Visitor Services

Pitmedden
Pitmedden Garden and Museum of Farming Life are a vibrant and exciting garden to work within. Its long and varied history underpins the whole estate and its management with the gardens forming a major part of the overall visitor experience. The gardens are always evolving within its historical framework both as a formal layout and as a living work of art.

Pitmedden is known for its Great Garden, originally created in the late 17th century by Sir Alexander Seton. While that framework remains the current main content there has been the recent addition of a major garden development created by an award-winning designer.

The garden is divided by many fine walls with gates and pillars. The main feature of the lower terraces are the Parterres; based on James Gordon’s 1647 designs of the Royal Mile in Edinburgh. Herbaceous borders were added at the time of the Trust’s re-development along with many wall trained Fruit trees and Orchards. The designed landscape extends out to the rectilinear features of field enclosures and drives and overlaid with informal elements such as ponds and dykes. It is lightly wooded with tree belts and small woodlands.

Haddo
Haddo House gardens are a vibrant and exciting garden to work within. Its long and varied history underpins the whole estate and its management with the gardens forming an integral part of the overall visitor experience. The gardens are always evolving within its historical framework both as a plantsman’s garden and as a living work of art.
The formal gardens have resonance with Pitmedden in content and style while having their own character. Annual bedding schemes alongside informal open woodland enhance vistas that permeate to the wider designed landscape of the Haddo Estate.

KEY PURPOSE
This job exists to ensure that the garden and policies of Pitmedden Garden and Haddo House are managed and maintained as nationally recognised gardens of high horticultural importance, contributing to the property’s overall conservation and development, and its enjoyment by visitors and supporters in line with the Trust conservation procedures and Heritage Garden Management Plan.

KEY RESPONSIBILITIES

The Key Purposes of the job will be met by:

1. Ensuring the conservation and practical maintenance of the garden and policies – whether through delegation to other staff/volunteers, or personal participation – in terms of:

a. Practical horticulture (e.g., managing trees and shrubs, roses, herbaceous plants, vegetable and fruit gardens and bulbs; turf care; pest/disease/weed control; composting and soil improvement; hard landscaping; path care, plant propagation; plant sales management, tree care, Arboricultural techniques, care & maintenance of garden machinery, tractors and estate management equipment).
b. Plantsmanship (e.g., the identification, recording (using Plant databases), labelling of individual plants and other collections).
c. Research and development (e.g., research into historical precedents and practical contemporary solutions to inform proposed activities and projects).
d. Interpretation (e.g., through the development and delivery of events such as introductory talks, guided tours or practical demonstrations, contribution to guide-books or leaflets).

2. Ensuring an appropriate management regime of the gardens and policies that includes the management of:
a. Staff: including the Regional Grass Cutter and volunteers (recruitment, induction, development, performance management) such that they are fully equipped and motivated to undertake their duties to the required Trust standards.
b. budgets (setting, phasing, monitoring, pro-active and re-active adjustments) such that both gardens’ finances are sustainable within the context of the wider property budgets.
c. health, safety and the environment in line with stated Trust policies and approaches to ensure the health and welfare of staff/volunteers.
d. recognition of the Trust’s Environmental Policy with respect to sustainable gardening activities, including energy, water, recycling, carbon reduction, peat & pesticide-use.
e. daily, weekly, yearly and longer-term operational work plans and reporting in the context of the properties’ statements of significance and action plans (and contribution to these action plans) to ensure that activities are prioritized and planned to optimize the use of resources.
f. customer service and care from garden staff/volunteers, and in the broader sense of facilities and “visiting experience”, to ensure that the properties’ reputation for excellence is maintained and enhanced.
g. Taking a lead property role in monitoring and reporting on hazardous tree inspections
h. administration to enable gardening activities to be undertaken and recorded efficiently.

