Visitor Services

KEY PURPOSE
To ensure that the garden and related policies of Brodick Castle Garden and Estate are managed and maintained as a nationally-recognized garden of outstanding historical and horticultural importance; contributing to the property’s overall conservation and development, and its enjoyment by visitors and supporters.

The role of ‘Gardener’ as a key member of the Brodick Castle team will be heavily involved in the development plans of the garden and wider designed landscape, with future projects aimed at creating gardens of international significance. Hence this post will be vital to realize this ambition of the gardens as a top visitor attraction. This post is likely to include frequent work in the woodland garden.

CONTEXT
The garden comprises a listed walled garden containing an impressive collection of tender plants that may be grown due to the effect of the Gulf Stream. It also features a large woodland garden containing a world class collection of Rhododendrons and plants from temperate regions of the world.

KEY RESPONSIBILITIES

The Key Purposes of the job will be met by:
1. Undertaking practical maintenance of the garden (e.g. managing trees and shrubs, herbaceous plants, and bulbs; turf care; pest/disease/weed control; staking, plant nutrition, composting and soil improvement to the required standards expected by the Trust and for the maximum safety of, and enjoyment by visitors including other professionals in the horticultural industry;
2. Fostering positive relationships with local communities and organisations and promote the work of the Trust.
3. On occasion, supervising and working with volunteers and/or staff members to ensure they deliver required outputs at the appropriate standard, and gain benefit/satisfaction from their activities;
4. Demonstrating self motivation, organizing, planning, and prioritizing and good time management;
5. Undertaking such other reasonable duties as may from time to time be required to ensure the smooth running of the property as required by the Head Gardener.
6. Ensuring compliance with the Trust’s health, safety, and environment policies and procedures.

The current duties of this job do require a criminal records (Disclosure Scotland) check to be carried out.

SCOPE OF JOB

People Management
 Not a line manager but will, on occasion, supervise volunteers and staff under instructions from Head Gardener;
 Will work closely with other property colleagues, and will have some interaction with other technical/specialist advisory colleagues based in other locations and departments (e.g. other NTS gardens in Ayrshire and Arran)
 Will have regular (daily) interaction with members of the public and guests of all ages and abilities.

Finance Management
 Not a budget-holder.

Tools/equipment
 Will be a user of driven vehicles such as ride-on mowers and tractors;
 Will be a frequent user of powered tools such as mowers, strimmers and hedge-cutters;
 Will be a frequent user of hand-tools such as spades, forks, trowels, rakes, hoes, shears, and secateurs.

Pitmedden Garden welcoming over 30,000 visitors each year and a visit to The Garden Tearoom at Pitmedden Garden is popular with locals and tourists alike.

We focus on providing a traditional tearoom experience, with guests relaxing in the sumptuous surroundings of Pitmedden House, overlooking the historic gardens, with outdoor seating also available during the warmer months.

We are enthusiastic about food and ‘Taste our Best’ and are looking for a Tearoom Supervisor to join our team and help put our afternoon teas on the map.

JOB PURPOSE

You will be responsible for the operational delivery of the visitor experience in the Food & Beverage department at Pitmedden Garden.
Delivering performance standards and targets to ensure enjoyment of the property by visitors and members is maximised and key commercial, financial and development objectives are achieved to make the property fully sustainable.

You will be part of a broader management team responsible for delivering an overall visitor service strategy, promoting good communication across the site and a joined-up service provision. You will report to the Food and Beverage Visitor Services Manager for Aberdeenshire North

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Visitor experience
• Offer excellent customer service and ensure all members of the catering team do the same.
• Delivering high standards and a consistently warm welcome within the catering department
• Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing and security of buildings, addressing issues and emergency procedure and providing relief cover, as required.

Catering operation
• Lead with menu development ensuring presentation of a high-quality food and drink offer.
• Ensure compliance with health and safety, food hygiene, food allergen, licensing, and environmental health standards, completing all related record-keeping.
• Accountable for cost-effective stock management, ordering, storage and wastage control.
• Create & run food led events throughtout the year to support the overall business goals.

