Visitor Services

KEY PURPOSE

To ensure that the garden and related policies of Crarae Garden are managed and maintained as a nationally recognized gardens of historical and horticultural importance, contributing to the property’s’ overall conservation and development, and its enjoyment by visitors and supporters.

The role of ‘Gardener’ as a key member of the Crarae Gardening Team will be heavily involved in the care and maintenance of the gardens and wider designed landscapes. This is a full time; permanent post and the successful applicant must be able to drive.

CONTEXT

Crarae is one of the finest examples of an exotic Himalyan style woodland garden. Set beside the banks of Loch Fyne, this unique 40 hectare garden is planted around the glen of the steep sided Crarae burn. The garden was started by Grace, Lady Campbell in 1912 and includes a National Collection of southern beech as well as excellent examples of rhododendron, maples, mountain ash and eucalyptus.

Under the direction of the Head Gardener, with supervision from the First Gardener, and as part of the property team, you will assist with the conservation, maintenance and development of the garden and designed landscape to ensure that Crarae Garden is presented to the highest standards to its visitors and guests.

As such, we are looking for a knowledgeable and passionate horticulturist to work with our enthusiastic team of staff and volunteers and to assist with the continued development of a wide range of horticultural aspects of the garden as well as increasing the overall importance of Crarae Garden as a visitor attraction.

KEY RESPONSIBILITIES

The Key Purposes of the job will be met by:
1. Undertaking practical maintenance of the garden (e.g. managing trees and shrubs, herbaceous plants, and bulbs; turf care; pest/disease/weed control; staking, plant nutrition, composting and soil improvement to the required standards expected by the Trust and for the maximum safety of, and enjoyment by visitors including other professionals in the horticultural industry;
2. Demonstrating: self-motivation, organisation, planning, prioritisation, good time management and attention to detail;
3. On occasion, supervising and working with volunteers and/or staff members to ensure they deliver required outputs at the appropriate standard, and gain benefit/satisfaction from their activities;
4. Undertaking other reasonable duties as may, from time to time, be required to ensure the smooth running of the property;
5. Ensuring compliance with the Trust’s health, safety, and environment policies and procedures.
6. Fostering positive relationships with local communities and organisations and promote the work of the Trust.

SCOPE OF JOB

People Management
 Not a line manager but will, on occasion, supervise volunteers and staff under instructions from the Gardens and Designed Landscape Manager (GDLM) or Visitors Services Manager;
 Will work closely with other property colleagues, and will have some interaction with other technical/specialist advisory colleagues based in other locations and departments (e.g. other NTS gardens in South and West)
 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 a user of driven vehicles such as ride-on mowers and tractors;
 Will be a frequent user of powered tools such as Blowers, mowers, strimmers, hedge-cutters;
 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
 A college Diploma in Horticulture or demonstrable equivalent knowledge;
 Practical experience in general amenity gardening ideally in a garden open to the public.
 Demonstrable skills in plant husbandry, particularly trees, shrubs, herbaceous plants, turf culture and pruning.
 Sound demonstrable plant knowledge and identification skills.
 Sound knowledge of basic tool and machinery use and maintenance
 Some practical knowledge of Health and Safety processes and procedures and the ability to work effectively within these processes.
 Excellent interpersonal and communication skills; confident in interacting and dealing with a wide range of people; and able to represent the Trust.
 Good organisational and time-management skills – including the ability to prioritise work where necessary and also the ability to work using own initiative, in the absence of direct line management.
 Eye for detail and finish, quality standard and best practice.
 Current driving licence valid for driving in the UK.

Desirable
 Competent IT skills sufficient for maintaining plant records, use of the internet/intranet, assisting volunteers, on-line learning etc.
 Skills in arboricultural techniques, basic chain-saw certificates – CS30 & CS31, or willingness to be trained in the basic use of chainsaws and to exercise that training.
 Experience of working in a mixed-team that includes short-term/seasonal staff and/or volunteers.
 PA1 and PA6 spraying certificates, or willingness to be trained in the use of pesticides and to exercise that training.
 Be willing to undertake aerial tree climbing and rescue assessments.

The National Trust for Scotland

The National Trust for Scotland is an independent charity set up in 1931 for the preservation and conservation of natural and human heritage significant to Scotland and the world. The Trust has become Scotland’s largest membership organisation and a leader in conserving and promoting the nation’s treasured places and collections so they can be enjoyed by present and future generations. The Trust’s 10 Year Strategy: Nature, Beauty and Heritage for Everyone has recently been launched with a strong focus on caring for Scotland’s special places through best practice in conservation.

