Visitor Services

We are currently recruiting for a Duty Supervisor who will provide supervision and support to the visitor services team to deliver consistently high standards of customer service in order to optimise visitor experience, on evenings and weekends.

The Duty Supervisor will act as a main point of contact for the Visitor Assistant team, supporting the maintenance of systems, policies and procedures to ensure that the team upholds DCA values and aims. In conjunction with Exhibitions, Cinema, Print Studio, Learning, Communications and Operations teams, the Duty Supervisor will work to enable meaningful and accessible customer engagement with the DCA programme.

Working with the Visitor Services Manager, the Duty Supervisor will ensure that best practice is observed with regards to handling customer complaints, data management, reporting and ticketing.

Working on an ad hoc basis, the Casual Visitor Assistant will provide support across any of our Visitor Services touchpoints. You will ensure, through providing exceptional standards of visitor experience, that all visitors are welcomed warmly, encouraged to learn about and engage with our diverse programme of activity and have a safe and enjoyable visit to DCA.

Casual Visitor Assistants will offer our visitors a variety of services and information to enhance their visit and process sales of cinema tickets, courses, events and memberships.

JOB PURPOSE

Do you have a passion for food and dedicated to high levels of customer service?

Visiting our Café is an essential part of the visitor experience for those coming to Pollok House and the role of the Visitor Service Assistant – Food & Beverage is to make it a positive and memorable part of a visitor’s day with us. Our café is a busy operation, and the ideal candidate should be experienced in a high volume, fast paced environment. Barista experience would be beneficial for this role however training will be given.
We also operate as a function venue so this role will be required to work evenings on occasion to assist with weddings or other events. Previous experience in a function venue dealing with large scale dinner service and bar service would be beneficial.

Core hours will be the minimum hours available, with the opportunity to work additional hours to suit the needs of the business. Must have full weekend availability, hours will be issued on a rota basis.
We pride ourselves on creating a team work ethic here at Pollok house so you may be required for additional support with other areas of the property such as Admissions, Retail, and Events activities to meet the business needs.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• To provide a consistently high standard of visitor care at all times
• 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 and enquiring whether all their needs are met.
• 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 Visitor Services Supervisor
• Regularly assist in ordering all necessary food and dry goods

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.
• Demonstrate experience in F&B service environment
• Ability to be flexible and adapt working patterns and tasks to meet day-to-day variations in property needs. This will include evenings to support events, such as weddings.
• 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.
• Basic Food Hygiene Qualification.
Desirable:
• Access to own transport.
• Basic Food Hygiene Qualification.
• Demonstrable experience in sales with experience of EPOS systems and cash handling/reconciliation.

JOB PURPOSE
To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining the excellent standards we set across our properties to enable us to provide the best possible experience for our visitors. Providing an efficient, reliable service and high standards in housekeeping based on the needs of the property. Specifically, to ensure that all areas and public facilities are cleaned and maintained to the highest standards, to make the property the best possible place to visit and work.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
The post is responsible to provide a consistently high standard for visitor care at all time and for a wide variety of housekeeping duties in connection with the well-being and care of the property. Besides the focus on the area housekeeping the role supports other VSA areas as admissions, catering, retail etc. in response to the needs to the business.
• Ensuring a high standard of cleanliness to all visited and non-visited areas of the property as directed by your line manager;
o The general ongoing operational cleaning of all areas as necessary, as toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required etc.;
o Working with the public, cleaning during trading hours.
• Ensuring site is ready to open and welcome visitors by the set opening time;
• Actively support the Trust’s Conservation programme and undertake general housekeeping duties to the highest level of care which may include:
o In line with current NTS best practice, clean and care for the collection of furniture, books, artworks, glass, china silverware, other artifacts and delicate fabrics and curtains;
o Checking of collections and domestic inventories during changeover;
• Reporting losses/breakages, wear and tear and repairs required immediately to your line manager;
• Deliver excellent customer care (internal and external) to foster a friendly and inviting atmosphere for visitors, staff and volunteers;
• Working in harmony with other departments; visitor services, events, gardening, maintenance and site repair employees/contractors;
• Provide support to enable functions and events to be successfully delivered;
• Share in the common responsibility of working in a manner mindful of the Trust’s obligations to minimise impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport;
• Follow Trust policy regarding Health and Safety, Environmental Sustainability, and Collections Care;
o Wearing correct uniform, name badges, or PPE as required;
o reporting all H&S hazards, fire risks, and instances of damage and wear and tear issues promptly to Maintenance Manager.

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

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

Skills, Experience & Knowledge
Essential
• Sound previous housekeeping experience including:
o cleaning and presentation of areas open to the public
o Evidence of taking action to identify health and safety issues, required repairs, damage etc.
• Personal commitment to high standards of cleanliness
• Personal commitment to excellence in customer care
• Flexible, helpful outlook to customers and colleagues
• Attentive to detail with an eye for presentation and finish
• Ensure that all activities undertaken are compliant with the Trust’s health and safety policies
• Excellent interpersonal skills, with an ability to get along with a wide range of people
• This is a physical job, which will normally include use of vacuums, mop and bucket, lifting, fetching and carrying laundry and objects
• Working flexibly in response to the needs to the business, including evening/weekend work and lone working
• 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.

JOB PURPOSE
• This role will focus on welcoming our visitor to the property, retail sales and supporting stock management.
• Being able to manage admissions, answer enquiries over the phone and carry out basic administration tasks.
• Maximising our membership sales and promotion for the property, within a clearly communicated target based system.
• To ensure our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, supporting opportunities to generate income and ensuring that the site and its assets are safe and secure.
Core hours will be the minimum hours available, with the opportunity to work additional hours to suit the needs of the business. Must have full weekend availability, hours will be issued on a rota basis.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To always provide a consistently high standard of visitor care
• Welcoming visitors to the site and processing their admission and purchases in a friendly, efficient and knowledgeable manner;
• Welcoming visitors with additional needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act;
• Ensuring a high quality and consistent approach to all visitors.
• Answering visitors’ queries about the site, providing accessible information to visitors.
• 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.
• Effective communication with visitors, staff and volunteers.
• Be confident in customer led decision making.

To always maintain excellent standards of site and personal presentation
• The general ongoing operational cleaning of all areas as necessary;
• Ensuring site is ready to open and welcome visitors by the set opening time;
• Wearing correct uniform, name badge and taking pride in representing the National Trust for Scotland.
• Reporting all instances of damage and wear and tear issues promptly to your line manager;
• Ensuring a positive working relationship and environment between other departments and site visitors.

Financial Responsibilities (where applicable)
• To adhere to all financial procedures including till operation and banking: to implement amendments to standard procedure as instructions may dictate.
• Raising any issues or discrepancies to the management team where necessary.

Retail/Catering/Events/Cashier duties (where applicable)
• To ensure good housekeeping of catering kitchens, serveries and back of house areas.
• To support management in maintaining retail displays and standards.
• To support retail targets, utilizing training provided by management.
• To actively upsell products and services to create a customer led environment.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work willingly and 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