Visitor Services

JOB PURPOSE

To provide operational coordination and supervision of catering, retail, visitor services, and events at Leith Hall, 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 Museum and environs to ensure an excellent customer/visitor experience. This includes:

o Supervision of the catering and retail offer working hand in hand with the VSS Retail and Catering posts (including and supporting with ordering, merchandising, sales targets);
o Membership sales (to targets) and general customer service (individuals, education visits, other groups);
o Housekeeping and security of the Property;
o Health & Safety procedures, food hygiene, emergency procedures, and environmental procedures;
o Deputising for the Visitor Services Manager on-site and off-site as required (including “duty management” of the wider site to include the car park and monument).

• Responsible for day to day financial administration at the property, including cash/till reconciliation, day-end and week-end reports and reporting of working hours for payroll. Provide holiday and sickness absence cover for completion of the banking processes and financial reporting.

• Supporting the Visitor Services Manager with the 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

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

Qualifications

Essential

• Level 2 Food Hygiene Certificate.
• A full, clean driving license for driving in the UK.

Desirable

• A formal qualification / previous experience in Hospitality, Tourism or Event Management;
• Recognised First Aid Qualification (will be expected to undertake if not already held)

Experience

Essential

• Significant previous experience of working in an operations role in the catering/visitor/heritage attraction industry – including supervision of staff and/or responsibility for specific activities;
• Previous event coordination/management experience
• Strong personal belief in the value of excellent customer care with the ability to translate this into actions;
• Excellent organizational, 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 work within a team or independently , with minimal Supervision to a high and safe standard
• Knowledge of HACCP Systems
• Competent user of Microsoft Office products;
• Current driving license valid for driving in the UK.

Desirable

• A genuine understanding of and belief in, the work of the National Trust for Scotland;
• Access to own transport.

DIMENSIONS AND SCOPE OF JOB

Scale
 Primarily based in the House of Dun but will involve covering multiple sites across the Angus Cluster, includes weekend and evening working.

People Management
 To supervise front of house staff on a day to day basis and at functions and events and will act as Duty Manager on occasion.
 To plan staffing in advance, working closely with the Visitor Services Manager, VSS Retail and VSS Catering.
 Will work closely with other property colleagues, and will also have regular contact with specialist advisory colleagues in other locations and departments
 Will have regular (daily) interaction with members of the public of all ages and abilities.

Finance Management
 Delegated responsibility for catering budgets and expected to take responsibility for effective management of Trust resources in the allocated areas.
 Share Till Reconciliation Duties with other senior staff.
 Stock takes wastage control, menu costing and development.
 Will be expected to meet (if not exceed) catering sales targets.

Tools/ Equipment and Cleaning Materials
 Will be a frequent user of all catering equipment from beverage dispensers to cooking equipment and tools.
 Will be a frequent user of cleaning chemicals
 Is expected to work and ensure compliance within the property’s ‘safe systems of work’ (the system for managing health and safety)

Example key performance indicators and targets
 Mystery Shopper Results
 All Staff know responsibilities and high standards maintained
 HACCAP Paperwork maintained and correctly filed
 Income growth within café
 High standards of housekeeping and a safe working environment maintained at all times.
 Describe any relevant KPIs, targets, or other quantitative dimensions on which the role impacts.
 This must include any indicative budgets, turnover, profit targets etc. where relevant
 Add any other dimensions which are directly relevant to the role, or describe expected role outputs, which give the reader a good picture of the size/magnitude of the activity on which the role impacts.

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.

Applications
Interested applicants should forward a completed application form to the People Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cultins Road Edinburgh EH11 4DF, by mail or by email via workforus@nts.org.uk, by first post (i.e. 10.00am) on 10th February 2023.

JOB PURPOSE

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at Leith Hall.

Leith Hall is a fabulous place for tourists and locals to soak up the atmosphere of old Scotland. Staff should be passionate about delivering outstanding customer experiences to our visitors and guests and able to maximise opportunities to generate income. It’s important that Visitor Service Assistants (VSA’s) ensure the property and its assets are safe and secure. Furthermore, we’re looking for team workers who are also able to use their own initiative and are driven to make a difference.

This role is about creating a 5-star visitor experience and providing outstanding customer service. We are looking for people who have experience or a keen interest in Catering.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

To provide a consistently high standard of visitor care when –

• Welcoming visitors to the café and working in an efficient and knowledgeable manner
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Equality Act.
• Answering visitors queries about the catering offer.
• Promoting the National Trust for Scotland and the benefits of membership.

