Visitor Services

JOB PURPOSE
To provide operational and administrative support to the Balmacara Estate team in relation to visitor services, community engagement, marketing and external communications, and day-to-day administration tasks to help deliver the business plan for the property’s portfolio.
Overall, this will be in pursuit of the following outcomes for, and with, the natural and cultural heritage cared for by National Trust for Scotland:

• Visitors Services: Enable more people to experience more heritage more often, get more out of it & put more back into it.
• Our Voice: Coordinate external communications to promote the purpose and work of the Trust at the Balmacara portfolio of properties.
• Communities: Work with communities living on or close to our land, or with an interest in our land, so that they collaborate with us to help achieve our natural and cultural heritage outcomes.
• Day-to-day Operations and Administration: Support other property staff in delivery of the annual work plan and safe, efficient administration of the estate.

SCOPE OF JOB
 Flexible working is welcomed although four hours per day (9am to 1pm) for five days per week would be preferred. Limited on-call point of contact cover on a flexible rota basis will be required.
 The post will provide support for the management of tenancies, contractors and visitor facilities and services, and may occasionally include supervision of volunteer individuals.
 The post-holder will have regular interaction with members of the public of all ages and abilities.
 The post-holder will have frequent interaction with suppliers, contractors, and tenants.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Combine responsibilities across the following areas of work with direct implementation yourself and by supporting on a daily basis, the work of others such as colleagues, volunteers and contractors:
• Visitor Services.
o Support for the day-to-day management of the Trust’s three holiday cottages (Craggan Cottage, Ferry Cottage & Beaton’s Croft House) and supporting the House-keeping staff in undertaking their duties.
o Support the management of the Steadings Gallery, including liaison with exhibitors, marketing, building business, etc.
o Support the management of the two unstaffed visitor centres (Balmacara Square and Plockton), checking leaflet stocks, keeping them clean and safe.
o Provision of information to visitors to encourage more visitors and help people get more out of their engagement with natural and cultural heritage and give more back to it, including “upselling” (e.g.: of membership) using face to face and by other means of interaction such as social media.
• External Communications & Marketing
o Coordination of day-to-day social media and external communications using the correct and appropriate branded materials/resources and following any Trust-specific Marketing and Communications related policies and guidance.
o Support property-based provision of visitor management/marketing material/activity, e.g. posters, flyers, signage, etc.
o Administration support for the delivery of a bespoke outdoor activities programme for the Trust across Wester Ross for introduction on a trial basis in 2023.
• Community engagement.
o Provide a first point of contact at the Balmacara Estate Office for local stakeholders, neighbouring landowners, local businesses, local / regional agencies and others to increase understanding of their and our aims and develop collaborative working to help deliver our priorities.
• Other responsibilities specific to the role.
o Provide day-to-day admin support for the property as required.
o Act as On-Call Point of Contact for the holiday cottages and the property generally on a Rota basis.
o Provide support for other property staff in relation to maintenance of the Safe System of Work and compliance records.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
 No specific qualifications required.
 A full, clean driving licence for driving in the UK is essential.
 Criminal records (Disclosure Scotland) checking and clearance essential for safeguarding of children/vulnerable adults – this will be arranged by the Trust following appointment.
Experience
Essential
 Experience of one, or more, of the following areas of work and the intellectual capacity to apply knowledge from others across them all: visitor services, marketing, digital communication, design, heritage or cultural studies, rural land management, nature conservation, environmental studies, rural community development.
 Excellent interpersonal skills, with an ability to build strong, professional relationships with a wide range of stakeholders.
 A pro-active approach to developing ideas and projects designed to improve daily operations or enhance visitor experience.
 Interaction with a wide range of staff, volunteers, visitors, educational groups, and other stakeholders.
 Working within a small team and lone working.
 Competent user of Microsoft Office.
 Proven track record in delivering exceptional administrative support and visitor experience.