People management
• Supervise the activities of a team of permanent and seasonal Visitor Service Assistants (VSAs), achieving excellent staff performance and motivation through effective induction, training, task-setting and coaching on front and back-of-house routines.
• Prepare catering rotas and holiday allocation to meet business needs.
• Work closely with specialist advisory colleagues, i.e.our Trust-wide Catering Development team
• Instill a Health & safety and Environmental health culture throughout the catering operation

Finance Management
• Share responsibility for achieving the catering budget together with the F& B Manager
• Monitor commercial performance and adjust activities to capitalize on sales opportunities and run a cost-effective catering operation.
• Supervise daily café till operations and perform end-of-day income reconciliation
• Assist the F&B Manager with menu costing and stock-taking.
• You may have delegated tasks within other departments and you will understand and help deliver the overall property business plan
• This role is one for which the duties, responsibilities or accountabilities of the role require you to undertake a criminal records check, specifically a Standard Disclosure.

Performance indicators and targets

• Weekly, monthly and annual sales and cost of sales targets
• Food compliance standards and record-keeping
• Visitor enjoyment reviews and ratings from visitor surveys and visitor feedback

Tools / equipment / systems

• Access to laptop and relevant online people management, training, financial monitoring and stock ordering systems, including NTS intranet and Microsoft 365.
• EPOS tills and chip and pin machines.
• Fully equipped commercial catering kitchens.

An interesting role responsible for the maintenance needs and health & safety compliance the Brodie Castle & Estate portfolio that encompasses, Historic Listed buildings, modern visitor centres, tenanted dwellings, Holiday Cottages and estate infrastructure.

This requires an organised individual with understanding of facilities management and practical maintenance skills. Experience of supervising contractors, managing budgets and small projects, and setting up safe, risk-aware working environments is essential.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Achieve high standards of maintenance and presentation for estate buildings and infrastructure

• Manage and deliver an annual programme of planned preventative and reactive maintenance, to time and budget, with priorities set through systematic conditions monitoring. Property assets include:

o Brodie Castle, Playful Pavillion, Playful Garden structures, Adventure Playground, car parks and surrounding landscapes
o Residential tenanted property
o 4 Holiday lets
o Bird Hides, Agri shed, Gardeners Bothy and buildings
o Sewage treatment facilities and Septic Tanks

• Responsible for the appointment, co-ordination, and supervision of qualified works contractors on site.

• Work with estate tenants and regional rural surveyor to ensure that residential properties meet relevant condition compliance standards.

• Enable visitor centres and parking facilities to open all year round through proactive cold weather planning, e.g. gritting walkways, access roads and car parks.

• Operate fit-for-purpose workshop and storage facilities, including maintaining and servicing tools, equipment, vehicles, and other estate plant.

• Work closely with Head Gardener on joint initiatives within the wider landscape and path network, including tree management and maintenance of paths, fences, and other estate infrastructure.

• Work closely with Head Gardner to ensure all vehicles and equipment on site are fit for purpose and compliant with all H&S practices and compliant with Vehicle laws.

• Ensure all customer touch points of bins, car parks and back of house areas are kept to an excellent standard.

Take a lead in ensuring compliance with health and safety, security, managing risks and establishing safe systems of work

• Conduct planned and dynamic risk assessment of maintenance tasks, for staff and contractors, adhering to the properties’ safe working procedures and reducing the likelihood of incidents or accidents.

• Manage our preparedness for emergencies, including the testing and maintenance of fire, security and emergency lighting systems and equipment, plus the induction of staff in response procedures.

• Maintain comprehensive documentation of our compliance routines and report on these as required.

• Contribute to cyclical reviews and audits of our risk assessments and emergency processes, and progress with identified actions.

• Undertake duty management and first aid cover as required, including occasional weekend working.

• Provide out-of-hours emergency cover for the visitor centre and wider estate, including responding to alarm calls.

• Monitor staff exposure to vibrating work equipment and test machinery in line with the Trust’s Hand Arm Vibration Syndrome (HAVs) policy.

• Prepare COSHH assessments and the safe management of chemicals.

• Monitor and manage the control of access to areas or activities that may pose a danger to staff, volunteers or visitors.