To maintain excellent standards of site and personal presentation –
• Ensuring the café is fully stocked and set up daily.
• Wearing correct uniform, name badges, or PPE as required.
• Working in harmony with other departments within the property.

You must be flexible to meet the needs of the property, this will include weekend working.

Financial Responsibilities

• To adhere to all financial procedures to include till operations and cash reconciliation duties.
• Help achieve sales targets and membership recruitment targets.
• Upsell products within the café.
• Actively feedback visitor comments to line managers to improve offer, service and operation.

Health and Safety
• To ensure the site meets with the Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and site is secured at end of the day.

QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Experience
Essential
• Ability to work within a team, with minimal supervision, to a high and safe standard.
• Ability to be flexible and adapt to various working patterns.
• 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.
• Ability to be proactive and to take the initiative.
• Excellent personal presentation.

Desirable
• Basic Food Hygiene Qualification.
• Demonstrable experience in sales, EPOS systems and cash handling/reconciliation.
• Experience in a customer facing role.
• Catering experience.

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.

Applications
Interested applicants should forward a completed application form by email to workforus@nts.org.uk, or by post to National Trust for Scotland, 5 Cutlins Road, Edinburgh, EH11 4DF by Friday 10th February 2022.

PURPOSE OF THE ROLE:

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at Leith Hall.
Leith Hall is a fabulous place for tourists and locals to soak up the atmosphere of old Scotland. Staff should be passionate about delivering outstanding customer experiences to our visitors and guests and able to maximise opportunities to generate income. It’s important that Visitor Service Assistants (VSA’s) ensure the property and its assets are safe and secure. Furthermore, we’re looking for team workers who are also able to use their own initiative and are driven to make a difference.
This role is about creating a 5 star visitor experience and providing outstanding customer service.

KEY RESPONSIBILITIES:

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

• Welcoming visitors and promoting the value of Trust membership
• Assisting visitors in selecting and purchasing the most appropriate ticket option
• Processing retail deliveries, ensuring that stock is displayed and that the stock is kept tidy
• Guiding visitors throughout the property and providing information on its history, its furnishings and inhabitants.
• Stewarding rooms during high season, providing information on the history of the room
• To provide excellent customer service
• Handling cash accurately and processing sales
• To actively drive up selling opportunities on membership through strong knowledge and an excellent customer service.
• Be able to take responsibility for your own development and learning.
• Have a flexible approach to working hours and days including working weekend and Bank Holidays as appropriate.
• To work across departments when necessary supporting the wider team
• To provide consistently excellent customer service when dealing with high volumes of customers and busy periods, including coach visits.
• Adhering to the property’s quality standards including wearing of uniform.
• Ensuring health 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).

SCOPE OF JOB
People Management
• Will have regular (daily) interaction with members of the public of all ages and abilities

Finance Management
• Share till reconciliation duties, as appointed by Visitor Services Manager

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

Essential:
• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Ability to be flexible, in particular to adapt working patterns and tasks to meet day-to-day 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 front of house or guiding experience
• Additional languages
• Demonstrable experience in a customer-facing role, delivering impeccable customer care through excellent inter-personal skills.
• Demonstrable experience in sales or ticket/event/admissions with experience and confidence undertaking till-work and cash handling/reconciliation.
• Experience in EPOS style till operation.
• Excellent cash handling skills.
• Excellent selling skills – adaptable to customer type and product.

The Purpose of the Role, Key Responsibilities, 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.

Applications
Interested applicants should forward a completed application form by email to workforus@nts.org.uk, or by post to National Trust for Scotland, 5 Cutlins Road, Edinburgh, EH11 4DF by Friday 10th February 2023.

PURPOSE OF THE ROLE:

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at Fyvie Castle.
Fyvie Castle is a fabulous place for tourists and locals to soak up the atmosphere of old Scotland.
Staff should be passionate about delivering outstanding customer experiences to our visitors and guests and able to maximise opportunities to generate income. It’s important that Visitor Service Assistants (VSA’s) ensure the property and its assets are safe and secure. Furthermore, we’re looking for team workers who are also able to use their own initiative and are driven to make a difference.
This role is about creating a 5 star visitor experience and providing outstanding customer service.