Desirable
 A working knowledge of social media and digital design software.
 A genuine understanding of, and belief in, the work of the National Trust for Scotland, particularly regarding the management of its Highlands and Islands properties.
 A working knowledge of the crofting system.

DIMENSIONS AND SCOPE OF JOB

Scale

The Visitor Services Assistant role is positioned within the Highlands and Islands region and provides an ‘on the ground’ support function for Balmacara estate. The post is based at Balmacara but includes supporting the operation of three holiday cottages, the Steadings Gallery, two visitor information centres, Strome Castle and Beaton’s Croft House in north Skye.

People Management
Not a line management role

Finance Management
This role is not a budget-holder, but it may have delegated oversight of specific income and cost lines and will be required to support the property finance administration on a day-to-day basis.

Key Performance Indicators and Targets
• Coordination of marketing and promotion of the work of the Trust and its activities and services through printed and online media, aiming for at least one social media post per week and daily response to feedback.
• Efficient coordination and support of the holiday letting function at the property with response to issues within 24 hours.
• Administration and marketing of the Steadings Gallery Exhibition Programme aiming for over 220 exhibition/event days per annum.

Organisational Structure
 The post is part-time permanent, 20 hours per week.
 The post-holder will report into the Property Manager – Balmacara Estate position.
 The post-holder will work closely with other property colleagues across sites and will interact with other specialist advisory colleagues.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

JOB PURPOSE

We are looking for someone with some experience of hosting engagement events, learning activities and community outreach with a natural history and conservation focus. The right candidate will also be assisting with practical countryside tasks, property management and visitor liaison. This is a fantastic opportunity for anyone looking to gain skills, knowledge, and experience to help you further you career in conservation.

You will work on your own and with other staff and volunteers, on a variety of tasks to help us achieve a greater volume of education and outreach activities and community engagement expected of a National Nature Reserve.

You will contribute to the long-term sustainability of the St Abb’s ranger service through income generated at pay-for events, memberships and donations inspired by our work, growing our capacity through volunteers and cost-effective use of resources.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

 Be an enthusiastic and effective part of the ranger service, contributing to the smooth operation and enhancement of St Abb’s Head NNR.
 Reach out and connect with relevant local community stakeholders to build / strengthen relationships and attend relevant networking events.
 Structure, plan, schedule and deliver a programme of events and activities in the Nature Centre plus on and off the NNR.
 Seek to minimize our environmental impact through sustainable working practices and sensitive use of power, equipment, transport, and other resources.
 Assist with Seabird and Seal events throughout the season, showing visitors colonies through telescopes and binoculars, sharing stories of their ecology and life cycles.
 Welcome customers out on the reserve 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.
 Support a strong health & safety culture, complying with the property’s ‘Safe System of Work’, risk management and emergency procedures, to safeguard yourself, colleagues, and the public.

 
REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential
 No formal educational qualification required.
 A full, clean driving license for driving in the UK.
 Experience of developing and delivering events and learning activities – including supervision of volunteers and/or responsibility for specific activities.
 Knowledge of natural history and conservation, including coastal flora & fauna of Scotland.
 Confident communication and influencing skills with colleagues, volunteers, and the public.
 Previous event co-ordination 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.
 Reviewing and overseeing Health & Safety documents (e.g. risk assessments).
 Flexible and adaptive to change and working in a variety of situations.
 Competent user of Microsoft Office products.

This role is one for which the duties, responsibilities or accountabilities of the role do require you to become a member of the Protection of Vulnerable Groups (PVG) scheme, administered by Disclosure Scotland, as this role involves regulated work with children.

Desirable
 A formal qualification in Natural History and/or Conservation.
 A genuine understanding of and belief in, the work of the National Trust for Scotland.
 Access to own transport.
 Experience of community engagement and using social media in a workplace context.
 Experience in supervising volunteers.
 Experience of engaging the public in nature tourism or working in a busy countryside setting

DIMENSIONS AND SCOPE OF JOB

Scale
 The St Abb’s Head property is one of the most heavily designated natural and cultural heritage sites in the UK, including a National Nature Reserve, two Sites of Special Scientific Interest, two Special Areas of Conservation, a Special Protection Area, two Geological Conservation Review sites, and three Scheduled Monuments. The property is internationally important for breeding seabirds and species rich grasslands and breeding grey seals as well as being home to a wide range of other wildlife. This along with the stunning coastal landscape means it is a regionally important tourist attraction which attracts over 50,000 visitors annually.

