Visitor Services

Scottish Canals is looking for a Boat Master to join our friendly team at The Falkirk Wheel!

We are looking for a passionate, enthusiastic, and motivated individual to join our team and work with us.

If you’re interested in boating and working at one of Scotland’s top visitor attractions, then this could be the perfect opportunity for you. The boat crew are front line customer service staff, welcoming visitors and leading them through The Falkirk Wheel boat trip experience.

Our pace, personality and people make us amongst Scotland’s top visitor attractions. From welcoming thousands of international visitors, serving customers and creating memorable experiences.

Full uniform and training will be provided.

Key Duties Include:
• Ensuring compliance with the requirements of the Maritime & Coastguard Agency for the operation of the vessels and also for the maintenance of their Boat Master Licence
• Being aware of, and adhering to, the contents of the Domestic Passenger Ships Safety Management Code.

To be successful you will have:
• Possess MCA Boat Master License or have fulfilled basic training requirements to qualify for assessment of BML.
• Current ML5
• Excellent interpersonal skills
• A real enjoyment for dealing with the public
• A confident, friendly, welcoming, helpful, engaging nature
• The ability to deliver a professional service to customers
• Comfortable dealing with an audience of visitors; including presenting to an audience
• Good time management and organisational skills
• The ability to work well under pressure
• A sense of own initiative with the ability to work effectively as part of a team
• A flexible approach to the role
• Crew member experience

This role attracts salary of £25,700 per annum. You will work on a rota which may include weekends and bank holidays.

Brand Homes Duty Manager (Edinburgh Gin) Opportunity!

Our brand new role within Edinburgh Gin – Brand Homes Duty Manager, will report to our Distillery Experience Manager (Edinburgh Gin). The role holder will be part of the sites management team and be responsible for leading the established team of Distillery Ambassadors, in the delivery of tours, tastings, events, trade visits and all visit related activity to a high standard. It truly is an exciting time for our Brand Home and this could be an excellent opportunity for someone who has true passion and is dedicated to providing an exceptional visitor experience in a warm and friendly environment.

It’s hugely exciting times for all of us here at Ian Macleod Distillers and we are therefore looking for kindred spirits to join us as we embark on this journey!

In order to be considered for this opportunity, we are looking for candidates who have previous experience in a similar role to ours and can clearly demonstrate they have exceptional customer service and people management skills, ideally within a visitor attraction and/or hospitality environment. Previous experience within the whisky and spirits industry would be beneficial but not essential.

We are looking for someone with a charismatic, warm and engaging personality, who is able to lead a successful team of individuals, establishing a warm and friendly culture. An effective communicator who can build strong relationships, and work together with the team to deliver a seamless service which will excite and delight our customers. We are looking for candidates who have an eye for detail and a drive for ongoing improvement!

We operate annualised hours, therefore previous experience of managing these operationally would be advantageous.

Candidates must also have a true and authentic passion for our Edinburgh Gin brand and be able to help translate brand values and ethos throughout all aspects of the operational world.

This is a rewarding role with a competitive salary and excellent staff benefits. If this role appears to be ‘right up your street’, then we’d love to hear from you…

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!

Do you have a passion for delivering five-star hospitality and events, in one of the most breathtaking buildings in Scotland?

Fyvie Castle has a rich history of providing outstanding hospitality and we are looking for an experienced and talented Functions and Events manager to join the team and continue this tradition.

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.

Set within extensive grounds, this imposing 800-year-old fortress, with Raeburn portraits on the walls and wildfowl in the loch is one of the most impressive Castles in the country and is a fabulous place to soak up the atmosphere of old Scotland.

Spread over various floor, Fyvie Castle boasts a range of private dining and entertainment space, as well as one of the most impressive interiors that oozes history and character, making it idea for weddings and corporate events and functions.

PURPOSE OF THE ROLE

To further develop and drive hospitality in its corporate and commercial capacity whilst maintaining and enhancing access to all.

The Functions & Events role at Fyvie Castle is pivotal to ensuring that the management objectives are translated into pragmatic actions by staff, and, with delegated responsibility for opening arrangements, functions and events, is the “face” of the Trust to visitors and corporate/private-hire clients.

As such, they directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

The successful candidate will be expected to work long and unsociable hours on occasion to achieve tough financial objectives. They will be outgoing, assertive and approachable with a flair for innovative ideas and deliver exceptional levels of customer services at all times.

