Visitor Services

Benefits: Fantastic pension (26.6%), Generous annual leave!

Hours: 25 Hours (Permanent) (5 days across 7)

Location: National Museum of Flight (East Lothian)

National Museums Scotland is one of the leading museum groups in Europe. Our Museum of Flight is located on the site of the UK’s best preserved Second World War airfield and has a collection of over 50 aircrafts and Scotland’s only Concorde!
We are looking for enthusiastic, passionate, honest, service-driven individuals to join our team.

Responsibilities:

As Visitor Experience Assistant with National Museum of Flight you will:

• Be proactive, approachable and visitor focussed in being ready to offer support, directions and assistance to visitors.
• Be visible at all times, maintaining a consistent, engaging and professional manner in pursuit of the provision of a high-quality customer service.
• To support a broad range of public programmes, exhibitions and events e.g. facilitating group visits and learning events for a wide range of visitors.

Requirements:

• Good organisational and communication skills.
• Excellent attention to detail.
• Able to resolve incidents to a satisfactory outcome,
• Able to travel reliably to site
• Work to a systematic rota that includes weekend working

Extra Benefits:

• Civil service pension (26.6% employer contributions!)
• Generous Annual leave: 36.5 days! (pro rata where appropriate & Inclusive of public holidays)
• Cycle to Work scheme
• Free access to national (and international) museums and exhibitions!
• Exclusive discounts on both local and national highstreet and online retailers!

For us, hiring the right person for the right job is everything to us. We want to encourage you to apply if you think the this is the role for you!

If you would like to apply we would advise that you read through the full recruitment pack for this role and apply directly via our website linked below.

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, Retail and Food & Beverage activities making the property the best possible place to visit and work.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the site and processing their admission/retail or catering purchase in a friendly, efficient and knowledgeable manner;
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act;
• Welcoming International visitors and aiding with specific needs.
• Welcoming groups in an efficient and warm manner
• Answering visitors’ queries about the site, education facilities and the local area;
• Providing information about the site, its history, contents, offers and merchandise;
• Promoting National Trust for Scotland brand to include our Membership scheme, events, upselling other properties and any promotional campaigns, being proactive in the selling of Membership and Gift Aid.

To maintain excellent standards of site and personal presentation at all times
• 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/Admissions/Food & Beverage duties (where applicable)
• To ensure good housekeeping of 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 assist with the set-up, stewarding and break-down of events in liaison with the events coordinator.

Health and Safety
• To ensure site meets with Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
• To use personal protection equipment as provided and directed by your line manager.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
• No formal educational qualification required.
Skills, Experience & Knowledge
Essential:
• 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:
• 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.

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 retail and admission and making Threave Gardens & Nature Reserve the best possible place to visit and work.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the site and processing their admission/retail purchase in a friendly, efficient and knowledgeable manner
• 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
• 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; food & beverage, housekeeping, gardening, estate 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.

Retail/Admission/Plant Sales and other duties
• To ensure good housekeeping of and back of house areas, including Plant Sales
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site 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.

Health and Safety
• To ensure site meets with Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
• To use personal protection equipment as provided and directed by your line manager

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
• No formal educational qualification required.

Skills, Experience & Knowledge
Essential
• Demonstrable experience in a customer-facing retail-based role, delivering high levels of customer care through excellent inter-personal skills,
• Experience and confidence undertaking till-work and cash handling/reconciliation.
• Excellent selling skills – adaptable to customer type and product.
• Flexible, helpful outlook to customers and colleagues.
• An understanding and commitment to the aims and objectives of the National Trust for Scotland.
• Living the values of the National Trust for Scotland and encourage colleagues to do the same
o The ability and willingness to understand others’ perspectives and to consider the impact of your actions on them and to adapt your actions as necessary.
o The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
o An open and honest way of communicating, ready to ask others for their ideas and to be open to hear and consider different points of view.
o A pro-active approach to taking initiative and to driving forward ideas and projects designed to improve daily operations and deliver an exceptional visitor experience.