KEY RESPONSIBILITIES:

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

• Welcoming visitors and promoting the value of Trust membership
• Assisting visitors in selecting and purchasing the most appropriate ticket option
• Processing retail deliveries, ensuring that stock is displayed and that the stock is kept tidy
• Guiding visitors throughout the property and providing information on its history, its furnishings and inhabitants.
• Stewarding rooms during high season, providing information on the history of the room
• To provide excellent customer service
• Handling cash accurately and processing sales
• To actively drive up selling opportunities on membership through strong knowledge and an excellent customer service.
• Be able to take responsibility for your own development and learning.
• Have a flexible approach to working hours and days including working weekend and Bank Holidays as appropriate.
• To work across departments when necessary supporting the wider team
• To provide consistently excellent customer service when dealing with high volumes of customers and busy periods, including coach visits.
• Adhering to the property’s quality standards including wearing of uniform.
• Ensuring health 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).

SCOPE OF JOB
People Management
• Will have regular (daily) interaction with members of the public of all ages and abilities

Finance Management
• Share till reconciliation duties, as appointed by Visitor Services Manager

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

Essential:
• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Ability to be flexible, in particular to adapt working patterns and tasks to meet day-to-day 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 front of house or guiding experience
• Additional languages
• Demonstrable experience in a customer-facing role, delivering impeccable customer care through excellent inter-personal skills.
• Demonstrable experience in sales or ticket/event/admissions with experience and confidence undertaking till-work and cash handling/reconciliation.
• Experience in EPOS style till operation.
• Excellent cash handling skills.
• Excellent selling skills – adaptable to customer type and product.

The Purpose of the Role, Key Responsibilities, 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.

Applications
Interested applicants should forward a completed application form by email to workforus@nts.org.uk or by post to National Trust for Scotland, 5 Cutlins Road, Edinburgh, EH11 4DF by the Friday 17th February 2023

JOB PURPOSE

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at Drum Castle.

Drum Castle is a fabulous place for tourists and locals to soak up the atmosphere of old Scotland. Staff should be passionate about delivering outstanding customer experiences to our visitors and guests and able to maximise opportunities to generate income. It’s important that Visitor Service Assistants (VSA’s) ensure the property and its assets are safe and secure. Furthermore, we’re looking for team workers who are also able to use their own initiative and are driven to make a difference.

This role is about creating a 5-star visitor experience and providing outstanding customer service. We are looking for people who have experience or a keen interest in Catering.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

To provide a consistently high standard of visitor care when –

• Welcoming visitors to the café and working in an efficient and knowledgeable manner
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Equality Act.
• Answering visitors queries about the catering offer.
• Promoting the National Trust for Scotland and the benefits of membership.

To maintain excellent standards of site and personal presentation –
• Ensuring the café is fully stocked and set up daily.
• Wearing correct uniform, name badges, or PPE as required.
• Working in harmony with other departments within the property.

You must be flexible to meet the needs of the property, this will include weekend working.

Financial Responsibilities

• To adhere to all financial procedures to include till operations and cash reconciliation duties.
• Help achieve sales targets and membership recruitment targets.
• Upsell products within the café.
• Actively feedback visitor comments to line managers to improve offer, service and operation.

Health and Safety
• To ensure the site meets with the Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and site is secured at end of the day.

QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Experience
Essential
• Ability to work within a team, with minimal supervision, to a high and safe standard.
• Ability to be flexible and adapt to various working patterns.
• 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.
• Ability to be proactive and to take the initiative.
• Excellent personal presentation.

Desirable
• Basic Food Hygiene Qualification.
• Demonstrable experience in sales, EPOS systems and cash handling/reconciliation.
• Experience in a customer facing role.
• Catering experience.

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.

Applications
Interested applicants should forward a completed application form by email to workforus@nts.org.uk, or by post to National Trust for Scotland, 5 Cutlins Road, Edinburgh, EH11 4DF by Friday 10th February 2023.

JOB PURPOSE
To provide operational coordination and supervision of catering at xx 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 offer, including ordering, merchandising, sales targets;
• Line management of Visitor Services Assistants and volunteers
• Duty management and oversight/maintenance of the property
• Ensure the property social media is managed to generate interest, engagement and help drive visitors
• Security of the Property;
• Health & Safety procedures, emergency procedures, and environmental procedures;
• Deputising for the VSS Operations on-site and off-site as required

Responsible for day to day financial administration at the property, including
• Ensuring the completion of Cash/till reconciliation;
• Week-end reports and reconciliation;
• Completion of the banking and all cash handling processes

Supporting the VSS Operations with
• recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.

