Visitor Services

Visitor Services Assistant – Housekeeper

JOB PURPOSE
To maximise visitor enjoyment by providing an efficient and accurate service, and high standards in housekeeping based on the needs of the property.

FYVIE CASTLE
Fyvie Castle is a popular visitor attraction for tourists and locals alike.

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 Fyvie Castle (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:
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

• 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.
• Deliver excellent customer.
• 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.

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

Essential:
• Sound previous housekeeping experience including:
o cleaning and presentation of areas open to the public or let for (holiday-) rental
o stocking/ordering housekeeping/janitorial supplies
• Personal commitment to high standards of cleanliness
• Reliable with a flexible approach to working schedule, i.e. requirement to work weekends
• Personal commitment to excellence in customer care
• Attentive to detail with an eye for presentation and finish
• 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 vacuum cleaners and other cleaning tools and products as well as lifting and carrying objects.
• UK driving licence.

Desirable
• Knowledge of the geographical location.

Fixed Term – 12 hours (till December 2023)
Variable weekly hour’s available which will include regular weekend duties and possible occasional evening working.

Visitor Services Supervisor – Gladstone’s Land (Fixed Term)

JOB PURPOSE
To provide operational coordination and supervision of catering, retail, 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 property and environs to ensure an excellent customer/visitor experience. This includes supervision of:
Catering Operation
 Lead with menu development and the preparation and 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.
Visitor experience
 Offer excellent customer service and ensure all members of the team do the same.
 Support property-wide targets for completion of visitor surveys to understand more about our visitors.
 Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing the visitor centre, addressing issues and emergency procedure and providing relief cover, as required.
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.
 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;
o Ensuring the completion of cash/till reconciliation.
o Week-end reports and reconciliation.
o Completion of banking and cash handling processes.
o Health & Safety procedures, emergency procedures, and environmental procedures.
o Deputising for the Visitor Services Manager / Operations Manager on-site and off-site as required.
o Recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.

Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary 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 hospitality industry – including supervision of staff and/or responsibility for specific activities.
 Previous event coordination/management experience.
 Excellent customer service skills.
 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.
 An understanding and commitment to the aims and objectives of the National Trust for Scotland.
 Access to own transport.

Desirable
 Food Hygiene Qualification.
 A formal qualification in Heritage Management, Hospitality, Tourism or Event Management.

DIMENSIONS AND SCOPE OF JOB

Scale
 Responsible for all areas of the property. This includes the cafe, apartments, retail and the museum.

People Management
 Responsible for supervising up to 12 team members (mixture of permanent and fixed term). All VSAs are café based but trained to work in all areas of the property. On a normal day there will be 4 staff members on at any one time.
 Currently the property has over 60 volunteers. As a supervisor you will be responsible for managing no more than 5 at any one time. The shifts in the house are either morning (10am-12:30pm) and afternoons (12:30-3pm). As a supervisor you will be responsible for their safety, inductions, and training.
 In the Edinburgh cluster there are 2 other properties which can impact on your role. On occasion supervisors can assist these properties when support is required.
 It is important to develop good relationships with key suppliers and stakeholders.
Tools / equipment / systems
 As a supervisor you will be required to use various systems for your role. These include EPOS (for till process, admissions, and retail), MIDAS (recording deliveries), word processing and spreadsheets
 Use of financial systems to process purchases and to process invoices.

Variable work pattern, with regular evening and weekend work, fixed tern till October 2023.

Visitor Services Supervisor – House of the Binns (Fixed Term)

JOB PURPOSE

To provide operational coordination and supervision of visitor services, functions and events, and holiday accommodation at House of the Binns in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors, guests and members, and help ensure commercial, financial, and conservation objectives are achieved. The Visitor Services Supervisors at House of the Binns will also provide administrative support in the running of the property and share Duty Manager shifts.

