Visitor Services

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 instances of damage and wear and tear issues promptly to your line manager;
• Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair
employees/contractors.

Financial Responsibilities (where applicable)
• To adhere to all financial procedures to include till operation and banking and safeguarding of monies: to
implement amendments to standard procedure as instructions may dictate.
Retail/Catering/Events/Cashier duties (where applicable)
• To ensure good housekeeping of catering kitchens, serveries and back of house areas.
• 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 events coordinator.

Job Title: Library Assistant
Contract Type: Permanent
Salary: £23,633 – £25,829 per annum (pro rata for part-time)
Grade: FC04
Hours: 11.5 per week (Friday 9.30 – 5.00 and Saturday 9.30 – 2.00)
Location: Burntisland Library
Job Reference: ON000508

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

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

The Role
We have an exciting opportunity for a Library Assistant to join our team at Burntisland Library. The post is for 11.5 hrs per week. You’ll provide a friendly, efficient and effective first point of contact for OnFife customers and visitors within the library. This includes offering advice and information, logging requests for services and taking payments. You’ll help with the delivery of OnFife services and contribute to the ongoing development of OnFife.

You can view the full Job Description on our current vacancies page on our website.

About You
We are looking for someone who puts the customer first, strives to provide an excellent experience to customers and visitors and who has a can-do attitude. Flexibility will be required and access to transport is necessary, as there may be travel throughout the region and you may be asked to change your working days from time to time.

How to Apply
If you would like to find out more information about this role before applying, please contact Shirley Ballingall, Venue supervisor, for an informal chat. Contact details can be found on our current vacancies page on our website.

When you’re ready to apply, please complete our application form and return this along with our completed equal opportunities form to HR.FCT@onfife.com.

OnFife is an equal opportunities employer.

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

The closing date for applications is Thursday 6 June 2024 at 9am.

Our Visitor Experience Assistants are key members of our team who act as the first point of contact for visitors – welcoming them to the Centre, where you will based, providing information on what we do and helping people to learn more about Scotland’s amazing marine wildlife and habitats. Your aim is to ensure that our visitors have a genuinely memorable experience. The role provides an opportunity to both gain experience of, and deliver, excellent customer service across our welcome point, retail, discovery experience and boat (seasonal March-October) activities. At times, you will be asked to help the wider team, including the café, so this role is never dull!

Principal duties

We are looking for enthusiastic people who enjoy proactively engaging with customers across a range of departments. You must have a desire to provide excellent customer care and a memorable experience, often in a fast-paced environment. You should have an interest in Scotland’s marine and coastal environment and environmental sustainability, although opportunities to learn more about this will be provided in the role.

General
• Welcome everyone to the Centre and provide information to them on what they can do when visiting and our wider charitable activities.
• Support the booking systems for our experience activities (boats, discovery, and events) and process admission tickets and/or refunds.
• Promote the benefits of membership and/or our Friends and wildlife adoptions schemes to visitors.
• Support our volunteer team who assist with various activities in the Centre.
• Work safely, observing all Health & Safety policies and procedures.

Experience: You will support visitors to get the most from the exhibits, interactives, and remote live cameras within our Discovery Experience, including giving information on local wildlife sightings and presentations to groups of visitors on a range of topics (training will be given). **Please note our Discovery Experience is currently closed because of flooding – due to reopen later this year.

Retail: You will assist at our Information and Retail counter ensuring that all displays and counters are appropriately stocked and presented, assisting with stock selection and management, and supporting customer sales at the till or online. This is the key point for providing general information to our customers.

Boats: you will support customers who wish to take one of our amazing wildlife boat trips by processing bookings, providing information on what they might see and managing any cancellations and refunds to customers.

Café: At peak times you will also support our café operations which will include taking and processing orders at the till, serving meals, clearing and cleaning tables and assisting in the dishwasher area.

Essential skills and experience

• Consistent delivery of a high-quality visitor experience
• Customer-focused attitude and experience
• A confident communicator – verbal and written.
• Organised with an ability to take the initiative and prioritise your work.
• A team player – adaptable and flexible to a varied working environment.
• Attention to detail and providing accurate information.
• Ability to problem-solve.
• Basic IT and maths skills.