Visit: https://www.nts.org.uk/our-work/our-strategy

The Fyvie Castle and Estate Development Project

The National Trust for Scotland is commencing a programme of work to develop and conserve Fyvie Castle and its wider estate for future generations to enjoy. Fyvie is a nationally and internationally significant place, with a unique story and status that has consistently delighted and entertained its guests.

The Project’s catalyst was a conservation need for the principal building, Fyvie Castle, however, a more holistic approach to this multifaceted site is now being considered, including Old Home Farm, which is currently on the Buildings at Risk Register alongside the wider grounds and estate assets of Fyvie. To enable this the NTS engaged with a firm of specialist heritage planners and an outline masterplan and business case is in place for the whole Fyvie estate. The Project Director will be required to engage with this strategy and be the leading figure in initiating and delivering an agreed masterplan programme.

We hope that by exploring the lives of the most influential people in the history of Scotland and using its exceptional collections, buildings, and landscapes, with the Forbes-Leith’s legacy as the historical bridge and conceptual framework that Fyvie will make strong links across time and space.

Fyvie will be alive in the legacy of the Forbes-Leith era, becoming a model for the quality of its hospitality, fun and care for all its guests. It will be a place that engages diverse audiences – drawing international visitors to its award-winning experiences whilst ensuring that it is a neighbourly place for its local communities – and is embedded in their everyday lives.

Fyvie will be a place of deep, tangible impacts, inspiring ambition, and creativity in people – not just through its interpretation and curatorial activities, but also as a place where people can learn new skills for work, understand (and be involved in) cultural, technological and environmental sustainability, and realise opportunities to grow the local economy.

Project outcomes:
• The physical condition of the assets across the Fyvie estate will be considered good when reviewed under the NTS condition framework.
• Successful delivery of the masterplan for Fyvie castle and estate.
• Re-establishing Fyvie’ s rightful place in history by maximising the assets;
o The interior and exterior of the Fyvie Castle
o The garden of Scottish fruits, including garden structures and walls.
o Rejuvenation of the Racquets Court & Skittles alley
o Showcasing the Museum accredited collection within the property to provide a five-star visitor experience.
o Installing critical facilities for both visitor and staff facilities to support the operation of the site.
• Fyvie Castle will be an environmentally and financially sustainable site, demonstrating best practice within the NTS portfolio.
• The project shall prioritise the development of its audience and guest engagement and share the ‘journey’ within the NTS as well as the local community and wider community of interest.

JOB PURPOSE

This job exists to:

Lead the Fyvie Castle & Estate Development Project and to plan, coordinate, manage, review and report all client-related activity on the project. In this role you will be the representative of the Client Oversight Group who in turn report to the Trust’s Executive Committee and Board. You will develop and deliver the Project to the requirements of internal ‘Customer’: The Regional Director.

Provide leadership to a team made up of internal NTS specialists and external consultants.

Be the conduit between external communities of interest, consultant teams and internal NTS teams.

Ensure that the project is delivered to meet the needs of the National Trust for Scotland and all statutory requirements and that the project progresses and is delivered to the desired quality within programme and budget.

Manage stakeholder relations and promote the project locally, nationally and internationally.

Maximise the opportunities to deliver core NTS objectives through the project delivery and the completed Fyvie Castle site.

Ensure that the project is handed over and closed in accordance with the NTS Project Management guidance, including developing and delivering an effective ‘soft landing’ strategy, organising necessary training on systems, post project evaluation and archiving of key Project documentation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