The Visitor Services Supervisors at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service and, with delegated responsibility for holiday accommodation and duty management and are very often the “face” of the Trust to visitors, guests and suppliers. As such, they directly influence public perceptions of the Trust and are crucial to developing and maintaining the property’s local/national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Planning and operational delivery
 Assume responsibility for the day-to-day running (duty management) of the Property. This will include regular weekend working on a rota basis. Duty management involves the management of staff, volunteers, guests and visitors to the required standards.
 As required, assume responsibility for the security of the property, including the checking/locking of windows/doors and operation of the security alarm system and the daily opening up and locking up procedures.
 Assist in ensuring that the property is open to the public in accordance with the published times.
 Assume responsibility along with the Visitor Services Manager to meet and ideally beat, all targets set for membership and visitor numbers and actively manage the staff and volunteers in the property to achieve this.
 As required provide cover at reception and assist with guided tours of the House.
 Uphold the policies and procedures of the Trust and the property and ensure all visitor services staff does the same performance managing as necessary.
 Proactively suggest ways to enhance visitor enjoyment of the property and income streams.
 In conjunction with the Visitor Services Manager supervise, and personally participate in the staffing of events and functions at House of the Binns. Please note this includes weekend and evening working.

Social media
 Develop and implement a social media strategy for the property in conjunction with NTS staff.
 Assume responsibility to actively grow social media and expand the property’s reach, ensuring posts are made on a regular basis and actively working on campaigns.

Customer Care and Service to Members
 Actively support the Trust’s “Visitor Experience Champion” programme to ensure the highest level of internal and external customer care to meet Mystery Visit and Visit Scotland Grading criteria.
 Actively promote the work of the Trust and the value of Trust membership to existing and potential members.
 Recruit new members to achieve membership target and motivate and mentor other team members to achieve their targets.

People Management
 Direct supervision of the volunteers and seasonal property assistants.
 Support the Visitor Services Manager with the recruitment, induction, development, and management of all visitor services staff 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.
 Supervise services provided by third parties (e.g., suppliers, contractors) such that they adhere to Trust policy and standards and ensures the safety of staff, volunteers, visitors and others.
 Assume responsibility, alongside the Visitor Services Manager, to ensure all shifts are filled throughout each day and coordinating shifts and filling them as required.

Business Management & Administration
 Ensure that the administration of visitor services activities at the property is carried out to Trust procedures, including: all relevant reporting relating to staff, visitors, health and safety and finances; and general correspondence/record-keeping etc. N.B. This will include cash-handling and banking activities.
 Arrange weekly fire alarm tests, collate and report monthly meter readings and any other Health and safety requirements.
 Assume responsibility, alongside the Visitor Services Manager and Visitor Services Assistant Collections Care, keeping high standards of appearance throughout the property.,
 In liaison with Visitor Services Manager, ensure the timely ordering of appropriate stationery, housekeeping and products for the property, including the holiday let.
 Assist with the general administration of the property including: reports as requested, attendance at meetings and training courses, correspondence, telephone and email responses, filing, raising and goods matching orders and invoices etc.
 In conjunction with the Visitor Services Manager, assume responsibility for the accurate daily and weekly reporting of figures on the WRD system and the completion of seasonal hours reporting for payroll.

Smooth Running of the Holiday Accommodation
 In conjunction with the Visitor Services Manager, ensure the holiday let is cleaned on the correct days; be responsible for checking the work of the cleaning contractors is to the required standard; ensuring all the correct literature is in the holiday let for each turnover; monitoring levels of consumables and cleaning supplies and ordering more in a timely fashion; ensuring the lodge is welcoming for each new guest; reporting all problems/faults with the holiday let and working with the Visitor Services Manager to address these in a timely manner.
 Be responsible for collating and taking monthly meter readings and inputting them on the appropriate system; taking and recording carbon monoxide and fire alarm tests on a monthly basis.

Health, Safety & Environmental (HS&E) Management
 As required, take an active role in the enactment of the property’s Emergency Procedures. To follow and update when required the property health and safety processes and documentation. Assist with procedures such as evacuation and alarm and emergency lighting testing as required by the Visitor Services Manager.
 Demonstrate responsibility and accountability that property management and visitor services practices are in line with the Trust’s “Environmental Policy” and mindful of the Trust’s obligations to minimise the impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport.