KEY RESPONSIBILITIES:

• Planning and operational delivery:
o In conjunction with the Annual Operating Plan and the Operations team, create and deliver a strategy to achieve specific financial and reputational objectives.
o Continue to expand and develop the ongoing yearly event plan
o Maintain and record all communications pertaining to all functions and events.
o Co-ordinating with all departments to ensure an efficient delivery of customer services during functions and events
o Execute the functions and events in conjunction with licensing laws for Public Entertainment Licensing and Alcohol Licensing. This will also include evaluating and creating risk assessments and insurance documents.
• People management:
o Liaise with new and existing stakeholders and initiate partnerships to increase awareness of our heritage.
o Build relationships of trust for all clients from inception to delivery to provide exceptional customer service.
o Line management of the Functions & Events Assistant
o Support the operational team with the recruitment; induction; development; and management of the castle’s seasonal 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.
o Supervise services provided by third parties (e.g. suppliers, contractors, franchisees) such that they adhere to Trust policy and standards and ensures the safety of staff, volunteers, visitors and others.
o Deputise as Duty Manager
• Direct management of the heritage:
o Ensure that access arrangements to the Castle (in particular) are coordinated with the Collections Care Assistant, and are consistent with the Trust’s policies and procedures for collections conservation and management, and buildings repair and maintenance on the advice of its specialists (e.g. Conservators, Curators, Building Surveyors).
o Ensure each and every event promotes the Trust’s Strategic Themes
• Business Management & Administration:
o Create and support others’ financial/commercial initiatives that ensure the property’s drive for sustainability.
o Ensure that the administration activities for visitor services 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.
• Health, Safety & Environmental (HS&E) Management:
o Demonstrate responsibility and accountability for H&S relating to visitor services and castle activities , embedding the Trust’s “Safe System of Work” and through active management of procedures (Risk Assessment, CoSHH, HACCP, RIDDOR, reporting), people (staff, volunteers, visitors), tools/equipment, and the site itself.
o Demonstrate responsibility and accountability that visitor services and castle working 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.

Split key responsibilities:

Duty Management Hospitality and Events Management
• Develop and promote – in conjunction with the Operations team initiatives that enhance the day-visitors’ experience and demonstrate an appropriate “return on investment” to contribute to the property’s financial sustainability;
• Undertake direct and indirect interaction with day-visitors; ensuring that their needs are anticipated and met as part of the property’s drive for excellence in customer care;
• Ensure that arrangements for the property’s opening are carried out consistently with published information, and that ad hoc access to the property is arranged for educational/other tour groups, and maintenance/repair/conservation activities.
• Support with the ongoing management of the holiday apartment, including liaising with customers, housekeeping and contractors.
• Shared responsibility for weekly banking reconciliation, cash handling and statistic reporting. • Develop and promote – in conjunction with the Operations Manager and the Visitor Services Supervisor – corporate/private-hire business, and a program of special events that demonstrate a “return on investment” to contribute to the property’s financial sustainability;
• Undertake direct and indirect interaction with corporate/private-hire clients, and those attending events; ensuring that their needs are anticipated and met as part of the property’s drive for excellence in customer care;
• Ensure that efficient arrangements are made for the property for events, and corporate/private-hire;
• Coordinate, supervise, and personally participate in the staffing of corporate/private-hire functions and events, and with the advice and support of specialist/advisory staff and volunteers.
• To act as Duty Manager on a shared basis, which will involve weekend and evening work.

SCOPE OF THE ROLE

Financial Management :

• The post holder will be required to business case all activities and to deliver the functions and events within the pre-agreed budget.
• Income Functions & Events c. £90k
• No budget holding responsibility, however, the post holder will be required to use Trust financial systems for the purposes of expenses and the raising purchase orders.

People Management
• Welcoming and provision of facilities for c.105,000 visitors per season at Fyvie Castle.
• Working closely with specialist Trust staff (especially: commercial, conservation, marketing, health & safety, human resources) based at local and central support bases to ensure Trust policies and standards are implemented.
• Line management of Functions & Events Assistant.

SKILLS, KNOWLEDGE & EXPERIENCE

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

Essential:
• Significant previous experience of working in a visitor/heritage attraction – ideally including supervision of staff and/or responsibility for specific activities
• Demonstrable experience in the hospitality sector
• Event Management experience demonstrating organisational and coordination skills
• Significant sales experience with the ability to negotiate effectively
• 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/motivate others
• Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands
• Excellent interpersonal and communication skills combined with confidence in dealing with a wide range of internal and external customers
• Hard working with a keenness to work flexible hours including evenings and weekends
• The ability to think and act quickly when confronted with emergencies
• Competent user of Microsoft Office products

Desirable:
• A formal qualification in Hospitality or Event Management
• Demonstrable experience of delivering high quality service within a performance indicator environment.

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

A Ranger plays a crucial role in ensuring that the conservation ambitions of the Trust go hand in hand with welcoming the local community and visitors from across the globe to this well-loved place.

The ranger post is responsible for encouraging enthusiasm for the outdoors and passion for the countryside with the walkers, campers and sightseers who come to explore the iconic 6,464-hectare estate during the busy summer season.

The role will work in the stunning Torridon landscape, on walking routes, in parking areas, at popular spots for camping/campervans, around Torridon village and the Countryside Visitor Centre (currently closed). The role requires the ranger to act as an ambassador for the National Trust for Scotland, building awareness and support for the charity leaving those you meet with a desire to respect, protect, and enjoy the special natural environment and an understanding of how they can help to contribute their support to the property.