People Management
 Supporting the Head Ranger (Borders) and working with other Rangers and Visitor Service Assistants,
 Engage with the public, championing a “leave no trace” culture and providing practical advice based on the Scottish Outdoor Access Code.
 Supervise x10 volunteer roles to help grow our team’s capacity and assist with the leadership of group volunteering activities as required.
 Build positive relationships with our neighbours and local community, including other land managers, schools, community groups and recreational users.

Finance Management
 Not a budget holder but expected to liaise with the Line Manager prior to incurring any expenses and be mindful of cost-effective use of Trust funds and resources.
 Seek and support ways to generate sustainable sources of income, including encouraging donations, enrolling new members, booking events, payment of parking charges, visits to other properties and awareness of our fundraising campaigns.

Tools / equipment / systems
 Use of educational equipment
 Occasional use of optical equipment.
 Use of office computer for email enquiries/responses, create posters, social media posts and data input.
 Use of office telephone for visitor and stakeholder communication.

Example key performance indicators and targets

 Recruit members for the National Trust for Scotland – targets will be set at the start of the season.
 Positive engagement with visitors measured by feedback from visitor surveys.
 Visitors leave feeling they have received a warm and informative welcome and inspired about the work carried out on this important site.
 We understand the wildlife in our care in the most comprehensive way possible. New innovative ideas and input into recording are welcomed.
 Wildlife is given the protection it needs to thrive and people are informed about key conservation issues locally and in a wider context.
 Engage with as many people as possible while working. This is recorded to help us understand and better our outreach.

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.

JOB PURPOSE

To provide operational delivery of the visitor experience and supervision in the Food & Beverage department at the Stables Café, Dairy and on-site events in line with the Trust’s policies. Delivering performance standards and targets to ensure enjoyment of the property by visitors and members is maximised and key commercial, financial and development objectives are achieved to make the property fully sustainable.
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 duty management is very often the face of the Trust to visitors. As such directly influences public perceptions of the Trust and is significant to developing and maintaining the property’s 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.
 Create and run food led events throughout the year to support over all business goals.
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, addressing issues and emergency procedure and providing relief cover, as required.
Line management of Visitor Services Assistants
 Duty management responsibility including open and close of all on site facilities.
 Ensure the property social media is managed to generate interest and help drive visitor engagement.
 Support the informal learning and community engagement / outreach activity.
 Security of the Property.
 Ensuring the completion of cash/till reconciliation.
 Week-end reports and reconciliation.
 Completion of banking and cash handling processes.
 Health & Safety procedures, emergency procedures, and environmental procedures.
 Deputising for the Visitor Services Manager / Operations Manager on-site and off-site as required.
 Recruitment; induction; development; and management of all visitor services employees. Ensuring that they understand role responsibilities and are equipped to fulfill the role to the standards required.
 Ensure the team feel valued, respected, motivated and supported.
 Supervising the activities of a team of permanent and seasonal Visitor Service Assistants (VSAs), achieving excellent staff performance and motivation through induction, training, task-setting and coaching on front and back if house.
 Prepare catering rotas to meet business needs.

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

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 and Hygiene Qualification.
 Current First Aid certification (or willingness to train and use).
 A formal qualification in Catering, Hospitality, Tourism or Event Management.

DIMENSIONS AND SCOPE OF JOB

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

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.

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.