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

Tools/equipment and cleaning chemicals:
• Occasional user of cleaning chemicals.
• Expected to become familiar with and comply with the property’s Health and Safety policies or ‘ Safe Systems of Work’

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential:
• Ability to work within a team or independently, with minimal supervision, to a high and safe standard.
• Experience of working in an catering role, including supervision of staff and/or responsibility for specific activities;
• 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.
• Ability to be flexible and 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.
• Ability to do basic cooking.
• Genuine belief in the value of good customer service.
• Ability to be proactive and to take the initiative.

Desirable:
• Access to own transport
• Basic Food Hygiene Qualification
• Demonstrable experience in sales with experience of EPOS systems and cash handling/reconciliation.

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.

Applications
Interested applicants should forward a completed application form to the People Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cultins Road Edinburgh EH11 4DF, by mail or by email via workforus@nts.org.uk, by first post (i.e. 10.00am) on 25th February 2022.

Terms and conditions: The post is subject to the standard terms and conditions and includes duties during weekends and occasional evenings when required.

JOB PURPOSE

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at Crathes Castle.

Crathes Castle is a fabulous place for tourists and locals to soak up the atmosphere of old Scotland. Staff should be passionate about delivering outstanding customer experiences to our visitors and guests and able to maximise opportunities to generate income. It’s important that Visitor Service Assistants (VSA’s) ensure the property and its assets are safe and secure. Furthermore, we’re looking for team workers who are also able to use their own initiative and are driven to make a difference.

This role is about creating a 5-star visitor experience and providing outstanding customer service. We are looking for people who have experience or a keen interest in Catering.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

To provide a consistently high standard of visitor care when –

• Welcoming visitors to the café and working in an efficient and knowledgeable manner
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Equality Act.
• Answering visitors queries about the catering offer.
• Promoting the National Trust for Scotland and the benefits of membership.

To maintain excellent standards of site and personal presentation –
• Ensuring the café is fully stocked and set up daily.
• Wearing correct uniform, name badges, or PPE as required.
• Working in harmony with other departments within the property.

You must be flexible to meet the needs of the property, this will include weekend working.

Financial Responsibilities

• To adhere to all financial procedures to include till operations and cash reconciliation duties.
• Help achieve sales targets and membership recruitment targets.
• Upsell products within the café.
• Actively feedback visitor comments to line managers to improve offer, service and operation.

Health and Safety
• To ensure the site meets with the Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and site is secured at end of the day.

QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Experience
Essential
• Ability to work within a team, with minimal supervision, to a high and safe standard.
• Ability to be flexible and adapt to various working patterns.
• 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.
• Ability to be proactive and to take the initiative.
• Excellent personal presentation.

Desirable
• Basic Food Hygiene Qualification.
• Demonstrable experience in sales, EPOS systems and cash handling/reconciliation.
• Experience in a customer facing role.
• Catering experience.

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.

Applications
Interested applicants should forward a completed application form by email to workforus@nts.org.uk, or by post to National Trust for Scotland, 5 Cutlins Road, Edinburgh, EH11 4DF by Friday 10th February 2023.

JOB 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
Retail/Catering/Events/Cashier duties
• To assist with the set-up, stewarding and break-down of events.
• To assist with hospitality events. Staff may be asked to work through into the night hours.
• To ensure good housekeeping of catering kitchens, serveries and back of house areas.
• 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 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
• 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.

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

Essential

• No formal educational qualification required (but see “Experience” below).

Desirable
• A full, clean driving license for driving in the UK.

Skills, Experience & Knowledge
Essential
• Demonstrable experience in a customer-facing role, delivering impeccable customer care through excellent inter-personal skills.
• 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.

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 their general abilities.

Applications
Interested applicants should forward a completed application form to the People Department (Applications) by email via workforus@nts.org.uk, or by post to The National Trust for Scotland, Hermiston Quay, 5 Cultins Road Edinburgh EH11 4DF, by first post (i.e. 10.00am) on 10th February 2023.

JOB PURPOSE

As a front-line member of the Culloden team your job is give an amazing welcome and tell the story of this iconic site. You will be responsible for delivering our commercial offer which includes membership, general admission, donations, some retail products and travel trade. You will be part of our Visit Scotland 5-star team acting as an ambassador for the site and the National Trust for Scotland.

This role is key to the visitor experience; your role is to put smiles on faces and ensure our visitors have an amazing visit.