Fixed term to 31 October 2023,
40 hours variable pattern, will include evening and weekend work as required

Visitor Services Assistant

KEY PURPOSE

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, to ensure the smooth and safe operations in Admissions, Tours, Retail, Catering and Events activities making the property the best possible place to visit and work.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

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

• Welcoming visitors to the 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.
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
• Welcome visitors by the set opening time.
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all issues of damage and wear and tear, promptly to your Line Manager
• Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.
Financial Responsibilities

• To adhere to all financial procedures to include till operation and banking and safeguarding of monies

Retail/Catering/Events/Cashier duties

• To ensure good housekeeping of catering kitchens, serveries, back and front of house areas and including dishwashing
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/catering/events targets and KPI’s.
• To actively upsell products 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 assist with the set-up, stewarding and break-down of events in liaison with the functions and events manager.
• To assist with hospitality events. This includes evening events and staff may be asked to work through into the night hours.
Health and Safety
• To ensure site meets with Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
• To use personal protection equipment as provided and directed by your line manager

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
• No formal educational qualification required.

Skills, Experience & Knowledge
Essential
• Demonstrable experience in a customer-facing role: sales or ticketing/ event/ admissions and/or retail and/or catering, delivering impeccable customer care through excellent inter-personal skills and food safety standards (where applicable)
• Experience in EPOS style till operation, confidence undertaking till-work and reconciliation.
• Excellent cash handling 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.
• 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
• Ideally experience in a heritage/tourism environment.
• Food hygiene certificate.
• Basic cooking skills and willingness to be trained.
• Personal Licence for sale of alcohol
• Experience in storytelling and a passion for Scottish heritage and history
• A full UK driving licence
• Access to your own transport

DIMENSIONS AND SCOPE OF JOB

Scale
 The role is based in the main museum building and at Robert Burns Birthplace cottage.
 The role works across several departments: retail, catering and admissions and assisting with events and functions when required.
 The role is customer facing and the role-holder can expect that the working day will mainly be spent front of house, providing customer service to our visitors.
 There may be times when you are required to work at other NTS properties such as but not exclusively Souter Johnnies Cottage and the Batchelor’s Club
 The role requires the post holder to work flexible working patterns and hours including evenings, weekends, and public holidays.

People Management

• This is not a line management role
• Will work closely with other property colleagues and will have regular interaction with other technical/specialist advisory colleagues based in other locations and departments
• Will have regular (daily) interaction with members of the public of all ages and abilities

Finance Management
 Is not a budget holder
 Responsibility for ensuring customer payment is processed correctly, handling cash and card information

Tools/ equipment/ systems

 Will regularly use a wide range of ICT equipment including land-line phone, two-way radio, email, scanner, laptop/PC, printer etc.
 Will use catering equipment including coffee machines, dishwashers, and some cooking equipment.

Fixed term, various hours available.

Visitor Services Assistant – Castle

PURPOSE OF THE ROLE

Culzean Castle is one of Scotland’s most loved castles, as one of the Visitor Services team within the castle, you will ensure that all visitors receive an excellent visitor experience and leave felling inspired by this magical place. This will be achieved through being welcoming; engaging and knowledgeable; prepared to answer visitors’ questions about objects, stories of the castle and its family and the NTS.

The role involves some physical activity and will include standing for periods of time and/or walking through the building during guided tours. Due to the historic nature of the building physical access from the upper levels in the event of an emergency is currently only by stairs.