Provide effective financial, people and project management

• Work within agreed budgets, negotiating costs with external contractors, ordering goods and services, and monitoring spend to ensure efficient use of charitable resources.

• Lead a motivated and effective maintenance team, through task-setting, performance management and personal development. Recruit and support volunteers, work placements and apprenticeships.

• Develop and deliver projects to make a step-change in our properties’ maintenance, conservation, environmental and visitor experience standards. Work in line with CDM regulations, as required.

• Champion environmentally responsible practices to minimize our wastage, carbon footprint and impact on the landscape.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential

 Substantial experience in a wide range of maintenance/DIY tasks, including practical skills in basic plumbing, electrical, joinery and grounds-keeping.

 Degree or vocational qualifications in a relevant discipline, like facilities management, building work, project management or health and safety.

 Experience of leading, managing, and motivating staff and/or volunteers.

 Excellent interpersonal communication skills with experience of engaging with a variety of audiences, including colleagues, contractors and the public.

 Strong organizational, forward planning and multi-tasking skills with an ability to prioritise and respond to emergencies.

 Experience of risk management and championing health and safety at work.

 Driving license and competence with off-road and winter driving, use of trailers and ATVs.

 Computer literacy, including email, internet, word-processing, spreadsheets and online Microsoft finance and HR systems.

The Visitor Services Supervisor – Events will develop and drive an exciting calendar of in house and third-party events with the aim of increasing visitor numbers, generate income and deliver educational and engaging events across the site. They will work closely with the VSS – Weddings to drive hospitality in its corporate and commercial capacity (weddings, private hire and corporate events).

The Visitor Services Supervisor plays a pivotal role ensuring that the management objectives are translated into pragmatic actions by staff, and, with delegated responsibility for functions and events, is the “face” of the Trust to visitors and corporate/private-hire clients. As such, they directly influence public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

The successful candidate will sometimes be expected to work long and unsociable hours. They will be outgoing, assertive, and approachable with a flair for innovative ideas.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Hospitality & Event Management:
o Develop and promote – in conjunction with the Visitor Services Manager – a program of special events that demonstrate a “return on investment” to contribute to the property’s financial sustainability as well as generating visits.
o Undertake direct and indirect interaction with third party events companies, corporate/private-hire clients, and those attending events; ensuring that their needs are anticipated and met as part of the property’s drive for excellence in customer care.
o Ensure that efficient arrangements are made for the property for weddings, events, and corporate/private hire.
o Coordinate, supervise, and personally participate in the staffing of corporate/private-hire functions and events with the advice and support of specialist/advisory staff and volunteers.
o To act as Duty Manager on a shared basis, which will involve weekend and evening work.

• Planning and operational delivery:
o In conjunction with the Operations Manager and VSM, create and deliver a plan for achieving relevant financial targets and strategic objectives.
o Continue to expand and develop the ongoing three-year event plan
o Maintain and record all communications pertaining to all functions and events, such as keeping the event booking system up to date, dealing with emails and informing the property team of planned activities. Co-ordinating with all departments to ensure an efficient delivery of customer services during functions and events
o Execute the functions and events in conjunction with licensing laws for Public Entertainment Licensing and Alcohol Licensing. This will also include evaluating and creating risk assessments and insurance documents.
o Ensure that access arrangements to the Castle (in particular) are coordinated with the Visitor Services Manager – Visitor Experience & Collections Care Assistant, and are consistent with the Trust’s policies and procedures for collections conservation and management, and buildings repair and maintenance on the advice of its specialists (e.g. Conservators, Curators, Building Surveyors).

• People management:
o Liaise with new and existing stakeholders and initiate partnerships to increase awareness 0f Brodie Castle and Estate as well as the NTS.
o Build relationships of trust for all clients from inception to delivery to provide exceptional customer service.
o Supervise services provided by third parties (e.g. suppliers, contractors, franchisees) such that they adhere to Trust policy and standards and ensure the safety of staff, volunteers, visitors and others.

• Business Management & Administration:
o Support colleagues to deliver events and programming across the site which meet their financial and engagement targets. Ensure that the administration activities for Corporate/private-hire business and Events at the property are carried out to Trust procedures, including: all relevant reporting relating to staff, visitors, health and safety, finances, exchange of contracts and general correspondence/record-keeping etc.