1. As the agent of the NTS Client Oversight Group, you will lead the Fyvie Castle Conservation Project and deliver exemplar conservation and refurbishment that respects and preserves the original design intent, while maximising access and benefit for all.
2. Manage the project from start-up to project close in accordance with NTS Project Management processes, producing, circulating and maintaining all project controls and documentation with particular emphasis on governance, managing risk, quality, cost, programme and change. Note this activity may in due course be undertaken in collaboration with external project managers.
3. Develop the overall Project Brief in consultation with internal teams and stakeholder groups and lead the delivery of that brief on behalf of the internal Customer. The Brief will set out the aims and objectives of the Project, its budget, programme and quality standards for approval by the Trust, including but not limited to:
a. Project Management Strategy in collaboration with NTS Head of Project Management.
b. Procurement plan in collaboration with NTS Head of Procurement.
c. Operations plan in collaboration with Operational Management Team.
d. Conservation strategy in collaboration with internal NTS specialist departments and external experts and consultants.
e. Stakeholder management plan in collaboration with NTS Communications Team.
f. Fundraising plan in collaboration with NTS Fundraising Team.
g. Change management process.
h. Risk and opportunity management process.
i. A BIM enabled future maintenance strategy.
4. Continually manage and monitor project quality, budget and programme, managing change and provide early warning of damaging divergence, risks and opportunities. Take action to rectify or mitigate as required and report regularly to the Project Client Oversight Group, Trust senior leadership and Board.
5. Ensure that Project delivery is managed in a sustainable a way as possible with minimum environmental impact.
6. Develop and deliver a strategy for a ‘low carbon’ Fyvie Castle site on completion of the Project.
7. Produce specific briefing documents for consultants and contractors and develop a procurement strategy. Lead the procurement of a suitable consultant team and contractor(s) to work with internal NTS specialists to deliver the project.
8. Organise and deliver audience research and development to help guide the development and ambition of the project.
9. Consider, consult and advise on optimum contract and insurance arrangements for the Project.
10. Bring together an internal team of specialists from across the Trust, to work alongside the external consultant team to develop and deliver the project and maximise shared learning across NTS.
11. Review design team proposals and monitor standards of workmanship to ensure compliance with the project brief.
12. Manage and monitor project delivery to ensure compliance with all statutory regulation including the Client duties contained in the Construction Design and Management Regulations 2015 (CDM).
13. Collate and maintain the Project Risk Register and advise the Trust on the management of Project risk. Convene and chair a risk management panel to ensure full understanding of all risks and opportunities.
14. Consult, liaise, inform and negotiate at all stages of the project with the local planning and building control authority, Historic Environment Scotland and other key external stakeholders such as the CRM Society, to allow them to act as advocates for the project.
15. Represent the Project and NTS at internal, local, national and international forums.
16. Liaise with other project teams across NTS to share learning, promote continual improvement and ensure a uniformly high standard of project management.

JOB PURPOSE
To provide operational coordination and supervision of retail, learning, visitor services, and events at 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 catering, retail, events and duty management is very often the “face” of the Trust to visitors and suppliers. As such, s/he directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Supervising/undertaking the day-to-day operation of the Palace and gardens to ensure an excellent customer/visitor experience. This includes supervision of:
 Visitor services, catering, events and retail 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.
 Deliver the schools programme to meet the targets for number of visits, revenue generated.
 Support the informal learning and community engagement / outreach activity.
 Ticketing & Membership sales (to targets) and general customer service (individuals, education visits, other groups).
 Security of the Property;
 Health & Safety procedures, emergency procedures, and environmental procedures;
 Deputising for the Visitor Services Manager / Operations Manager 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 Visitor Services Manager 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.

Working closely with other managers & supervisors across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spend and support overall Property targets.

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
Essential
 Significant previous experience of working in an operations role in the retail/visitor/heritage attraction industry – including supervision of staff and/or responsibility for specific activities.
 Previous event coordination/management experience.
 Strong personal belief in the value of excellent customer care with the ability to translate this into actions;
 Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise 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.
 First Aid certificate or willingness to get one.
 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.

Desirable
• A formal qualification in Heritage Management, Hospitality, Tourism or Event Management.
• Experience of volunteer management.
• Access to own transport.

DIMENSIONS AND SCOPE OF JOB

Finance Management
 Share responsibility for achieving the income budget together with the Visitor Services Manager.
 Monitor commercial performance and adjust activities to capitalize on sales opportunities and run a cost-effective operation.
 Supervise daily till operations and perform end-of-day income reconciliation.
 Assist the Visitor Services Manager with stock-taking.

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.
 Use of internal finance and banking systems.

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.

Who We Are
2021 Distiller of the Year Whyte and Mackay is home to a collection of multi-award-winning Single Malt Whiskies including The Dalmore, Jura, Fettercairn and Tamnavulin. With a premium spirits portfolio that includes contemporary whisky brands Shackleton, Woodsman and John Barr, alongside popular alcohol brands Wildcat, Fundador and Harveys Bristol Cream and Aperitivo. In the UK, we produce Whyte & Mackay, an award-winning ever-popular Blended Whisky, and recently launched the market-leading ‘Whyte & Mackay Light’ – a lighter spirit drink from Scotland, bottled at a lower ABV.