Desirable
• Experience using an EPOS system

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

Under the direction of the Head Gardener, to ensure that the garden and estate are managed and maintained to a high standard in line with the aims and objectives of the National Trust for Scotland.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Assisting with general horticultural duties to the required standards expected by the Trust and for the maximum safety of, and enjoyment by, visitors. Activities may include:
• Grass-cutting, strimming, hedge-cutting and raking/collection
• Cutting of lawn edges
• Hand-weeding of beds and borders
• Weeding, watering and feeding vegetable beds and harvesting produce
• Planting out (under direction of staff)
• Application of mulches
• Assisting with general property maintenance duties and for the maximum safety of, and enjoyment by, visitors. Activities may include:
• Refuse disposal
• Raking gravel paths
• Assisting as required with the general enjoyment of the gardens and estate by:
• Responding to general visitor enquiries
• Assisting at events held within the garden or on the estate
• Assisting with interpretation activities such as answering basic horticultural enquiries from visitors and providing clear and accurate plant labeling.
• Working with the full time staff to foster positive relationships with local communities, visitors and promoting the work of the Trust, and actively seeking opportunities to increase Trust membership
• Working with volunteers to ensure they deliver required outputs at the appropriate standard and gain benefits from their volunteering
• Ensuring compliance with the Trust’s health, safety and environment policies and procedures to ensure the safety of staff, volunteers and visitors. This includes recognition of the Trust’s environmental policy with respect to sustainable gardening policies.

This role does not require you to undertake a criminal records check.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
• No formal educational qualifications required – but previous gardening or grounds-keeping experience is highly desirable
• Driving License, valid for driving within the UK

Experience

Essential
• Should be experienced with a wide range of hand tools and basic machinery / equipment (e.g. lawn mowers, strimmer) or willing to be trained
• Excellent interpersonal and communication skills, confident in interacting and dealing with a wide range of people, and able to represent the Trust
• Some practical knowledge of Health and Safety processes and the ability to work effectively within these processes
• Capable of working effectively within a team environment, but equally able to work unsupervised
• Good organisational and time management skills – including the ability to prioritise work where necessary
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland

Desirable
• A RHS level 2 practical or equivalent is highly desirable
• Experience of working in a garden open to the public
• Competent IT skills sufficient for use of the internet and for completing intranet training modules

DIMENSIONS AND SCOPE OF JOB

People Management
• Will work closely with the Head Gardener and Instructor Gardener/s and other property staff
• Will regularly work with a team of garden volunteers
• Will have daily interaction with members of the public of all ages and abilities

Finance Management
 Not a budget-holder but will be expected to take responsibility for effective management of Trust resources in the allocated areas (e.g. compost, materials etc)

Tools / equipment / systems
 Will be a frequent user of powered tools such as mowers, strimmers, hedge-cutters
 Will be a frequent user of hand tools such as spades, forks, trowels, rakes, hoes, shears and secateurs

JOB PURPOSE
To maximize our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimizing 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 and Events activities making the property the best possible place to visit and work.
Core hours will be the minimum hours available, with the opportunity to work additional hours to suit the needs of the business, specifically for evening openings. Must have full weekend availability, hours will be issued on a rota basis.
This role will focus on providing information about Pollok house and its history to our visitors, delivering seasonal events and tours when required, supporting collections care within the property in line with our house keeping plan, and supporting the delivery of functions when necessary.

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 ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/catering/events targets and KPI’s.
• To actively upsell products and services to facilitate the visitor’s enjoyment.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work flexibly across departments and sites as needed.
• To assist with the set-up, stewarding and break-down of events in liaison with the events coordinator.
• To assist with Heritage Hospitality events. Staff may be asked to work through into the night hours.

Health and Safety
• To ensure site meets with Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
• To use personal protection equipment as provided and directed by your line manager

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
• No formal educational qualification required.

Skills, Experience & Knowledge
Essential
• Demonstrable experience in a customer-facing role, delivering impeccable customer care through excellent inter-personal skills.
• Demonstrable experience in sales or ticket/event/admissions – ideally in a heritage/tourism context – with experience and confidence undertaking till-work and cash handling/reconciliation.
• Experience in EPOS style till operation.
• Excellent cash handling skills.
• Excellent “front of house” persona – warm, welcoming, patient, understanding.
• Excellent selling skills – adaptable to customer type and product.
• Demonstrable excellent time management skills and the ability to prioritise.
• Flexible, helpful outlook to customers and colleagues.
• An understanding and commitment to the aims and objectives of the National Trust for Scotland.
• Living the values of the National Trust for Scotland and encourage colleagues to do the same
o The ability and willingness to understand others’ perspectives and to consider the impact of your actions on them and to adapt your actions as necessary.
o The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
o An open and honest way of communicating, ready to ask others for their ideas and to be open to hear and consider different points of view.
o A pro-active approach to taking initiative and to driving forward ideas and projects designed to improve daily operations and deliver an exceptional visitor experience.

Desirable
• Experience in storytelling and a passion for Scottish heritage and history
• Experience in collections care

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.

Purpose of the role

To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to gain income and ensuring that the site and its’ assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions, house management, Catering and Events activities making the property the best possible place to visit and work.
We are looking for talented and customer focused individuals to join our team and to help us make The Hill House a 5* Visitor Attraction.
We are looking for people who have experience or a keen interest in Visitor Experience and Scotland’s’ Heritage.

KEY RESPONSIBILITIES:

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

– 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 Equality Act.
– welcoming international visitors and aiding with specific needs.
– welcoming large groups in an efficient and warm manner.
– answering visitors’ queries about the site, education facilities and the local area.
– housekeeping duties.
– assisting in the day to day running of a retail offer.
– 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 where 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.

– To actively upsell products, services and memberships to facilitate the visitors’ enjoyment.

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 protective equipment as provided and directed by your line manager.

Desirable

• Demonstrable experience in a customer-facing retail-based role, delivering impeccable customer care through excellent inter-personal skills.
• Demonstrable experience in a customer-facing role in a heritage environment.
• Demonstrable experience in sales or ticket/event/admissions with experience and confidence undertaking till-work and cash handling/reconciliation.
• Excellent cash handling skills.
• Excellent “front of house” persona – warm, welcoming, patient, understanding.
• Excellent selling skills – adaptable to customer type and product.
• Flexible, helpful outlook to customers and colleagues

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

Purpose of the role

To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to gain income and ensuring that the site and its’ assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions, Retail, Visitor Centre, Catering and Events activities making the property the best possible place to visit and work.
We are looking for talented and customer focused individuals to join our team and to help us make Crarae Gardens a 5* Visitor Attraction.
We are looking for people who have experience or a keen interest in Visitor Experience and Scotland’s’ Heritage.

KEY RESPONSIBILITIES:

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

– 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 Equality Act.
– welcoming International visitors and aiding with specific needs.
– welcoming large groups in an efficient and warm manner.
– answering visitors’ queries about the site, education facilities and the local area.
– housekeeping duties.
– Maintain high standards of hygiene in the catering facility and ensure HACCP regulations are adhered to.
– To make and serve barista grade coffee and assist with catering
– assisting in the day to day running of a retail offer.
– 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 where 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; 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.

– To actively upsell products, services and memberships to facilitate the visitors’ enjoyment.

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 protective equipment as provided and directed by your line manager.

Desirable

• Demonstrable experience in a customer-facing catering or retail based role, delivering impeccable customer care through excellent inter-personal skills.
• Demonstrable experience in a customer-facing role in a heritage environment.
• Demonstrable experience in sales or ticket/event/admissions with experience and confidence undertaking till-work and cash handling/reconciliation.
• Excellent cash handling skills.
• Excellent “front of house” persona – warm, welcoming, patient, understanding.
• Excellent selling skills – adaptable to customer type and product.
• Flexible, helpful outlook to customers and colleagues

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

JOB PURPOSE

As a member of our Visitor Services team your job is to give visitors from across the globe a warm welcome to Fyvie Castle and help generate the income that enables us to care for Fyvie Castle and other National Trust for Scotland properties.

