Visitor Services

KEY PURPOSE

Arduaine needs a capable, motivated, and knowledgeable First Gardener to work closely with the Head Gardener and help lead a small, dedicated team of gardeners and volunteers in an exciting period of redevelopment and restoration for this garden and nationally important plant collection.

CONTEXT

Arduaine Garden was established in 1898 by Ethel and James Arthur Campbell and is renowned for its nationally important collection of Rhododendron species, many of which were collected at the beginning of the last century. Arduaine grows a broad range of plants from all around the world including many tender plants which thrive in the garden’s mild climate, influenced by warm Atlantic currents. The garden covers 20 acres, divided into two main areas, a semi formal garden of shrub beds, mixed borders, lawns and ponds and an informal woodland garden.
In 1971 the garden was acquired by nurserymen, Edmund and Harry Wright. The brothers greatly improved the infrastructure of the garden and added to the existing Rhododendron collection before donating the garden to the National Trust for Scotland in 1992.
The garden regularly attracts 15000 visitors a year, though it is temporarily closed to facilitate the completion of the Shelterbelt Restoration project and additional arboricultural work relating to the project.
The Shelterbelt Restoration Project at Arduaine is in its final year and 1000 mature Japanese Larch have been removed after an outbreak of Phytophthora ramorum. The felling stage is expected to be completed by the end of 2022 and site preparation is already underway for the restoration of the garden shelterbelt, after which the garden will be intensively redeveloped and replanted to improve Arduaine’s nationally important collection of Rhododendron’s and diverse botanical collection.

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. including managing trees and shrubs, herbaceous, pond plants and bulbs; turf care; pest/disease/weed control; composting and soil improvement; hard-landscaping and path care; soft landscaping and planting preparation; glasshouse care and plant propagation);
b. Garden Restoration/ Development (e.g planting and establishing newly introduced trees, shrubs and herbaceous; contributing to planning and design of new plantings and hard landscaping; processing of timber with training to use garden sawmill; use of pesticides to control regen for establishment of new plantings; use of chainsaw to process logs, stumps and brash for replanting.
c. Plantsmanship (e.g. the identification, knowledge and understanding of this high calibre plant collection, including recording [using Iris database], and labelling of individual plants and recognized collections);
d. Interpretation (e.g. through the development and delivery of events such as introductory talks, presentations, guided tours or practical demonstrations and workshops, garden trails, digital media and contribution to guide-books or leaflets) to include the impact of various forms of Phytophthora at the property.
2. Ensuring an appropriate management regime of the garden and policies that includes the management of:
a. Staff, Apprentice and volunteers (e.g. assisting in recruitment, induction, direction, development, performance management) such that they are fully equipped, organised and motivated to undertake their duties to the required Trust standards;
b. health, safety and the environment in line with stated Trust policies and approaches to ensure the health and welfare of staff/volunteers;
c. machinery and equipment (e.g. ensuring timely and appropriate repairs, purchases and servicing) and its use (e.g. training, risk assessments and HAVS logs);
d. recognition of the Trust’s Environmental Policy with respect to sustainable gardening activities, including energy, water, peat & pesticide-use;

e. 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;
f. administration to enable gardening activities to be undertaken and recorded efficiently;

3. Supporting the Head Gardener Operations manager & Visitor services manager strategically and practically with the operation of the property.

JOB PURPOSE

This job exists in order to manage and develop Mar Lodge’s functions business, corporate/private hire and sporting client support. To ensure income opportunities are maximised in the context of consistently high standards of customer care and lodge presentation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The key purposes of the job will be met by:
• Developing and managing relationships with potential and existing corporate and private hire clients, such that Mar Lodge continually develops and maintains its status as a ‘destination’ venue, renowned for its excellence of customer service.
• Leading teams which include members of other Mar Lodge departments and outside contractors such that there is absolute clarity of objectives, tasks and standards; and ensure their delivery towards a collective goal.
• Developing and managing the functions business to increase income as part of the property’s drive for sustainability and help raise the profile of the work of the Trust at Mar Lodge in its wider context.
• Managing allocated budgets to ensure that income targets are met (or exceeded) and that expenditure is prudent and ‘value for money’
• Managing equipment and supplies (such as banqueting furniture, catering equipment and supplies) to ensure the operational efficacy of the Lodge.
• Working within Health & Safety regime to ensure the H&S of staff/volunteers, clients and visitors within the context of the Trust’s “Safe System of Work” regime.
• Personally participating in functions preparation and delivery (preparation for and front-of-house, corporate/private hire events/sporting clients)

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Experience

Essential
• Practical, demonstrable experience of hospitality/catering/events development and management.
• Demonstrable experience of selling and promoting hospitality/catering/events in a competitive marketplace.
• Practical experience of staff management or supervision.
• Effective verbal and written communication skills and would be a successful salesperson in a competitive marketplace.
• Competent IT skills.
• Full current driving licence for driving in the UK.