KEY RESPONSIBILITIES

• Warmly welcome Visitors to the Castle by checking tickets and upselling Guidebooks to enhance their visit.
• Sharing the benefits of Membership with ticket holders and always actively looking at innovative and interesting ways to encourage Membership recruitment.
• Ensure the highest level of customer service ensuring all visitors receive an excellent visitor experience
• Maximise visitor enjoyment and understanding of the property through engaging visitors with the history of Culzean and the Kennedy family
• Delivery of a broad range of high-quality guided tours and talks about Culzean for the general public and organised groups
• To deliver a range of engaging school workshops, for all ages and abilities
• Enhance the visitor experience through use of third person costumed interpretation, object handling and cookery demonstrations where applicable
• Actively promote the work of the NTS and the value of NTS membership to existing and potential members
• Be mindful of security needs of the property and its contents, minimising opportunities for theft or damage through diligent monitoring of visitors and the implementation of security measures (e.g., locking up procedures etc.)
• Be aware of the conservation needs of the property and its contents and minimise the risk of accidental damage through engaging with visitors and the implementation of appropriate conservation measures
• Share in the common responsibility of implementing the Trust’s Health & Safety policy, being mindful at all times of health & safety of self, staff, volunteers, and visitors
• Share in the common responsibility for the safe evacuation/management of colleagues and visitors in the event of a fire or security alert or alarm

SCOPE OF ROLE

People Management
• Not a line manager but will work closely with other property colleagues and will have interaction with other technical/specialist advisory colleagues based in other locations and departments;
• Will have daily interaction with members of the public of all ages and abilities

Financial Management
• Not a budget holder.

Essential
• A personal commitment to excellence in customer care with the ability to enthuse and motivate others
• Must have enthusiasm for Scottish heritage and in particular family history and history of art/architecture
• Must be a very able and enthusiastic communicator, in particular verbally
• Must have sound working experience dealing effectively with a wide range of people in a public situation
• Must have a genuine understanding of and belief in the work of the NTS
• Willing to show commitment and flexibility in work practice
• Ability to be flexible, in particular to 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
• Genuine belief in the value of good customer service.
• Excellent interpersonal and communication skills.
• Demonstrable time management skills and the ability to prioritise.
• Ability to be proactive and to take the initiative.

Desirable
• Previous cash handling experience
• Historical knowledge of the site and a passion for heritage
• Previous experience or volunteer experience in museum, tourism, or conservation sector
• Epos

Available Posts
1 x 18 hours posts (3 days from 7), 1 x 24 hours posts (4 days from 7),

Visitor Services Assistant – Housekeeping

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 Culzean Castle and Country Parkas per the Trust’s Housekeeping Procedures Manual, including the following:

• 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
• Working with the public, cleaning during trading hours.
• Ensuring site is ready to open and welcome visitors by the set opening time
• Actively support the Trust’s Conservation programme and undertake general housekeeping duties to the highest level of care which may include:
• In line with current NTS best practice, clean and care for the collection of furniture, books, artworks, glass, china silverware, other artefacts and delicate fabrics and curtains
• Checking of collections and domestic inventories during changeover
• Reporting losses/breakages, wear and tear and repairs required immediately to your line manager
• Provide support to enable functions and events to be successfully delivered
• Wearing correct uniform, name badges, or PPE as required
• reporting all H&S hazards, fire risks, and instances of damage and wear and tear issues promptly to the Visitor Services Supervisor,
• 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

• 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, liaising with the Visitor Services Supervisor to arrange necessary repairs.
• 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

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
• Evidence of acting to identify health and safety issues, required repairs, damage etc.
• 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
• Ensure that all activities undertaken are compliant with the Trust’s health and safety policies
• 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 vacuums, carpet cleaners, mop and bucket, lifting, fetching and carrying laundry and objects as well as the ascent and descent of both internal and external stairs
• Working flexibly in response to the needs to the business, including evening/weekend work and lone working
• 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
• 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.
• The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
• 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.
• 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.

Fixed term (to 31st October 23)
or permanent role available, 18 hours per week

Visitor Services Assistant – Kellie Castle – National Trust for Scotland

The National Trust for Scotland are looking for friendly, professional, hard-working individuals to join their 14th century castle in Anstruther.

As a member of our Visitor Services team your job is to give visitors from across the globe a warm welcome to Kellie Castle. You will be part of the team responsible for the smooth and safe running of the day to day operations, making the property the best possible place to visit.

You will help maximise sales through your excellent customer service and product knowledge and you will take pride in the castle’s presentation and operation to make a memorable and positive experience for all your visitors.