• Health, Safety & Environmental (HS&E) Management:
o Demonstrate responsibility and accountability for H&S relating to Corporate/private-hire business and Events, embedding the Trust’s “Safe System of Work” and through active management of procedures (Risk Assessment, CoSHH, HACCP, RIDDOR, reporting), people (staff, volunteers, visitors), tools/equipment, and the site itself.
o Demonstrate responsibility and accountability that Corporate/private-hire business and Events are in line with the Trust’s “Environmental Policy” and mindful of the Trust’s obligations to minimise the impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

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

Essential
• Event Management experience demonstrating organisational and coordination skills
• Sales experience with the ability to negotiate effectively
• Strong personal belief in the value of excellent customer care with the ability to translate this into actions
• Excellent team-worker with the ability to work constructively between different teams, and lead/motivate others
• Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands
• Excellent interpersonal and communication skills combined with confidence in dealing with a wide range of internal and external customers
• Hard working and willing to keep a flexible work pattern.
• The ability to think and act quickly when confronted with emergencies
• Competent user of Microsoft Office products
• A willingness to work with and support other departments as and when the need arises

The post is responsible for providing a consistent, high standard of housekeeping duties in connection with the care, conservation and presentation of Brodie Castle.

KEY RESPONSIBILITIES

The Collections Care Assistant is responsible for a wide variety of duties in connection with the care of the property. These duties involve the correct handling and preventative conservation /cleaning of the collection and general housekeeping duties throughout the property. The post holder will actively support the Trust’s conservation programme and undertake all duties to the highest levels of care.

Specific duties include:

• Delivering excellent customer care to foster a friendly and welcoming atmosphere for visitors, staff and volunteers. Working in harmony with other colleagues and departments in the property.

• Preventative conservation/cleaning of the collections, including historic and delicate items, using property-specific cleaning plans and approved methods, materials and equipment.

• Operational, day-to-day cleaning of all areas as necessary, including vacuuming, dusting, sweeping etc.

• Monitoring the condition of the collections, both through routine informal checks and formal record keeping.

• Adhering to the Trust’s Integrated Pest Management strategy and assisting carrying out required pest control treatments.

• Assisting with collection care to facilitate functions and events, ensuring safe handling, moving and storage of collections and implementation of appropriate preventative measures.

• Working with collection care volunteers.

• Following Trust policies regarding Health and Safety, Environmental Sustainability and Collections Care.

• Commitment to the development of personal and professional skills. Attendance at relevant workshops/ training sessions.

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

SCOPE OF JOB

People Management
• Not a line manager but will be expected to work with staff and volunteers at the property – assisting with collection care and conservation tasks.
• Will work as part of the property team, communicating with and taking direction from the Duty Manager and Visitor Services Supervisor Collections Care.
• Will also have occasional interaction with other technical/specialist advisory colleagues based in other NTS locations and departments and with external contractors.

External Relationships
• Requirement to communicate and present conservation and collection care activities to visiting members of the public.

Finance Management
• Not a budget-holder.

Tools/equipment
• Will be a frequent user of conservation-cleaning materials and equipment which must be used safely and be maintained/kept in working order.

SKILLS, EXPERIENCE & KNOWLEDGE

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

Essential
• An interest in the National Trust for Scotland and its core values.
• An understanding, or keen interest in heritage, historic properties and preventative conservation.
• Good manual dexterity and ability to lift/ carry heavy materials and collections as well as the ability to work from ladders.
• Excellent communication skills and a friendly, professional manner.
• Ability to work within a team or independently, with minimal supervision to a high standard.
• Ability to be flexible adapting to working patterns and tasks.
• An awareness and understanding of the careful approach required when working with fragile historic interiors and collections.
• Ability to manage time efficiently.
• Awareness and understanding of the security issues, both personal and property specific.
• Ability to be proactive.
• Commitment to professional development and training.

Desirable
• Experience in collection care within a museum or historic environment.
• Experience in housekeeping.
• Experience of working with volunteers.
• An understanding of health and safety legislation and collections emergency procedures.
• Proficient user of Microsoft Office software.