Desirable
• Recognised Higher Education level qualification in catering/hospitality/marketing or events management.
• Personal licence holder (or be willing to train)
• Current First aid certification (or be willing to train and use)
• Current food hygiene certification (or be willing to train)

JOB PURPOSE

The role is responsible for the development and operational delivery of all aspects of the visitor experience at Mar Lodge Estate National Nature Reserve (NNR.) Leading the teams responsible for holiday cottages, events, functions, learning experiences, and countryside visitor services, the role ensures consistent high standards of visitor service are delivered across the estate. The role will also be responsible for project management of major new visitor experience initiatives in the wider estate. In turn, this will help ensure that the property is financially sustainable. As a key member of the management team at Mar Lodge Estate NNR the role will work with the team to develop and deliver a visitor experience strategy, promoting good communication across the property and integrated service provision.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Staff and volunteers – (recruitment, induction, development, motivation, performance management) such that they are fully equipped and motivated to undertake their duties to the required Trust standards and that staffing budgets are adhered to.
• Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.
• Budgets – (setting, phasing, monitoring, reporting, pro-active and re-active adjustments together with the Operations Manager) to ensure that the finances are sustainable within the context of the wider property budgets.
• Project lead for major visitor service initiatives including capital projects at Linn of Dee (£4 million,) Mar Lodge and Stables, Derry Lodge, and learning experience provision (subject to Board approval).
• Create a culture of ‘exceptional service, every time’.
• Driving the visitor experience at Mar Lodge Estate NNR to achieve its financial targets, maximising income and profitability, using the Trust’s procedures and instructions; striving to be efficient and ensure cost effectiveness in all aspects of the role.
• Ensure high standards of presentation across the property.
• Taking responsibility for opening and closing and security of buildings as well as emergency procedure implementation, duty management and providing relief cover as required.

Department specific – Visitor Services

• Managing visitor-related buildings and facilities (e.g. Linn of Dee facilities, Mar Lodge Holiday Apartments, Function Rooms, learning provision etc.)
• Ensuring that the longevity of the Trust’s buildings and fittings are maximised through appropriate maintenance and/or replacement regimes.
• To ensure that the property meets statutory and Trust requirements of Health and Safety, Food Safety and Environmental legislations and procedures including waste disposal.
• Adhering to the sale of alcohol legislation, being a Premises Manager, if required.

JOB PURPOSE

We are looking for someone with some experience of countryside management to join our close-knit team, assisting with practical countryside tasks, property management and visitor liaison. This is a fantastic opportunity for anyone looking to gain skills, knowledge, and experience to help you further you career as a countryside ranger.
You will work on your own and with other staff and volunteers, on a variety of practical conservation tasks to help us achieve the high presentation and habitat management standards expected of a National Nature Reserve.
You will contribute to the long-term sustainability of the St Abb’s ranger service through income generated at pay-for events, memberships and donations inspired by our work, growing our capacity through volunteers and cost-effective use of resources.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

 Be an enthusiastic and effective part of the ranger service, contributing to the smooth operation and ecological enhancement of St Abb’s Head NNR.
 Carry out regular site monitoring checks and record keeping, helping us to evaluate performance and plan our conservation activities, including habitat and species surveys, foot path condition checks, weather gauge observations and people counter figures.
 Complete practical conservation tasks, including habitat management (gorse removal), woodland management, path maintenance and fence repairs, litter clearance and property patrols.
 Seek to minimize our environmental impact through sustainable working practices and sensitive use of power, equipment, transport, and other resources.
 Ecological monitoring to include sea bird counts, other surveys and set mapping and a range of other biological recording
 Lead Seal events throughout November and December, showing visitors colonies through telescopes and binoculars, sharing stories of the Grey Seals ecology and life cycles.

 Welcome customers out on the reserve in a friendly, efficient, and knowledgeable manner, answering queries and providing information about the property, facilities, and the local area.
 Contribute to the development and delivery of products that bring alive our stories, including on-site displays, self-guided trails, signage, guided walks, talks or other hands-on activities.
 Support a strong health & safety culture, complying with the property’s ‘Safe System of Work’, risk management and emergency procedures, to safeguard yourself, colleagues, and the public.

