitor experience. This includes supervision of:
• Catering offer, including ordering, merchandising, sales targets;
• Line management of Visitor Services Assistants and volunteers
• Duty management and oversight/maintenance of the property
• Ensure the property social media is managed to generate interest, engagement and help drive visitors
• Security of the Property;
• Health & Safety procedures, emergency procedures, and environmental procedures;
• Deputizing for the VSS Operations on-site and off-site as required

Responsible for day-to-day financial administration at the property, including:
• Ensuring the completion of Cash/till reconciliation;
• Week-end reports and reconciliation;
• Completion of the banking and all cash handling processes

Supporting the VSS Operations with
• 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.

Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications

• No formal educational qualification required (but see “Experience” below);
• A full, clean driving license for driving in the UK.

Skills, Experience & Knowledge

Tools/equipment and cleaning chemicals:
• Occasional user of cleaning chemicals.
• Expected to become familiar with and comply with the property’s Health and Safety policies or ‘Safe Systems of Work’

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential:
• Ability to work within a team or independently, with minimal supervision, to a high and safe standard.
• Experience of working in a catering role, including supervision of staff and/or responsibility for specific activities;
• Excellent organizational, administrative and time-management skills with the ability to priorities and re-priorities workload to meet changing demands;
• Proven sales skills with the ability to achieve targets;
• The ability to think and act quickly when confronted with emergencies;
• Competent user of Microsoft Office products;
• An understanding and commitment to the aims and objectives of the National Trust for Scotland.
• Ability to be flexible and adapt working patterns and tasks to meet day-to-day variations in property needs.
• Ability to adjust pace to match customer flow without compromising quality of service.
• Excellent front of house persona – warm, welcoming, patient and understanding.
• Excellent selling skills.
• Ability to do basic cooking.
• Genuine belief in the value of good customer service.
• Ability to be proactive and to take the initiative.
Desirable:
• Access to own transport
• Basic Food Hygiene Qualification
• Demonstrable experience in sales with experience of EPOS systems and cash handling/reconciliation.

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.

JOB PURPOSE

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

Visiting our Cafés is an essential part of the visitor experience and the role of the Visitor Service Assistant – Food & Beverage is to make it a positive and memorable part of a visitor’s day with us.

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

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

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

• To maintain excellent standards of site and personal presentation at all times;
• Welcoming visitors to the site and processing their catering purchases in a friendly, efficient and knowledgeable manner.
• Serving visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act;
• Serving international visitors and aiding with specific needs.
• Serving 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;.
• Ensuring all food and produce is prepared and displayed to a high standard;
• 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; Admissions, Retail, Maintenance and site repair employees/contractors.

Catering /Retail/Events/Cashier duties
• To ensure good housekeeping of catering kitchens, serveries and back of house areas.
• To assist in achieving site catering targets.
• Ensure that food offerings are consistently served at healthy standards
• Safely operate appropriate machinery and equipment for assigned tasks
• To actively upsell products and services to facilitate the visitors’ enjoyment.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work flexibly across sites as needed.
• Report all incidents directly to line manager

SCOPE OF JOB

Customer Service

• Regular interaction with members of the public of all ages and abilities.

Teamwork

• Regular interaction with employee and volunteer colleagues to share daily tasks and support a smooth visitor operation

Sales, stock and financial processes

• Help achieve sales targets and membership recruitment targets
• Operate tills and share end of day cash reconciliation duties, as appointed by VSM- Food & Beverage

Tools/equipment and cleaning chemicals

• Occasional user of cleaning chemicals.
• Expected to become familiar with and comply with the property’s Health and Safety policies or ‘
Safe Systems of Work’

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential:

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

Desirable:
• Previous experience withing café, restaurant, and events operation with Food & Beverage background
• Basic Food Hygiene Qualification
• Demonstrable experience in sales with experience of EPOS systems and cash handling/reconciliation
• Access to own transport

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.

JOB PURPOSE
To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining the excellent standards we set across our properties to enable us to provide the best possible experience for our visitors. Providing an efficient, reliable service and high standards in housekeeping based on the needs of the property. Specifically, to ensure that all areas and public areas are cleaned and maintained to the highest standards, to make the property the best possible place to visit and work.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
The Housekeeper is responsible for a wide variety of housekeeping duties in connection with the well-being and care of the visited, non-visited and holiday accommodation at Crathes Castle and Estate per the Trust’s Housekeeping Procedures Manual, including the following:

• 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

• Assist with the administration of any repair works, liaising with the Visitor Services Supervisor to arrange necessary repairs.
• 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.
• Ensuring a high standard of cleanliness to all visited and non-visited areas of the property as directed by your line manager
• The general ongoing operational cleaning of all areas as necessary, as toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required etc
• Checking of domestic inventories during changeover
• Reporting losses/breakages, wear and tear and repairs required immediately to your line manager
• The current duties of this job do not require a criminal record (Disclosure Scotland) check to be carried out.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
No formal educational qualification required.
Skills, Experience & Knowledge
Essential
• Sound previous housekeeping experience including
• Clean and current driving license
• Cleaning and presentation of areas open to the public or holiday-rental accommodation
• Personal commitment to high standards of cleanliness
• Personal commitment to excellence in customer care
• Flexible, helpful outlook to customers and colleagues
• Attentive to detail with an eye for presentation and finish
• Excellent interpersonal skills, with an ability to get along with a wide range of people
• This is a physical job, which will normally include use of vacuum cleaners and other cleaning tools and products as well as lifting, fetching and carrying laundry and objects
• Working flexibly in response to the needs to the business, including evening/weekend work and lone working

The Key Responsibilities, Behaviours and 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.

JOB PURPOSE
This is an exciting opportunity within the heritage industry and the ideal candidate must be passionate about our vision for the future and what we do every day as a business: bringing people together and giving them the greatest visitor experience.

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, this postholder will ensure the smooth running of our wedding operation from enquiry to delivery.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Catering/Events
 To assist with the set-up, stewarding and break-down of events and functions.
 To be the point of contact for all weddings.
 To manage wedding bookings and all enquiries.
 To ensure good housekeeping of Ossians Hall.
 To actively upsell memberships and services to facilitate the visitor’s enjoyment.
 To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
 To work flexibly across departments and sites as needed.

To provide a consistently high standard of visitor care at all times
 Welcoming visitors to the site 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 and the local area.
 Providing information about the site, its history.
 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 Ossians Hall, sweeping, dusting and polishing when required and window cleaning.
 Ensuring hall is ready to open and welcome couples by the set opening time.
 Wearing correct uniform, 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; rangers, operations, grounds maintenance and site repair employees/contractors.

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
Essential
 No formal educational qualification required (but see “Experience” below).

Desirable
 A full, clean driving license for driving in the UK.

Skills, Experience & Knowledge
Essential
 Demonstrable experience in a customer-facing role, delivering impeccable customer care through excellent inter-personal skills.
 Excellent “front of house” persona – warm, welcoming, patient, understanding.
 Excellent selling skills – adaptable to customer type and product.
 Demonstrable excellent time management skills and the ability to prioritise.
 Flexible, helpful outlook to customers and colleagues.
 Knowledge of Microsoft excel and Microsoft outlook.
 An understanding and commitment to the aims and objectives of the National Trust for Scotland.
 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.
o 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.

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 their general abilities.