There will be a requirement for lone-working and with other staff and volunteers, on a variety of practical conservation tasks to help achieve the high presentation and habitat management standards expected of a National Nature Reserve, Site of Special Scientific Interest, National Scenic Area and Geological Conservation Area.

The ranger will contribute to the long-term sustainability of Torridon’s ranger service through income generation at pay-for events, memberships and donations inspired by Trust’s work, growing capacity through volunteers and cost-effective use of resources.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Nature Conservation
 Be an enthusiastic and effective part of the ranger service, contributing to the smooth operation and ecological enhancement of Torridon.
 Carry out regular site monitoring checks and record keeping, helping to evaluate performance and plan conservation activities, including habitat and species surveys, archaeology and footpath condition checks, and people counter figures.
 Get involved with practical conservation tasks, including woodland management, footpath maintenance and fence repairs, litter clearance and property patrols.
 Seek to minimise environmental impact through sustainable working practices and sensitive use of power, equipment, transport, and other resources.

Visitor Services
 Participate in a program of estate patrols at busy times and locations, including weekends and evenings, to engage with tourists, outdoor activity enthusiasts and campers, championing a “leave no trace” culture and providing practical advice based on the Scottish Outdoor Access Code.
 Welcome visitors in a friendly, efficient and knowledgeable manner, answering queries and providing information about the property, facilities and the local area.
 Contribute to the development and delivery of products that bring alive our stories, including on-site displays, self-guided trails, signage, guided walks, talks or other hands-on activities.

Learning
• Work with partners, for example: local schools, colleges, community groups, etc., to develop learning opportunities consistent with the objectives of the Trust at the property.
• Work with educational institutions to support and undertake research that will assist in the planning and management of the property.

Community Engagement
• Communicate with local stakeholders, neighbouring landowners, local businesses, local/regional agencies, and others to increase understanding and awareness of their and our aims and develop collaborative working relationships/partnerships to help deliver our priorities.

Marketing & Communications
• Play a central role in the marketing of the Trust and the property using a combination of methods, media and platforms including leaflets, face-to-face communication, social media, website, etc. to promote our work and encourage engagement and participation by residents and visitors.

Maintenance & Compliance
• Maintain and manage habitats, wildlife, and countryside estate infrastructure on a day-to-day basis (for example: footpaths, gates, signs, vegetation) to achieve ecological, visitor services and safety outcomes.
• Assist with the operation of the Trust’s Compliance regime at the estate, including annual tree inspections, and footpath and access infrastructure inspections.
• Maintain the 3 holiday cottages and act as a point of contact for them.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

The above outlines the key functions of the post. In addition, either knowledge of, or experience in the following is required:

Qualifications

Essential
 HND level qualifications, or equivalent experience, in one or more of the following areas: heritage or cultural studies; nature conservation, ecology, environmental studies or countryside management; rural land management; visitor services.
 Driving Licence, valid for driving within the UK.

Desirable
 Current First Aid certification.
 PA1/PA6 Certification.
 Mountain leader award.
 Brush cutter certification.

Skills & Experience

Essential
 Practical land management and maintenance of rural estates infrastructure experience.
 Experience of ecological survey and monitoring methods.
 Competent hill walker.
 Working within a small team and lone working.
 Proven track record of delivering exceptional visitor experience within a countryside context.

Desirable
 Working knowledge of Scottish habitats and species.
 Experience of leading groups of volunteers and visitors in an outdoor activity/learning environment.

DIMENSIONS AND SCOPE OF JOB

The Torridon Ranger role is positioned within the Highlands & Islands region and assists the Torridon Head Ranger with management of the Estate as well as representing the NTS in the local area.

Scale
 Primarily, the role is part of the team responsible for the day-to-day management of the 6,464 hectare Torridon Estate.
 Working with the head ranger to maintain footpath and associated infrastructure.
 Production and delivery of the summer events programme.
 Assisting with the survey & monitoring programme and Plan for Nature priorities.

People Management
 No responsibility for line management of staff.
 Responsibility for volunteers and contractors working within the property portfolio as required under the guidance of the Head Ranger.
 Liaison with other property colleagues, contractors, and the local community and some interaction with other technical/specialist advisory colleagues based in other locations and departments.

Finance Management
 Not a budget holder but will be expected to take responsibility for effective management of Trust resources in allocated areas.

Tools / equipment / systems
 Will be a frequent user of machinery, tools and equipment subject to appropriate training as required.

Physical Environment
• Responsibility for implementing the Trust’s “Health & Safety Policy”, being mindful at all times of the health & safety of self, staff, volunteers and visitors.
• Responsibility for working in a manner mindful of the Trust’s obligations to minimize impact on the environment through, for example, efficient use of water/heat/light, recycling, and the disposal of waste, and considered use of transport.

Key performance indicators and targets
The following key performance indicators and targets may be subject to change as the objectives and targets for the property evolve, but are relevant at the time of printing:
 Maintenance and conservation of the key features of the Torridon Estate.
 Increased engagement with visitors.

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