JOB PURPOSE

To maximise visitor enjoyment through the presentation of an appropriate selection of verified facts and anecdotes relating to the property’s history/design/contents/function; uphold excellence in visitor care; promote the value of the work of the Trust including membership; and assist with the general health, safety, and security of the property. Please note that the job involves a high level of physical activity in the form of periods of standing, walking and being stationed outside.
Some flexibility will be required as to when hours are worked and regular weekend working will be expected.
Extra hours may have to be carried out to cover for the holiday periods.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Work closely with other VSA’s across the Property to ensure the security and integrity of the buildings and its objects are maintained.

• Proactively engage with all visitors to support overall property targets.

• Observe the Palace visitors journey as much as is reasonable possible to ensure that all visitors are having a positive experience.

• Visually examine all aspects of the visitor journey to inspect for any risk to visitors and staff/volunteers.

• 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.

• Assist the visitor services team with visitor management and interpretation, including participating in the guided walk programme

• Keep up to date with the on-line learning programmes available on the NTS learning portal.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
 No formal educational qualifications required – full training will be given.
 Demonstrable working experience dealing with a wide range of people – preferably in a public situation
 Demonstrable experience in guiding or presentation skills.
 Ability to think and act quickly when confronted with emergencies
 Personal commitment to high standards of customer care
 Excellent verbal communication skill.
 Excellent interpersonal skills, with proven experience of dealing effectively with a diverse range of people
 An understanding and commitment to the aims and objectives of the National Trust for Scotland
 Enthusiasm for Scottish heritage.
 Able to demonstrate a flexible approach to work.
 Demonstrable experience of working equally well on own initiative and within a team environment.

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.

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

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
 To act as Duty Manager of Alloa Tower in the absence of the Visitor Services Manager.
 Supervising/undertaking the day‐to‐day operation of the visitor services and guest services function which includes:
o Working Closely with the visitor services manager to design and deliver a programme of visitor events which increase visitor number, drive secondary spends and support overall property targets.
o Ticketing.
o Membership sales (to targets) and general customer service (individuals, education visits, and other groups)
o Ensuring Volunteer shift changes go smoothly, and volunteers are thanked.
o Housekeeping and security of the Property.
o Health & Safety procedures, emergency procedures, and environmental procedures.
 To maintain excellent standards of the site and personal presentation at all times
 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
 Responsible for day-to-day financial administration at the property, including cash/till reconciliation, day‐end reports and reconciliation, and completion of the banking processes.
 Supporting the Visitor Services Manager with the development and management of all visitor services employees and volunteers such that they understand and are equipped to fulfil their roles to the standards required and that they feel valued, respected, and supported.
 This role includes working weekends and occasional evenings
 Instil a Health & Safety culture across the property, ensuring the teamwork 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

Experience

Essential

 Significant previous experience of working in an operations role in the retail/ visitor/ heritage attraction industry – including supervision of staff and volunteers and/or responsibility for specific activities.
 Previous hospitality / event coordination/management experience.
 Strong personal belief in the value of excellent customer care with the ability to translate this into actions.
 Exceptional communication and interpersonal 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.

Desirable

 Experience in storytelling and a passion for Scottish heritage and history.
 A formal qualification in Hospitality, Tourism or Event Management.
 A genuine understanding of and belief in the work of the National Trust for Scotland.

DIMENSIONS AND SCOPE OF JOB

People Management

 Management of one part time Visitor Services Assistant and volunteers.
 Welcoming and provision of facilities for property visitors and events visitors.
 Working closely with specialist Trust staff based at local and central support bases to ensure Trust policies and standards are implemented.
 Positively engaging with all visitors and the local community to maintain and grow relationships.
 Grow the pool of active volunteers across all areas of the property.

Financial Management

 Not a budget holder.
 Will be required to use Trust systems for the purpose of raising PO’s.
 Cash handling and reconciliation of till.
 Banking procedures.
 Processing of membership enrolments.
 Timely completion of property payroll timesheets.

Tools / equipment / systems

 Use PC/Laptop for access to NTS intranet, all relevant NTS on-line systems and 3rd party sites (e.g. Eventbrite).
 Use EPOS tills to process retail and admissions.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.