As a Visitor Services Assistant you get the privilege of working in an inspirational environment, surrounded by nature, gardens, arts & crafts, fine interiors, ornate buildings and furniture and be part of a fairytale backdrop and historical stories

Your role as Visitor Services Assistant at Kellie Castle in Anstruther is:

To provide a consistently high standard of visitor care at all times
Assist with admissions, catering, membership and retail sales
Proactively engage with visitors in talking about the stories and history of the castle; including the delivery of tours and answering visitors’ questions around the property as and when required
Promoting the National Trust for Scotland brand
You will be well presented at all times, wearing correct uniform & name badge
You will ensure any instances of damage and wear and tear issues are reported promptly to your line manager
As a Visitor Services Assistant your role in catering includes; food and drink preparation and service to customers and ensure good housekeeping of all catering areas at all times
Within retail you will support ticket sales and memberships and work towards achieving the castle’s targets
Work with your line manager to actively feedback visitor comments and to develop and improve offerings, service and operations
You will be flexible to work across other departments and properties in Fife if required
You will assist with the set-up, stewarding and break-down of events when required

To be successful in the role of Visitor Services Assistant at Kellie Castle you will need at least some of the following skills and experience:

Ability to work within a team or independently, with minimal supervision, to a high and safe standard
Ability to be flexible and adaptable to working patterns and tasks to meet the 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
Genuine belief in the value of good customer service
Ability to be proactive and to take the initiative
Excellent time management skills
An understanding and commitment to the aims and objectives of the National Trust for Scotland
Experience in a customer-facing retail-based and or a catering role, delivering impeccable customer care through excellent inter-personal skills
Experience and confidence in ticket sales, admissions, till work, cash handling
Experience in a heritage/tourism context
Comfortable in storytelling and a passion for Scottish heritage and history
Basic food hygiene certificate but we will support you gain this if not

The Visitor Services Assistant for Kellie Castle offers a competitive rate of £10.90/hour and pension.

There is opportunity to be full time or part time in this role.

You have the opportunity to work with an engaging organisation that looks after its people (their team and their visitors) and be able to make a difference, give back and be part of a team that love what they do.

You will also get free NTS membership, free parking, 20% off NTS holiday cottages and excellent holiday allowance 30days plus 7days at Christmas.

Interested please send your CV to joyce@xpressrecruitment.com

Xpress Recruitment is acting as an Employment Agency in relation to this vacancy. All candidates registering with Xpress Recruitment will need to provide proof of identity, eligibility to work in UK and any relevant qualifications and references.

Visitor Services Assistant – Culross Palace – National Trust for Scotland

The National Trust for Scotland are looking for dedicated, inquisitive and welcoming individuals to join their team as a Visitors Services Assistant within the picturesque surroundings of Culross Palace near Dunfermline.

As a member of our Visitor Services team your job is to give visitors from across the globe a warm welcome to Culross Palace, you work with the team to ensure the smooth and safe running of the day to day operations, making the property the best possible place to visit.

You will help maximise sales through your excellent customer service and product knowledge and you will take pride in the Culross’ presentation and operation to make a memorable and positive experience for all your visitors to the Palace and Village.

As a Visitor Services Assistant you get the privilege of working in a jewel of a village with its white-harled houses, red-tiled roofs, cobbled streets and beautiful ochre-coloured palace. The backdrop to tv and films and known as one of the most picturesque villages in Scotland.

Your role as Visitor Services Assistant at Culross Palace in Dunfermline is:

To provide a consistently high standard of visitor care at all times
Assist with admissions, catering, membership and retail sales
Proactively engage with visitors in talking about the stories and history of the Palace and its Village. This will include the delivery of tours and answering visitors’ questions around the property as and when required
Promoting the National Trust for Scotland brand
You will be well presented at all times, wearing correct uniform & name badge
You will ensure any instances of damage and wear and tear issues are reported promptly to your line manager
Within catering you will prepare and serve food and drink to customers and ensure good housekeeping of all catering areas
Within retail you will support ticketing and membership sales and work towards achieving the palace’s targets
Work with your line manager to actively feedback visitor comments and to develop and improve offerings, service and operations
You will be flexible to work across other departments and properties in Fife if required
You will assist with the set-up, stewarding and break-down of events when required