Desirable skills and experience
• An interest in Scotland’s marine and coastal environment
• An awareness of and alignment with environmental sustainability principles and practice.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

This role will assist the wider Welcome team to deliver high quality visitor experience at Culloden Battlefield (including but not limited to):

To provide excellent customer service.

Be responsible and proactive. Ensuring all day-to-day tasks are completed including responding to customer enquiries, maintaining car park machines, and keeping our facilities clean from litter.

Working with the Visitor Services Manager (Welcome) and a Visitor Services Manager (Estates) to deliver an excellent visitor experience from arrival to departure.

Cash handling duties including emptying of car park machines. Ensuring cash is handled accurately.

To ensure perpetually high levels of accuracy are maintained for all transactions and data recording

To actively drive-up selling opportunities through strong product knowledge and an excellent customer service to maximise sales of admission tickets, membership and donations.

Be able to take responsibility for your own development and learning.

Answer basic questions about operating hours.

Have a flexible approach to working hours and days including working weekends and Bank Holidays as appropriate.

To work across departments when necessary, supporting the wider Culloden Cluster team

To develop a working knowledge of the history of the site and being able to relate that to visitors in a friendly and engaging way.

To provide consistently excellent customer service when dealing with high volumes of customers.

Adhering to the property’s quality standards including wearing of uniform.

Ensuring health, safety and welfare of property staff, volunteers, and visitors by adhering to the Trust’s Health, Safety and Environment policies and guidelines. This includes working within the property’s “Safe System of Work” (the system for managing Health & Safety).

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

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Coordinate income reporting and cash-handling processes for Robert Burns Birthplace Museum, including weekly sales and visitor statistic recording, and the reconciliation of tills and petty cash, plus additional monthly and year-end activities, providing assistance as and when required for the other 2 properties. This will include being a key holder for the main property safe.

• Become a super-user of the Trust’s online finance management and purchase order/invoice system, providing ongoing support and advice to other team members and liaising with the NTS finance team to investigate issues as they arise.

• Contribute to clear internal communication and team cohesion across the properties by sharing important messages, news and policy updates, as requested, through a variety of channels, including emails, shared calendars, staff notice boards, and arranging and recording team meetings/action points.

• Provide excellent customer service as the first point of contact for enquiries and correspondence from colleagues, visitors, tenants, local community, partners and suppliers via mail, email, telephone, social media and other online platforms.

• Actively promote RBBM as a destination and support event, travel trade and venue hire activities – including the set-up of online bookings via Eventbrite, and email. Assist in the coordination of events on site.

• Manage school enquiries and bookings, organising itineraries, providing information and co-ordinating guides.

• Work closely with the Operations Manager and the property group leadership team on establishing and maintaining strong, consistent administrative routines – from enforcing office housekeeping standards to the replenishment of supplies like stationery, first aid kit and uniforms.

• Assist with gathering photo and story content for marketing purposes, and ensuring our on-site information posters and resources are kept up to date.

• Oversee the property’s electronic and paper filing systems and archives to ensure they are organised, easy to navigate and meet the requirements of data protection legislation (GDPR) and the Trust’s data retention policy.

• Support the cyclical update of property health & safety systems, including notifying team of risk assessment review dates and compliance record-keeping.

• Offer a flexible administrative service to all managers and their teams as required.

• Support VSM’s with compliance record keeping for all property buildings.

• Located at the Robert Burns Birthplace Museum in Alloway, the role will require travel to other sites as and when business dictates.

• Provide relief cover for food & beverage, retail and reception desks.

OVERVIEW OF THE POST

As a key support to the Senior Visitor Services Assistant, the visitor services assistant maximises our visitors enjoyment of Almond Valley Heritage Centre by maintaining excellent standards of service. Ensuring the smooth and safe operations in admissions, house management and events activities making Almond Valley Heritage Centre the best possible place to visit and work.

Due to the nature of this post the successful candidate will need to be over the age of 18 years old.