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, answering the telephone, cleaning, recording statistics etc.
• Working with the Visitor Services Manager (Welcome) and a Visitor Services Supervisor (Welcome) to deliver membership targets and KPI’s
• Cash reconciliation duties including end of day and administration tasks. Ensuring cash is handled accurately and there is continuity across all sales platforms
• To ensure perpetually high levels of accuracy are maintained for all transactions and data recording
• Working with the Visitor Services Manager (Welcome) and a Visitor Services Supervisor (Welcome) to deliver audio guide systems and other services efficiently to visitors
• To actively drive-up selling opportunities through strong product knowledge and an excellent customer service to maximise sales of admission tickets, membership and donations.
• Working with the Visitor Services Manager (Retail) and wider property staff to ensure high standards of display & merchandising at all times.
• Be able to take responsibility for your own development and learning.
• Answer historical questions and booking enquiries and process bookings appropriately
• Have a flexible approach to working hours and days including working weekend and Bank Holidays as appropriate.
• To work across departments and properties 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 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.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Experience

Essential
• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• 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
• Foreign language skills
• Historical knowledge of the site and area
• Previous experience in museum, tourism or equivalent sector

DIMENSIONS AND SCOPE OF JOB

People Management
 The Welcome team consists of a Visitor Services Manager (Welcome) and a Visitor Services Supervisor (Welcome) there are no line management responsibilities for this role, but this role works closely with volunteers and members of the wider site team.
 This role involves working with members of the public of all ages and abilities on a daily basis
Finance Management
 This role will involve cash reconciliation duties as appointed by the Visitor Services Manager (Welcome).
Tools / equipment / systems
 There will be the occasional use of cleaning chemicals.
 This role will involve manual handling.
 Is expected to work and ensure compliance within the property’s ‘safe systems of work’ (the system for managing health and safety)
Workplace context
 This role is primarily based at Culloden but is required to travel occasionally to other locations on Trust business. As part of the Culloden Cluster work may be required at other sites including Abertarff House and Hugh Millers Birthplace Cottage. Note that as the Trust’s properties are often in remote or rural locations where public transport may be limited, the ability and confidence to drive in the UK is essential.”
 Culloden Battlefield Visitor Centre includes the visitor centre, Leanach cottage and the battlefield itself.

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.

Interested applicants should forward a completed application form to the People Services Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cultins Road Edinburgh EH11 4DF, by mail or by email via workforus@nts.org.uk, by first post (i.e., 10.00am) on Friday 10th February 2023.

JOB PURPOSE

Retail plays a key role in the winning Culloden Battlefield team. Your job is to give a warm, Highland welcome and to generate the sales and income that helps us protect and preserve the site and many others in Scotland. You may be working across the Culloden Cluster sites, this includes Abertarff House, Hugh Miller’s Cottage and Culloden Battlefield. Voted a 5-Star destination by Visit Scotland, together we’ll deliver a top shopping experience and unforgettable memories for all our happy customers.

This role is key to the visitor experience; your role is to put smiles on faces and ensure our visitors have an amazing visit.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

This role will assist the wider Retail team to deliver the best visitor experience at Culloden cluster sites (including but not limited to):

• To provide excellent customer service.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed.
• Cash reconciliation duties including end of day and administration tasks. Ensuring cash is handled accurate and there is continuity across all sales platforms
• Working with the Visitor Services Retail team to ensure best stock management
• To actively drive-up selling opportunities through strong product knowledge and an excellent customer service to maximise sales of shop stock and donations.
• Working with the Visitor Services Manager (Retail) and wider property staff to ensure high standards of display & merchandising at all times.
• Be able to take responsibility for your own development and learning.
• Have a flexible approach to working hours and days including working weekend 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.
• To adhere 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 criminal records (Disclosure Scotland) check to be carried out.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Experience

Essential
• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Ability to be flexible/adaptable at work when required.
• 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
• Additional language skills
• Historical knowledge of the site and area
• Previous experience in hospitality, retail and tourism.

DIMENSIONS AND SCOPE OF JOB

People Management
 This role involves working with colleagues and members of the public of all ages and abilities daily
Finance Management
 This role will involve cash reconciliation duties as appointed by the Visitor Services Manager (Retail).
Tools / equipment / systems
 There will be the occasional use of cleaning chemicals.
 This role will involve manual handling.
 Is expected to work and ensure compliance within the property’s ‘safe systems of work’ (the system for managing health and safety)

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.

Applications

Interested applicants should forward a completed application form to the People Services Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cultins Road Edinburgh EH11 4DF, by mail or by email via workforus@nts.org.uk, by first post (i.e., 10.00am) on Friday 10th February 2023.