To be successful in the role you will need some of the following skills and experience:

Ability to work within a team or independently, with minimal supervision, to a high and safe standard
Ability to be flexible and adapt to working patterns and tasks to meet the 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
Genuine belief in the value of good customer service
Ability to be proactive and to take the initiative
Excellent time management skills
An understanding and commitment to the aims and objectives of the National Trust for Scotland
Experience in a customer-facing retail-based and or a catering role, delivering impeccable customer care through excellent inter-personal skills
Experience and confidence in ticket sales, admissions, till work, cash handling
Experience in a heritage/tourism context
Comfortable in storytelling and a passion for Scottish heritage and history
Basic food hygiene certificate but we will support you gain this if not

The Visitor Services Assistant for Culross Palace offers a competitive rate of £10.90/hour and pension.

There is opportunity to be full time or part time in this role.

You will also get free NTS membership, free parking, 20% off NTS holiday cottages and excellent holiday allowance 30days plus 7days at Christmas.

Visitor Assistant at The Scotch Whisky Experience

Are you a dynamic storyteller and passionate about creating memories?
Then you could be a Visitor Assistant at The Scotch Whisky Experience!

Proactively acknowledge every visitor with a warm, genuine welcome
Anticipate every visitor’s needs so that no-one is disappointed
Connect with each guest personally to make them feel valued
Uphold outstanding levels of service to overcome any problem or challenge
Ensure the customer experience you offer is never just fine, it’s always
excellent.

What about you?
A confident, outgoing storyteller with a natural character
An engaging communicator overflowing with a warmth of spirit
An inquisitive, keen learner with a thirst for knowledge
A passionate and enthusiastic presenter
A hardworking, flexible problem solver determined to raise the bar
A cheerful and outgoing host ready for a double measure of fun!

What will you be doing?
Enthusiastically leading tours, ensuring everyone has a memorable experience
Proactively welcoming customers and proudly promoting the whole attraction
Selling tickets from our box office and offering advice to customers
Selling and serving in our Gift Shop and Scotch whisky bar, giving
knowledgeable recommendations
General housekeeping to keep our bar, tour and shop looking their best!
You will be busy; on your feet all day and you will be learning lots! Our friendly and supportive team will look after you and encourage you to reach your full
potential through regular training and coaching.

What we offer:
Contract Full-time 36.25 hours per week
Hours Rota based, includes evenings and weekends
Salary £11.45 per hour, increasing to 11.90 with experience

What about us?
We are a team of friendly and passionate storytellers in a five-star visitor attraction. We exist to make the world fall in love with Scotch whisky! Why not have a look around our website, or to get a better feel for our team’s enthusiasm, expertise and personality, why not read our blog? Our visitor assistant team work together to connect everyone- from absolute beginners to connoisseurs- with Scotch whisky.

Interested?
Do you think you’d bring something special to our team? Then we’d love to
hear from you! Maybe you’ve worked in tourism before, or perhaps you
speak a foreign language. If so, your application will really stand out. But this
isn’t essential; just tell us why you’d love to join our team.

We can’t wait to meet you!

Distillery Ambassador (Edinburgh Gin)

Distillery Ambassador Opportunity!

We currently have an exciting opportunity for a fun, energetic and enthusiastic individual to join our family as one of our prestigious Distillery Ambassadors at our Edinburgh Gin distillery. As a Distillery Ambassador, you will be a true advocate of Edinburgh Gin, delivering engaging distillery tours and tastings, virtual experiences, retail and event work.

We have a multi award-winning premium gin and our visitor experience is rated on Trip Advisor as one of Scotland’s top-rated tourist attractions! Our Edinburgh Gin Distillery can be found in the bustling Westend of its home city.

We’re looking for someone who is charismatic, can use their own initiative, has a positive work attitude and a strong focus on providing an exceptional visitor experience. Our experience offering is varied and our visitors come from all over the world to learn about Edinburgh Gin, so the ability to adapt and build rapport with different groups is essential. Typical daily tasks include hosting tours, guiding guests through in-person or online tastings, and assisting with the preparation and clearing down of experience spaces on-site.