PURPOSE OF THE ROLE

To assist the Operations Manager with the smooth running of Newhailes, Inveresk and Malleny as well as non-visited properties in the Edinburgh cluster. This includes, but not limited to, general administration, compliance and health and safety tasks in support of Newhailes operations and demands a high level of customer service, organisational skills and the ability to use your initiative with an attention to detail essential.

KEY RESPONSIBILITIES

• Administrative support to the Operations Manager and other key departments as required
• File management (filing, scanning, maintenance of regional drive, archiving).
• Managing office petty cash, receipts and claims.
• Managing postage.
• Assisting property staff with ordering and system queries as required.
• Providing the first point of contact at Newhailes and ensuring that communications are answered, forwarded and recorded effectively and in a timely fashion
• Organising meetings, circulating advance papers, taking and distributing minutes and monitoring action points required of staff
• Processing financial transactions (e.g. cash handling, data entry, purchase ordering, and expense claims) on a regular basis using an IT-based finance package
• Share in the common responsibility of implementing the Trust’s “Health & Safety Policy”, being mindful at all times of the health and safety of self, staff, volunteers, and visitors
• Attendance at meetings with the Operations Manager and other activity managers to openly discuss ideas, problems and solutions to the delivery of improved visitor experience at the property.
• Taking and processing educational/group bookings and liaising with relevant departments to ensure the smoothing running of each
• Management of the property diary and preparation and distribution of the weekly programme as well as other reports as required
• Maintaining key safe and security/access arrangements for staff and visitors.
• Acting as “Fire Warden” for regular testing and activations and providing training for property staff.
• Booking and supervision of reactive and planned maintenance contractors
• Placing orders and completing necessary documentation as and when required
• Ensuring H&S and GDPR compliance at Newhailes, Inveresk and Malleny as well as the non visited and residential let properties in the cluster.
• Provide an excellent level of customer service to all external and internal customers.
• Organising and overseeing refuse collection, and recycling arrangements.
• As and when required act as Duty manager in support of Operations Manager and other activity managers

Additional Job Description
Bartender/Brand Home Guide

Glen Ord Visitors Centre

Permanent – Full-time

About Us

Diageo is the world’s leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness. Our purpose – Celebrating life, every day, everywhere has a meaningful role in our company, for our people, our diversity, our brands, in how we perform and how we build shared value

This is a chance to be involved in a daring and truly one-of-a-kind team where our aim is to build remarkable and unforgettable experiences across each and every one of our venues across Scotland. Johnnie Walker Princes Street 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 phenomenal career in the process.

We offer fantastic benefits for joining our bar team. Not only would you receive a competitive salary, but you will be entitled to gratuity, private medical, company shares, great pension programme, discount off hundreds of retailers, gym discounts and much more!

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

About the Role

As a Bartender/Brand Home Guide, you will have a passion for drinks culture and be one of the best mixologists in the business. There will be strong collaboration with Diageo Brand Ambassadors as well as being a great teammate.

You’ll provide an outstanding customer experience by engaging and exciting our visitors with your skill, knowledge and personality, implementing innovation around our overall portfolio with a focus on our brands. Ensuring that every visitor has an unforgettable experience, you will work with a customer first attitude and build specific experiences and drinks tailoring service to meet the needs of the customer.

You will generate advocacy for the brand, by delivering incredible guest experiences in a high-end service environment being able to surprise them with your mixology and skills behind the bar as well as supporting the team with smooth daily operations such as organising tours and helping out in the Retail area.

You will be innovative, creative and want to set trends within the drinks space.

About You

To be successful, you’ll bring creativity and have top bartending experience and an extensive knowledge of spirits, particularly whisky, and cocktails. Working with visitors, staff you’ll have strong interpersonal and communication skills and be passionate about crafting an unforgettable experience for everyone who visits our Visitor Centre.

You’ll have experience crafting innovative cocktail menus in accordance with customer trends, in order to be a true brand ambassador for Diageo and crafting unforgettable experience for our customers.

You will be a great teammate as you will collaboratively work with the operations, retail, experience teams along with our Brand Ambassadors. This will involve strong interpersonal and communication skills to ensure that through teamwork our customers experience unforgettable experiences.

In return, not only do we offer a great reward & benefits package, we’ll also provide you with excellent training and career development opportunities, setting you up for a fantastic career at Diageo.

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

Brand Home Guide 

Dalwhinnie Visitor Centre

Full time, permanent

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 

This is an exciting opportunity to join the hardworking team at our Dalwhinnie Visitor Centre as a Brand Home Guide. 
  