3. Participating fully in the property’s wider “management team” including
a. supporting the Operations manager strategically and practically with the operation of the properties, and assuming the role of “duty manager” as required
b. taking an active role in promoting the gardens and properties through digital media, events, workshops, presentations, and talks.
c. Managing turf areas, traffic flow and protecting the estate landscape features during major events including supervision of contractors
d. Snow, ice, and storm management
e. Fire and security duties on a rota-basis

The National Trust for Scotland was left Branklyn house and garden by the late John and Dorothy Renton in 1967. The Rentons, on acquiring the ground in 1922 from the neighbouring Orchardbank Nursery, built themselves a house in contemporary style and created a garden that became well known for its Sino Himalayan plant collection. The property, situated approximately 2km from Perth city centre, covers an area of 0.684ha. The garden is included in the Inventory of Gardens and Designed Landscapes in Scotland, and holds four National Collections of Cassiope, Lilies, Meconopsis and Rhododendron subsection Taliense.

The property consists of the house, garden, holiday cottage, tearoom, a small shop and the car park and attracts over 17,000 visitors annually, many of whom have a specialist interest in aspects of the horticultural collection.
Branklyn Garden, situated on Kinnoull Hill to the south of Perth, is very different to other gardens in the Trust’s portfolio in terms of size and scale. Described recently as being ‘…much more like an ordinary garden – although fascinatingly supercharged in its quality’, it is small and intimate with an extensive collection of predominantly Sino Himalayan plants and trees. Almost every available space is used, creating layer upon layer of interest, colour and detail, coming together to form a small botanical garden. This collection, begun by Dorothy and John Renton and continued by the Trust, is of exceptional horticultural significance and aesthetic appeal and has made Branklyn Garden a ‘plantsman’s paradise’. The garden and the detailed archive of seed lists and planting records kept by the Rentons and then continued by the Trust, is also an outstanding historical and educational record and resource.

JOB PURPOSE

To manage, maintain and develop the garden at Branklyn in line with the Trust’s policies, priorities, performance standards and targets to ensure its ongoing conservation, that enjoyment of the property by visitors and members is maximised and commercial, financial and development objectives are achieved.

Along with the Visitor Services Manager, the Head Gardener of a Trust property is our local representative, building trust and confidence in our organisation and its objectives through sound management and delivery across a wide spectrum of activities. You can expect to be “hands-on” dealing with operational issues on-site, working weekends on a rota basis during the season as well as investigating and planning for initiatives and developments that help keep the Trust at the forefront of conservation, and a leader in visitor/heritage management.

The Head Gardener will be expected to raise the profile of Branklyn Garden to generate more visitors; work with the local community and specialist interest groups to increase fundraising opportunities and develop proposals to increase the opportunities of more in-house specialist plants for sale.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The post holder will have accountability for:
 Staff management: leading the garden staff team and volunteers, maintaining the daily operations associated with maximising visitor enjoyment both in the high season, March to October and where appropriate at other times;
 Practical horticulture: including managing trees and shrubs, herbaceous and bog plants, half-hardies, annuals and bulbs; turf care; pest/disease/weed control, composting and soil improvement; hard-landscaping and path care; alpine house and cold frame care, plant propagation and biosecurity; plant sales management;
 Plantsmanship: the identification, knowledge and understanding of this unique plant collection, including recording (using Iris BG database), tagging, labeling, assessment and management of individual plants and recognised collections including the Plant Heritage National Collection as well as the important collections of Galanthus, Autumn Gentians, Roscoea and Lilium with appropriate acquisition and deaccessioning, annual reporting;
 On site Health & Safety: ensuring compliance with the Trust’s health, safety, and environment policies and procedures. This will include recording regular path, step, seat, structure and tree inspections and taking appropriate remedial action. You will be responsible for all health, safety and environmental management of the garden, closure in the event of extreme weather or incident, accident and near miss report and investigation, with the support and guidance of the Trusts Safety, Health and Environment Team.
 Membership sales: meeting the membership sales target for the property, and ensuring that staff are fully trained and equipped to recruit Trust members effectively, and to promote and encourage membership.

Responsibilities will include:
 On a regular basis, supervising and working with other staff, volunteers and/or students to ensure they deliver required outputs at the appropriate standard, and gain benefit/satisfaction from their activities
 Set daily, weekly, yearly and longer-term operational work plans for the gardens and bring forward opportunities for visitor engagement e.g workshops and events.
 Work to the Trust’s Environmental Policy with respect to sustainable gardening activities, including energy, water, peat and pesticide use.
 Maintain Branklyn Gardens car park, machinery, equipment, materials and all other resources. Ensuring timely and appropriate repairs, purchases and servicing, and its use e.g. training, risk assessments and HAVS logs.
 Alongside and in the absence of the Visitor Service Manager, Maintain 24hr fire and intruder alarm cover at Visitor Centre and stand-alone units in General Purpose shed, ensure regular testing and maintenance, repairs as required.
 Fostering positive relationships with local communities, promoting the work of the Trust, and actively seeking opportunities to increase Trust membership and volunteer engagement; B&Bs and hotels, local newspapers, local radio, the Scottish Rock Garden Club, the Scottish Rhododendron Society, the Meconopsis Group, Discovering Scottish Gardens group, Scotland’s Gardens (Scheme); Royal Horticultural Society Partner Garden scheme, etc.
 Reporting in the context of the properties’ statements of significance and annual operating plans (and contribution to these action plans) to ensure that activities are prioritised and planned to optimise the use of resources.
 On occasion, contributing to the review and development of property action plans and operational workplans for the garden.
 Ensure that customer service and care from volunteers, and in the broader sense of facilities and “visiting experience” is delivered to a high standard to ensure that the property’s reputation for excellence is maintained and enhanced.
 Act as point of contact for both the garden and the wider estate – this might include welcoming visitors, small groups, Travel Trade, contractors or Trust visits.
 Contribute to the interpretation and development of events, projects, literature, signage, talks, demonstrations and workshops, garden trails, digital media and contribution to guidebooks or leaflets and social media.
 Administration which enables gardening activities to be undertaken and recorded efficiently; including awareness and understanding of budgets, supporting the other management staff in managing a budget for the gardens and estate.
 Research and develop historical precendents and practical contemporary solutions to inform proposed activities and projects; support to the planning, design and implementation of restoration and/or development projects.
 Seek advice and guidance from Garden and Designs Landscape Manager as appropriate.
 Act as a first aider as and when necessary.

This role is one for which the duties/responsibilities/accountabilities of the role require the post holder to become a member of the Protection of Vulnerable Groups (PVG) scheme, which replaces the ‘Enhanced Disclosure’ check and is administered by Disclosure Scotland.

Brand Home Guide

Caol Ila Visitor Centre

Full-Time – Permanent

About Us

This is a chance to be involved in a daring 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

This is an exciting opportunity to join the hardworking team at our Caol Ila Visitor Centre as a Brand Home Guide, due to open this Summer.
 
Being an integral part of the visitor centre team, as a Brand Home Guide, you’ll be required to deliver high standards of customer service and an outstanding and memorable visitor experience. Our tours are the opportunity for the public to learn who we are and what we do, you’ll be guiding them around our beautiful distillery representing the brand and Diageo using the full training provided.
 
You will assist with ticket sales and promoting our brand throughout the full experience. From warmly greeting our guests to providing advice and information on the offerings of our outstanding visitor experience.

Our impressive whisky bar holds many of our products, therefore shop duties and upselling products will be required alongside the merchandising of our other products in the retail area.

You’ll help with the planning and implementation of special events throughout the year.

Please note this role is a full-time contract comprised of 1983.6 annualised hours. This means that during peak tourist season you may work full-time hours (circa 38 hours per week) and accordingly will work fewer hours throughout the rest of the year e.g. November to March. Annual salary is paid in 12 equal monthly instalments.

About You

Brands like Guinness and Johnnie Walker were created by the leading entrepreneurs of their age.  And their spirit is alive in our business every single day and you’ll see this nowhere better than in our Brand Home. 

Here you won’t just stand on the shoulders of giants.  You’ll take what they created and make it even better for those who come after you.  It’s a career-defining responsibility.

We’re looking for people with character: driven, resilient and open-minded.  Are you passionate about customer service and a team player?  We certainly hope so!

We’re looking for someone who values the importance of working in a team and being able to build strong working relationships with customers as well.

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.

  

CHARACTER IS EVERYTHING

Eden Scott is delighted to be working with the National Trust for Scotland, a charity established in 1931, to provide access and enjoyment to the properties, places and collections in its care. They also exist to protect what they look after for future generations to enjoy; and increasingly they are keen to act as a strong conservation voice for heritage and climate change response across Scotland.

An exciting opportunity has arisen to join the team at the Trust in the role of Visitor Service Manager at the significant and high profile NTS heritage property at Culzean Castle and Country Park, situated on the stunning Ayrshire coastline.

This vast and diverse 260-hectare estate has a magnificent cliff top Castle, 40 buildings including cafes, retail outlets, holiday cottages and a hotel and is a popular visitor attraction for day visitors and also for holding events.

The Visitor Service Manager is a hands-on role, supporting the Operations Manager to ensure close collaboration between operational teams and central teams, namely, retail, membership, collections conservation and curatorial. The Visitor Services Manager has first line responsibility for all retail sales, admissions income, NTS membership and visitor data at Culzean as well as the care for Culzean Castle and collections.

This includes supporting the Operations Manager to ensure the highest standard of service and experience is offered to our visitors through all responsible areas. The post holder will lead retail and membership teams to exceed sales budgets through exceptional customer service training, merchandising, upselling and experiences. This role will also lead a team looking after Castle and its collections, supporting the curator and conservator to ensure the highest standard of collections care is delivered and engage with our visitors through written and people led interpretation.

The Visitor Services Manager will ensure that all managed departments are safe, secure, clean and comfortable environments in which staff, students, and volunteers can effectively work, and visitors can enjoy. Weekend working is required, and the post-holder will be expected to work flexibly, taking time off in lieu, in accordance with Trust policy.

As a key member of the wider management team at Culzean the role will work with the team to deliver an overall visitor experience strategy, promoting good communication across the property and a joined-up service provision. This role will be part of the property leadership team and will act as Duty Manager for the property on a rota basis.

Key responsibilities include:
• Setting and achieving stretching budgets for retail and membership.
• You will effectively plan and grow income and profitability as well utilising NTS tools to control costs.
• You will develop business plans for retail, membership and castle/collections, ensuring teams have exceptional product knowledge and the skills to deliver amazing days out.
• You will monitor results regularly and take necessary action to achieve budgets, working with central support teams when required.
• You will lead and participate in the preventative conservation of the collection at Culzean.
• You will be responsible for managing the routine and deep-cleaning programmes, including monitoring environmental controls, monitoring and maintaining deterioration of the collections and supporting the conservator.
• You will lead conservation projects within the Castle, ensuring all teams working within the castle are mitigating against damage.

Experience required:
• Management experience within a large scale customer focused and commercial operation ie. museum, visitor attraction, hospitality or retail industry or similar
• Proven experience of leading a team within and between departments
• Proven experience of managing large multi-disciplinary teams in a busy environment of face-to-face interaction with public
• Proven experience of commercial management within a visitor attraction or equivalent.
• Driving license and own transport.

This role offers an excellent competitive salary within a range of £36,523 – £40,238 plus significant company benefits.

Eden Scott is dealing exclusively with the Trust on this vacancy so to be considered for this exciting opportunity with a truly unique and best in class employer, please submit your CV online clearly stating salary expectation or to sally.rae@edenscott.com and for an informal chat or to receive the full role information pack and job description please email or call Sally on 07776 662506.

Closing date for applications 12.00noon Monday 5th December 2022.

Private Client Host

Port Ellen, Islay of Islay

Permanent – Full Time

Closing Date – 4th December 2022

About Us

This is a chance to be involved in an outstanding 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 we may have the opportunity for you. 

About the Role

The Private Client Host is responsible for providing personalized, high-end experience to Private Clients, host and coordinate high end and rare tastings, events and travel. They will also generate sales through private client visits and recruitment, and act as the embodiment of our Luxury portfolio to consumers across Destination Scotland.

The Private Client Host for Port Ellen is responsible for providing

personalized concierge services to VIP visitors and private clients; book spaces, organise set up for tastings and catering ensuring that visitor experiences meet and deliver the highest standards as a luxury and private client destination. This is the dream role for someone who is passionate about creating bespoke and unforgettable experiences and conveying the iconic Caol Ila and Lagavulin stories to our VIP/private clients. This will require VIP travel coordinating (receive requests from the booking system and Private Client Teams, local and global) build Private Client itineraries, oversee bookings via our travel team, arrange all details (welcome letters, sampling liquids).

You will collaboratively work with the overall Rare and Exceptional team to recruit new clients, building up a network of clients. This will involve networking and researching new partnerships within Scotland amongst the hospitality and tourism sector. These new relationships will enable you to build memorable and world-class itineraries for our private clients when they visit Port Ellen and Scotland in general. You’ll work with preferred partners for catering and retail to provide tailored experiences for each of our guests based on their needs and desires of their trip.

Along with this you will handle the ongoing relationship with Private Clients and ensuring that they receive regular communication, confirmation and tailored visits organised for their trips. You will hold engaging tours around Lagavulin and Caol Ila to bring the story of our brand to life for our private clients as well as generate sales through Private Client visits as well as spend time on the Retail shop floor when the Private Client space is not lively, to recruit/ spot potential Private Clients.

You will provide a consistent luxury level of service and promotion of brand message to all visitors by becoming a Brand Champion.  As our product expert, you will contantly develop knowledge on our Brand Homes in Port Ellen and other prestige product lines, whilst actively listening to our visitor feedback in order to exceed expectations.

The Private Client Host will offer bespoke and personalised sales experiences to our visitors to support their whisky exploration. You will become a whisky category expert and harness this knowledge along with your customer service skills to upsell and be a true brand ambassador, educating and highlighting the delights of our portfolio to customers.  

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.

About You

This is your dream role if you have outstanding extensive experience in luxury hospitality, food & beverage or the spirits/wine industry. You will be guided by a customer-first mindset, be flexible and will be engaging with experience of hosting VIP clients within the Luxury sector.  Demonstrating gravitas and thriving in a fast-paced environment, you will be at ease dealing with celebrities, private clients, influencers, and connoisseurs. 

You will hold an excellent brand and category knowledge across Spirits and TBA (total beverage alcohol) with in depth knowledge of process, ingredients, provenance, and trends or at the minimum have a desire to learn. (full training will be provided)

You will be an engaging storyteller and be guided with a customer first approach while ensuring you adhere to visitor experience outstanding practises and procedures. Previous experience of putting together customized packages and tours for customers is desirable.

This is the dream role for someone who wishes to bring their friendly and engaging character to their role and build outstanding experiences for our VIP/Private Clients.

The role will require weekend and evening work with travel to our sites.

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 outstanding 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.

CHARACTER IS EVERYTHING

Worker Type :

Regular
Primary Location:

Port Ellen

KEY PURPOSE
The role of the Ranger will combine responsibilities on nature conservation, visitor services, learning and community engagement and contribute to the delivery of the National Trust for Scotland’s conservation and operational objectives on the Isle of Canna.
CONTEXT
The Isle of Canna is one of a group of islands known as the Small Isles situated 19 miles off the coast of the nearest mainland port of Mallaig, Western Scotland and is owned and managed within the Trust’s Highland & Islands regional portfolio. The island is unique in both its natural and cultural heritage, welcoming approximately 10,000 visitors per year to explore and experience its rich archaeological sites, marine environment, wildlife, and cultural and natural history.

The Canna Ranger role offers a unique opportunity within a vibrant community and is positioned to provide an ‘on the ground’ support function to the island and carry out specific surveys and monitoring to safeguard the island natural culture in alignment with the Trust’s conservation plans.

Overall, this will be in pursuit of the following outcomes for and with the natural heritage cared for by the National Trust for Scotland:

• Visitors and learning: Enable more people to experience cultural and natural heritage more often, get more out of it & put more back into it.

• Habitats: Protect the landscapes in our care and associated marine habitats as part of ecologically healthy habitat networks where natural processes predominate and help combat climate change.

• Our voice: Use evidence and practice from our natural heritage properties to support our voice in advocating for natural heritage.

• Communities: Work with communities living on or close to our land or with an interest in our land so that they collaborate with us to help achieve our natural heritage outcomes.

• Built heritage: Protect the built and archaeological heritage in our care and use them to help us explain the “habitats” outcome and achieve the “visitors” outcome.

ORGANISATIONAL CHART

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Combine responsibilities across the following areas of work by facilitating and overseeing daily the work of others, i.e., visitors, contractors and volunteers
• Nature conservation.
o Survey wildlife and countryside habitats and feed this knowledge into projects and management decisions.
o Maintain and manage habitats, wildlife, and countryside estate infrastructure on a day-to-day basis (e.g.: paths, gates, signs, vegetation management) to achieve ecological, visitor service and safety outcomes.
o Monitor and survey various conservation initiatives, e.g., Biosecurity for Life, AECS Rabbit Surveys, Corncrake studies.
• Visitor Services.
o Provide information to visitors to encourage and help people get more out of their engagement with natural heritage and give more back to it including “upselling” (e.g.: of membership, guided tours, specific events) using face-to-face presentation and/or by other means of interaction such as social media.
• Community engagement.
o Communicate with local stakeholders, businesses, local / regional agencies, and others to increase understanding of their and our aims and develop collaborative working relationships/partnerships to help deliver the Trust priorities.
• Learning.
o Provide educational and outreach activities and develop an events programme on site or to the local community to promote the island’s cultural and natural heritage and to communities of interest including for volunteers.
• Other responsibilities specific to the role.
o Management of practical conservation and wildlife recording.
o Develop and deliver visitor safety in the countryside.
o Engagement and involvement with projects as required.
o Embody the Trust’s values.
o To work with the property Operations Manager to meet business needs for the island.

OTHER DUTIES
The role is one for which the duties/responsibilities/accountabilities of the role will require staff to become a member of the Protection of Vulnerable Groups (PVG) scheme.

DIMENSIONS AND SCOPE OF JOB

People Management
 Day to day responsibility for engagement with visitors, contractors and volunteers working within the property portfolio as required.
 Will liaise with other property colleagues, contractors, and the local community and will have some interaction with other technical/specialist advisory colleagues based in other locations and departments.

Finance Management
• Not a budget-holder but will be expected to take responsibility for effective management of Trust resources in allocated areas.
• Ensure all general administrative tasks are undertaken efficiently, effectively, and timeously.

Tools/Equipment
• Will be frequent user of machinery, tools, vehicles, and equipment subject to appropriate training.

Physical Environment
• Responsibility for implementing the Trust’s “Health & Safety Policy”, being mindful at all times of the health and safety of self, staff, volunteers, and visitors.
• Responsibility for working in a manner mindful of the Trust’s environmental obligations in working towards reducing the impact on the island in relation to efficient use of water/heat/light, recycling, and waste disposal, considered use of transport.

KEY PURPOSE:
The role of the Gardener will be to ensure that the gardens and policies of the Isle of Canna are managed and maintained contributing to the property’s overall conservation and development initiatives. Primarily with a focus on the continued development and maintenance of Canna House Garden the role will encompass garden maintenance at other Trust properties on the island – e.g. Tighard Guest House, Caslum and general garden maintenance throughout the island estate.

CONTEXT
The Isle of Canna is one of a group of islands known as the Small Isles situated 19 miles off the coast of the nearest mainland port of Mallaig, Western Scotland and is owned and managed within the Trust’s Highland & Islands regional portfolio. The island is unique in both its natural and cultural heritage, welcoming approximately 10,000 visitors per year to explore and experience its rich archaeological sites, marine environment, wildlife, and cultural and natural history.
The Canna gardener role offers a unique opportunity within a vibrant and dynamic community and is positioned to provide an integral resource to support the day-to-day operational requirements within the garden activity on island.

KEY RESPONSIBILITIES:

Responsible for the practical maintenance of Canna House Garden including but not limited to:

• Managing trees and shrubs; removing dead and damaged plants; turf care; pest/disease/weed control; composting and soil improvement; hard landscaping; path care to the required standards expected by the Trust and for the maximum safety of and enjoyment by visitors.
• Managing the interesting and eclectic collection of Heritage apple and pear tress within Canna House and Tighard gardens.
• Continue to maintain the garden vegetable plots and provide produce for the island shop, community, and café.
• Responsible for the general garden maintenance across the island – Tighard Guest House, Caslum and general garden maintenance of the island churchyards.
• Contributing to the management, conservation, and development of Canna House Garden by maintaining appropriate plant records and labels.
• Contribute to the Canna House Garden Interpretative Plan.
• Ensure all equipment is maintained within Health & Safety Guidelines
• As requested, assisting with education /interpretation activities such as introductory talks and guided garden walks.
• Fostering positive relationships with the local community, promote the work of the Trust, and actively seek opportunities to increase Trust membership.
• Contributing to the review and development of property action plans and operational work plans and budgets for the garden;
• Ensuring compliance with the Trust’s Health, Safety, and Environment policies and procedures.
• Horticulture/ Commercial forestry/General estate works of amenity woodland and specimen trees, thinning, felling and general estate management (pathways, ponds, sluices etc.)
• Supervision of volunteers.
• Produce monthly garden reports to Operations Manager.

JOB PURPOSE

You will be responsible for the operational delivery of the café and shop at Branklyn Gardens. 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.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Visitor Catering and Retail Experience
 Overall responsibility for the management and delivery of the catering and retail facilities at Branklyn.
 Responsibility for setting rotas and managing volunteers in the catering and retail areas along with the input of timesheets.
 Ensuring innovative ideas and current trends in catering are constantly being delivered in all outlets on site.
 Setting objectives and being responsible for the overall, day-to-day running of the operations.
 Leading and managing a team of staff; managing performance, recognising training needs and potential as appropriate.
 Managing budgets – ensuring that, as a minimum, the financial targets agreed with the Operations Manager are met.
 Work with a specialist to devise, cost and source menu items and consistently looking at ways of maximising income through effective purchasing and creative merchandising.
 Regularly monitoring customer feedback, Mystery Visitor and Visit Scotland Audits and develop suitable action plans based on the results.
 A good knowledge of baking to ensure the consistency of home baked goods on offer in the tearoom.
 Being visitor/customer focused by being visible, approachable, and quick to exceed expectations in fulfilling customer needs.

Health & Safety, Food Safety, the Environment
 Ensuring that the operation meets statutory requirements of Health and Safety, Food Safety and Environmental legislations and procedures.
 Conducting Food Safety and Health and Safety Risk Assessments and ensuring that all standards and procedures with regards to Hygiene and Safety are established.
 Recording and reporting all accidents within the location, adhering to location and company procedures.
 Ensuring all equipment is well maintained and is in good working order.
 Making recommendations for renewal and replacement of equipment when required.
 Establishing and maintaining location cleaning schedules.
 Ensuring that all Trust procedures and work instructions are fully understood and practiced by all employees.
 Promoting and encouraging environmental improvement initiatives as appropriate within the business.

General Responsibilities
 Managing food and beverage and retail operations including the following:
o staff and volunteers (recruitment, induction, development, performance management) such that they are fully equipped and motivated to undertake their duties to the required Trust standards.
o budgets (setting, phasing, monitoring, pro-active and re-active adjustments) such that finances are sustainable within the context of the wider property budgets.
o health, safety and the environment in line with stated Trust policies and approaches to ensure the health and welfare of staff/volunteers and visitors.
o recognition of the Trust’s Environmental Policy with respect to sustainable activities, including energy and water use, recycling, use of “environmentally-friendly” products for e.g. cleaning regimes, food-miles and waste etc.
o daily, weekly, yearly and longer-term operational workplans and reporting in the context of the properties’ statements of significance, budgets and action plans (and contribution to these action plans) to ensure that activities are prioritised and planned to optimise the use of resources.
o administration to enable all activities within the post holders’ remit to be undertaken and recorded efficiently within Trust policies and procedures.
o To be responsible for admissions and membership sales
o To ensure compliance with personal and staff training requirements
 Undertake other duties as and when required to support the overall operation of Branklyn Gardens as instructed by the Operations Manager.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
 To hold, or, have the ability and willingness to hold a Scottish Personal Licence Holder’s Certificate and Personal Licence.
 A full clean driving license valid for the UK and access to a vehicle suitable for use on Trust business (with appropriate business insurance).
 To hold, or, have the ability and willingness to hold a PVG disclosure.

Desirable
 A hospitality or events qualification or equivalent experience.

Experience

Essential
 Experience of catering and retail management.
 Used to an ethos of target-driven assessment, with demonstration of results.
 Significant previous experience in a customer facing, service environment.
 Significant experience managing, leading, coordinating and developing a team with varying remits and professional competences.
 Previous experience of developing projects for specific areas of work/ improvement.
 Demonstrable skills in successful budget and financial management, combined with clear evidence of commercial awareness and previous sales experience.
 Excellent interpersonal and communication skills and confidence in dealing with a wide range of staff, visitors and other stakeholders, with a friendly, confident manner.
 Experience in managing people and projects within a complex stakeholder environment.
 Strong knowledge of Microsoft Office applications: Access, Excel, PowerPoint, Word.
 Ability to manage time efficiently and effectively in an environment of changing priorities.

Desirable
 An understanding and experience of food and beverage and retail operations within an historic/heritage environment.
 A genuine understanding of, and belief in, the work of the National Trust for Scotland.

Our Visitor Experience Assistants are key members of our team who act as the first point of contact for visitors – welcoming them to the Centre, providing information on what we do and helping people to learn more about Scotland’s amazing marine wildlife and habitats. Your aim is to ensure that our visitors have a genuinely memorable experience. The role provides an opportunity to both gain experience of, and deliver, excellent customer service across our welcome point, retail, discovery experience and boat (seasonal March-October) activities. At times, you will be asked to help the wider team with light café duties, so this role is never dull!

Principal duties

We are looking for enthusiastic people who enjoy proactively engaging with customers across a range of departments. You must have a desire to provide excellent customer care and a memorable experience, often in a fast-paced environment. You should have an interest in Scotland’s marine and coastal environment and environmental sustainability, although opportunities to learn more about this will be provided in the role.

General
• Welcome everyone to the Centre and provide information to them on what they can do when visiting and our wider charitable activities.
• Support the booking systems for our experience activities (boats, discovery, and events) and process admission tickets and/or refunds.
• Promote the benefits of membership and/or our Friends and wildlife adoptions schemes to visitors.
• Support our volunteer team who assist with various activities in the Centre.
• Work safely, observing all Health & Safety policies and procedures.

Experience: You will support visitors to get the most from the exhibits, interactives, and remote live cameras within our Discovery Experience, including giving information on local wildlife sightings and presentations to groups of visitors on a range of topics (training will be given).

Retail: You will assist at our Information and Retail counter ensuring that all displays and counters are appropriately stocked and presented, assisting with stock selection and management, and supporting customer sales at the till or online. This is the key point for providing general information to our customers.

Boats: you will support customers who wish to take one of our amazing wildlife boat trips by processing bookings, providing information on what they might see and managing any cancellations and refunds to customers.

Café: At peak times you will also support our café operations which will include taking and processing orders at the till, serving meals, clearing and cleaning tables and assisting in the dishwasher area.

Essential skills and experience

• Consistent delivery of a high-quality visitor experience
• Customer-focused attitude and experience
• A confident communicator – verbal and written.
• Organised with an ability to take the initiative and prioritise your work.
• A team player – adaptable and flexible to a varied working environment.
• Attention to detail and providing accurate information.
• Ability to problem-solve.
• Basic IT and maths skills.

Desirable skills and experience
• An interest in Scotland’s marine and coastal environment
• An awareness of and alignment with environmental sustainability principles and practice.

Our values

Our values underpin everything we do. We take pride in bringing these to life in all that we do. We are:
• PASSIONATE about Scotland’s coastal and marine environment.
• INSPIRE others to explore and care for Scotland’s coastal and marine environment.
• INNOVATE with the approaches we use to engage with people.
• COLLABORATE with local and national partners to convey the importance of Scotland’s marine environment.
• INFORMED about the current health of Scotland’s marine wildlife and habitats and the actions required to protect it.
• TRUSTWORTHY providing reliable information and acting with integrity and without bias.