Our Distillery Ambassador role is a varied and rewarding role so… if this type of role excites you then we’d love to hear from you!

The working pattern is flexible hours on an annualised basis and will include weekend and occasional evening work. We are an equal opportunities employer, however unfortunately due to the age of the premises the distillery is not currently wheelchair accessible. Candidates must also be able to demonstrate that they currently have the required documents to live and work in the UK.

Please note, this is an open application window therefore we may close the advert at any point depending on the candidate applications received, so our recommendation is that you apply early to ensure you do not miss out!

Community Engagement Role

Relevance Instigator

Location: Iona House, Kirkcaldy
Working Hours: Full time
Contract Type: Fixed Term 18 months
Grade: FC07
Salary Range:£29,245 – £36,547
Reference:ON000414

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 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
Support the Head of Creative Development on developing and delivering a long-term commitment to community engagement based on the Of/By/For All Relevance approach, across three pilot areas in Fife; Kirkcaldy, Levenmouth and Lochgelly.

You will ensure communities are engaged and supported to have their say about services and issues that affect them, ensuring that their views and perspectives inform OnFife’s local service delivery. Identifying and acting on opportunities for meaningful engagement and co-creation that bring audiences into our venues and connect with our services.

You will lead a core team of staff through a 12-month Change Network Programme, leading on the development of a framework for community-based relevance using learnings from the programme and own experience to spread effective community involvement practices across OnFife.

This role is full-time, with occasional evening and weekend work as required. This is a rare opportunity to join a busy creative team and help shape and deliver an exciting service that is of, by and for the people of Fife.
You can view the full job description on our current vacancies page on our website.

About You
You understand the value of relevance-based work and are experienced in community engagement, youth and social work or audience development. You are used to multitasking in a creative project management environment, as well as creating exciting and engaging programmes that meet the needs of communities.

You’re an organised and motivating leader who enjoys working as part of a team as well as independently. You’re confident in communicating with a wide range of people and use a variety of tools to do so. As the remit of this role is spread between Kirkcaldy, Lochgelly and Levenmouth, you need to be able to travel to these locations regularly.

How to Apply
If you would like to find out more information about this role before applying, please contact Dan Brown, Head of Creative Development for an informal chat, contact details can be found in the advert on our current vacancies page on our website.

When you are ready to apply, please complete an Application Form and equal opportunities monitoring form and return these to the HR team. Application pack can be downloaded from our current vacancies page on our website.

The closing date for applications is 9am on Wednesday 12 April.
Interviews will take place on 18 & 20 April.
We are an equal opportunities employer.
We are proud to support the Armed Forces community and are committed to the Armed Forces Covenant.

Guest Services Team Members

Join our team as a Guest Services Team Member at the newly refurbished Loch Ness Centre!

Join us when we re-open as we walk guests through 500 million years of Loch Ness history. Our guests will be delving deeper into the real places, people, stories, and scientific research that has turned Nessie into an iconic Scottish legend.

As a member of our guest services team, you will deliver outstanding experiences for our guests ensuring their time with us is a memorable one.

Using your vibrant personality, you will greet and host our guests giving them the warmest of welcomes and a reason to return.

We are looking for team members with sparkle and passion, that are genuinely interested in providing high quality guest service and telling the stories of our unique attraction. A team playing attitude is a must.

In return, we will invest in your career. We offer:

Cash back on your medical costs
An additional day off for your birthday
Shopping discounts and much more…

Contract: Various contracts available. We will be offering year-round contracts by providing guaranteed hours outside of peak season.

We have the following permanent contracts available:

Contracts that have 30 guaranteed hours out of peak, with hours increasing to full time in peak season.
24-hour year-round contracts
12-hour year-round contracts

We will then also be recruiting several seasonal fixed term team members for those that only want to work over school holidays. Let us know in your application.

Salary: £10.90 per hour

A full Job Description and details on how to apply can be downloaded from the Continuum Attractions website.

We look forward to reviewing your application!

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