In 2020 we were publicly recognised by the First Minister of Scotland for our support of the national pandemic response. We are official partners to SAMH – Scottish Association for Mental Health, which saw our employees worldwide complete a virtual-race-around-the-world in 2020 to raise awareness for the charity.
Founded in Glasgow 1844, we recently celebrated our 175 year anniversary. Today, we have offices from New York to Singapore. In Scotland, we operate a state-of-the-art Bottling Hall and Distribution Centre in Grangemouth and a Whisky Production and Warehousing Centre in Invergordon.

The Opportunity
We have a fantastic opportunity for a Brand Home Guide to join our Brand Home team based at Fettercairn Distillery on a permanent basis reporting to the Brand Home Manager. Working hours are 35 hours per week but a fully flexible approach to your work pattern is required including work in the evenings and weekends.
What You’ll Be Doing – You will be responsible for conducting regular tours at the Distillery and assisting at the Brand Home shop to provide excellent customer service and sales to our target audience. You will provide an experience where all guests will leave Fettercairn Distillery feeling exceptional.

We’re looking for someone who….is Is enthusiastic and self-motivated with exceptional organisational and communication skills. Previous experience of working with the public would be beneficial as would a love of whisky! You will have the ability to communicate knowledge and entertain visitors but delivering an authentic tour experience. Your strong communication skills and flexible approach to work will be key to your success!

Why Join the Whyte and Mackay Community
When you join our community you’ll receive a competitive salary and benefits including:
• a company performance bonus
• You’ll enjoy 35 days holiday
• You can join our pension scheme with a minimum 5% employee contribution, we’ll contribute 10% to your pension and employee contributions can be made through salary sacrifice. As a pension scheme member you’ll also have group life cover.
• You’ll have membership to a healthcare cash plan including optical and dental, currently provided by Simply Health
• A great product allowance so that you can enjoy and share our fantastic portfolio of brands with family and friends. You’ll also have access to discounted staff sales.
• We have a great employee discounts platform including a Cycle 2 Work scheme, and much more.
• Our employee’s wellbeing and mental health is paramount to us, you’ll have access to a range of mental health support including our Mental Health First Aiders and our Employee Assistance Programme which offers practical, impartial support on everyday matters covering emotional, physical, social, financial and legal support
• We’re also committed to supporting local communities and charitable organisations. Each month employees can submit a nomination for a cash donation of up to £500 or product donation to support a charity or community initiative they are associated with.

In addition to working with fantastic brands, receiving a competitive reward package and having the opportunity to collaborate with a range of people across the globe, we offer all colleagues the chance to grow their skills and knowledge to deliver excellence in their roles as well as build and develop their career with us.

Development is a key element of our people strategy ‘Growing Together’ which is based upon our belief that all colleagues have the ability to learn and grow and that enabling them to do so supports our business to grow too.

We consider individual commitment, character and contribution in order to determine and create appropriate platforms for growth for our colleagues.

We encourage honest, connected career development conversations, exploring options such as cross functional moves, secondments, and critical stepping stone opportunities relative to individual career aspirations and business needs.

Next Steps
If you think you have what we’re looking for and more, we look forward to receiving your CV by 12pm on Friday 28th April. If we receive an exceptionally high number of applications we may bring the closing date forward so would encourage you to apply as soon as possible.

Please note this is a Direct Search led by Whyte and Mackay. Applications from agencies will not be accepted nor will fees be paid for unsolicited CVs.

The Royal Botanic Garden Edinburgh is one of the world’s top four botanic gardens based on the quality, breadth and depth of our science, plant collections, public engagement, and education and we have an exciting opportunity for a Visitor Welcome Team member to join our team.

The primary focus of this role is to ensure that visitors receive a first-class welcome and have all the information they need to create a memorable visit. You will also have the responsibility of promoting and selling Garden Maps, Guidebooks and Daily Garden Walks and encouraging donations. The team remit also includes working with the events and exhibitions team to provide access and information to various public exhibitions and events. You will also be responsible for ensuring the protection of the Living Collection, opening, closing and security of various Garden buildings. You will be expected to carry out all duties in line with RBGE procedures and policies.

Applicants should have previous experience working in a visitor or customer service environment. You will be proactive and take responsibility for your own workload, prioritising to meet conflicting demands of a busy attraction, have a can-do attitude, have excellent interpersonal skills, and have the ability to communicate with people at all levels. You will need to be flexible and adaptable to meet the needs of an ever changing environment.

As we are open to the public 7 days a week, you will be required to work on a roster, working 5 days over 7 days which will include working weekends and public holidays.