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.

There will be 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. 

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  Dalwhinnie distillery.  

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.  Ideally you will have insight into the drinks industry or worked within a hospitality enviroment.

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. 

We offer fantastic benefits for joining our Dalwhinnie team. Not only would you receive a competitive salary, but you will be entitled to our bonus scheme, private medical, company shares, great pension programme, discount off hundreds of retailers, gym discounts and much more!

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:

Dalwhinnie Visitors Centre

Brand Home Lead Guide

Dalwhinnie Visitor Centre

Full Time (Annualised Hours)

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 we may have the opportunity for you. 

 
About the Role 

We have an outstanding opportunity to join our dedicated team at our Dalwhinnie Visitor Center as a Brand Home Lead Guide.

As a Brand Home Lead Guide, you’ll be vital to the day-to-day management of the Brand Home, organising tours and allocating them to your team. You’ll provide vital support to the Management team with all operational activities relating to the experiential, bar and retail offerings.

Our Brand Homes showcase to the public who we are and what we do. You’ll be responsible for driving the performance of the Brand Home and ensure that the team deliver extraordinary standards of customer service and outstanding and memorable visitor experiences.

You’ll provide daily support and supervision of the Brand Home Guides and agency staff, including scheduling, monitoring and recording of working hours, supporting new and ongoing training to the team as well as ensuring ongoing personal development and the reporting of team performance and targets.

Our retail area holds our impressive range of Scotch and you’ll play a key role in supporting the Management team with retail strategy and visual merchandising management. You’ll also help with the planning and the implementation of special events throughout the year. Not only will you support the Assistant Managers in event strategy, but you will be vital in building community engagement and the delivery of the Brand Home sustainability ambition.

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 have a range of full time and part time positions available. If you are looking for either permanent or temporary, then get in touch!

If this sounds like your dream location to start an outstanding career, then register your interest today, and we will keep you updated on future vacancies.

About You

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

We’re looking for someone with experience leading elite teams whilst ensuring excellent customer service standards are adhered to at all times. You’ll value the importance of working in a team and demonstrate the ability to build strong working relationships with customers as well as key partners.

You’ll be eager to lead projects and put forward your own ideas to sustain and improve the business ensuring direct contribution to the performance of the Brand Home.

You’ll be experienced working towards targets and have the strive to achieve vital targets whilst subsequently leading the team every day to work towards these targets.

You’ll be flexible as the role requires both evening and weekend work throughout the year and this will be planned in advance. It’d be excellent if you had an understanding of Microsoft office or similar applications however this is not crucial

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:

Dalwhinnie Visitors Centre

Customer Experience Supervisor
Organisation: Glasgow Science Centre

Glasgow Science Centre (GSC) is an educational charity and leading science centre and visitor attraction with a 5-star status. Our mission is to inspire everyone to explore and understand the world around them and to discover and enjoy science.

We are a place of learning, creativity, curiosity, and fun, inspiring and empowering around half a million people every year, both inside and outside our amazing centre in Pacific Quay, on the banks of the Clyde.

Our state-of-the-art centre contains more than 450 interactive exhibits, a digital planetarium, a science show theatre, a teaching laboratory, an IMAX cinema, and a maker space. We also take science out of our centre and across Scotland with our On Tour programme and our Community Engagement Programme works closely with people in our local communities.

Our staff are vitally important to us and play a key role in achieving our mission. We value diversity in our workforce and want our workforce to reflect the diverse communities we serve bringing a range of skills, experiences, knowledge, and ideas to help towards our mission.

Our company values are important to us as they underpin who we are and how we work, what we believe in and stand for:

We strive for excellence

We are inclusive

We innovate

We collaborate

ABOUT THE ROLE

Are you committed to seeking excellence, creativity and innovation? Do GSC’s mission and values excite you? Do you want to work in a positive, vibrant and collaborative environment?

We are recruiting for Customer Experience Supervisor’s to join the team at Glasgow Science Centre to deliver a fun, safe and welcoming environment to all visitors. You will act as the appointed person for evening IMAX performances and other special events and also assist the Duty Managers with the day to day management of the front of house operations for the IMAX, Science Mall and Tower. You will support the customer experience team to deliver a high standard of customer care and effectively manage the delivery of the GSC Customer Service Promise.

If this sounds like you then we would love you to get in touch!

APPLICATION DETAILS

Please find full job description and application form available on the Jobs and Volunteering section of our website.

We are equal opportunities employer and welcome applications from people of all backgrounds.

Application Deadline: Wednesday 21/09/2022 at noon.