Visiting our tearoom is an essential part of the visitor experience and the role of the Visitor Service Assistant – Catering is to make it a positive and memorable part of a visitor’s day with us.

You will help us maximise sales through excellent customer service and product knowledge, taking a pride in store presentation and effective behind-the-scenes processes.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• To provide a consistently high standard of visitor care at all times when:
• Welcoming all visitors to the site and processing their catering purchase in a friendly, efficient and knowledgeable manner; supporting 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, deals, seating, and ingredients.
• Checking on how visitors are enjoying their experience of catering at Fyvie Castle and enquiring whether all their needs are met.
• Consistently presenting high quality plating of food.
• Promoting the National Trust for Scotland and the benefits of membership of it.
• To maintain excellent standards of site and personal presentation at all times
• The general ongoing operational cleaning of all areas as necessary
• Wearing correct uniform, name badges, or PPE as required.

SCOPE OF JOB

Customer Service

• Regular interaction with members of the public of all ages and abilities.
Teamwork

• Regular interaction with employee and volunteer colleagues to share daily tasks and support a smooth visitor operation

Sales, stock and financial processes

• Help achieve sales targets and membership recruitment targets
• Operate tills and share end of day cash reconciliation duties, as appointed by Catering Manager

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

JOB PURPOSE
Here at National Trust for Scotland’s beautiful Brodie Castle we are looking for energetic, cheerful, and talkative individuals to join our amazing welcome team this summer. No previous experience is needed, we would just love to hear from people who can interact and chat with our guests and make them feel welcomed and valued from the minute they arrive until we wish them farewell. This role is vital in providing an amazing welcome in all areas of the offer here at Brodie Castle, helping our visitors have a fantastic experience and create wonderful memories for our guests. Based in the Welcome Centre, Retail, Castle or initial welcoming areas, your role is to make a great day out truly exceptional for our guests. You’ll help us maximise all charity income opportunities through excellent customer service, product knowledge and taking a pride in everything we do, as well as inviting visitors to support our work through membership.

With an interest in history or storytelling you will help our visitors get a glimpse of the past while you show them around the Castle and share the stories of the family, the collection and the building itself.

KEY RESPONSIBILITIES

• To provide excellent customer service to all who choose to visit.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed as instructed.
• To welcome customers to the property by providing information on the site and facilities.
• Work with the Visitor Services Managers and property staff to deliver financial targets and other KPI’s.
• Handling cash accurately and processing sales.
• Working closely with the Visitor Services Manager and property staff to ensure perpetually high levels of accuracy are maintained for stock inventories.
• To actively drive-up selling opportunities through strong product knowledge and an excellent customer service.
• Working with the Visitor Services Manager and property staff to ensure high standards of display, preparation, serving and merchandising at all times.
• To help manage car park arrivals.
• Cash reconciliation duties including end of day and administration tasks.
• 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 Brodie Castle teams.
• To develop a working knowledge of the history of the site and being able to relate that to products.
• Lead tours of the Castle and Grounds which tell the stories of the past, present and future of Brodie Castle.
• To provide consistently excellent customer service when dealing with high volumes of customers.
• Assisting in the general ongoing operational cleaning of all areas as necessary.
• 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).
• Play your part in ensuring that the presentation of all areas is of the highest standards including wearing of uniform.

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

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.
• Assist Retail with stocktaking and goods receipting.

Tools/equipment and cleaning chemicals
• Will be an occasional user of cleaning chemical
• Is expected to work and ensure compliance within the property’s ‘safe systems of work’ (the system for managing health and safety)

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, to adapt working patterns and tasks to meet day-to-day variations in visitors, catering and general property needs.
• Ability to adjust pace to match customer flow without compromising quality of service.
• Excellent front of house persona – warm, welcoming, patient and understanding.
• Genuine belief in the value of good customer service.
• Good interpersonal and communication skills.
• Demonstrable time management skills and the ability to prioritise.