Hours: Full or Part Time Roles Available. Flexible hours available to fit in with school drop-offs/pick-ups if required.
Duration: Permanent or Temporary Roles Available
Pay: £11.50 per hour

Want to join a friendly, flexible team?

Why work for us:

– 10% employer pension contribution (no employee contribution).
– Flexible hours.
– Competitive rate of pay.
– Life Assurance.
– Complimentary tickets.
– Staff discount in the Britannia Gift Shop, Royal Deck Tea Room and The Lighthouse Restaurant & Bar aboard Fingal.
– Free car parking.

Key responsibilities will include:

– Ensuring that the Britannia tour route and visitor centre are cleaned to a high standard and maintained throughout your shift.
– Safe use and storage of all equipment and chemicals required to maintain the cleanliness of the tour route and visitor centre.
– Assisting with any other duties, as required by the Housekeeping Team Leaders and Visitor Experience Managers.
– The ideal candidate will be committed to delivering high standards in Housekeeping, have a friendly, can-do attitude and a desire to help and assist staff and visitors alike.
– No professional cleaning experience required as full training will be provided.

How to Apply:

Please send your CV, or an email, and tell us a bit about yourself and why you are interested in joining us to: recruitment@tryb.co.uk or postal applications to:

Sarah Thomson
Visitor Experience Manager
The Royal Yacht Britannia
Ocean Drive
Leith
Edinburgh
EH6 6JJ

No agencies please.

Please note, due to the volume of applications we receive, we are unable to respond to unsuccessful candidates.  If you have been selected for interview you will be contacted directly.

Site Coordinator

Talisker Visitor Centre

Permanent, full-time

Discounted shared accommodation – double room (subject to space availability)

 

About Us

This is a chance to be involved in an ambitious and truly one-of-a-kind team where our aim is to create remarkable and unforgettable experiences across each and every one of our venues across Scotland. Our Malt Brand Homes will take visitors on an immersive, multi-sensory journey through the flavours of Scotland, sharing our love for Scotch with a new generation of whisky drinkers. Visitors will lose themselves in the journey whisky-making in our experiences and make purchases from our fantastic retail offerings. We want our guests to embrace every minute with us and feel the same way we do about our heritage. Being part of Diageo means being a torchbearer for our brands and making them even better for the next generation. It’s a career-defining responsibility. If you have a genuine passion for our craft, our character and our products, help us continue the story and build a great career in the process.

Feel inspired? Then this may be the opportunity for you.

About the Role

The Talisker Site Coordinator is an integral role within the Brand Home as you will be the first point of contact for many of our guests as they start their customer journey. You will be customer focused and passionate about delivering memorable customer experiences.

You will ensure operational excellence by supporting the management team with all administrative tasks at Talisker, focusing on the following:

Retail admin and processing stock
Managing the entry of all bookings to systems including travel trade, B2B, media trip and internal business guests
Manage the site calendar and support with event admin.
Manage general phone calls and the distillery inbox
Manger orders
Support AM’s and RBHM with administrative tasks
In return, we offer a great reward & benefits package which includes a competitive salary, company shares, product allowance, pension programme, retail discounts, annual bonus and so much more! We’ll also provide you with excellent training and career development opportunities, setting you up for a fantastic career at Diageo. We would also be able to offer discounted shared accommodation at Talisker (limited spaces available).

About You

Qualifications and Experience required

2+ years’ experience in an administrative position
Possess a friendly, helpful, confident, and engaging personality with the ability to make emotional and human connections
Excellent communicator, both verbal and written, with the ability to influence at all levels of the organization
Proficient in Microsoft applications
Be familiar with customer service standards
Be guided by a customer-first mindset; ability to understand and interpret consumer insights
Must be analytical, and possess good knowledge of budgeting processes and KPI management
Desire to learn more about the whisky story, brand, and its characteristics
Results driven, with a desire to work in a fast-paced environment
Must have ability to prioritize and plan work activities in a timely and efficient manner
Ability to adapt to changes in the work environment, manage multiple work demands, and adjust to delays and unexpected events
Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.

We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying.