Visitor Services

JOB PURPOSE

To clean and maintain Robert Burns Birthplace Museum, to ensure the Museum retains its 5 star Visit Scotland rating and to enhance the visitor experience at the property. The Museum Domestic Assistant should provide an efficient and effective service through high standards of cleaning and maintenance based on the needs of the property all year round, including events and functions.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The Museum Domestic Assistant is responsible for a wide variety of duties in connection with the cleanliness and maintenance of the property. These duties involve keeping the Museum and other areas of the building and Education Pavilion clean and functional, following best-practice at all times, and maintaining its 5 star Visit Scotland rating. Cleaning and maintenance of the Museum is also key to ensure RBBM achieves its vision of becoming Scotland’s must-see visitor attraction, acclaimed internationally and loved locally.

Specific duties include:

• To ensure that a high level of cleanliness is maintained throughout the Museum and education buildings on a daily basis.
• Opening up and securing the Museum building and / or Education Pavilion, including alarm setting, after hours
• Each MDA will be responsible for an area and will be expected to clean to the frequency and standards set out.
• To use cleaning materials appropriately, as instructed and economically; to inform Line Manager when stocks are low.
• To ensure that tools and equipment are in good working order, reporting any faults to Line Manager.
• Wearing correct uniform, name badges, or PPE as required
• General cleaning of surfaces (e.g. window-sills, skirting boards and doors) and the vacuuming/cleaning of floors as appropriate and cleaning of the public areas, offices, meeting room, retail, café areas, public and staff toilets and entrances to the Museum and other areas as required.
• General maintenance, include things like replacing bulbs, function and event set ups if required.
• All MDAs are also required to contribute to major deep cleaning tasks during certain periods of the years.
• Empty and clean bins and remove waste to designated area, including the separation of waste, i.e. recycling, and any other duties which are in line with the Museum’s Green Tourism Award standards
• Report to Line Manager any defects seen which are likely to affect public experience and security.
• The MDA is required to use only approved cleaning materials and in accordance with manufacturers printed instructions and COSHH regulations. Chemicals should never be mixed with other chemicals.
• Ensure Safe Systems of Work and COVID 19 Guidelines are implemented effectively within function and with external contractors.
• Will be a frequent user of cleaning materials and tools. The postholder is required to attend the Trust’s training programs to maintain and improve on their technical skills.

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.

Essential

• Sound previous housekeeping experience including
• Be flexible to changing demands of the post
• Clean and current driving license
• Be responsible, thorough and methodical
• Initiative and the ability to work without supervision, but also as part of a team
• Personal commitment to high standards of cleaning and maintaining a 5 Star Visit Scotland attraction.
• Attentive to detail with an eye for condition, presentation, and finish.
• Must have an appreciation of the importance of the collections at the Robert Burns Birthplace Museum.
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland.
• This is a physical job, which will normally include use of ladders, stepladders, working at heights, lifting, fetching and carrying objects.
• Working flexibly in response to the needs to the business, including evening/weekend work and lone working
• 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
• Previous cleaning experience in 5 star visitor attractions, Museum, etc.

The Purpose, Context, Key Responsibilities, and Person Specification 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.

KEY PURPOSE

To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions, Tours, Retail, Catering and Events activities making the property the best possible place to visit and work.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

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 issues of damage and wear and tear, 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

Retail/Catering/Events/Cashier duties

• To ensure good housekeeping of catering kitchens, serveries, back and front of house areas and including dishwashing
• 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 functions and events manager.
• To assist with hospitality events. This includes evening events and 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: sales or ticketing/ event/ admissions and/or retail and/or catering, delivering impeccable customer care through excellent inter-personal skills and food safety standards (where applicable)
• Experience in EPOS style till operation, confidence undertaking till-work and reconciliation.
• 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
• Ideally experience in a heritage/tourism environment.
• Food hygiene certificate.
• Basic cooking skills and willingness to be trained.
• Personal Licence for sale of alcohol
• Experience in storytelling and a passion for Scottish heritage and history
• A full UK driving licence
• Access to your own transport

DIMENSIONS AND SCOPE OF JOB

Scale
 The role is based in the main museum building and at Robert Burns Birthplace cottage.
 The role works across several departments: retail, catering and admissions and assisting with events and functions when required.
 The role is customer facing and the role-holder can expect that the working day will mainly be spent front of house, providing customer service to our visitors.
 There may be times when you are required to work at other NTS properties such as but not exclusively Souter Johnnies Cottage and the Batchelor’s Club
 The role requires the post holder to work flexible working patterns and hours including evenings, weekends, and public holidays.

Join our team as a Guest Services Team Member

Do you want to create memories for our guests in our growing portfolio of story-led experiences? If so we are the high-quality tourist attraction and leisure brand for you!

As a member of our guest services team, you will deliver outstanding experiences for our guests ensuring their time with us is a memorable one.

Using your vibrant personality, you will greet and host our guests giving them the warmest of welcomes and a reason to return.

We are looking for team members with sparkle and passion, that are genuinely interested in people and delivering high quality guest service, a team-playing attitude is a must.

In return, we will invest in your career. We offer:

Free health cash plan
Pension
Group discounts

Contract: Part time on zero hour contracts, Fixed term (September – November). Up to 24 hours per week available. Weekends & Bank Holidays included..

Salary: £9.60 per hour

PURPOSE OF THE ROLE:

To help maximize 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 provide an efficient, reliable service and high standards in collections care and general cleaning at the property.

KEY RESPONSIBILITIES:

As directed by the Visitor Services Manager to carry out a wide range of collections care duties including:

• In line with current NTS best practice, clean and care for the collection of furniture, books, artworks, glass, ceramics, metals, textiles, other objects and historic interiors.
• Ensure all public areas are kept clean and tidy.
• Work with your line manager to allow visitors to interact directly with the objects on display whilst ensuring that their condition is monitored and maintained.
• Keep up to date and accurate conservation records.
• Help to ensure the NTS Integrated Pest Management regime is in place and monitored.
• Help to ensure Emergency Plans and related equipment is up to date
• Work with conservation volunteers and take an active role in staff and volunteer training in liaison with your line manager.
• Work with other staff to plan and deliver ‘conservation in action’ programmes and other public engagement activities and, where relevant, contribute content to social media.
• Ensure collections care, cleaning and conservation materials are available, properly maintained and stored.
• Deliver excellent customer care (internal and external) to foster a friendly and inviting atmosphere for visitors, staff and volunteers.
• Support 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
• To actively feedback visitor comments to develop and improve conservation and visitor experience.
• To assist with the set-up, stewarding and break-down of events in relation to collections.
• To ensure the site meets with Health and Safety legislation in liaison with your line manager.
• To use personal protection equipment as provided and directed by your line manager
• To maintain excellent standards of site and personal presentation at all times, working with other Property staff, the Regional Team and contractors.
• Assist with collections care at other cluster properties, if required.
The Visitor Services Supervisor (Collections Care) based at Newhailes will have an overview of non-operational documentation, such as housekeeping plans.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential Qualifications and Experience

• Experience of interacting with the public and of providing excellent customer care.
• A good team player.
• A flexible approach to work, multi-tasking and working with staff across various departments.
• Good time management.
• A strong eye for detail.
• Good interpersonal and communications skills.
• Willingness to learn new techniques & activities, e.g. collections care, object handling etc.

Desirable Qualifications & Experience

• Demonstrable experience in collections care or cleaning within historic buildings.
• Good understanding of preventive conservation and environmental monitoring.
• An interest in history, conservation and the care of collections.
• Experience of working with volunteers.
• Knowledge of Health and Safety and emergency procedures.

DIMENSIONS AND SCOPE OF JOB

Tools / equipment / systems

• All equipment and cleaning materials are provided.
• Conservation and collections care training will be provided.
• This job involves lifting and carrying, working at height and use of ladders & scaffold towers.

Workplace context

• This role is based at the Georgian House, but may include occasional work at other cluster properties (Gladstone’s Land and Newhailes)
• The Georgian House is an 18th century townhouse in Edinburgh’s New Town, designed by Robert Adam. Access to most of the property is via stone staircases and there is no lift.
• This job does not require you to undertake a criminal records check.

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.

Fixed term 18-month annualised hours contracts available (Full time or Part time available, ranging from 22.5 – 37.5 hours)

Dundee Science Centre are currently looking for positive, resourceful, and confident individuals, who have a notable knowledge of science to join the team.

You will guide and co-ordinate the day-to-day STEM audience engagement aspects within Dundee Science Centre and across 3rd party sites to ensure an environment that is engaging, fun and provides an excellent visitor experience. You will have responsibility for the smooth daily operation of Dundee Science Centre’s STEM programmes and services by supporting the Visitor Experience Leader (VEL).

You will support, train and coach the wider Visitor Experience team in elements of science communication to ensure the quality of delivery by team members meets the audience expectations and standards.

You will be responsible for: developing and delivering high quality science, technology, engineering, and mathematics (STEM) programmes across all audiences in a blended approach with a key focus on digital, in-centre, outreach and in homes.

Hours of work are negotiable, flexible working will be considered, with weekend and evening work required.

To apply for the post, please submit your CV and a covering letter, clearly indicating your suitability for the role.

JOB PURPOSE

To assist the Learning Manager in delivering a range of learning-based programming, including schools’ workshops, guided tours, events, family activities, educational projects. This role also includes certain front-of-house duties such as admissions, retail and café work.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• To deliver the learning and engagement provision at the property to a set of agreed standards, as well as assisting in developing new and existing learning programmes across ages and ability-levels.
• To help develop and maintain the programmes and events at the property.
• To proactively develop a knowledge of Burns and provide specialised tours and talks to the general public and visiting groups.
• To ensure that the programmes on offer are relevant to potential users and are evaluated for further development in order to ensure uptake.
• To help develop and maintain RBBMs social media presence.
• To work closely with volunteers at the property and assist with the volunteer management programme at RBBM.
• To support the Learning Manager in ensuring the best presentation of the property and the safe and efficient provision of quality learning experiences.
• To ensure Safe Systems of Work are implemented effectively within all activities undertaken and with external contractors.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Desirable
• Educated to degree level in a related field including but not limited to history, literature, arts, education, language, music, drama, tourism or possessing similar experience.

Experience

Essential
• Experience of working within a museum, education or cultural setting.
• Excellent organisation skills, creative thinking and attention to detail.
• An awareness of the Scottish education system and current curricular thinking.
• Excellent communication and interpersonal skills (especially with regard to addressing groups)
• Ability to work directly and effectively with learners of all ages, abilities and interests.
• Competent user of Microsoft Office products and social media sites including, Facebook, Twitter and Instagram.
• Ability to work effectively independently and as part of a team.
• A flexible attitude and willingness to work evenings and weekends if required.
• A demonstrable interest in the heritage sector.

Desirable
• Project management skills.
• Experience in development and delivery of learning programmes, events and resources for all ages.
• Understanding of varied approaches to learning.
• Cash reconciliation duties including start and end of day tasks; experience handling cash accurately and processing sales would be an advantage.

DIMENSIONS AND SCOPE OF JOB

Scale

• This post will be based at the Robert Burns Birthplace Museum, but may occasionally require visits to the Bachelors Club, Tarbolton and Souter Johnnie’s Cottage, Kirkoswald.

People Management
• No line management responsibility but will work closely with staff members and volunteers at RBBM.
• Will work with a wide range of external stakeholders including teachers, facilitators and partner organisations.

Finance Management

• Not a budget-holder but will be expected to take responsibility for the careful and effective management of materials, equipment and resources.

The Purpose, Context, Key Responsibilities, and Person Specification 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.