INFORMATION ABOUT TEAM

You will form part of the Visitor Operations Team, lead by the Operations Manager. The small dedicated team is made up of permanent and seasonal team members who contribute to the overall visitor experience.

SCOPE OF DUTIES

Key Responsibilities, Duties and Objectives

Visitor Care

◦ Welcoming visitors to the site and processing their admission/retail purchases in a
friendly, efficient and knowledgeable manner.
◦ Welcoming visitors with specific needs/impairments and providing a high level of
service in accordance with the Equality Act.
◦ Welcoming large groups in an efficient and warm manner.
◦ Answering visitors’ queries about the site face to face and over the telephone.
◦ Housekeeping duties.
◦ Site Patrol and working along side the Tidy Team when required for tasks including
toilet checks and litter picking.
◦ Assisting with rides, and being a train guard on the narrow gauge railway ride.
◦ Working alongside the team at special events.

Site and Personal Presentation

◦ The general ongoing operational cleaning of areas as necessary, sweeping, dusting
and polishing where required.
◦ Ensuring that the front of house is is ready to open and welcome visitors by the set
opening time.
◦ Wearing the correct uniform, name badge, or PPE where required.
◦ Report all instances of damage and wear and tear issues promptly to the Senior
Visitor Services Assistant.
◦ Work in harmony with all other departments.

Financial Responsibilities

◦ To adhere to all financial procedures to include till operation and safeguarding of
monies.
◦ Actively up sell memberships to facilitate the visitors enjoyment.

Health and Safety

◦ To ensure site meets with Health and Safety legislation in liaison with the Senior
Visitor Services Assistant and Operations Manager.
◦ To ensure that visitors vacate the site at close of business and that the front of house
is secured at end of day.
◦ Work in a responsible and safe manner at all times adhering to Health & Safety, safe
working practices and Company Policies and Procedures.

General

◦ To provide a visitor focused service at all times ensuring that all work is completed to
the highest standards.
◦ Represent the Almond Valley at all times by being smart in appearance and
presentable whilst behaving in an appropriate manner in line with our cultural
values.
◦ Be accountable for their own development seeking out opportunities to learn new
skills to continuously improve.
◦ Such other reasonable duties as and when required by your Line Manager.
◦ The above list of duties is not exclusive or exhaustive and the post holder will be
required to undertake such tasks as may reasonably be expected within the scope of
the role.

Job Title: Box Office Assistant – Casual
Contract Type: Casual
Hourly Rate: £16 per hour for evenings after 8pm and weekends, £12 per hour for all other hours
Location: Rothes Halls, Glenrothes and Adam Smith Theatre, Kirkcaldy
Job Reference: ON000503

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.

The Role
We are looking for flexible team members for Box Office Assistant roles to join our team at Rothes Halls and Adam Smith Theatre, whilst also supporting our other theatres, Carnegie Hall and Lochgelly Centre, when required. The role is casual, where assignments will be offered to meet the needs of the business, and this will include weekend and evening work.

You’ll be part of the frontline team delivering a high level of customer service for our box office. As part of the box office team, the role undertakes duties including ticketing, cash handling, room and event enquiries, bookings administration and customer information service.

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

About You
You’ll have experience of working in a busy front facing customer service environment dealing directly with the public. Cash handling and reconciliation procedures form an essential part of the role, so you’ll ideally have experience of this too. Excellent customer service skills and the ability to engage with a diverse range of customers are a must for this exciting front facing role!

As a large part of the role will be computer based you’ll have the ability to operate a variety of software packages, and it goes without saying you’ll need excellent numeracy, literacy and communication skills, along with excellent administration skills.

How to Apply
If you would like to find out more information about this role before applying, you can contact Janet Lawson, Venue Supervisor. Contact details can be found on our current vacancies page on our website.

When you’re ready to apply, please email an up to date CV with a covering letter explaining how you meet the person specification along with an equal opportunities form to HR.FCT@onfife.com. Please note that we cannot progress your application without a covering letter.

OnFife is an equal opportunities employer.

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

Applications will be assessed regularly and interviews conducted as required.